Return Policy
1) Scope, Application, and Definitions
This Return Policy applies to purchases made from us in South Africa, whether via our website, email order, or other approved sales channel, unless a specific written agreement states otherwise.
For purposes of this policy:
“CPA” refers to the Consumer Protection Act, 2008.
“Consumer” has the meaning given in the CPA (and CPA protections apply only where the transaction qualifies).
“Goods” refers to parts, accessories, merchandise, and other items supplied by us (including OEM/manufacturer items where applicable).
“RMA” means Return Merchandise Authorization, which is required before sending any item back.
This policy should be read together with our Terms and Conditions.
2) Return Eligibility, Timeframes, and Condition Requirements
Returns may be approved if the goods meet the conditions below and you follow the process in Section 4.
Standard Returns (Change of Mind / Ordered Incorrectly)
Where permitted (and subject to CPA applicability and exclusions), standard returns must be requested within 7 calendar days of delivery. Goods must be:
Unused and uninstalled
In original packaging, with labels/seals intact where applicable
Returned with all accessories, fittings, manuals, and bundled items
In a condition suitable for inspection and resale (where applicable)
If packaging is opened, goods are handled, or the item cannot be resold as new, the return may be declined or a restocking fee may apply (see Section 5).
CPA-Related Returns (Defective / Not Fit for Purpose)
Where the CPA applies and goods are defective, unsafe, or not fit for purpose, you may be entitled to remedies in terms of the CPA, subject to assessment and the nature of the goods, how they were used, and whether the issue is due to misuse, wear-and-tear, or installation errors.
Incorrect Item Supplied / Short Supply
If we supplied the wrong item or a shortage occurred, notify us within 48 hours of delivery with clear photos and the delivery note/invoice details so we can resolve the issue promptly.
Transit Damage
Inspect goods on delivery. Report visible transit damage within 48 hours and include photos of:
Outer packaging
Internal packaging
The damaged item
Courier label/waybill details (where possible)
3) Non-Returnable Items (Exclusions)
The following items are generally not eligible for return, except where required by the CPA or where we confirm approval in writing:
Special-order / non-stock / customer-specific items sourced specifically for your request
Items that have been installed, used, modified, machined, or repaired by anyone other than an authorised party
Electrical/electronic components once opened, installed, paired, configured, or damaged by incorrect connection/voltage
Hydraulic components, seals, bearings, and similar items once opened or where contamination is possible
Wear parts and consumables (including filters, cutting/wear components, lubricants/chemicals) once opened
Items sold as clearance, final sale, or non-returnable (where clearly stated at purchase)
Returns missing serial labels/identification, or returned with incomplete parts, heavily damaged packaging, or signs of improper handling
If you are unsure whether an item is returnable, contact us before purchasing.
4) How to Request a Return (RMA Process)
All returns require prior approval. Do not send goods back without an RMA.
To request an RMA, provide:
Invoice/order number and purchase date
Item description and part number (if applicable)
Quantity and reason for return
Photos of the item and packaging (mandatory for damage/incorrect supply claims)
For warranty/defect concerns: a brief fault description, operating conditions, and any troubleshooting already performed
After Approval
If approved, we will issue:
An RMA number
Return instructions, including packaging requirements
The return address and any booking requirements (if arranged through our courier)
Returns received without an RMA may be refused, delayed, or returned to sender at the customer’s cost.
5) Refunds, Credits, Exchanges, and Fees
Inspection and Outcome
All returned goods are inspected on receipt. If the item passes inspection and meets return conditions, we will process one of the following (as applicable):
Refund to the original payment method
Store credit
Exchange (subject to stock availability)
Processing Times
Refunds/credits are typically processed after inspection and internal approval. Payment providers and banks may take additional time to reflect the refund.
Restocking Fees and Deductions
A restocking/handling fee may apply for standard returns (e.g., change-of-mind, ordered incorrectly), especially where packaging has been opened or verification and reprocessing are required. Any fee will be communicated during the approval process.
Shipping, Delivery, and Other Charges
Delivery charges are non-refundable unless the return is due to our error or a verified defect covered by CPA/warranty remedies.
If a return is approved due to our error (incorrect item supplied), we will advise whether we will arrange collection or reimburse reasonable return shipping, subject to confirmation.
6) Defective Goods, Warranty Returns, and CPA Remedies
Some issues are handled as warranty assessments rather than standard returns.
Assessment Process
Where a defect is alleged, we may:
request additional information and photos/video
require the item to be returned for bench testing/inspection
refer the item to the manufacturer or authorised service agent where applicable
If a defect is confirmed and the CPA applies, remedies may include repair, replacement, or refund, depending on the circumstances and what the CPA provides. If the assessment finds the issue was caused by misuse, incorrect installation, contamination, unauthorised repair, unsuitable application, or normal wear-and-tear, the claim may be declined and the item returned at the customer’s cost (or repaired at the customer’s request, where possible).
Important Notes for Technical Parts
For specialised parts (electrical, hydraulic, wear components), correct selection and installation are critical. Customers remain responsible for confirming compatibility with equipment model/serial and intended application before installation.