WARRANTY, RETURNS & REPAIRS POLICY
For purchases made in South Africa
AT FIRST GLANCE
30-day change-of-mind returns (new, unused, in original packaging - see Section 5).
Online cooling-off: cancel within 7 days after receiving goods (ECTA s44) - return shipping is the direct cost of returning the goods. Refunds within 30 days of cancellation.
Direct marketing cooling-off: cancel within 5 business days (CPA s16) where applicable.
Faulty/defective goods: within 6 months you may choose repair, replacement or refund (CPA s56).
Repairs: if a defect is not fixed and recurs within 3 months after repair, you are entitled to a replacement or refund (CPA s56(3)).
Need help? Contact HULA Support via the details on your invoice or our Store & Contact page.
1. SCOPE AND WHO THIS POLICY APPLIES TO
This Warranty, Returns & Repairs Policy applies to goods sold and/or fitted by HULA in South Africa, whether purchased in-store, through our website, or via an authorised sales channel.
If any part of this policy conflicts with applicable consumer law, the law will apply. Nothing in this policy is intended to limit your statutory rights.
2. DEFINITIONS
Consumer means a consumer as defined in the Consumer Protection Act 68 of 2008 (CPA).
Delivery includes collection from a HULA store or collection point.
Goods includes roof boxes, roof racks, bike racks, tonneau covers, side steps, accessories, spare parts and any other products supplied by HULA.
Installed/Fitted means goods that have been mounted, affixed or attached to a vehicle or any other property.
Proof of purchase means your invoice, till slip, or other valid purchase record.
Special-order goods
3. HOW TO START A RETURN, REPAIR OR WARRANTY CLAIM
Have your proof of purchase ready (invoice/receipt).
Share photos and/or a short video showing the problem (where relevant).
Tell us whether the item is uninstalled or already fitted to the vehicle.
Contact HULA Support (via WhatsApp/email/phone - see your invoice or our website) and we will issue a Return/Claim Reference and next steps.
For bulky items (like roof boxes and racks), we may arrange a store drop-off appointment or collection to keep things safe and efficient.
4. YOUR KEY RIGHTS UNDER SOUTH AFRICAN CONSUMER LAW
This section summarises key consumer rights that commonly affect warranties and returns. It is not a full statement of the law.
Quality service (CPA s54): services must be performed in a timely manner and with the quality people are generally entitled to expect. If not, you may require the supplier to remedy the defect or refund a reasonable portion of the price.
Safe, good quality goods (CPA s55): goods must be reasonably suitable for their intended purpose, of good quality, in good working order and free of defects, and durable for a reasonable period.
Implied 6-month warranty (CPA s56): within six months of delivery you may return defective goods at the supplier's risk and expense and choose a repair, replacement or refund.
Repair follow-up (CPA s56(3)): if goods are repaired and the defect is not fixed (or recurs) within three months after the repair, you are entitled to a replacement or refund.
Warranty on repaired goods (CPA s57): parts installed during a repair (and the labour to install them) are warranted for three months (or longer if specified).
Returns in certain situations (CPA s20): the CPA allows returns in specific circumstances (including cooling-off for direct marketing and unsuitable goods for a communicated purpose). Who pays return shipping depends on the return reason.
Online cooling-off (ECTA s44): for many online transactions, you may cancel within seven days after receiving goods. The only charge that may be levied is the direct cost of returning the goods. If you have paid, you are entitled to a full refund within 30 days of cancellation.
Important: We will always apply the CPA/ECTA where it gives you stronger protection than our store policy. If our store policy is more generous, we will apply our store policy.
5. CHANGE-OF-MIND RETURNS (HULA STORE POLICY)
We get it - sometimes plans change. If you bought the wrong size roof box, changed vehicles, or simply changed your mind, our store policy offers a simple return option over and above your statutory rights.
Return window: 30 days from delivery/collection.
Condition requirements:
Item is new, unused and not fitted/installed.
Returned in the original packaging with all accessories, keys, bolts, manuals and protective materials.
No markings, scratches, dents, or signs of use (we must be able to re-stock the item).
You provide proof of purchase.
What you can choose: refund to the original payment method, store credit, or exchange (subject to stock availability).
Return costs: change-of-mind returns are at the consumer's cost and risk (unless we agree otherwise in writing).
Not eligible for change-of-mind returns:
Goods that have been installed/fitted, permanently affixed or altered.
Special-order goods (ordered in specifically for you), unless defective.
Clearance items marked as final sale (unless defective).
Gift cards/vouchers (unless required by law).
6. ONLINE & DIRECT MARKETING CANCELLATIONS (COOLING-OFF)
Different cooling-off rules can apply depending on how the sale happened.
Online purchases (ECTA section 44): You may cancel without reason and without penalty within 7 days after receiving the goods. The only charge is the direct cost of returning the goods. If you have paid, you are entitled to a full refund within 30 days of cancellation.
Direct marketing (CPA section 16): If the transaction resulted from direct marketing and ECTA section 44 does not apply, you may cancel within 5 business days. The supplier must return any payment within 15 business days after receiving the returned goods (or the cancellation notice if no goods were delivered).
We will guide you on which rule applies to your purchase, and we will confirm the process in writing.
