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marketing, and the consumer has rescinded that agreement during the cooling off period, in accordance with section 16;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 our clients 3 different shipping methods being:

1. Non-Insured Shipping: Aramex – No protective packaging included at all, Customer accepts all risk of damage or theft to the parcel while in transit with Aramex. Appliance Parts Online not to be held liable for any claims arising from damage to or the total loss of the item/s ordered while in transit with Aramex. Please note that the customer waives ALL rights by selecting this option, to initiate a claim against Appliance Parts Online for a damaged or lost parcel. If the customer wants to claim, they can liaise with Aramex. The customer can download their Tax Invoice from our website and furnish Aramex with it.
2. Insured Shipping – Aramex – Cover up to R3000 of the cost of the item ordered. Excludes shipping cost. Additional Protective packaging included. Max 2kg. Please note that the cover amount covers the part/item up to R3000 MAX only. Please also note that if your item cost was R500, we will only pay out R500, and not R3000. Please note that the amount paid out will be in the form of a store credit coupon only. Please also take note that the shipping cost is expressly excluded from the cover amount, as the cover amount is only applicable to the part/item ordered.
3. Insured Shipping – Aramex – Cover up to R6000 of the cost of the item ordered. Excludes shipping cost. Additional Protective packaging included. Max 10kg. Please note that the cover amount covers the part/item up to R6000 MAX only. Please also note that if your item cost was R500, we will only pay out R500, and not R6000.Please note that the amount paid out will be in the form of a store credit coupon only. Please also take note that the shipping cost is expressly excluded from the cover amount, as the cover amount is only applicable to the part/item ordered.

It remains the customer’s choice/responsibility to select whether or not they prefer to add insurance. We do not force a client at all to take insurance, but we do highly advise that it is of utmost essence to weigh up the risks involved when parcels are being sent via courier. Aramex takes little to no liability when it comes to protecting your parcels, and exactly the same with any other courier company. We prefer to work with Aramex as their service level is much faster than most courier companies, but there is a limit to the liability they undertake on GIT (Goods In Transit).