Cancellation and returns policy


The following Cancellations and Returns Policy (“Policy”) applies to all Products (physical and electronic) and Services offered by Optimi Home (Pty) Ltd (“Optimi”) through the Optimi Plus Platform and shall form part of the Terms and Conditions.

Words defined in the Terms and Conditions shall bear the same meaning in this Policy unless the context indicates otherwise. The provisions contained herein are not intended to limit a Client’s statutory rights in any way.

Transactions are subject to the Electronic Communication and Transaction Act, no 25 of 2002 (hereafter referred to as the “ETA”). The Policy utilises the ETA's provisions as a guideline regarding changes and cancellations.

Optimi shall comply with the provisions contained in the Consumer Protection Act, no 68 of 2008 (“CPA”) in so far as the provisions are applicable in a particular transaction.


    • 1.1 This Policy applies to all Products sold on the Optimi Plus Platform, including, but not limited to, Books (in any format), Educational Kits or Learning Aids, Software Licences, Events and Assessments and shall apply as follows:
      • 1.1.1 If notice of cancellation is transmitted to before the Product(s) is distributed or access to the Product(s) is granted, a full refund will be granted.
      • 1.1.2 If notice of cancellation is transmitted to within seven (7) days after the Client received access to the Product(s), and the Product(s) is returned unopened, in its original packaging and within fourteen (14) days of confirmation of the acceptance of the return, a full refund will be granted.
      • 1.1.3 If the package and/or content has been opened and/or damaged in any way, the cancellation may be rejected at the sole and absolute discretion of Optimi. The rejected parcel must be collected by the Client at the Optimi Warehouse in person or via courier at the Client’s own cost.
    • 1.2 Optimi shall not accept cancellations received more than fourteen (14) days after the Product(s) is distributed and/or access to the Product(s) is granted to the Client.




Physical Products


  • 2.1 The Client is responsible for returning all physical Products, undamaged and unused, in their original packaging, within fourteen (14) days of receiving authorisation to do so from Optimi.
  • 2.2 When returning a physical Product, the Client must:  
    • 2.2.1 Deliver the physical Product(s) to the Optimi Warehouse.
    • 2.2.2 Clearly mark the package containing the physical Product(s) to include the word “Return”, the order number, the Client’s name and contact details.
  • 2.3 Returns shall not be accepted and/or processed unless authorised by Optimi.
  • 2.4 Should a physical Product(s) that has been returned to Optimi be rejected after an inspection by Optimi, then the Client must collect the rejected physical Product(s) (either in person or via courier) from the Optimi Warehouse within seven (7) days of the rejection.
    • 2.4.1 It is specifically agreed that in such an instance, the Client shall bear all costs associated with the return of physical Products and/or loss or damage related to the return of the physical Products.
  • 2.5 Optimi shall not accept the return of physical Products after fourteen (14) days unless otherwise agreed to in writing between the Parties.


Electronic Products

  • 2.6 The Client is required to report any issues related to accessing the electronic Product(s) and/or any defects in the electronic Product(s) within three (3) months after the purchase of the electronic Product(s).
    • 2.6.1 Optimi will investigate the possible cause(s) of the issue(s) and identify an appropriate solution, which may include but shall not be limited to the issuing of a new link and/or providing the Client with a replacement electronic Product(s) of the same title.
  • 2.7 It is specifically agreed that the Client may not request a refund or cancellation in the instance wherein the Client does not possess the appropriate software and/or hardware to access electronic Product(s).


    • 3.1. Optimi endeavours to ensure that the Products delivered to the Client are of high quality, in good working order and without defects.
    • 3.2 A defect is a material imperfection in the manufacture of a Product or any characteristic that makes the Product less acceptable than one would reasonably be entitled to accept in the circumstances.
    • 3.3 If a Product(s) is damaged or defective, the Client is required to notify Optimi in writing by sending an email to within six (6) months after delivery/collection of the Product(s)

  • 4.1. If any Product(s) is not included in the delivery, the Client must notify Optimi of the missing Product(s) in writing by emailing within seven (7) days of receipt of the Product(s). The notification must include the delivery notification and clearly indicate the Product(s) that has not been delivered. Further information might be requested, and it may be subject to investigation.
  • 4.2. It is hereby agreed that should the Client fail to notify Optimi of the missing and/or incorrect Product(s) within seven (7) days, Optimi shall not be liable for the refund and/or replacement of the Product(s).



        5.1 The following items are non-refundable: 

           5.1.1 Costs and Fees associated with the Delivery of the Products. 

           5.1.2 Products in digital or electronic format or for which a licence is granted are not capable of return and are deemed to have been utilised from the day on which access to such Products is provided to the client, whether or not the client accesses such content.

         5.2 Any Product provided in digital format (including but not limited to E-books) will only be considered for a refund if the Product is defective to such an extent that it affects its use for the purpose it was purchased.