7. INCORRECT ITEMS, MISSING PARTS, OR TRABSIT DAMAGE
If we delivered the wrong item, something is missing, or your delivery arrived damaged, contact us as soon as possible (ideally within 48 hours of delivery/collection) with photos. We will arrange the quickest fix: replacement parts, exchange, or collection and replacement.
These issues are handled at HULA's cost where the error or damage is attributable to us or our courier.
8. RETURNS FOR GOODS UNSUITABLE FOR A COMMUNICATED PURPOSE (CPA SECTION 20(2)(D))
If you told us the specific purpose you needed the goods for (for example: 'I need a roof box that fits without roof bars on a specific vehicle') and the goods are found to be unsuitable for that purpose within 10 business days after delivery, you may be entitled to return them for a refund in terms of CPA section 20(2)(d), read with section 55(3).
Important limitations: this right generally does not apply if the goods have been disassembled, physically altered, permanently installed or otherwise integrated into other property.
Where CPA section 20 applies, the CPA also sets rules on who bears the risk and expense of returning the goods, and whether any reasonable charge may apply if packaging is opened or goods were used to assess acceptability.
9. FAULTY, UNSAFE OR DEFECTIVE GOODS (CPA SECTIONS 55-57)
HULA stands behind the quality of the products we sell. If your product is faulty, unsafe or defective, your remedies depend on the facts and the timeframe since delivery.
Within 6 months of delivery (CPA s56): you may return the goods at the supplier's risk and expense and choose one of the following remedies:
Repair (we fix the issue), or
Replacement (a new unit of the same model, subject to availability), or
Refund (to the original payment method, unless otherwise agreed).
If the product is repaired: if the defect is not remedied or a further defect is discovered within 3 months after the repair, you are entitled to a replacement or refund (CPA s56(3)).
Repairs and parts: any new or reconditioned part installed during a repair (and the labour to install it) is warranted for 3 months (or longer if specified) (CPA s57).
Assessment: We may need to inspect or test the goods to confirm the fault and the cause. If the issue is due to misuse, accidental damage, overloading, unauthorised modification or unauthorised repair, it may not qualify for a free remedy - we will quote before doing any chargeable work.
10. MANUFACTURER WARRANTIES & COMMON EXCLUSIONS
Many products carry an additional manufacturer warranty (which may be longer than 6 months). Where applicable, HULA will help you facilitate a manufacturer claim.
Like most premium gear brands, warranties generally do not cover:
Normal wear and tear, cosmetic scratches, or fading from ordinary use.
Damage caused by accidents, impacts, improper storage, or environmental events.
Misuse, overloading, or failure to assemble/mount/use the product according to the manufacturer's instructions.
Unauthorised modifications or repairs.
Note: the CPA may still apply even where a manufacturer warranty excludes something. We will always assess claims in line with South African law.
11. FITMENT & INSTALLATION SERVICES
If HULA performs a fitment/installation service, we will do so with care and in line with the quality standards people are generally entitled to expect (CPA s54).
If something is not right with a HULA fitment, contact us as soon as possible. We will inspect and, where required, remedy the workmanship issue or refund a reasonable portion of the service fee (depending on the circumstances).
Safety note: roof-load ratings, mounting methods and torque checks matter. Always follow load limits and re-check fasteners after the first trip and at regular intervals.
12. REFUNDS: HOW AND WHEN WE PAY YOU BACK
Refunds are made to the original payment method where possible (card reversal/EFT), unless we agree to store credit or an exchange.
Once we receive and inspect a returned item, we aim to process eligible refunds within 5 business days.
Banking timelines vary. Card reversals can take longer to reflect than EFTs.
Where a statutory cooling-off period applies, legal refund timelines apply (for example: ECTA requires refunds within 30 days of cancellation; CPA direct marketing refunds within 15 business days after receiving the returned goods).
13. SHIPPING, COLLECTIONS & WHO PAYS
Who pays return shipping depends on the reason for return. The CPA/ECTA sets some of these rules.
The table above is a simplified guide. In some cases the CPA allows a supplier to charge a reasonable amount for use/restoration when goods are returned in opened packaging or used to assess acceptability.
14. SPECIAL-ORDER ITEMS, CUTOM WORK & LIMITATIONS
Some items are ordered in specifically for you or configured for a particular vehicle. Where goods are special-order goods, change-of-mind cancellations may be restricted. This does not affect your rights if the goods are defective.
Where goods have been permanently installed, disassembled, physically altered or integrated into other property, certain return rights under CPA section 20 may not apply.
15. QUESTIONS, COMPLAINTS & DISPUTE RESOLUTION
If you are unhappy with a decision on a return or warranty claim, please contact HULA Support and ask for escalation. We'll aim to resolve the matter quickly and fairly.
If we cannot resolve the issue, you may have the right to approach an accredited industry ombud scheme or the National Consumer Commission, depending on the nature of the complaint.
16. UPDATES TO THIS POLICY
We may update this policy from time to time. The version and effective date at the top of this document apply to your transaction unless the law requires otherwise.
References (for convenience)
Consumer Protection Act 68 of 2008 (CPA) - especially sections 16, 20, 54-57.
Electronic Communications and Transactions Act 25 of 2002 (ECTA) - especially section 44.
Thule warranty guidance (used as style inspiration for warranty exclusions and claim steps).
Yuppiechef returns and repairs guidance (used as style inspiration for a clear returns process and timelines).
