Returns & Refunds
Effective date: 22 October 2026
At AutoCulture, we want you to be satisfied with your purchase while maintaining a fair returns process for both our customers and our business.
This policy applies to purchases made through the AutoCulture online store and is subject to the Consumer Protection Act 68 of 2008 (“CPA”), the Electronic Communications and Transactions Act 25 of 2002 (“ECTA”), and other applicable South African law.
Nothing in this policy limits any consumer right that cannot legally be excluded.
1. 7-Day Online Purchase Cooling-Off Period
Where section 44 of ECTA applies, you may cancel an eligible online purchase without giving a reason within 7 days after receiving the goods.
To exercise this right, you must notify AutoCulture within the 7-day period.
For a qualifying cooling-off return:
• the product must be returned to AutoCulture;
• you are responsible for the direct cost of returning the product;
• no cancellation, administration or restocking penalty will be charged where prohibited by law; and
• any refund due will be processed in accordance with ECTA and within the legally prescribed period.
We strongly recommend checking the product and confirming vehicle compatibility before installation.
The ECTA cooling-off right does not apply where a statutory exclusion applies, including certain goods made specifically to your specifications, clearly personalised goods, or other goods excluded by section 42 of ECTA.
2. Change-of-Mind Returns After 7 Days
AutoCulture does not offer a general change-of-mind return period beyond any return or cooling-off period required by law.
Once the applicable statutory period has expired, we are not required to accept a return simply because:
• you changed your mind;
• you no longer want the product;
• you found a cheaper product elsewhere;
• you prefer a different design or colour;
• you ordered the wrong variation;
• you sold or changed your vehicle; or
• the product is no longer required.
AutoCulture may approve an additional return or exchange at its discretion, but doing so does not create an obligation to approve future returns.
3. Vehicle Compatibility
Many products sold by AutoCulture are vehicle-specific.
It is the customer's responsibility to check the compatibility information provided on the product page before ordering.
Compatibility may depend on factors including:
• vehicle make;
• model;
• model year;
• generation;
• chassis code;
• body style;
• trim level;
• factory equipment;
• connector type;
• existing lighting configuration;
• electrical configuration; and
• previous vehicle modifications.
A product is not defective merely because it does not fit a vehicle where the customer selected an incorrect product or variation and AutoCulture supplied the product that was ordered.
Where applicable, your statutory cooling-off rights are not affected by this clause.
If you are unsure whether a product is compatible with your vehicle, please contact AutoCulture before ordering or installing the product.
Where you specifically ask AutoCulture to recommend a product for a particular purpose and provide us with the relevant vehicle information, any statutory rights you may have regarding suitability for that communicated purpose remain unaffected.
4. Defective Goods
Products sold by AutoCulture are covered by the statutory implied warranty of quality under the CPA where applicable.
If, within 6 months of delivery, a product is genuinely defective, unsafe, of unacceptable quality, not in good working order or otherwise fails to meet the standards required by the CPA, you may return it without penalty and at AutoCulture's risk and expense.
Where section 56 of the CPA applies, you may choose:
• a repair;
• a replacement; or
• a refund of the purchase price.
AutoCulture may reasonably inspect or test a returned product to determine the nature and cause of the reported problem.
This inspection does not remove your statutory rights.
We may request reasonable supporting information including:
• your order number;
• photographs;
• video showing the problem;
• vehicle make and model;
• vehicle year or generation;
• installation information; and
• any other information reasonably required to assess the reported fault.
5. What Is Not Considered a Product Defect
A fault will not be treated as an inherent product defect to the extent that it was caused after the product left AutoCulture's control.
This may include damage caused by:
• incorrect installation;
• incorrect wiring;
• incorrect polarity;
• incorrect voltage;
• incompatible vehicle electronics;
• failure to follow installation instructions;
• cutting or modifying wiring;
• drilling or physically modifying a product;
• unauthorised repairs;
• vehicle coding changes;
• accident or impact damage;
• water exposure beyond the product's stated rating;
• misuse or abuse;
• negligence;
• improper cleaning products or chemicals;
• use for a purpose for which the product was not designed;
• modifications made to the vehicle;
• normal wear and tear; or
• damage caused by a third-party installer.
Installation alone does not automatically void a valid statutory defect claim.
The actual cause of the failure will be considered.
6. Installation
Unless specifically stated otherwise, AutoCulture sells products only and does not provide professional installation as part of the purchase price.
Some automotive accessories may require technical knowledge, wiring, coding, removal of vehicle trim or specialised tools.
Where appropriate, we recommend installation by a competent automotive technician or installer.
AutoCulture is not responsible for damage caused by negligent or incorrect installation by the customer or a third party, except where liability cannot legally be excluded.
Customers should inspect and test products, where reasonably possible, before permanent installation or modification.
7. Installation, Removal and Labour Costs
Unless required by applicable law, AutoCulture does not accept responsibility for:
• third-party installation fees;
• removal fees;
• diagnostic fees;
• coding fees;
• workshop charges;
• labour costs;
• vehicle downtime;
• travel costs; or
• other third-party expenses associated with installing or removing a product.
