CleanSnap™ Return & Refund Policy

Last Updated: 1 January 2026

At CleanSnap™, customer satisfaction is important to us. This Return & Refund Policy is designed to comply with applicable South African consumer protection legislation, including the Consumer Protection Act 68 of 2008 ("CPA") and the Electronic Communications and Transactions Act 25 of 2002 ("ECTA").

1. Defective or Faulty Products

If your CleanSnap™ product is defective, damaged on arrival, or not functioning as intended, you are entitled to request a repair, replacement, or refund within 6 months of delivery in accordance with the CPA.

This includes:

• Manufacturing defects
• Products damaged during transit
• Incorrect items supplied
• Missing items from your order

To process your claim, please contact us with:

• Your order number
• A description of the issue
• Clear photographs or videos showing the defect or damage

If the claim is approved, CleanSnap™ will arrange the return process and cover reasonable return shipping costs where required by law.

2. Change of Mind Returns

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

• The item is unused and unopened.
• The product remains in its original packaging.
• All accessories and included items are returned.
• The product is in resalable condition.

For hygiene reasons, we cannot accept returns of:

• Opened replacement brush heads
• Used disposable heads
• Products that have been used or altered after delivery

Customers are responsible for return shipping costs for change-of-mind returns unless otherwise required by law.

Refunds for approved change-of-mind returns will exclude original shipping charges where applicable.

3. Hygiene Products

Due to the hygienic nature of disposable cleaning products, CleanSnap™ cannot accept returns or exchanges on:

• Opened refill head packs
• Used refill heads
• Used handles
• Products that have been exposed to bathroom use or contamination

This restriction does not affect your rights relating to defective or faulty products under South African law.

4. Direct Marketing Cooling-Off Rights

Where a purchase qualifies as a direct marketing transaction under the Consumer Protection Act, customers may cancel the transaction within 5 business days of receiving the goods without penalty, subject to the conditions set out in applicable legislation. Refunds will be processed after the returned goods have been received and inspected.

5. Refund Processing Times

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

Approved refunds are typically processed within:

• 3–7 business days for card refunds.
• Additional processing time may apply depending on your bank or payment provider.

Refunds will be issued to the original payment method used during checkout.

6. Exchanges

We currently replace items only if they are:

• Defective
• Damaged during delivery
• Incorrectly supplied

If you require an exchange for an eligible item, please contact our support team.

7. Return Shipping Address

Please do not send products back without contacting us first.

Our support team will provide the correct return instructions and return address once your return request has been approved.

8. How To Request A Return

Please contact us using the details below:

Email: cleansnapsupport@gmail.com

Please include:

• Your full name
• Order number
• Reason for return
• Photos of the item if applicable

9. Our Promise

We created CleanSnap™ to make toilet cleaning cleaner, easier and more hygienic for South African households. If something isn't right with your order, we'll work with you to make it right as quickly as possible.

CleanSnap™ — Snap. Clean. Done. 🧼