Last updated: 21 September 2026

1. Purpose of this policy

This policy explains how Cat Action Team handles the delivery of products, digital downloads, pre-orders, returns, cancellations and refunds for purchases made directly through https://www.catactioncpt.org.za/.

Nothing in this policy limits any right available to a consumer under South African law.

2. Products covered by this policy

This policy applies to products sold directly by Cat Action Team, including:

  • downloadable music;
  • ebooks and other digital products;
  • pre-order products;
  • physical books;
  • merchandise;
  • fundraising products; and
  • other products offered through our online store.

Some products or fundraising campaigns displayed on our website link to third-party websites. If your payment is processed by another bookseller, music platform, fundraising platform or supplier, that provider’s delivery and refund policies will apply.

3. Order processing

Orders are processed after payment has been successfully received or authorised.

You will ordinarily receive an order confirmation at the email address provided during checkout. Please ensure that your email address, telephone number and delivery details are correct before submitting an order.

Orders may be delayed while we:

  • verify a payment;
  • confirm product availability;
  • investigate suspected fraud;
  • correct incomplete delivery information; or
  • obtain information reasonably required to fulfil the order.

Cat Action Team may decline or cancel an order if payment is unsuccessful, the product is unavailable, an obvious pricing error occurred or the transaction appears to be fraudulent or unlawful.

If we cancel an order after payment has been received, we will refund the affected amount using the original payment method where reasonably possible.

4. Digital product delivery

Digital products may be delivered by:

  • a download link displayed after checkout;
  • a download link sent by email;
  • access through your website account; or
  • another electronic method described on the product page.

Digital products are usually made available shortly after payment has been confirmed. In some cases, payment verification or technical processing may cause a reasonable delay.

You are responsible for:

  • providing a correct email address;
  • checking your inbox, spam and junk folders;
  • maintaining a suitable internet connection;
  • ensuring that your device supports the stated file type; and
  • downloading and securely backing up the purchased files.

If you have not received your digital product within a reasonable time, contact us at actionteam.cat@gmail.com.

Please include your name, order number, email address used for the purchase and the name of the product.

5. Problems with digital delivery

If a download link does not work or the supplied file cannot be opened because of a problem with the file, we will attempt to resolve the matter by:

  • resending or resetting the download link;
  • providing reasonable downloading assistance;
  • replacing a corrupted or incomplete file; or
  • supplying the product in another suitable format, where available.

If we cannot provide a functional product within a reasonable time, we will provide an appropriate remedy, which may include a replacement, store credit or refund.

A customer’s lack of internet access or device incompatibility does not automatically entitle the customer to a refund when the product page clearly disclosed the file format and the supplied file is functional.

6. Delivery of pre-order products

A pre-order is a product purchased before its official release or delivery date.

The estimated release or delivery date will be displayed on the product page where reasonably possible. Release dates may change because of production, licensing, technical or distribution circumstances.

When a digital pre-order is released, delivery will ordinarily be made through the email address or customer account associated with the order.

If a pre-ordered product is cancelled and will not be supplied, Cat Action Team will refund the amount paid for that product.

If a pre-order is materially delayed, we will provide updated information where reasonably possible. You may request cancellation before the product is delivered, subject to applicable law and any lawful exception relating to specially commissioned or personalised products.

7. Delivery of physical products

Where physical products are sold and delivered directly by Cat Action Team, available delivery or collection options will be displayed during checkout or agreed with you before the order is completed.

Physical products may be delivered by:

  • courier;
  • collection from an agreed location;
  • local delivery arranged by Cat Action Team; or
  • another delivery method specified during checkout.

Delivery is currently available to South Africa.

International delivery is NOT AVAILABLE

8. Delivery charges

Delivery charges for physical products will be displayed during checkout or communicated before payment.

Delivery charges may be calculated according to:

  • the delivery address;
  • parcel size and weight;
  • the selected delivery method;
  • courier charges; and
  • any special handling requirements.

Digital products do not attract physical delivery charges.

Any customs duties, import taxes or similar charges relating to an approved international delivery are the customer’s responsibility unless expressly stated otherwise.

