Cancellation Policy

Cancellation Policy

At SmileStation, we understand that you may occasionally need to cancel an order. This policy explains when and how you can cancel, and how it relates to our Refund & Returns Policy. All prices and refunds are in South African Rand (R / ZAR) and all timeframes are in South African Standard Time (SAST).

Cancelling before dispatch

If you change your mind after placing an order but before it has been dispatched, you can cancel it free of charge.

  • Email us at smilestationadmin@gmail.com (or WhatsApp / call 072 974 8888) as soon as possible with your order number and a request to cancel.
  • We will confirm whether your order can still be stopped. Once an order has been handed to our courier it can no longer be cancelled in transit (see below).
  • If your order is cancelled before dispatch, we will refund the full amount to your original payment method.

Cancelling after dispatch

Once your order has been dispatched we are unable to cancel it in transit. If you no longer want the item, you may instead:

  • Exercise your 7-day cooling-off right under section 44 of the Electronic Communications and Transactions Act 25 of 2002 (ECTA) once you receive the item; or
  • Return the item under our Refund & Returns Policy (unused, not mounted, in its original packaging).

Where a cooling-off cancellation applies, your refund will be made within the 30-day period required by section 44 of ECTA.

Changing an order

If you would like a different colour before your order is dispatched, contact us as soon as possible and we will change it, subject to stock availability. Once dispatched, a change is treated as a return plus a new order under our Refund & Returns Policy.

Cancellations by SmileStation

We may need to cancel an order, in whole or in part, where:

  • the item is out of stock or no longer available;
  • there was an error in the product description, image or price;
  • we are unable to verify your payment or delivery details; or
  • we suspect fraudulent or unauthorised activity.

If we cancel your order, we will notify you by email and refund any amount already paid to your original payment method, without undue delay.

Your rights under South African law

Nothing in this Cancellation Policy limits your rights under the Consumer Protection Act 68 of 2008 or the Electronic Communications and Transactions Act 25 of 2002, including the cooling-off right described above.

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