Last updated: 12 October 2026

This policy explains how to cancel an order, return goods and get a refund from Lema International Trading (Pty) Ltd (“Lema”, “we”, “our”). It covers orders placed on this website and orders placed with our sales team. Read it with our terms and conditions. Nothing in this policy limits the rights you have under the Consumer Protection Act 68 of 2008 (CPA) or the Electronic Communications and Transactions Act 25 of 2002 (ECTA).

Which part applies to you

  • Retail customers are individuals, and businesses that are consumers under the CPA: a company or other legal entity whose asset value and annual turnover are both below R2 million, the threshold set under section 6 of the CPA. The retail section applies to you.
  • Trade and business customers are businesses that buy on a Lema trade account, and businesses that are not consumers under the CPA. The trade section applies to you.
  • Organisations with a written supply agreement follow the returns terms in that agreement, together with any rights the law gives them that cannot be excluded.

Branded and custom goods

Branding is quoted separately, and nothing is produced until you approve the branding proof. Check the proof carefully before you approve it: the wording and spelling, logo, colours, size and position.

Once you approve the proof, the goods are made to your specification. The ECTA cooling-off period does not apply to them (ECTA s42(2)(f)), and apart from the direct-marketing cooling-off described under Retail customers, they cannot be cancelled or returned because you have changed your mind.

Branding that matches the approved proof, within the colour, size and placement tolerances in our terms and conditions, is not an error, including any wording, spelling, colour reference, size or position shown on the proof. If the branding does not match the approved proof, or the decoration is faulty, we remake the affected items, or refund or credit you for them, as set out below.

Retail customers

Cancelling an online order (ECTA s44)

If you are an individual buying as the end user (not for resale) and you bought goods from us electronically, for example on this website or by e-mail, you may cancel the order without giving a reason and without penalty within 7 days after you receive the goods.

  • Tell us within the 7 days, giving your order number.
  • Send the goods back complete, with everything that came with them, packed so that they are not damaged on the way. You pay only the direct cost of returning them (ECTA s44(2)).
  • We refund what you paid within 30 days of the date you cancel (ECTA s44(3)).

This right does not apply to branded goods or other goods made to your specification or clearly personalised, or to goods that are likely to deteriorate or expire rapidly (ECTA s42(2)(f)).

Cancelling after direct marketing (CPA s16)

If you bought goods because we approached you directly, for example in person or by phone, and the ECTA cooling-off right does not apply, you may cancel in writing within 5 business days after the later of the date of the agreement and the date of delivery. Return the goods at your own cost and risk (CPA s20(4)). We refund you within 15 business days after we receive the goods back, or after we receive your notice if nothing was delivered (CPA s16(4)).

Defective goods: the six-month warranty (CPA s55 and s56)

Goods we supply must be reasonably suitable for their usual purpose, of good quality, in good working order, free of defects, and usable and durable for a reasonable time (CPA s55(2)). This includes the branding we apply.

Within six months after delivery, you may return goods that do not meet this standard. We bear the risk and cost of the return and, at your choice, repair or replace the goods or refund the price you paid (CPA s56(2)). If we repair goods and within three months the fault is not fixed or another fault appears, we replace the goods or refund you (CPA s56(3)).

Branding is defective if it does not match the proof you approved, allowing for the tolerances in our terms and conditions, or if it peels, cracks or comes loose with normal use and care. We remake the affected items or refund you for them, at your choice.

The warranty does not cover normal wear and tear, misuse or accidental damage, goods altered against our instructions or after they left our control (CPA s56(1)), or a condition we told you about before you bought and that you accepted (CPA s55(6)).

Wrong, missing, damaged or unsuitable goods (CPA s19 and s20)

  • If we deliver goods other than those you ordered, more than you ordered, or your goods mixed with goods you did not order, you may reject the goods that do not match your order (CPA s19).
  • If you told us the specific purpose you needed goods for and we supplied them for that purpose, you may return them if they are not suitable for it (CPA s20(2)(d)).
  • In both cases, return the goods within 10 business days after delivery. We bear the risk and cost of the return and refund you (CPA s20(4) and (5)). If you prefer, and we can, we deliver the correct goods instead. This does not apply to goods you have taken apart, altered, installed or combined with other goods (CPA s20(3)).
  • If items are missing from your order, we deliver them or refund you for them.
  • If a parcel arrives damaged, you may refuse it, or note the damage when you sign for it. Damaged goods are covered by the six-month warranty above.

Trade and business customers

This section applies unless a written agreement with us says otherwise. If your business is also a consumer under the CPA, the retail section applies to you as well, and where it gives you more, it applies instead.

Defects, branding errors and delivery problems

  • Report defects, branding that does not match the approved proof, shortages and wrong items within the period agreed for your account. If no period has been agreed, report them within 10 business days after delivery, or, for a fault that could not reasonably be seen on delivery, as soon as you find it.
  • We collect the affected goods at our cost, and either remake or replace them or credit you for them. We agree with you which remedy applies.

Returns for other reasons

  • Branded and custom goods cannot be returned once you have approved the proof.
  • We may accept unbranded stock items back if they are unused and in their original packaging, but only if we confirm this in writing before you send them. A restocking fee may apply, and we tell you the amount when we confirm. You pay the cost of sending the goods back.
  • Once we have received and checked the goods, we credit you or refund you, less any restocking fee we confirmed.

How to report a problem or cancel

Contact us before you send anything back, within the period that applies to you:

  • cancelling an online order: 7 days after you receive the goods
  • cancelling after direct marketing: 5 business days after the later of the agreement and delivery
  • wrong or unsuitable goods: 10 business days after delivery
  • defects, including faulty branding: six months after delivery
  • trade and business customers: the period in the trade section above

Give us your order number. For a problem with the goods, also tell us what is wrong and how many items are affected, and send photos that show the problem, including the branding where relevant.

E-mail [email protected], reply to your order confirmation e-mail or to your sales contact, use our contact form, or phone +27 11 794 2024. To cancel, write to us so that we both have a record.

Getting the goods back to us

  • Defects, branding errors, wrong or damaged goods: we arrange collection at our cost, or agree with you another way of returning the goods at our cost. We may need to see the goods to confirm the problem before we repair, replace, remake, credit or refund.
  • Change of mind: send the goods at your cost to Lema International Trading, 28 Raft Street, Laser Park, Honeydew, Johannesburg, 2170. Use a tracked service and keep the proof of sending.

Refunds

If you order through PunchOut from your company’s purchasing system, payment is handled by that system under your company’s agreement with Lema. Nothing is paid on this site.

  • We pay refunds to the payment method you used for the order. If that is not possible, we pay into a bank account in the name of the person who paid, after confirming the details with you.
  • Refunds for cancellations are paid within the periods given above. Other refunds are paid within 15 business days after we receive the returned goods, or after we agree the refund if nothing needs to come back.
  • Trade customers who buy on account may receive a credit on their account instead of a refund.

Your information

We use the details and photos you send us to deal with your cancellation, return or claim, and handle them as our privacy policy describes.