MONARCH DETAILING

RETURNS & REFUND POLICY

Effective Date: 24 September 2026

At Monarch Detailing, we take pride in supplying quality automotive detailing products. Because our products may be opened, used, handled or contaminated after delivery, returns and refunds are subject to the terms below.

This policy applies to all purchases made through Monarch Detailing, including purchases made through our website, social media channels, marketplaces and other authorised sales channels.

1. NO CHANGE-OF-MIND RETURNS

Monarch Detailing does not offer voluntary returns, exchanges or refunds simply because a customer has changed their mind, ordered the wrong product, ordered the wrong quantity, no longer requires the product, does not like the product, or expected a different result.

Customers are responsible for ensuring that they have selected the correct product before completing their purchase.

2. USED, OPENED OR ALTERED PRODUCTS

For hygiene, safety, quality-control and product-integrity reasons, Monarch Detailing will not ordinarily accept the return of products that have:

• Been opened;

• Been used or partially used;

• Been diluted, mixed or altered;

• Been transferred into another container;

• Been contaminated or exposed to foreign substances;

• Had labels, seals or packaging removed or damaged;

• Been damaged through incorrect storage or handling;

• Been used contrary to the product instructions, warnings or recommendations; or

• Been damaged after delivery through customer misuse, negligence or improper handling.

Any product returned without prior written authorisation from Monarch Detailing may be refused.

3. INCORRECT PRODUCT ORDERED BY THE CUSTOMER

If a customer orders the incorrect product, size, quantity, fragrance, variant or other option, Monarch Detailing is not responsible for the customer's selection.

Monarch Detailing may, entirely at its discretion, offer an exchange or other solution. Any such solution is a goodwill gesture and does not create an ongoing obligation to provide exchanges or refunds.

Where an exchange is approved, the customer may be responsible for all applicable return and reshipping costs.

4. PRODUCT PERFORMANCE AND CUSTOMER EXPECTATIONS

Monarch Detailing products are intended to be used in accordance with their stated instructions and intended applications.

Differences in results may occur depending on, among other things:

• Vehicle condition;

• Paint or surface condition;

• Existing coatings or treatments;

• Previous chemical or product use;

• Application method;

• Dilution ratios;

• Weather conditions;

• Temperature;

• Water quality;

• Surface preparation;

• Equipment used; and

• User technique.

A customer not achieving their expected result does not, by itself, establish that a product is defective.

Customers must follow all product instructions, warnings and recommended application procedures.

5. DAMAGE CAUSED BY INCORRECT USE

Monarch Detailing is not responsible for damage caused by:

• Failure to follow product instructions;

• Incorrect dilution;

• Incorrect application;

• Leaving a product on a surface for longer than recommended;

• Applying a product to an unsuitable surface;

• Mixing products or chemicals;

• Using inappropriate equipment;

• Improper storage;

• Exposure to excessive heat, freezing conditions or other unsuitable conditions;

• Negligence;

• Abuse or misuse; or

• Any use outside the product's intended purpose.

Where a customer alleges that a product caused damage, Monarch Detailing may require photographs, videos, proof of purchase, product information and a detailed description of the circumstances before considering the complaint.

6. ALLEGEDLY DEFECTIVE OR INCORRECT PRODUCTS

If a customer believes that a product is defective, damaged before delivery, or materially different from the product ordered, the customer must contact Monarch Detailing as soon as reasonably possible.

The customer may be required to provide:

• Order number or proof of purchase;

• Photographs and/or videos;

• Photographs of the product and packaging;

• Batch or product identification information where applicable;

• A description of the alleged defect or problem;

• Details of how the product was stored and used; and

• Any other information reasonably required to investigate the claim.

Monarch Detailing reserves the right to inspect and assess the product before determining whether the complaint is valid.

A product will not automatically be considered defective merely because a customer alleges that it is defective.

Where a statutory consumer right applies, Monarch Detailing will provide the remedy required by applicable South African law.

7. DAMAGE DURING DELIVERY

Customers must notify Monarch Detailing promptly if an order arrives visibly damaged.

Photographic evidence of the outer packaging, shipping label, internal packaging and damaged product may be required.