The purchase of a product from AutoCulture does not create an agreement by AutoCulture to pay third-party labour or installation costs.
8. Wrong Product Ordered by the Customer
Please carefully confirm your product selection before completing your order.
Where AutoCulture supplied exactly what was ordered and the product was accurately described, an incorrect customer selection will not be considered a product defect.
This includes selecting the wrong:
• vehicle;
• model;
• generation;
• year;
• body style;
• connector;
• colour;
• design;
• size; or
• variation.
Where the ECTA cooling-off period applies and is exercised within the required period, you may still return an eligible product in accordance with that right.
After the applicable statutory period has expired, AutoCulture may decline a return based solely on incorrect customer selection.
9. Wrong, Missing or Damaged Items
If we send you the wrong item, an incomplete order, or your product arrives damaged, please contact AutoCulture as soon as reasonably possible.
Where possible, provide:
• your order number;
• photographs of the parcel;
• photographs of the shipping label;
• photographs or video of the product; and
• a description of the issue.
Please retain the original courier packaging until the matter has been assessed.
Where AutoCulture or its delivery provider is responsible for the error or damage, AutoCulture will provide the remedy required by applicable law and will bear applicable return costs where legally required.
10. Products Damaged During Installation
Customers must exercise reasonable care when installing products.
Products damaged through incorrect installation, forced fitting, improper wiring, cutting, drilling, excessive force or another customer- or installer-caused action will not qualify as defective merely because the damage occurred during installation.
If you are uncertain about installation, stop and seek professional assistance before continuing.
11. Modified Products
Please do not modify a product until you have confirmed that it is correct and compatible.
Products that have been:
• cut;
• drilled;
• soldered;
• rewired;
• dismantled;
• altered;
• painted;
• permanently attached; or
• otherwise modified
may not qualify for a discretionary change-of-mind return.
This does not remove any statutory right relating to a genuine defect where applicable law still provides such a right.
12. Custom and Personalised Products
Where a product has been made specifically to your specifications or clearly personalised for you, the ECTA 7-day cooling-off right may not apply.
This may include genuinely custom-made or individually personalised products.
Choosing a normal product option that AutoCulture routinely stocks will not automatically make the product customised or personalised.
Defective personalised or customised products remain subject to applicable statutory consumer rights.
13. Sale and Promotional Products
Products purchased during promotions, discounts or sales remain protected against genuine defects as required by law.
A discounted price does not remove your statutory rights.
However, where a product was sold at a reduced price because of a specific defect, imperfection or condition that was clearly disclosed before purchase and expressly accepted by you, that disclosed condition will not subsequently be treated as an undisclosed defect to the extent permitted by law.
Normal change-of-mind rules continue to apply to sale items.
14. Product Appearance
Product photographs are intended to represent the product as accurately as reasonably possible.
Minor differences may occur due to:
• screen settings;
• lighting conditions;
• camera exposure;
• projection surface;
• viewing angle;
• vehicle interior or exterior lighting;
• ambient lighting; or
• normal manufacturing tolerances.
These reasonable variations will not automatically make a product defective where the product remains materially consistent with its description.
Nothing in this clause permits AutoCulture to supply goods that were materially misrepresented.
15. Logo Projector and Lighting Products
The appearance and brightness of projected logos or lighting products can vary depending on environmental conditions.
Projection visibility may be affected by:
• ambient light;
• surface colour;
• surface texture;
• distance from the ground;
• installation angle;
• vehicle door design; and
• surrounding lighting.
A projection being less visible in bright daylight than in dark or low-light conditions is not, by itself, evidence of a defect where the product otherwise performs as described.
16. Packaging
For ordinary change-of-mind returns, customers should return the product with all components, accessories, manuals and packaging where reasonably possible.
Missing packaging will not by itself remove a valid statutory defect claim.
Customers should keep product packaging until they have confirmed that the product is correct, compatible and functioning correctly.
17. Return Shipping
Return shipping responsibilities depend on the reason for the return.
Change of mind under ECTA
The customer is responsible for the direct cost of returning the goods.
Genuine defective goods
Where the CPA requires AutoCulture to accept a defective product return, the return is at AutoCulture's risk and expense.
Incorrect customer selection
Where AutoCulture voluntarily accepts a return that is not legally required, the customer may be responsible for return and replacement shipping costs.
AutoCulture error
Where AutoCulture supplied the incorrect item, AutoCulture will bear the reasonable return costs required by law.
18. Return Procedure
Before returning a product, contact AutoCulture through the contact details provided on our website.
Please provide:
1. your order number;
2. the product concerned;
3. the reason for the return;
4. photographs or video where relevant; and
5. your vehicle details where compatibility is relevant.
We will provide return instructions and the applicable return address.
Do not send products to a supplier, courier depot or unrelated address unless AutoCulture has instructed you to do so.
