Refund Policy

 

Warehouse Onliner - Standard Refund/Returns Policy

We want you to be happy with your purchase. If you are not completely satisfied, you can return the product to us and we will either repair/replace it, exchange it, or credit your account, subject to the below terms. This Policy applies to products bought from Warehouse Onliner itself. 

This Policy forms part of Warehouse Onliner terms and conditions, and so words defined in the terms and conditions have the same meaning in this Policy, unless the context indicates otherwise. Nothing in this Policy is intended to limit your statutory rights in any way.

Preparing your products for a return:

To ensure your request is processed as quickly as possible you are responsible for the following when returning your products.

  1. Package your products safely and securely in the original packaging you received at purchase.
  2. Clearly mark your return order/reference number on the outside of the parcel; and include all accessories and parts that were sold with the product.
  3. You are liable for return costs if certain requirements are not met, please read further to familiarize yourself with below terms.
  4. Failure to adhere to any of these requirements could delay the processing of your request or result in its decline altogether. 

Unwanted products:

You can return an unwanted product to us for a full refund of the item's price at the time of purchase, provided:

It is undamaged and unused, with the original labels and stickers still attached, it is not missing any accessories or parts.

You log a return by sending an email to info@warehouse-onliner.co.za within 7 days of delivery to you or collection by you of the unwanted product. If you have not notified us within 7 days, you can only return a product if it is defective.

In the case of a product being returned for any reason other than a product defect or the incorrect product being delivered, the customer will be responsible for the relevant courier costs. In cases like this, only the value of the product purchased will be refunded. On request, Warehouse Onliner will provide you with a courier quote for the return of the unwanted items, and upon confirmation arrange the collection on your behalf. Please note that the courier quote might differ from the standard shipping fees originally paid when placing your order. You also have the option of returning an item yourself or making arrangements for delivery with a courier company of your choice. 

In the case of a product being returned for any reason other than a product defect or the incorrect product being delivered, the customer will be responsible for the relevant courier costs. Once we have inspected the product and validated your return, we will credit your account with the purchase price of the product within 10 days of the return (or refund you if that is your preference).

Not what you ordered?

If we accidentally deliver the wrong product to you, or if the product is not as described on the website, please notify us on the day of delivery and we will collect the product from you at no charge. If the product is missing any accessories or parts, you will need to follow the process set out below. Once we have inspected the product and validated your return, we will at your choice deliver the correct product to you as soon as possible (if the correct product is available); or credit your account with the purchase price of the product within 10 days of the return (or refund you if that is your preference).

Products damaged on delivery:

Should a product be damaged or missing any parts or accessories at the time of delivery / collection, please notify us within 7 days of delivery to you or collection by you, by sending an email to info@warehouse-onliner.co.za.

We will arrange to collect the product from you at no charge. Once we have inspected the product and validated your return, we will, if possible, repair and return the product to you. If repair is not possible, we will replace the item if stock is available for a replacement.  If a replacement is not possible, we will credit your account with the product's purchase value or refund you directly.

Defective products

We do our best to ensure that the products we deliver to you are of a high quality, in good working order, and without defects.

What is a defect? A defect is a material imperfection in the manufacture of a product or any characteristic of a product, which makes the product less acceptable than one would reasonably be entitled to expect in the circumstances.

The following will NOT be regarded as defects and will not entitle you to a return under this section:

  1. faults resulting from normal wear and tear;
  2. damage arising from negligence, user abuse or incorrect usage of the product;
  3. damage arising from electrical surges, sea air corrosion, or any other damage caused by natural elements (“acts of God”);
  4. damage arising from a failure to adequately care for the product;
  5. damage arising from unauthorized alterations to the product;
  6. where the specifications of a product, although accurately described on the Website and generally fit for its intended purpose, do not suit you.

Standard Warranty

If you have received a product which turns out to be defective or of poor quality on arrival (same for direct warranty products which are discussed below), please notify us as soon as reasonably possible after you become aware of the defect or poor quality, but in any event within 3 months after delivery / collection of the product (except in the case of an extended supplier warranty, which is set out below).

You can do so by logging a return on the website contact us or sending an email to info@warehouse-onliner.co.za, and we will arrange to collect the product from you at no charge. Once we have inspected the product and validated your return, we will repair / replace the product (if such repair is possible / we have the same product in stock to use as a replacement) or credit your account with the purchase price of the product (or refund you if that is your preference). If the repair / replacement takes longer than 21 days, we will get in touch with you to see if you would rather receive a credit / refund.

Where there is no extended supplier warranty period, unfortunately we cannot facilitate returns that fall outside of the 3-month period.

As stated above, the Standard Warranty only applies to products with manufacturing defects or to products that arrive at your location in poor condition. In the case that a product is returned for repair of damage not caused by a product defect, all courier fees will be for your (the customer’s) own expense.

Extended Supplier Warranty (stipulated on product page)

A product may have a supplier warranty that extends beyond the 3 months Standard Warranty. If such a product turns out to be defective more than 3 months after delivery / collection (save for direct warranty products which are discussed below), please notify us as soon as reasonably possible after you become aware of the defect, but in any event within the extended supplier warranty period after delivery / collection of the product.

You can do so by  sending an email to info@warehouse-onliner.co.za, and we will facilitate your return of the product to the supplier at no charge. Unfortunately, we cannot facilitate returns that fall outside of the extended supplier warranty period.

Please note that any extended supplier warranty is subject to whatever terms and conditions the supplier or manufacturer may impose. These are usually stated in a brochure or leaflet inside or on the product packaging. It is your responsibility to make yourself aware of any such terms and conditions.

It is also important to note that it will be in the supplier or manufacturer’s discretion what remedy it can offer you. Warehouse Onliner is under no obligation to provide you with a credit, repair / replacement, as your remedy lies with the supplier or manufacturer. 

In the case that a product is returned for repair of damage not caused by a product defect, all courier fees will be for your (the customer’s) own expense.

Charges and refunds

If you return a defective product to us, but you fail to return all of the accessories and parts that were sold with that product, we are entitled to (subject to applicable law) refuse the return, or only to replace the item that you did return; or to estimate the value of the missing accessories and parts and to credit or refund you in respect of the returned item only.

Please note that we generally only refund to the payment method that you originally used – i.e. payment by credit card will be refunded to the same credit card, payment by Instant EFT or COD (cash on delivery) will be refunded to your nominated bank account. Exceptions are made at Warehouse Onliner discretion.