RETURN AND REFUND POLICY

Business Name: Equipmart

1. Introduction

At Equipmart, customer satisfaction is important to us.

We aim to ensure that customers receive the products they ordered in the condition and quality reasonably expected.

This policy explains how customers can request returns, exchanges, cancellations and refunds.

Our policy applies to purchases made through the Equipmart online store and is administered in accordance with applicable South African consumer protection legislation.

2. Change-of-Mind Returns

Equipmart voluntarily accepts eligible change-of-mind return requests within 14 calendar days from the date of delivery.

To qualify for a voluntary change-of-mind return, the product must:

• Be unused and in its original condition.

• Be returned with its original packaging.

• Include all accessories, manuals and supplied components.

• Include proof of purchase or a valid order number.

• Not show signs of installation, misuse, damage or modification.

Customers should contact us before returning any product.

This 14-day voluntary return arrangement does not restrict any separate statutory cooling-off rights that may apply under the Electronic Communications and Transactions Act.

3. Products Not Eligible for Voluntary Change-of-Mind Returns

The following products may be excluded from our voluntary change-of-mind return arrangement, where legally permitted:

• Custom-made or personalised products.

• Products manufactured or specially ordered to customer specifications.

• Products that cannot reasonably be returned in their original condition due to their nature.

• Products damaged through customer misuse or improper handling.

• Products that have been installed, modified or used beyond what is reasonably necessary to inspect them.

These exclusions do not remove customers' statutory rights relating to defective, unsafe or incorrectly supplied products.

4. Defective, Damaged or Incorrect Products

If a product arrives defective, damaged, incomplete or different from the product ordered, customers should contact Equipmart as soon as reasonably possible.

Please provide:

• Your order number.

• Your full name.

• A description of the issue.

• Clear photographs or videos where applicable.

• Relevant delivery information.

Where goods fail to meet the quality requirements under the Consumer Protection Act, customers may exercise their applicable rights within six months after delivery.

Depending on the circumstances and the customer's legal entitlement, the remedy may include:

• Repair.

• Replacement.

• Refund.

Where the statutory defective-goods return provisions apply, the return will be handled at Equipmart's risk and expense.

5. How to Request a Return

To request a return:

Step 1: Contact our customer service team at info@equipmart.co.za.

Step 2: Provide your order number and explain the reason for the return.

Step 3: Our team will assess the request and provide return instructions.

Step 4: Where a return is approved, we will communicate the applicable return address and shipping arrangements.

Step 5: The returned product will be inspected where an assessment is reasonably necessary.

Customers should not send products to an address other than the return address provided by Equipmart.

6. Return Shipping Costs

Return shipping costs are allocated as follows:

Change-of-mind returns:

For voluntary change-of-mind returns, the customer is responsible for the direct cost of returning the product, unless otherwise agreed.

Where a statutory cooling-off right applies under the ECTA, only the direct cost of returning the goods may be charged to the customer.

Defective, damaged or incorrect products:

Where a product is defective, damaged or incorrectly supplied and the return is accepted under applicable consumer protection legislation, Equipmart will bear the reasonable return transportation costs.

7. Refund Processing Time

Approved refunds are generally processed within 7 business days after the returned product has been received, assessed where necessary and the refund has been approved.

The time taken for the funds to reflect in the customer's account may depend on the original payment provider or financial institution.

However, refunds will be completed within the applicable statutory time limits.

In particular, where the ECTA seven-day cooling-off provision applies, the refund must be made within 30 days of cancellation.

Refunds will normally be made using the original payment method where reasonably possible.

8. Order Cancellations

Customers who wish to cancel an order should contact Equipmart immediately.

If an order has not yet been dispatched, we will make reasonable efforts to stop its processing and arrange a cancellation where appropriate.

If the order has already been dispatched, the customer may need to follow the applicable return procedure.

Any cancellation will remain subject to statutory consumer rights.

9. Missing Items and Incomplete Orders

If an order arrives with missing accessories, components or items, please notify us as soon as possible.

We will investigate and, where the claim is verified, arrange an appropriate remedy, which may include supplying the missing components, replacing the affected product or providing a refund where applicable.

10. Refund Exclusions

A voluntary change-of-mind refund may be declined where the product does not satisfy the eligibility requirements set out in this policy.

However, Equipmart will not use these exclusions to deny a refund, repair or replacement where a customer is legally entitled to such a remedy.

11. Exchanges

Exchanges may be arranged subject to:

• Product availability.

• The condition of the returned product.

• The reason for the exchange.

• Any applicable consumer protection requirements.

Where an exchange is unavailable, an appropriate alternative or refund will be discussed with the customer.

12. Customer Support

For returns, refunds and exchanges, please contact:

Equipmart

74 Waterfall Dr, Waterval City, Midrand, 1685, South Africa.

Email: info@equipmart.co.za

Telephone: +27 60 673 1096

Business Hours:
Monday–Friday: 08:30–17:00
Saturday: 08:30–15:00
Sunday: Closed.

We aim to acknowledge return and refund enquiries within 2 business days.