Refund Policy

This policy applies to purchases made through AISJ Shop. It does not limit any rights or remedies available under applicable South African law.

1. Change-of-mind requests

Eligibility for a change-of-mind cancellation or refund depends on the type of item or service, the listing terms, its fulfilment status, and applicable law. Contact us promptly so we can assess the request. Your statutory rights remain unaffected.

2. When we will refund

We will issue a full refund in the following situations:

• Duplicate stock allocation: if the same limited item was allocated to more than one buyer, the affected buyer will be refunded in full.
• Item or service unavailable: if we are unable to provide what you paid for.
• Payment error: if you were incorrectly charged or charged twice.

3. Damaged or incorrect items

If a physical item is damaged when supplied or you receive the wrong item, please contact us as soon as possible. We will assess the issue and provide an appropriate remedy, which may include repair, replacement, or refund, in accordance with applicable law.

4. How to request a refund or report an issue

Please contact us via the Contact page. Include:

• Your order reference number (from your confirmation email).
• The purchaser name and, if supplied, the child's name used at checkout.
• A description of the issue (and a photo if applicable).

You can reach the AISJ Shop support team using the contact details on that page. We aim to respond within 1–2 working days during the school term.

5. How refunds are processed

Approved refunds are paid back to the original payment method via Paygate, typically within 5–10 working days.

6. Questions

For any questions about this policy, please use the Contact page.