9. Estimated delivery periods

Estimated delivery periods will be displayed during checkout or communicated after the order is placed.

Unless otherwise stated, physical orders are generally prepared for dispatch within 8 business days after payment confirmation.

Estimated delivery after dispatch is:

  • Cape Town and surrounding areas: 8 business days
  • Major centres in South Africa: 8 business days
  • Regional or outlying areas: 8 business days

These periods are estimates and are not guaranteed delivery dates.

Weekends and South African public holidays are not counted as business days.

Delivery may be delayed by circumstances outside our reasonable control, including severe weather, courier disruptions, strikes, load shedding, road closures or incorrect delivery information.

10. Delivery addresses

You are responsible for supplying a complete and accurate delivery address.

The address should include:

  • street number and name;
  • building, complex or unit number, where applicable;
  • suburb;
  • city or town;
  • province;
  • postal code;
  • recipient’s name; and
  • a working telephone number.

Cat Action Team is not responsible for delays or additional charges resulting from incorrect or incomplete information supplied by the customer.

If an order has already been dispatched, we may not be able to change its delivery address.

11. Receiving a delivery

A physical order may be delivered to you or another person available at the delivery address.

The person accepting the parcel may be asked to provide a name, signature or other confirmation of receipt.

You must inspect the parcel as soon as reasonably possible after delivery.

If the outer packaging appears visibly damaged, photograph the parcel before opening it. Retain the packaging until the matter has been resolved.

Risk in the physical product passes to you upon delivery to you or an authorised recipient, subject to applicable consumer law.

12. Unsuccessful delivery

If nobody is available to accept a delivery, the courier may:

  • attempt delivery again;
  • contact you to arrange another delivery;
  • leave the parcel at an approved collection point; or
  • return the parcel to Cat Action Team.

Additional delivery charges arising from an incorrect address, repeated unsuccessful delivery attempts or failure to collect a parcel may be charged to the customer where permitted by law.

If an unclaimed parcel is returned to us, we will contact you regarding redelivery or cancellation. Original and return delivery costs may be deducted from a refund where lawful and where the failed delivery was not caused by Cat Action Team or the courier.

13. Delayed or missing physical deliveries

If your physical order has not arrived within the estimated delivery period, contact us at actionteam.cat@gmail.com.

Please provide:

  • your full name;
  • order number;
  • delivery address;
  • product ordered; and
  • any tracking information received.

We will make reasonable efforts to trace the parcel and resolve the matter with the courier.

A parcel will not be treated as permanently lost until the courier’s investigation has been completed or a reasonable investigation period has passed.

If a parcel is confirmed as lost before delivery, we will offer an appropriate remedy, which may include replacement or refund.

14. Incorrect or damaged physical products

Please contact us as soon as reasonably possible if a physical product:

  • arrives damaged;
  • is not the product ordered;
  • is incomplete;
  • is unsafe; or
  • has a material defect.

Include photographs of the product, packaging and delivery label where possible.

Do not dispose of, use extensively or materially alter the product before receiving instructions from us, unless keeping it would create a health or safety risk.

Where the wrong or defective product was supplied, Cat Action Team will provide an appropriate remedy required by law. This may include repair, replacement, exchange or refund.

Reasonable return costs will be paid by Cat Action Team where required by law.

15. Returns of physical products

To request a return, email actionteam.cat@gmail.com before sending the product back.

Do not return a product without first receiving return instructions.

Subject to applicable law, an approved returned product should ordinarily be:

  • accompanied by proof of purchase;
  • complete and returned with its original accessories;
  • securely packaged;
  • unused, unless it is being returned because of a defect that became apparent during reasonable use; and
  • in its original condition, except where reasonable inspection was necessary.

For health and hygiene reasons, certain opened or used products may not be returnable unless defective or otherwise returnable under South African law.

A product is not automatically defective because:

  • you changed your mind;
  • you ordered the wrong item, size or format;
  • the appearance differs slightly because of screen settings;
  • the product was damaged through misuse or neglect; or
  • normal wear and tear occurred.

