Refund policy

Refunds and Returns Policy
This policy applies to all products purchased from Midstream Things. Our policy is designed to comply with the South African Consumer Protection Act (CPA) and the Electronic Communications and Transactions Act (ECTA).

1. Change of Mind (The 7-Day Cooling-Off Period)
In accordance with Section 44 of the ECTA, you are entitled to cancel your purchase within 7 days of receiving your goods for any reason, provided:
  • The goods are in their original, unopened packaging.
  • The goods have not been used, altered, or damaged (e.g., stickers have not been peeled or removed from the backing sheet).
  • Return Shipping: You are responsible for the cost of shipping the items back to us.
  • Refund: Once we receive and inspect the item, we will refund the full purchase price within 30 days.

2. Defective or Damaged Goods (The 6-Month Warranty)
In accordance with Section 56 of the CPA, if a product is defective, unsafe, or fails to be of good quality, you may return it within 6 months of delivery.
  • Your Choice: You may choose to have the product repaired, replaced, or fully refunded.
  • Shipping Costs: If the product is found to be defective, Midstream Things will cover the cost of the return shipping or collection.
  • Exclusions: This warranty does not apply to defects resulting from normal wear and tear, wilful damage, negligence, or if you have physically altered the product (e.g., applied a sticker to a surface).

3. Non-Returnable Items
Please note that we cannot accept returns or offer refunds for:
  • Used or Altered Goods: Items that have been "physically altered, annexed or attached" (e.g., individual stickers removed from a pack or sheet).
  • Custom Orders: Goods made to your specific specifications or clearly personalised.
  • Digital Goods: Downloadable products once the download has commenced.

4. Direct Marketing
If you purchased a product as a result of direct marketing (e.g., an unsolicited email or SMS from us), you have a 5-business-day "cooling-off" period to cancel the order and receive a full refund upon returning the goods.

5. How to Start a Return
To initiate a return, please follow these steps:
  1. Email us at office@midstreamthings.co.za with your order number and a photo of the item.
  2. If the return is for a "Change of Mind," please e-mail us to arrange to ship the item.
  3. We recommend using a trackable shipping service, as we cannot guarantee receipt of your returned item.

6. Pricing and Errors
While we strive for accuracy, if a product is inadvertently cross-priced or contains a manifest error, we are not obligated to provide the product at the incorrect price, provided we notify you and refund any payment made before a contract of sale is concluded.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants, underwear, perfumes etc), custom products (such as special orders or personalized items), and personal care goods (such as beauty or hygiene products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 15 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at office@midstreamthings.co.za.