Last Updated: 20/07/2026

 

1. Our Commitment

At Supermalome (PTY) LTD, we want you to enjoy every purchase with confidence. If you are not satisfied with your order or receive a faulty product, we are here to help in accordance with applicable South African consumer protection laws.

This policy applies to all products purchased directly from Supermalome.

 

2. Change of Mind Returns

If you change your mind after receiving your order, you may request a return within 7 days of delivery, provided that:

• The product is unused and in its original condition.
• All original packaging, accessories, manuals, and inserts are included.
• The product shows no signs of use, wear, or damage.
• Proof of purchase is provided.

Approved returns may be refunded, exchanged, or issued as store credit at our discretion and in accordance with applicable law.

Customers are responsible for return shipping costs unless the return is due to our error or a defective product.

 

3. Hygiene Products

For health and hygiene reasons, earbuds and other in-ear audio products cannot be returned if the sealed packaging has been opened, unless the product is defective or the return is required by applicable consumer protection laws.

This policy helps ensure the safety and hygiene of all customers.

 

4. Faulty, Damaged, or Incorrect Products

If you receive a product that is:

• Faulty
• Damaged during delivery
• Incorrect
• Missing parts

Please contact us within 7 days of receiving your order.

Where applicable, we may:

• Replace the product.
• Repair the product.
• Issue a refund.
• Exchange the product.

We may request photographs, videos, or additional information to assess the issue before approving the claim.

 

5. Manufacturer Warranty

Many products sold by Supermalome include a manufacturer’s warranty.

Warranty claims are subject to the manufacturer’s terms and may require inspection before approval.

The warranty does not cover:

• Accidental damage
• Water or liquid damage (unless specifically covered)
• Misuse or abuse
• Improper installation
• Unauthorised modifications or repairs
• Normal wear and tear

Proof of purchase is required for all warranty claims.

 

6. Non-Returnable Items

The following items are generally not eligible for return unless defective or required by law:

• Opened in-ear earbuds
• Downloadable digital products
• Gift cards (if offered)
• Products damaged through misuse or negligence
• Products returned without original packaging where the packaging forms part of the product

7. Digital Products

Future digital products, including:

• Mobile applications
• Desktop software
• Rhythm games
• Soundscapes
• Digital downloads
• Subscription services

may not be eligible for refunds once access has been granted or the download has started, unless otherwise required by applicable law.

 

8. Refunds

Once your returned item has been received and inspected, we will notify you of the outcome.

If approved, refunds will be processed using the original payment method wherever possible.

Please allow 5–10 business days for your financial institution or payment provider to process the refund after it has been approved.

 

9. Exchanges

Where stock is available, we may exchange eligible products for:

• The same item
• A different model (subject to any price difference)

If the replacement product costs more, the customer must pay the difference.

If it costs less, the difference may be refunded or issued as store credit.

 

10. Return Shipping

Where a return is due to:

• A faulty product
• An incorrect item
• Our error

Supermalome will arrange or reimburse reasonable return shipping costs.

For change-of-mind returns, customers are responsible for safely packaging and returning the product at their own expense.

11. How to Request a Return

To request a return, please contact us with:

• Your full name
• Order number
• Proof of purchase
• Description of the issue
• Photos (if applicable)

Email: sales@supermalome.co.za

Please do not return products without first contacting us, as this may delay the processing of your request.

 

12. Consumer Rights

Nothing in this Returns & Refund Policy limits or excludes any rights available to consumers under the Consumer Protection Act, 2008 (South Africa) or any other applicable legislation.

Where this policy differs from rights provided by law, the applicable law will prevail.

 

Contact Us

Supermalome (PTY) LTD

Email: sales@supermalome.co.za

Address: 56 King Edward Road, Willows, Bloemfontein, 9300, South Africa