Refund & Returns Policy

Effective Date:20 February 2026

At Mistello, we are committed to providing high-quality cooling and misting solutions. This Refund & Returns Policy outlines your rights and our obligations in accordance with South African consumer law.

1. Your Rights Under South African Law

In terms of the Consumer Protection Act (CPA), customers are entitled to receive goods that are:

  • Of good quality

  • In working order

  • Free of defects

  • Durable and fit for purpose

If a product fails to meet these standards within 6 months of purchase, you may be entitled to a repair, replacement, or refund.

2. Returns Due to Defects (Within 6 Months)

If a product is defective, damaged, or not functioning correctly:

  • You must notify us within 7 days of discovering the defect.

  • The product may be inspected or tested.

  • If confirmed defective, you may choose:

    • Repair

    • Replacement

    • Refund

Mistello reserves the right to assess the product before approving a refund or replacement.

3. Change of Mind Returns (Cooling-Off Period)

For online purchases, customers may return goods within 7 days of delivery if:

  • The item is unused

  • In original packaging

  • In resalable condition

In such cases:

  • The customer is responsible for return shipping costs.

  • A handling/restocking fee may apply.

  • Refunds will exclude original delivery charges.

Custom-made or specially ordered items are not eligible for change-of-mind returns.

4. Non-Returnable Items

The following items cannot be returned unless defective:

  • Installed misting systems

  • Used pumps or electrical components

  • Custom-built systems

  • Clearance or special-order items

  • Products damaged due to incorrect installation

5. Installation & Electrical Components

Mistello misting systems and pumps must be installed according to the manufacturer’s guidelines.

Warranty and returns will be void if:

  • Incorrect installation

  • Electrical damage

  • Water contamination

  • Negligence or misuse

  • Unauthorized modifications

Professional installation is strongly recommended.

6. Return Process

To request a return:

  1. Email: sales@nexel.co.za

  2. Provide:

    • Order number

    • Description of the issue

    • Photos or videos (if applicable)

  3. Wait for written return approval before sending goods back.

Unauthorized returns will not be accepted.

7. Refund Processing

Approved refunds will be processed:

  • Within 7–14 business days

  • Via the original payment method

Mistello reserves the right to deduct:

  • Courier charges

  • Bank fees

  • Damage caused by improper packaging

8. Damaged on Delivery

If goods arrive damaged:

  • Notify us within 48 hours of delivery.

  • Provide clear photos of packaging and product.

  • Do not install or use the product.

Failure to report within 48 hours may affect your claim.

9. Warranty

Certain Mistello products carry a manufacturer’s warranty. Warranty terms vary depending on product type and will be provided at the time of purchase.

Warranty does not cover:

  • Normal wear and tear

  • Incorrect installation

  • Power surges

  • Water impurities

  • Lack of maintenance

10. Contact Us

For returns or refund enquiries:

Mistello
Johannesburg, South Africa
Email: sales@nexel.co.za
Phone: 061 965 7525

Search