Where the damage occurred during delivery and the customer has a valid statutory or contractual claim, Monarch Detailing will work with the customer and the relevant delivery provider to resolve the matter.

Customers should not dispose of damaged packaging or products until Monarch Detailing has completed its investigation.

8. LOST, STOLEN OR INCORRECTLY SUPPLIED DELIVERIES

Customers are responsible for providing accurate delivery information at checkout.

Monarch Detailing is not responsible for delays, failed deliveries or losses resulting from:

• Incorrect or incomplete delivery information supplied by the customer;

• The customer being unavailable to receive the order;

• Refusal of delivery;

• Failure to collect an order where collection is required;

• Incorrect information supplied to the courier;

• Customer-requested delivery changes; or

• Events outside Monarch Detailing's reasonable control.

Where a parcel is confirmed by the courier as delivered to the address supplied by the customer, Monarch Detailing may require the customer to first investigate the delivery with the courier before any replacement or refund is considered.

9. REFUNDS

Where a refund is legally required or has been expressly approved by Monarch Detailing, the refund will be processed using the original payment method where reasonably possible.

Monarch Detailing will not provide cash refunds where another legally compliant refund method is available.

Refund processing times may depend on the payment provider or financial institution used by the customer.

10. RETURN AUTHORISATION

Customers must not send products back without receiving written authorisation from Monarch Detailing first.

Unauthorised returns may be refused or returned to the customer at the customer's expense, subject always to any rights the customer may have under applicable law.

Where a return has been authorised, Monarch Detailing will provide the customer with return instructions.

11. RETURN SHIPPING COSTS

Unless applicable law requires otherwise, the customer is responsible for the cost and risk associated with returning a product where the return is requested because of:

• Change of mind;

• Incorrect product selection;

• Incorrect quantity ordered;

• Customer preference;

• Customer misuse;

• Failure to follow instructions; or

• Any other reason for which Monarch Detailing is not legally responsible.

Where Monarch Detailing is legally responsible for a valid defective or incorrect-product claim, return arrangements will be handled in accordance with applicable law.

12. PROOF OF PURCHASE

Monarch Detailing may require reasonable proof that a product was purchased from Monarch Detailing before processing a return, replacement or refund request.

Proof of purchase may include an order number, invoice, payment confirmation or other transaction record.

13. STATUTORY CONSUMER RIGHTS

Nothing in this policy is intended to exclude, restrict or waive any right or remedy that a consumer has under mandatory provisions of South African law.

Where the Consumer Protection Act 68 of 2008 or another applicable law provides a consumer with a right to return goods, repair, replacement, refund or cancellation, that right will apply to the extent required by law.

For example, the CPA provides an implied warranty of quality and, in specified circumstances, allows a consumer to return goods within six months where the goods fail to satisfy the applicable quality requirements.

For qualifying electronic transactions, the Electronic Communications and Transactions Act also provides a seven-day cooling-off right for certain goods, subject to the statutory exceptions.

14. NO WAIVER OF LEGAL RIGHTS

Nothing in this policy limits any consumer protection, statutory warranty, cancellation right or other mandatory legal protection that cannot lawfully be excluded.

Any provision of this policy that is found to be unenforceable will be interpreted or severed to the minimum extent necessary, while the remainder of the policy will continue to apply.

15. FRAUDULENT OR ABUSIVE CLAIMS

Monarch Detailing reserves the right to investigate suspected fraudulent, dishonest, abusive or unreasonable refund and return claims.

This may include claims involving:

• False statements regarding product condition;

• Deliberate product damage;

• Repeated unreasonable claims;

• Attempts to obtain refunds while retaining products;

• Manipulation or alteration of products;

• False delivery claims; or

• Other conduct reasonably suspected to constitute abuse of the returns process.

Nothing in this section limits any consumer's legitimate statutory rights.

16. POLICY CHANGES

Monarch Detailing reserves the right to amend this Returns & Refund Policy from time to time.

The version applicable to an order will generally be the version in effect at the time the order was placed, subject to any mandatory legal requirements.

17. CONTACT

For return, refund or product-related enquiries, customers should contact Monarch Detailing through the official contact details provided on the Monarch Detailing website.

Please include your full name, order number, product purchased and a detailed description of the issue when contacting us.