Following the return procedure helps us identify and process your return efficiently but will not be used to unlawfully prevent the exercise of a statutory consumer right.
19. Inspection of Returned Products
AutoCulture may inspect and test returned products before confirming the cause of a reported fault.
Inspection may include checking:
• product condition;
• electrical operation;
• connectors;
• wiring;
• physical damage;
• evidence of incorrect installation;
• modifications;
• missing components; and
• identifying information.
Where an inspection shows that a product is not defective and the reported problem was caused by incorrect installation, customer damage, vehicle incompatibility or another excluded cause, AutoCulture may reject the defect claim where permitted by law.
20. Fraudulent or Abusive Returns
AutoCulture reserves the right to investigate suspected return fraud or abuse.
A return may be refused where there is reasonable evidence that:
• the returned item was not purchased from AutoCulture;
• a different item has been substituted;
• components have been removed or substituted;
• serial numbers or identifying marks were altered;
• damage was deliberately caused;
• information supplied in support of the claim is materially false; or
• the customer is otherwise not legally entitled to the requested remedy.
This provision does not permit AutoCulture to reject a legitimate consumer claim protected by law.
Suspected fraud may be reported to relevant authorities, payment providers or other appropriate parties where lawful.
21. Refunds
Approved refunds will normally be issued to the original payment method.
Refunds relating to an ECTA cooling-off cancellation will be processed within the period required by law.
Where section 44 of ECTA applies, the refund will be made no later than 30 days after cancellation.
Once AutoCulture has processed a refund, your bank or payment provider may require additional time before the funds appear in your account.
AutoCulture does not control processing times imposed by banks, card issuers or payment providers.
22. Exchanges
Where you qualify for a refund but prefer a replacement or exchange, AutoCulture may arrange this where appropriate.
Where the replacement product costs more than the original product, the customer must pay the difference.
Where it costs less, any amount legally due will be refunded.
Choosing an exchange does not remove any statutory right that applies to the transaction.
23. Order Cancellations Before Dispatch
If you wish to cancel an order before dispatch, contact AutoCulture as soon as possible.
We will attempt to cancel the order before fulfilment.
We cannot guarantee cancellation once an order has entered fulfilment or has already been dispatched.
Where the parcel has already been dispatched, the applicable statutory cooling-off and return rules will apply.
24. Delivery Information Supplied by the Customer
Customers are responsible for providing accurate:
• delivery addresses;
• names;
• telephone numbers; and
• other information reasonably required to complete delivery.
Where a delivery fails because the customer supplied incorrect or incomplete information, repeatedly failed to accept delivery, or otherwise caused the failed delivery, AutoCulture may charge reasonable additional delivery costs before resending the parcel, where permitted by law.
This does not apply where the failed delivery was caused by AutoCulture or its delivery provider.
25. Uncollected or Returned Parcels
Where an order is returned to AutoCulture because delivery could not be completed for reasons attributable to the customer, we will contact the customer regarding redelivery or another appropriate resolution.
Reasonable additional delivery costs may be charged where permitted by law.
A returned parcel does not automatically constitute cancellation of the purchase.
26. Manufacturer Warranties
Some products may include an additional manufacturer or supplier warranty.
Any additional warranty operates alongside, and does not replace, applicable rights under South African law.
No manufacturer warranty may lawfully reduce a consumer's statutory rights.
27. Repairs
Where AutoCulture repairs a product pursuant to the CPA and the original failure is not remedied, or another qualifying failure, defect or unsafe feature appears within the statutory period following that repair, the remedies provided by the CPA will apply.
Where section 56(3) applies, this includes the statutory right to replacement or refund.
28. Proof of Purchase
We may request reasonable proof that the product was purchased from AutoCulture.
Acceptable proof may include:
• an AutoCulture order number;
• order confirmation;
• invoice;
• payment confirmation; or
• another reliable record linking the purchase to AutoCulture.
29. Limitation of Liability
To the fullest extent permitted by South African law, AutoCulture will not be liable for indirect, incidental or consequential loss arising from misuse, incorrect installation, unauthorised modification or use of a product contrary to its intended purpose.
AutoCulture will also not be responsible for third-party labour, workshop charges, loss of use of a vehicle or similar costs except where such liability cannot lawfully be excluded.
Nothing in this policy excludes liability or consumer remedies that may not legally be excluded under the CPA, ECTA or other applicable law.
30. Statutory Rights Take Priority
This policy must be interpreted together with applicable South African law.
Where any provision of this policy conflicts with a mandatory right under the CPA, ECTA or another applicable law, the mandatory legal right will prevail and the remaining provisions of this policy will continue to apply.
31. Contacting AutoCulture
For returns, exchanges, defective-product claims or refund requests, contact AutoCulture using the contact details provided on our website.
Please include your order number and enough information for us to assess your request efficiently.
We reserve the right to update this policy from time to time to reflect changes to our products, operations or applicable law.