Last updated: 19 June 2026
1. Introduction
This Refunds and Returns Policy explains how returns, exchanges, cancellations and refunds are handled for purchases made through Legacy Online.
We aim to deal with all customers fairly and in line with applicable South African consumer protection laws.
If you have any questions about a return or refund, please contact us before sending anything back.
Email: sales@legacyonline.co.za
2. Physical products
Physical products may include printed books, magazines or other physical items purchased through the Legacy Online shop.
You may request a return or exchange if:
the item is defective;
the item is damaged when delivered;
the wrong item was supplied;
the item does not match the order description;
you are entitled to return the item under applicable consumer law.
To request a return, please email sales@legacyonline.co.za with:
your order number;
your name and contact details;
the item you want to return;
the reason for the return;
clear photos if the item is damaged, defective or incorrect.
Please do not return products without first contacting us and receiving return instructions.
3. Condition of returned items
Where an item is returned because it is unwanted or ordered in error, it must be returned unused, undamaged and in its original packaging where reasonably possible.
We may refuse a return or reduce the refund amount if the item is returned damaged, used, incomplete or not in a resaleable condition, unless the return is due to a defect, damage on delivery, or another reason protected by law.
4. Damaged, defective or incorrect items
If your order arrives damaged, defective or incorrect, please contact us as soon as possible at sales@legacyonline.co.za.
We may ask for photos of the item and packaging so that we can assess the issue.
Where the return is approved, we may offer a repair, replacement, exchange, store credit or refund, depending on the circumstances and your rights under applicable law.
If the issue was caused by our error, we will not expect you to carry the reasonable return cost.
5. Change-of-mind returns
If you bought a physical product online and wish to cancel or return it without giving a reason, please contact us within 7 days of receiving the product.
The product must be returned in its original, unused and resaleable condition.
The customer is responsible for the direct cost of returning the product, unless the item is defective, damaged or incorrectly supplied.
Some products may be excluded from change-of-mind returns where the law allows this, including items that are personalised, specially ordered, digital, downloadable, or unsuitable for return by their nature.
6. Digital products and downloads
Digital products may include downloadable files, e-books, PDFs, digital magazines or other electronic content.
Because digital products cannot usually be returned once accessed, downloaded or delivered, refunds for digital products are generally not offered after access has been provided.
However, we will consider a refund, replacement or technical assistance where:
the wrong digital product was supplied;
the file is defective or cannot be accessed due to an issue on our side;
the download link does not work and we cannot reasonably fix it;
a refund is required by law.
If you experience a problem with a digital product, please contact us at sales@legacyonline.co.za.
7. Magazines and flipbook access
Legacy Magazine issues may be made available through online flipbook links or other digital access methods.
If a flipbook link does not work, please contact us so that we can correct the link or provide access where appropriate.
Refunds are not normally provided for free magazine access, archived magazine links or digital access that has already been successfully provided, unless required by law.
8. Sale, discounted and promotional items
Sale, discounted and promotional items may be refunded or exchanged where required by law, including where an item is defective, damaged, incorrectly supplied or does not match the order description.
Where a return is accepted for a non-defective sale item, the refund may be based on the amount actually paid.
9. Competitions and prizes
Competition prizes are not refundable and cannot be exchanged for cash unless this is specifically stated in the competition rules.
If a prize is damaged, unavailable or needs to be substituted, Legacy Online may provide a suitable replacement where reasonable.
Competition-specific rules may apply.
10. Refund process
Once we receive and inspect a returned item, we will notify you whether the refund has been approved.
Approved refunds will usually be processed to the original payment method where possible.
Refund processing times may depend on the payment provider, bank or card issuer.
Shipping fees are not refundable unless the return is due to our error, a defective item, a damaged item or another reason required by law.
11. Return shipping
Before returning an item, please email sales@legacyonline.co.za for return instructions.
Return address: [Insert physical return address or “to be supplied after return approval”]
Customers are responsible for packaging returned items securely.
We recommend using a trackable courier or postal service for returns, especially for higher-value items. Legacy Online cannot be responsible for returned items that are lost or damaged in transit unless the return shipping was arranged by us.
12. Orders that cannot be fulfilled
If we are unable to fulfil an order because the item is unavailable or there is another issue with the order, we will contact you and offer a suitable solution.
This may include a replacement item, delayed delivery by agreement, store credit or a refund.
13. Contact us
For refund, return or exchange queries, please contact:
Legacy Online
Email: sales@legacyonline.co.za
Please include your order number where applicable.