16. Change-of-mind returns

Where a change-of-mind return is accepted for a physical product:

  • you must notify us within [INSERT NUMBER] days after delivery;
  • the product must be unused and in resalable condition;
  • the product must be returned with its original packaging and accessories; and
  • the customer may be responsible for return-delivery costs.

Delivery charges are not ordinarily refundable for a change-of-mind return unless required by law.

Products made to order, personalised products, opened hygiene-sensitive products and certain other legally excluded products may not qualify for change-of-mind returns.

17. Digital product refunds

Because a digital product cannot practically be returned after it has been delivered, downloaded or accessed, Cat Action Team does not ordinarily provide a change-of-mind refund after digital delivery where the law permits this.

This does not affect your rights if:

  • you received the wrong digital product;
  • the file is materially defective or corrupted;
  • the product materially differs from its description;
  • the download link does not work;
  • you were charged more than once;
  • the product was not supplied within the agreed or legally required period; or
  • a refund or another remedy is required by law.

We will usually attempt to repair the problem or provide replacement access before issuing a refund.

18. Accidental digital purchases

If you purchased a digital product accidentally, contact us immediately.

We may be able to cancel and refund the order if:

  • the product has not been delivered;
  • the download link has not been used;
  • the product has not been accessed;
  • fulfilment can still reasonably be stopped; and
  • cancellation is permitted by law.

We cannot guarantee cancellation after the digital product has been delivered, accessed or downloaded.

19. Donations and fundraising contributions

Donations are voluntary contributions and are generally non-refundable once received and allocated to Cat Action Team’s animal-welfare work.

We may consider a refund where:

  • a donation was processed more than once;
  • the incorrect amount was entered or processed;
  • the transaction was genuinely unauthorised;
  • a material payment-processing error occurred; or
  • a refund is required by law.

Where a donation is made through an external fundraising platform, the platform’s refund procedures may also apply.

If a campaign is fully funded, completed or no longer possible, Cat Action Team may apply remaining funds to similar animal-welfare work or another area where the need is greatest.

20. How to request a return or refund

Send your request to actionteam.cat@gmail.com.

Please include:

  • your full name;
  • order or transaction number;
  • date of purchase;
  • email address used during checkout;
  • product name;
  • amount paid;
  • reason for the request; and
  • photographs, screenshots or other supporting information where relevant.

Do not send complete payment-card or banking details by email.

21. Assessment of requests

Before approving a return or refund, we may verify:

  • the order and payment;
  • whether a digital product was delivered or accessed;
  • the condition of a returned product;
  • the nature of the alleged defect;
  • delivery or tracking information;
  • whether the transaction was processed by us or by a third party; and
  • other information reasonably required to prevent fraud.

Every request will be assessed fairly and in accordance with applicable South African law.

22. Approved refunds

Approved refunds will ordinarily be issued through the original payment method.

Although Cat Action Team may authorise a refund promptly, banks and payment providers may require several business days to reflect the amount in your account.

Delivery and return costs will be refunded where required by law or expressly approved by Cat Action Team.

Cat Action Team is not responsible for currency-conversion differences, international transaction fees or bank charges imposed independently by a customer’s financial institution.

23. Exchanges and replacement products

An exchange or replacement is subject to product availability.

If an approved replacement product is unavailable, we may offer:

  • an alternative product of equivalent value;
  • store credit;
  • a refund; or
  • another remedy agreed with you.

You do not have to accept store credit instead of a refund where South African law entitles you to a monetary refund.

24. Fraudulent or abusive claims

Cat Action Team may refuse a claim that is fraudulent, dishonest or abusive, provided that doing so does not restrict a valid consumer right.

This includes:

  • falsely claiming that an accessed download was not received;
  • distributing a digital product after receiving a refund;
  • returning a different physical product;
  • intentionally damaging a product; or
  • initiating a chargeback after receiving an agreed replacement or refund.

Suspected fraud may be reported to the payment provider or an appropriate authority.

25. Contact details

Cat Action Team

Website: https://www.catactioncpt.org.za/
Email: actionteam.cat@gmail.com
NPO registration number: 008-438
PBO reference number: 930083921