Return & Refund Policy – Shop Online ZA

RETURNS POLICY

There may be times when you will need to return an item purchased from us. Our Returns Policy is designed to assist you with your return. The benefits given by our Returns Policy are in addition to other rights and remedies you may have as a consumer under the Consumer Protection Act (CPA), as well as any other applicable acts.

If you wish to return any item(s) you have purchased, you can either return the item(s) via courier to our online store or in-person to ShoponlineZA store within South Africa (only) within 14 days from the date of purchase.

We encourage you to return your parcel via Fast Way, and ParcelIt traceable courier services as all returned parcels remain the responsibility of the purchaser until received by ShoponlineZA .

Store purchases cannot be returned or refunded online.

Returns Policy Conditions

At ShoponlineZA we want to ensure you love the items you purchase. If you have changed your mind on a purchase we will exchange your item or refund your original method of payment provided that:

You return the item within 14 days (inclusive) from the date of purchase.

You produce your original ShoponlineZA invoice (receipt) when you return the item.

The item is in original saleable condition:

With all original tags still attached In an unopened and unused state.

A return form is completed and accompanies your item(s) being returned

In original packaging

If you are not able to comply with these requirements, ShoponlineZA reserves the right to refuse an exchange or refund on change of mind items. ShoponlineZA will not accept a bank statement as proof of purchase.

We regret that we are unable to accept the exchange or return of the following items for change of mind for hygiene reasons:

• Open Filters
• Open Membranes
• Used Reverse Osmosis Systems

*Please note all collections from ShoponlineZA should be checked by customer and or allow courier to open and take photos to ascertain the condition and correctness of the product as ShoponlineZA does not cover courier costs of any returns of wrongly ordered or unchecked goods.

Online Exchanges

If you would like to exchange an item(s) for an alternative item(s), please complete the online Return Request form that is located within My Account under ‘My Orders’ prior to sending the item(s) back.

Exchanges can only be exchanged for the same value of the purchase price of the item being returned.

Your item (s) that you wish to return needs to be sent back to our online returns address with the relevant return documents, duly completed, and a tax invoice (receipt).

If the alternative item is no longer available, provided all the Returns Policy Conditions are met, a refund will be provided to you crediting your original method of payment. All return courier costs will be for your own expense and this will be deducted from your refund amount.

Online Refunds

To obtain a refund please fill out the online Return Request (RMA) form that is located within My Account under ‘My Orders’ prior to sending the item(s) back.

A refund will be provided to you crediting your original method of payment, providing all the Returns Policy Conditions are met and our warehouse has received the original item that is being returned. Cash refunds will not be provided under any circumstances.

COMPLETING A RETURNS REQUEST FORM ONLINE

• Log into your ShoponlineZA ‘My Account and go to “My Orders.
• Click on the order that contains the item(s) that you wish to return or request an exchange for and click on the returns button
• After you have submitted your return request, one of our friendly staff members will get in contact with you to organize a collection
• Once you have sent your item(s) back to our warehouse, our warehouse will authorize the refund
• Before sending, please ensure all details on this form are correct. You will also need to write the returns number on the outside of the parcel. You will be notified by email the status of your exchange or refund.

Please Note! ShoponlineZA does not cater for courier costs involved in bringing back a faulty product or sending it back to the client.

Please read our terms and conditions carefully before making a purchase of a water plant setup or installation from us. Rather know what’s covered now to avoid issues later.

Here’s what we cover in simple terms, Please read and sign each page. We want you to understand that there may be extra costs along the way.

The reason you buy from us is that we are the factory and we offer the lowest price on every component. Our main business is to supply the resellers and franchises in the water industry. We make water treatment simple to understand. You will notice that our price is sometimes 25% of what you would pay when buying from the other companies. Our prices are based on the actual items used on your invoice and therefore extra services or work required are not included in the pricing and will be charged for. This may include driving up and down to the customer for any issues, or doing more pipework, etc.

Scenario 1: We charge 3 days installation fee for a simple setup up to 1000LPH RO Machine. While we try to do the job in the available time, It may take extra time and may cost an extra trip / extra days to get your machine running should there be any unforeseen circumstances like load shedding, site not ready, manufacturing defects on machines / no water, etc. Should this happen, we require payment before the technicians are dispatched again for the extra days / travel cost. Please budget for this.

Scenario 2: If you are running a business, we suggest that you should keep some spare parts, or at least be prepared to buy some, especially if you are far away from ShoponlineZA . Machines are running all the time and could have a breakdown when not maintained, Especially when the machine is not sized correctly. The solution to this would be to sign a service contract where you pay a monthly fee for a service that you may or may not use, but we like to keep your costs low for you to make the maximum profit. Therefore when you have a breakdown, it is advisable to have some common spare parts if you know how to install and have some experience, Or you can get our Technicians to come out and do the repairs at a cost.

Scenario 3: For the 250lph to 1000lph RO plants, solenoids cost around R 500 and pumps cost around R 2000 to 5000. These are usually damaged if the water quality is bad or if subjected to abnormal strenuous running hours .Lighting and Load Shedding could also damage the electrical equipment and should be insured against this. Whenever you have a problem with our equipment, Please make a video and talk us through it, and explain to us where the problem is so we can help telephonically if possible. Else, the standard return procedure is to be followed.

Warranty on products & return procedure:

ShoponlineZA , will, under certain circumstances, accept the return of a product subject to the following return procedure: For unused, undamaged product from original owner, in original packaging – Within 14 days after receipt of the Product . Our products carry different warranty periods and customers can ask for this info from the Sales agent or a Manager prior to purchasing. While we try to use the best components at reasonable prices on all our machines, we do have occasional failures. Our warranty does cover faulty components, but it does not cover travelling. These components need to be sent back to Shoponlineza, booked in and tested at our factory and may take up to 4 weeks to repair. Fortunately, the replacement parts are low in price so it may be better for you to buy a new component while waiting for the problem part to be repaired, if it can be repaired.