Returns and Refund Policy
Overview
As an E-SUPPLY customer we want you to be happy with the purchase you have made with us. If you are not completely satisfied, you can return the goods to us and we will either refund, repair/replace it, or credit your account, subject to the below terms.
This Policy only applies to Goods bought from E-SUPPLY. This Policy forms part of the E-SUPPLY Terms and Conditions, as such the words defined in the Terms and Conditions have the same meaning in this Policy, unless the context indicates otherwise.
Nothing in this Policy is intended to limit your statutory rights in any way.
Note that: Certain parts of this Policy do not apply to thrifty bargains, reconditioned goods or used goods (second hand), such is indicated in the relevant sections below.
- Thrifty Bargains refer to returned goods that E-SUPPLY offers for sale at discounted prices, these goods may have had their original packaging unsealed, damaged, or missing or they may indicate that they have been re-packaged.
- Our reconditioned or used goods are goods that are pre-owned but still in working condition and offered for sale by E-SUPPLY.
How to prepare your goods for return:
As E-SUPPLY we want to ensure that your return request is processed as quickly and efficiently as possible, as such you as the customer are responsible for the following when returning your products:
- If unsealed, ensure that you place all goods carefully back into the packaging and reseal your products safely and securely for protection during transit;
- Ensure that you clearly mark your return details and reference number on the outside of the parcel; and
- Ensure that you have included all accessories and parts that were sold as part of the Goods.
Should you fail to adhere to the requirements set out above and in this policy this can result in a delay in the processing of your request or result in its decline altogether.
Types of Goods for return
As E-SUPPLY we note that there could be various reasons why a client may want to return goods. Below are the different options we have noted.
- Unwanted Goods;
- Goods that are damaged upon delivery;
- Faulty or Defective Goods.
How do we process a return?
Unwanted Goods
As a customer you may after purchasing your Goods decide that you no longer want the goods and can return the unwanted Goods, provided the following:
- The Goods are undamaged and unused, with the original packaging, labels and stickers still attached;
- All Good must be return and must not be missing any accessories or parts;
- Good were ordered incorrectly;
- Goods are no longer required;
- You have changed your mind.
there is a collection charge starting at *R100 that will be charged to the customer and this will be deducted from the refund amount once the refund has been processed.
- If we accidentally deliver the wrong goods to you, or if the product is not as described on the Website, please notify us and we will collect the product from you at no charge. Once we have inspected the product and validated your return, we will arrange the delivery of the correct product to you as soon as possible (provided the correct product is available); or credit or refund you the purchase price of the product within 10 days of the return.
We are entitled to inspect the product in order to validate your return. In some cases, items may need to be sent to the supplier for evaluation and/or testing. In such events, customers should note that this process can take up to 20 working days.
- To process the return, customers must log a return on the Website, under orders manager within 3 days of delivery of the unwanted goods. After 3 days, you can only return a product if it is faulty / defective. Should you have any issues logging your return kindly email [email protected] and one of our representatives will assist you with your return.
Goods damaged upon delivery
Should it arise and your Goods are damaged or missing any parts or accessories at the time of delivery, please notify us within 3 days of such delivery by logging a return on the Website. Customers are to ensure that Goods remain unused, with the original packaging, labels and stickers still attached. Should you have any issues logging your return kindly email [email protected] and one of our representatives will assist you with your return.
As E-SUPPLY we will arrange to collect the Goods from you at no charge. Once we have inspected the product and validated your return, we will at your choice repair / replace the product as soon as possible or credit your account with the purchase price of the product (or refund you if that is your preference).
Faulty / Defective Goods
As E-SUPPLY we strive to ensure that the products that we deliver to our customers are of a high quality standard, and in good working condition and without any defects. Should it occur that a customer receives a good which is deemed to be faulty or defective, please notify us as soon as such a defect is detected by logging a return on the Website.
What is a defect?
A defect is an error in the design or manufacturing of a product which hinders the the use of the product from that which was intended and makes the product less acceptable than one would reasonably be entitled to expect in the circumstances.
As E-SUPPLY we note that, the following will NOT be regarded as defects and will not entitle you to a return under this section:
- faults resulting from normal wear and tear;
- damage that may arise from incorrect usage, negligence or user abuse of the product;
- damage arising from electricity fluctuations and / or surges, faults in the building wiring, faulty installations;
- damage caused by lightning strikes;
- damage arising from the improper use of the product controls;
- any failure to use the product in accordance with the manufacturers instructions and or general misuse and or abuse;
- damage arising from sea air corrosion or incorrect storage of any product;
- damage arising from a failure to adequately care for the product;
- damage caused by poor care for the product resulting in the product being infested with insects or pests;
- damage arising from water or liquid due to negligence or improper storage or use;
- damage arising from any unauthorised repair, modification, tampering or alterations to the product by an unauthorised person which renders the warranty null and void;
- damage resulting in the warranty seal being tampered with (where applicable);
- where the specifications of a product, accurately described on the Website and generally fit for its intended purpose, but do not suit you; and
- in relation to Thrifty Bargains or used products if there are signs of mishandling and/or repackaging or unauthorised repairs and modifications including any points above.
Should the item being returned for assessment be found to be in good working condition, unfortunately the collection and re-shipping fee will apply. Costs are estimated to start from *R100 per shipment.
Please note E-SUPPLY will only cover return shipping of a faulty unit within 6 months of purchasing the Goods, thereafter a shipping charge (starting at R100) will be applicable to you for return of the unit.
Warranties
Standard Warranty
If you have received a product which turns out to be defective or otherwise of poor quality (save for manufacturer warranty products which are discussed below), please notify us as soon as reasonably possible after you become aware of the defect or poor quality product. Notifications are to be done within 6 months after delivery of the product.
To log a fault or defect, customers are to utilise the orders manager on the Website or contact [email protected] . We will arrange to collect the product from you (charges may apply). Once we have inspected the product and validated your return, we will either repair / replace the product (if such repair is possible or we exchange the product for the same product in stock to use as a replacement). We unfortunately cannot facilitate returns that fall outside of the 6 month period.
PLEASE NOTE: Certain thrifty bargains, reconditioned products and used products do not have warranties and this is made clear on the product description page. Where such goods may still be subject to manufacturing warranties, such is stated in the product description.
Manufacturers Warranty
A manufacturer warranty is a warranty for a product offered by the relevant supplier or manufacturer who chooses to manage faulty / defective returns themselves. As such customers are to directly contact the supplier or manufacture, and not report the fault through E-SUPPLY. All product which are subject to manufacturers warranty are listed as such on the product pages on the Website. If a manufacturer warranty product turns out to be faulty / defective or otherwise of poor quality, please contact the relevant supplier or manufacturer directly via the contact details provided when attempting to log the return on the E-SUPPLY returns page.
How do the Charges on Refunds Work?
- If a customer requests to return a defective product but fails to return it within the conditions set out in this policy (with all accessories and parts), we as E-SUPPLY are entitled (subject to the applicable laws) to refuse to approve the return, or we may only replace the items you have returned, credit the account or refund you in only in respect to the item returned.
- If after inspection we determine that the product returned does not comply with this Policy then you may be liable for E-SUPPLY’s costs incurred for the collection and return shipping costs of the product.
- All refunds will be administered in the same method payment was originally processed.
Communications
Email: [email protected]
Contact: +27 66 502 1353