Sundrychem Returns Policy
Our goal is to make sure you, our customer, is happy with your purchase. If you are not completely satisfied, you can return products to us and we will either repair/replace, or credit your account, subject to the below terms.
This Policy applies to products bought from Sundrychem itself.
Please note that Sundrychem may, from time to time and at its discretion, restrict the use of the credit in your account in respect of certain products.
Certain parts of this Policy do not apply to"Clearance" deals, reconditioned products or used products, and this is indicated in the relevant sections below.
ClearanceDeals are products that are for sale with certain terms and conditions and are often non-returnable. These products may have a limited expiry date, have been repackaged or any other variable that will be highlighted and made clear to be part of the purchase terms and conditions.
This Policy forms part of the Sundrychem 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.
How long after purchase?
A full refund / exchange is valid within 7 days from products received by the customer (for our delivery policy, please click here). Thereafter a 10% handling fee will apply. No returns will be accepted after a 28 day period after purchase. All Clearance deal are final and do no qualify for returns / exchange.
Preparing your products for a return
To ensure your request is processed as quickly as possible you are responsible for the following prio to and when returning your products;
- Contact our sales team using info@sundrychem.co.za or the sales representative that helped you (if that applies). Please indicate the following details:
- The invoice number of your purchase
- Reason for return
- Once Sundrychem Management have reviewed, Sundrychem will arrange a collection of the products - please ensure that products are packaged safely and securely for protection during transit
- Once the products have been received, inspected by Sundrychem staff, and have been deemed acceptable for return, Sundrychem Management will initiate the refund / exchange procedure.
- If applicable, further courier charges may apply and the products will be released once full payment has been cleared.
Failure to adhere to any of these requirements could delay the processing of your request or result in its decline altogether.
Not what you ordered?
If we accidentally deliver the wrong products to you, or if the products are not as described on the Website, please notify us and we will collect the products from you at no charge. If the products are missing any accessories or parts, you will need to follow the process set out in section 2 below. Once we have inspected the products and validated your return, we will at your choice deliver the correct products to you as soon as possible (if the correct products are available); or credit your account with the purchase price of the products 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 such delivery / collection by emailing info@sundrychem.co.za.
We will arrange to collect the products from you at no charge. Once we have inspected the products and validated your return, we will at your choice repair / replace the products as soon as possible (if such repair is possible/ we have the same products in stock to use as a replacement) or credit your account with the purchase price of the products (or refund you if that is your preference).
Defective products
We 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.
The following will NOT be regarded as defects and will not entitle you to a return under this section:
- faults resulting from normal wear and tear;
- damage arising from negligence, user abuse or incorrect usage of the products;
- damage arising from electrical surges or sea air corrosion;
- damage arising from a failure to adequately care for the products;
- damage arising from unauthorized alterations to the products;
- where the specifications of a products, although accurately described on the Website and generally fit for its intended purpose, do not suit you; and
- in relation to Clearance or used products, signs of handling and/or repackaging.
Standard Warranty
If you have received products that turn out to be defective or otherwise of poor quality (save for manufacturer 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 by emailing info@sundrychem.co.za, and we will arrange to collect the products from you at no charge. Once we have inspected the products and validated your return, we will at your choice repair / replace the products (if such repair is possible / we have the same products in stock to use as a replacement). 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.
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.
If you return a product that does not comply with this Policy, you may be liable to reimburse Sundrychem for the cost of collecting the product from you and the cost of having the product returned to you.
Under no circumstances will donations you make on our Website, or any goodwill credit you may receive from us, 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 Instant EFT or COD (cash on delivery) will be refunded to your nominated bank account, pending a valid "proof of bank account".