Returns & Refunds Policy

As per and in line with Section 20 of the Consumer Protection Act 68 of 2008

Download and view the Consumer Protection Act 68 of 2008

Consumer’s right to return goods (Directly from the CPA)
20. (1) This section is in addition to and not in substitution for—
(a) the right to return unsafe or defective goods, contemplated in section 56; or
(b) any other right in law between a supplier and consumer to return goods and
receive a refund.
(2) Subject to subsections (3) to (6), the consumer may return goods to the supplier,
and receive a full refund of any consideration paid for those goods, if the supplier has
delivered—
(a) goods to the consumer in terms of an agreement arising out of direct
marketing, and the consumer has rescinded that agreement during the cooling off period, in accordance with section 16;
(b) goods that the consumer did not have an opportunity to examine before
delivery, and the consumer has rejected delivery of those goods for any of the
reasons contemplated in section 19(5);
(c) a mixture of goods, and the consumer has refused delivery of any of those
goods, as contemplated in section 19(8); or
(d) goods intended to satisfy a particular purpose communicated to the supplier as
contemplated in section 55(3), and within 10 business days after delivery to
the consumer, the goods have been found to be unsuitable for that particular
purpose.
(3) Subsection (2) does not apply with respect to any goods if—
(a) for reasons of public health or otherwise, a public regulation prohibits the
return of those goods to a supplier once they have been supplied to, or at the
direction of, a consumer; or
(b) after having been supplied to, or at the direction of, the consumer, the goods
have been partially or entirely disassembled, physically altered, permanently
installed, affixed, attached, joined or added to, blended or combined with, or
embedded within, other goods or property.
(4) Goods returnable in terms of—
(a) subsection (2)(a) must be returned to the supplier at the consumer’s risk and
expense; or
(b) subsection (2)(b) to (d) must be returned to the supplier at the supplier’s risk
and expense,
within 10 business days after delivery to the consumer.
(5) Upon return of any goods in terms of this section, the supplier must refund to the
consumer the price paid for the goods, less any amount that may be charged in terms of
subsection (6).
(6) In determining the right of a supplier to impose a charge contemplated in
subsection (5), if any goods returned to the supplier in terms of this section are—
(a) in the original unopened packaging, the supplier may not charge the consumer
any amount in respect of the goods;
(b) in their original condition and repackaged in their original packaging, the
supplier may charge the consumer a reasonable amount for—
(i) use of the goods during the time they were in the consumer’s possession,
unless they are goods that are ordinarily consumed or depleted by use,
and no such consumption or depletion has occurred; or
(ii) any consumption or depletion of the goods, unless that consumption or
depletion is limited to a reasonable amount necessary to determine
whether the goods were acceptable to the consumer; or
(c) in any other case, the supplier may charge the consumer a reasonable
amount—
(i) as contemplated in paragraph (b); and
(ii) for necessary restoration costs to render the goods fit for re-stocking,
unless, having regard to the nature of the goods, and the manner in which
they were packaged, it was necessary for the consumer to destroy the
packaging in order to determine whether the goods—
(aa) conformed to the description or sample provided, in the case of
goods that had not been examined by the consumer before delivery,
as contemplated in subsection (2)(b); or
(bb) were fit for the intended purpose, in a case contemplated in
subsection (2)(d).

 

In the event that you are not satisfied with the product received, you can return it under the following conditions as set out within the Consumer Protection Act 68 of 2008:

 

1. Products should reach Appliance Parts Online no later than 10 days (including weekends & public holidays) from the date of taking receipt of the parcel, which will be confirmed by the date of Proof of Delivery Note as uploaded on the system of The Courier Guy. Products that reach us later than 10 days after the date that the consumer took receipt of it, will not be eligible for a refund. The customer will be supplied with a voucher that is valid for 12 Months, and we will in such a case re-stock / re-package the item for resale. If the customer prefers to have the product returned to them, they can have it returned at their expense, and a courier service is to be arranged by the customer. No Voucher / Refund will be given if the item is sent back to the customer.
2. Products should be within the ORIGINAL PACKAGING that Appliance Parts Online has sealed the item in, and the integrity of the package shall in no way or manner show signs of tampering or efforts to remove the item from the original packaging.
3. Our original seal should not be tampered with or broken.
4. Products should not have been partially or entirely disassembled, physically altered, permanently installed, affixed, attached, joined or added to, blended or combined with, or embedded within, other goods or property.

