Returns Policy , Refund Policy of valuecity.co.za
At Valuecity Wholesalers ,we NEED you to be happy and satisfied with the products you buy from us.
If anything makes you unhappy , you can return the item purchased to us and we will either repair or
replace it, alternatively, we can credit your account, subject to the conditions below.
This Returns Policy forms part of ValueCity.co.za Terms and Conditions, and so words defined in the
Terms and Conditions have the same meaning in this Policy, unless the context indicates otherwise.
We uphold and adhere to all guildlines defined in the the Consumer Protection Act (CPA) of South
Africa and will ensure that all your statutory rights are met.
If you would like to return a product , please follow the instructions below:
Prepare 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;
* Package your products safely and securely for protection during transit;
* Clearly mark your invoice number on the parcel; and
* Include all accessories and parts that were sold with the item.
Failure to adhere to any of these requirements could delay the processing of your request or result in
its decline altogether.
1: Unwanted products
You can return an unwanted product to us at no charge, provided:
* It is undamaged and unused, with the original labels and stickers still attached;;
* It is not missing any accessories or parts;
* You send us an email /or call us within 5 days of delivery to you
* After 15 days, you can only return a product if it is defective;
If you have changed your mind?
If you have changed your mind and would like a refund/credit for a product, you can return it
– provided the product is not:
* A nursing or maternity product, an infant bottle, infant feeding product or bottle
accessory that has been unsealed, including (but not limited to) breast pumps,
bottles, teats, soothers/pacifiers, formula, maternity underwear, nappies and wipes;
* A beauty product or fragrance which has been used;
* An intimate product, lingerie, swimwear, bodysuit, underwear or jewellery for
piercings, which for hygienic and public health reasons may not be returned; or
* A product which has been personalised for you or made to your specifications; or
* A flatpack furniture product that has been assembled after delivery.
* Strictly NO RETURNS / REFUNDS on All linen products .
We will collect the parcel from you at no charge. Once we have inspected the product and validated
your return, we will refund your account with the purchase price of the product within 10 days of the
return (or refund you ).
If you would like to exchange your purchase:
Shoes , Safety Boots, Gloves,Clothing and safety items can be exchanged for a different size or
colour variation, provided that such variation is available.
We are entitled to inspect the product to validate your return. Please refer to our FAQs for some
advice on making sure that your product is returnable under this section.
What if we send you stuff that was not ordered or is incorrect?
If we accidentally deliver the wrong product to you, or if the product is not as described on the
valuecity.co.za website, Kindly notify us 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 in section 2
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 2 days of such delivery / collection by logging a return on the
Website.
We will arrange to collect the product from you at no charge. Once we have inspected the product
and validated your return, we will at your choice repair / replace the product as soon as possible (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).
Defective products
Valuecity will always do our best to ensure that the products we deliver to you are of a high quality,
and 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. Please refer to our FAQs for some examples.
The following will NOT be regarded as defects and will not entitle you to a return under this section 3:
* Faults resulting from normal wear and tear;
* Damage arising from negligence, user abuse or incorrect usage of the product;
* Damage arising from electrical surges or sea air corrosion;
* Damage arising from a failure to adequately care for the product;
* Damage arising from unauthorized alterations to the product;
* Where the specifications of a product, although accurately described on the Valuecity
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 otherwise of poor quality (save 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 6 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 sending us an email or calling us, 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 at your choice
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 6 month period.
Extended Supplier Warranty (stipulated on product page)
A product may have a supplier warranty that extends beyond the 6 month Standard Warranty. If such
a product turns out to be defective more than 6 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 us an email or calling us, 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 .
Valuecity is under no obligation to provide you with a credit, repair / replacement, as your
remedy lies with the supplier or manufacturer. However, since we want your experience to be
as good as possible, if the supplier or manufacturer has offered you a repair / replacement
within the applicable extended supplier warranty and it takes longer than 21 days, we will get
in touch with you to see if you would rather receive a credit / refund directly from us.
Direct Warranty (stipulated on product page or manufacturer website)
A direct warranty product is a product for which the relevant manufacturer wishes to manage
defective returns itself, directly with the customer, and not through Valuecity.
If a direct warranty product turns out to be defective or otherwise of poor quality, please notify us and
we will provide you with the relevant manufacturer’s contact details. WE will also contact the supplier
on your behalf. Alternatively, you can notify the relevant manufacturer directly if you already have its
details. The relevant manufacturer will then assist you further, but if you have any difficulty, please let
us know and we will be happy to assist you where we can.
Damaged or defective Large Appliances items can be returned within 7 days in accordance with our
returns policy. After 7 days the supplier will come to you to inspect the product and assist you with a
possible repair, replacement or refund. In the event of a refund, it will be done by Valuecity. Our team
here at Valuecity will happily provide you with the supplier details when you as customer report the
problem.
Other than this, the same limits and general principles of the standard warranty and extended supplier
warranty apply to direct warranty products.
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) to
refuse the return, only to replace the item that you did return, or to estimate the value of
the missing accessories and parts and only to credit or refund you in respect of the
returned item.
If you return a product that does not comply with this Policy, you may be liable to reimburse Valuecity
for the cost of collecting the product from you and the cost of having the product returned to you.
Under no circumstances will donations be refunded.
Please note that we 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 EFT or COD (cash on delivery) will
be refunded to your nominated bank account, or credit card.
