Returns, Refunds & Cancellations

Refund, return and cancellation policy

Last updated: 7 October 2026.

The Kreativ Block (Pty) Ltd (“TKB”) supplies Block Essentials physical products, digital products and professional/productised services.

Nothing in this Policy excludes, restricts or limits a consumer right that cannot lawfully be excluded under applicable South African law, including the Consumer Protection Act 68 of 2008 (“CPA”) and the Electronic Communications and Transactions Act 25 of 2002 (“ECTA”).

1. Block Essentials: physical goods

Online cooling-off right

Where ECTA section 44 applies, a consumer may cancel an eligible electronic transaction for physical goods without reason and without penalty within seven days after receiving the goods. The only charge that may be levied on the consumer for that statutory cooling-off return is the direct cost of returning the goods. If payment was already made, the consumer is entitled to a full refund of that payment within 30 days of cancellation.

ECTA section 44 is subject to the exclusions in section 42(2). For example, the cooling-off right does not apply to certain personalised or made-to-specification goods and other categories excluded by law.

Please return all supplied components and accessories and, where reasonably possible, the original packaging. Take reasonable care of the goods while they are in your possession. These practical return requests do not remove a statutory right where the law does not permit that right to be limited.

Defective, unsafe or poor-quality goods

Block Essentials goods are supplied with the statutory implied warranty of quality under the CPA. If goods fail to meet the applicable quality standards, the consumer may, within six months after delivery and subject to the CPA, return the goods without penalty and at the supplier’s risk and expense and direct TKB to repair or replace the goods, or refund the price paid.

If TKB repairs goods and, within three months after that repair, the defect, failure or unsafe feature is not remedied or a further defect, failure or unsafe feature is discovered, the CPA may entitle the consumer to a replacement or refund.

These rights do not apply to a problem caused by alteration, misuse or conduct for which the law does not hold the supplier responsible.

Other CPA returns

CPA section 20 provides additional return rights in specified circumstances. These include qualifying direct-marketing returns, certain goods the consumer did not have an opportunity to examine before delivery, mixed deliveries, and goods supplied for a particular purpose communicated to the supplier that are found within 10 business days after delivery to be unsuitable for that purpose. The applicable return-cost and refund rules depend on the reason for the return.

Direct marketing

If a transaction resulted from direct marketing and ECTA section 44 does not apply, CPA section 16 may give a consumer a separate right to rescind the transaction without reason or penalty within five business days after the later of the date the agreement was concluded or the goods were delivered. Where that section applies, the supplier must refund payment within the statutory period, including within 15 business days after receiving the returned goods where goods were delivered.

Voluntary change-of-mind returns outside a statutory right

Outside an applicable statutory cooling-off or return right, TKB does not guarantee a change-of-mind return. TKB may agree to accept an unused, undamaged product as a discretionary return, subject to conditions agreed with the customer before the return is sent.

How to request a physical return

Email thekreativblock@gmail.com with the order number and the item concerned. If the goods are damaged, defective or incorrect, photos and a short description are helpful for arranging the quickest remedy, but a request for supporting information does not remove a statutory right.

Please contact TKB before sending a parcel so that the correct return address and shipping instructions can be supplied. This administrative step does not prevent a consumer from exercising a statutory right.

For an ECTA cooling-off return, the consumer bears the direct return cost where the law permits. For a qualifying defective, unsafe or poor-quality return under the CPA, TKB bears the return risk and expense as required by law.

2. Digital products

Digital products are delivered electronically. TKB digital manuals are supplied as electronic books. ECTA section 44 is subject to statutory exclusions in section 42(2), including the sale of books and certain other categories, so a change-of-mind cooling-off right may not apply to a digital manual.

Once a digital product has been successfully delivered or download access has been provided, TKB does not ordinarily provide a change-of-mind refund to the extent permitted by law.

This does not affect any statutory right that applies where a digital product is materially defective, materially misdescribed, incorrectly supplied or inaccessible because of a failure attributable to TKB. Where a download does not function correctly, contact TKB so that access can be investigated and, where appropriate, restored or the correct file supplied.

3. Services

Where ECTA section 44 applies to a service, a consumer may cancel the eligible electronic transaction without reason and without penalty within seven days after the agreement was concluded. Under ECTA section 42(2)(d), that cooling-off right does not apply to services that began with the consumer’s consent before the end of that seven-day period.

If an ECTA cooling-off right does not apply and the service purchase resulted from direct marketing, CPA section 16 may provide a separate five-business-day cooling-off right.

Outside an applicable statutory cooling-off right, customers wishing to cancel a service should notify TKB in writing as soon as possible. Where work has commenced, TKB may charge for work reasonably completed and non-recoverable commitments where permitted by law. Where a service materially fails to meet a standard or right imposed by applicable law, the statutory remedies remain available.

4. Duplicate or incorrect payments

A verified duplicate payment or amount charged in error will be corrected or refunded.

5. Refund processing

Where ECTA section 44 applies, a full refund of the payment must be made within 30 days of cancellation. Where CPA section 16 applies to a direct-marketing cancellation, refunds are made within the period required by that section.

Other approved refunds will ordinarily be returned through the original payment method where reasonably possible. The time required for funds to appear after TKB processes a refund may depend on the customer’s bank or payment provider.