Shipping, Refunds & Returns Policy
Shipping, Refund & Return Policy
Surface Pro complies with the South African Consumer Protection Act (CPA).
Shipping
A flat courier fee of R99.00 applies to deliveries anywhere in South Africa. Customers who choose to collect their orders will not be charged a delivery fee. Orders are produced and prepared for dispatch within 4–7 business days after payment has cleared and final artwork has been approved. This excludes weekends and South African public holidays. Orders of 250 units or more may require a separately agreed production lead time. Courier delivery time is additional and begins once the order has been collected. Delivery times are estimates only, and Surface Pro is not responsible for delays caused by couriers, weather conditions or other factors beyond our control.
Returns
Customers may request a return within 7 days of delivery for standard (non-customised) products, provided the item is unused, in its original condition, and returned in original packaging with proof of purchase. Return shipping costs are for the customer’s account, and a reasonable handling or restocking fee may apply.
Custom & Personalised Products
Custom-designed or personalised products, including any item made to customer specifications, are non-returnable and non-refundable, unless defective or incorrectly supplied.
Defective, Damaged or Incorrect Items
If a product is defective, damaged in transit, or incorrect, customers must notify Surface Pro within 48 hours of delivery and supply clear photographic evidence. Where applicable under the CPA, Surface Pro will offer a repair, replacement, or refund, at our discretion and in line with legal requirements.
Sale Items & Gift Cards
Sale items and gift cards are not eligible for returns or refunds, except where required by law. Refunds Approved refunds will be processed to the original payment method after the returned item has been received and inspected. Refund processing times depend on the customer’s payment provider or bank.
Refunds
Approved refunds will be processed to the original payment method after the returned item has been received and inspected. Refund processing times depend on the customer’s payment provider or bank.
Exchanges
Exchanges Surface Pro does not offer direct exchanges. Customers may return eligible items and place a new order.
Personal Information & POPIA
Surface Pro may collect and store limited personal information relating to returns or refunds, including contact details, delivery information, and proof of purchase. This information is used only for return processing, refunds, and legal compliance, and is handled in accordance with the Protection of Personal Information Act (POPIA). Personal data will not be shared with third parties except where required to process returns, payments, or fulfil legal obligations. By requesting a return or refund, you consent to the processing of your information for these purposes.