We supply physical goods, please carefully read and follow all instructions that come with our goods. For example, any documents that help you use our goods.
If you order the goods in advance, we may charge you a reasonable deposit. You will forfeit this deposit if you cancel the order within 10 days before the agreed upon delivery date.
If you ask us to provide you with custom goods, we may charge you any deposit or the full amount for the goods. You may not cancel an order for custom goods prior to delivery, unless we allow this in our discretion. In this case, you will forfeit any deposit or amount already paid for the goods, and we may charge you an additional cancellation fee. The cancellation fee plus the amount forfeited will not be more than the full amount for the goods.
Section 44 of the Electronic Communications and Transactions Act may apply to your electronic transactions. If you qualify as a consumer under the ECT Act, you may be entitled to cancel some electronic transactions within seven days, without reason or penalty. ‘Cancel’ means each party will be placed in the same position that they were in before the transaction took place. This means that you have to return a new, unused good, and we will refund the purchase price. Section 44 is only applicable if you are a natural person – in other words, a human being. You must also be the end user of the goods or service. The transaction must be an electronic transaction — a transaction concluded via (in whole or in part) the website, email, or SMS.
This cooling off period does not apply to goods made or altered to your specifications, or goods specially ordered from a foreign country.
Return of goods in terms of cooling-off period
You must return any goods in new condition with all original packaging and materials (including any accessories or parts). We will refund the purchase price of the goods within 30 days of the date of cancellation.
We want you to be happy with your purchase, and we understand if you suddenly have a change of heart. You may return most of our products in their new, unopened condition within 30 days of delivery for a full refund. Please see below for information in how to return an item, how to package the return and how we process your refund. Please contact us at email@example.com.
We do our best to ensure the product information, availability, purchase price and associated delivery times and fees are accurately reflected on our site. Please notify us within 7 days (the sooner the better) by contacting us at firstname.lastname@example.org.
However, should we accidentally deliver the wrong product to you or if the product is not as described on the website, or is missing any parts:
- Please do not remove the product from its original packaging or any of the stickers or labels.
- Notify us as immediately and we will collect the product from you at no charge.
We will at your choosing:
- deliver the correct item to you as soon as possible (if available); or
- send you a voucher for the purchase price of the product; or
- issue a refund (using the same method of payment you originally used for the purchase).
If your goods arrive damaged, missing any parts or accessories, or inoperable, then we will do our best to resolve the issue. Please notify us within 7 days (the sooner the better) by contacting us at email@example.com.
We will require the following information to assess where in the delivery process the damage may have occurred:
- photograph of the outer box (including whether it has a Fragile sticker or not);
- photograph of the inside of the box, including the inner packaging; and
- photograph of the damaged item.
If necessary we will arrange collection of the product from you at no charge. Once we have inspected the product or photographs and validated your return (if needed), we will, according to your preference:
- replace the product (if available); or
- issue a refund voucher for the purchase price of the product or
- issue a refund (using the same method of payment you originally used for the purchase).
How to return an item
There are different methods of returning an item:
- You may drop off the item at our office. There is no cost associated with this.
- You may select a pick-up date and the item will be collected from you. We may charge a fee for this service.
How to package an item you want to return
The returning product must be packed, in its original packaging, in another box with as much padding and protective packaging as possible so that it can travel safely back to us. Returns that are sent back otherwise will have a 10% repackaging fee levied against them. If the returning product has not been packaged properly and is damaged, then we simply cannot give you a refund. It is your responsibility to package the item correctly.
Returns within 30 days
You will be offered a RT6 voucher or a product exchange. If you specifically require another form of refund (i.e. credit card or EFT), a 6% fee of the refund amount may be charged. Refunds are handled within 8 to 10 working days of logging the return (refunds can take up to 3 working days to reflect in your account once processed due to banking timelines).
Refunds are handled within 8 to 10 working days of logging the return (refunds can take up to 3 working days to reflect in your account once processed due to banking timelines). Replacements may take longer as these are dependent on availability.
International orders and repairs
If your goods arrive damaged or not working we will replace it at our cost. Before returning a product, you must first request authorisation from our customer support team by emailing us at firstname.lastname@example.org.