 

Products that will not qualify for a Refund or Return:

1. Special Order Items / Parts : In the event that a customer has put in a request to have an item / part which does not form part of our normal stock inventory specially ordered, the customer will pay for the part before such items are ordered. It is vital for the customer to note that the part will be delivered to them as per the agreed mandate, and that a refund / return will not be given at all. Customers are urged to have their appliances properly inspected by a qualified technician, before ordering out special order items.
2. Electronic / Electrical Parts : Due to the nature of electronic PC Boards, sensors etc. we cannot accept the part back for a refund if it has been fitted or removed from its original packaging, or if our security seal has been tampered with or broken. We urge all customers to take photos of the packaging and include a time and date stamp and forward this via E-mail to returns@appliancepartsonline.co.za along with your completed REFUND/RETURNS Application form.

 

Success fees & Shipping Charges & Handling Fees :

1. Third Party merchants such as PayFast, Snap Scan, Mobicred and others charge a success fee based on a percentage scale upon the successful processing of a sale. This amount will be deducted from the original purchase amount before any handling fees (if any and if applicable) will be deducted.
2. Shipping fees charged by Courier services will not be refunded to the client once a parcel has dispatched or been delivered. It is important to note that if the courier service has collected the item, and a customer decides that they want a different part, or they don’t want the part ordered at all, that the shipping fee will still not be refunded, as we will be charged for that collection. It is also vital to note that all courier companies charge a return fee equal to the fee charged for the initial collection, and that we get charged for both ways. This total amount will be deducted from the total amount paid by the customer, less the success fee charged by the payment platform, and the balance will be refunded to the customer.
3. Our handling fee for parts returned within the 10 day limit as set out in the CPA for parts in their original packing, sealed and untampered or unfitted is 0%. Please note that the success fee and shipping charges will not be refunded.
4. Our handling fee for parts returned within the 10 day limit as set out in the CPA for parts in their original packaging, but our seal is broken or tampered with or the packaging is damaged, requiring the need for re-packaging and re-labelling, will be 15% of the purchase price of the item. Please note that the success fee and shipping charges will not be refunded.
5. Our handling fee for parts returned outside the 10 day limit as set out in the CPA for parts in their original packing, sealed and untampered or unfitted, will be 15%. The customer will be issued with a credit voucher that will be valid for 12 months from the date of completion of the refund request. Please note that the success fee and shipping charges will not be refunded.
6. Our handling fee for parts returned outside the 10 day limit as set out in the CPA for parts in their original packing, but our seal is broken or tampered with or the packing is damaged, requiring the need for re-packaging and re-labelling, will be 25% of the purchase price of the item. The customer will be issued with a credit voucher that will be valid for 12 months from the date of completion of the refund request. Please note that the success fee and shipping charges will not be refunded.

 

Who will pay for the shipping in the event of a return?

In line with the prescripts of the CPA, please see below:

1. If the customer was supplied the incorrect part / item from the description/SKU of your selection upon placing your online order, Appliance Parts Online will pay the costs both ways to deliver the correct part and collect the incorrect part.
2. If the customer was supplied with the correct part as per their selection upon the placement of their online order, and the customer wants a different part, the cost both ways will be for that of the customer.
3. If the customer was supplied with the correct part as per their selection upon the placement of their online order, and they feel they want to return the item for a refund, the courier cost will be for the customer, and the initial courier charge to send the item out, will not be refunded to the customer. The terms for the processing of a refund will apply.

