Last updated: 29 August 2026
We want you to be happy with what you order. This policy sets out when you can return goods, how to arrange it, and how refunds work. It applies alongside your rights under the Consumer Protection Act 68 of 2008 and the Electronic Communications and Transactions Act 25 of 2002 — nothing here takes those rights away.
Faulty, damaged or incorrect goods
If your order arrives damaged, faulty, short, or is not what you ordered, contact us within 7 days of delivery or collection and we will replace the goods or refund you in full, including any delivery cost. Photographs of the problem help us sort it out faster.
Please check your order when it arrives. Shortages and transit damage are much easier to resolve while the delivery is fresh.
Changed your mind
If you bought online as a consumer, the Electronic Communications and Transactions Act gives you 7 days to cancel without giving a reason. Let us know within 7 days of receiving your order and return the goods to us unused and in their original packaging.
For a change-of-mind return, you carry the cost of returning the goods to us. Once we have them back and have checked their condition, we refund what you paid for the goods.
What we cannot take back
- Opened or used food-contact packaging. Boxes, plates, cups and bottles that will hold food cannot be resold once the packaging has been opened, for hygiene reasons. This does not apply if the goods were faulty.
- Custom or made-to-order items. Boxes cut, printed or made to your own specification cannot be returned unless there is a fault or we got the specification wrong.
- Goods damaged after delivery through misuse, poor storage or normal wear.
Wholesale and bulk orders
The cooling-off right above applies to consumers buying online, not to business-to-business trade orders. We will still work with our trade customers on returns of unopened, resaleable stock, but this is by arrangement rather than automatic, and a handling fee may apply on large quantities. Faulty or incorrect goods are always our problem to fix, whoever the buyer is.
How to arrange a return
- WhatsApp or call us on 074 490 2291, or email support@silverpack.co.za.
- Tell us your order number, what you are returning and why, and send photos if the goods are damaged.
- We will confirm the return and tell you how to get the goods back to us before you send anything.
Please do not send goods back without arranging it with us first — we may not be able to trace an unannounced return.
Refunds
Approved refunds are paid back to the original payment method. Card payments are refunded through PayFast; EFT payments are refunded to the account the payment came from. We process refunds within 7 working days of approving them, though your bank may take a few days more to reflect it.
Where you prefer, we can issue a replacement or a credit toward your next order instead of a refund.
Cancelling an order before delivery
If you cancel before your order has been dispatched, we refund you in full. If it has already gone out for delivery, the return terms above apply.
Questions
If anything here is unclear, or something has gone wrong with an order, contact us on 074 490 2291 or support@silverpack.co.za. We would rather sort it out directly than have you sitting with a problem.
Business details
SilverPack is a trading name of Silverlight Business Services (Pty) Ltd, based in Kempton Park, Gauteng, South Africa. Contact: support@silverpack.co.za or 074 490 2291.
Company registration number: 2014/109198/07.