If you have changed your mind about a product, we are not able to facilitate a return because of Customs restrictions. We ask that you look carefully at the product before you make the purchase and as always get in touch with our customer support team if you have any questions.
Support for repairs within warranty or general repairs may vary according to the availability of support from local agents. These will be dealt with on a case by case basis.
Our goods warranty
We warrant that all our goods are new and of good quality unless we clearly describe them as used or reconditioned or as having specific defects.
Statutory warranty against defects
We warrant all our new goods against any defects for six months of normal household or business use, from the time we supplied the goods. This is the statutory warranty in terms of the Consumer Protection Act of 2008 (the CPA).
Defective goods are those that had a defect or were unsafe when we supplied them. We highly recommend testing out your purchase as soon as you have received it to make sure that everything is in working order. A defect usually means that the goods were manufactured using materials, components or workmanship below an acceptable standard. You must prove that goods are defective.
We will repair, replace, or refund the price of any defective goods that you return to us during the six-month statutory warranty. Returns must follow our returns procedure below. We will do our best to repair the defective good, or replace it within 21 calendar days. However, if it takes longer, we will contact you to let you know what is happening.
Choice of compensation
Any customer that is also a consumer under the CPA may decide whether we should either repair or replace the defective goods, or make a refund. We will decide how to compensate any of our other customers.
Statutory warranty on repairs
We do not personally carry out the repair, but we will send the goods to the supplier to be repaired. We warrant all our repairs and repaired goods against the failure of a repair and any further defect for the remaining portion of the statutory warranty plus a further three months from the time we returned the repaired goods.
Compensation under repair warranty
If you are also a consumer under the CPA, then we may choose to replace or refund the price of any repaired goods that you return to us during the three-month repair warranty period.
Extended supplier warranty
After the six months’ statutory warranty has expired, some products have an extended warranty. These warranties are usually stated in the product brochure, and may be subject to the manufacturer’s specific terms and conditions.
It is solely up to the supplier or manufacturer as to what remedy it can offer you. We are under no obligation to provide you with a credit, repair or replacement, as your remedy lies with the supplier or manufacturer. However, since we want your experience to be as good as possible, we will facilitate the discussion for replacement or repair between you and the supplier.
Exclusion of industrial use
We only warrant goods for any industrial or unusual commercial use if we clearly state this in writing, for example on the packaging or website.
Suitably qualified examiner
A customer that believes goods are defective should contact us and we will use a suitably qualified examiner to examine the goods and produce a report for us to consider. A suitably qualified examiner is a reputable and independent person trained and qualified to repair goods. We will not charge you for this service.
Our examination duties
Our third-party suppliers are trained to recognise any defects in their goods. They can usually tell if the goods have been misused, for example if they have been neglected, damaged, altered or not used according to instructions. Our third party suppliers will give reasons if they refuse to accept that we supplied defective goods, but will only do this if they honestly believe the goods have been misused.
We have extended this right to all our customers, including those who are not consumers under the CPA. We also have extended the time frame from the statutory ten days to 30 days.
You may return goods within 30 days of delivery if you could not examine them before delivery and then discover that the goods are not what you ordered or expected, or are not suitable for a specific purpose that they communicated to us in writing.
Returns of unsuitable goods
A consumer must return unsuitable goods within thirty days of delivery according to our returns and refunds procedure below.
Refund of price of unsuitable goods
We will refund the full price of any unsuitable goods in their original unopened packaging. For opened goods, we may deduct or charge a reasonable amount for any use of the goods plus certain costs necessary for repackaging and restocking, subject to the CPA. These costs are usually up to 25% of the cost of the goods.
We aim for complete customer satisfaction. We respect our customers’ rights and always try to comply with best practice and all relevant laws. If you are not satisfied with any of our goods, or have any questions, please contact our customer support department and have your invoice ready. We will try our best to solve your problem. We are proud of the reputation of our goods.
Any complaints regarding the standard and quality of the product or products bought by consumers through our website should be directed to the Managing Member, PO Box 630, Kyalami Estate, 1684.
If we do not accept that we supplied defective or unsuitable goods, and our customer support department has not been able to help, any customer may still take the matter up with a suitable ombud or other dispute resolution body, or take legal action. The dispute resolution procedures under the CPA do not necessarily apply to all transactions