 

Refunds will be processed within a maximum time limit of 10 Days, as this time frame gives us the opportunity to properly evaluate the returned item, and make a decision upon the evaluation and supply the customer with the outcome of our evaluation.

 

Shipping & Insurance

Appliance Parts Online offers the following shipping methods:

1. Standard Economy – Protective Packaging / Boxing included. – Please note that we have compiled the stipulated cost structure to include additional protective packaging, to ensure that you receive your spare part in tact. Appliance Parts Online has a responsibility towards their clients to deliver goods or items in tact, therefor we make provision in our costing to accommodate for additional packaging. In the event that the courier service used by us handled your order very harshly, we will require you to send us photos immediately, so that we can start a claims process with the respective courier service immediately. Please note that all courier services have a standard procedure that takes up to 1 month to have a refund received by them. To shorten this process, you might want to add additional shipping insurance upon checkout to speed up the process in terms of payout. Insurance is not compulsory, but can be added to your order for that extra peace of mind. 
   
   Under the base fee charged for Standard Economy, it makes provision for packages up to 2kg only. This is usually a small or large flyer, or a max up to a stock 2 box. Anything above the aforementioned, will be added to the base fee.
   
   
2. PostNet – PostNet Counter – Protective Packaging / Boxing included. – Please note that we have compiled the stipulated cost structure to include additional protective packaging, to ensure that you receive your spare part in tact. Appliance Parts Online has a responsibility towards their clients to deliver goods or items in tact, therefor we make provision in our costing to accommodate for additional packaging. In the event that the courier service used by us handled your order very harshly, we will require you to send us photos immediately, so that we can start a claims process with the respective courier service immediately. Please note that all courier services have a standard procedure that takes up to 1 month to have a refund received by them. To shorten this process, you might want to add additional shipping insurance upon checkout to speed up the process in terms of payout. Insurance is not compulsory, but can be added to your order for that extra peace of mind.
   
   
3. Collection by own Courier: Customers who elect to make use of and pay for their own courier service for the collection of their order, agree to take all liability upon themselves. Appliance Parts Online’s liability ends when the parcel has been handed over to the customer’s elected and arranged courier/agent. We do not guarantee, nor do we take liability for the package arriving in tact. We do however go the extra mile to package the order in such a way that it should withstand a moderate level of abuse by the courier company. We also make sure to take date stamped photos and video of the packaging process, as well as the condition of the package upon handover to the customer’s courier/agent. The customer’s parcel will be marked as fragile all over.
   
   
4. Express / Overnight Shipping – Please note that we have compiled the stipulated cost structure to include additional protective packaging, to ensure that you receive your spare part in tact. Appliance Parts Online has a responsibility towards their clients to deliver goods or items in tact, therefor we make provision in our costing to accommodate for additional packaging. In the event that the courier service used by us handled your order very harshly, we will require you to send us photos immediately, so that we can start a claims process with the respective courier service immediately. Please note that all courier services have a standard procedure that takes up to 1 month to have a refund received by them. To shorten this process, you might want to add additional shipping insurance upon checkout to speed up the process in terms of payout. Insurance is not compulsory, but can be added to your order for that extra peace of mind. Please note that this shipping option is only for local areas, and not for regional or regional outlaying areas that are only service on certain days of the week. Also note that your order needs to be placed before 11am Monday – Thursday. Overnight shipping can not be guaranteed if you place your order on a Friday, as most courier services dont operate on weekends. We do have a Saturday service available, but this option needs to be discussed with us, and quoted for accordingly.
   
   Insurance:
   
   Shipping insurance is not compulsory, and in no way will Appliance Parts Online ever force a customer to pay for additional insurance. It is however good to consider insuring high value items, but once again, not compulsory. We have an option upon checkout to add additional insurance to your order, please tick the appropriate value of the insurance you require.