Refund policy
At Total PPE South Africa, we are committed to providing our customers with quality personal protective equipment, workwear, safety footwear, uniforms, and related products.
If you are not satisfied with your purchase, we will assist you in accordance with this Refund and Returns Policy and applicable South African consumer-protection laws.
1. Returns
Customers may request a return where the product qualifies for a return under this policy.
Products returned must, where applicable:
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Be unused and in their original condition.
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Be returned with the original packaging, labels and accessories.
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Not have been damaged through misuse, negligence or improper handling.
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Be accompanied by proof of purchase or order details.
Certain products may not be eligible for return where they have been specially customised, personalised, branded, altered or manufactured specifically according to the customer's requirements, except where the product is defective or otherwise covered by applicable consumer law.
2. Incorrect or Damaged Items
If you receive an item that is incorrect, damaged or defective, please contact us as soon as reasonably possible after receiving your order.
Please provide:
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Your order number.
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A description of the problem.
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Photographs or videos showing the issue where appropriate.
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Photographs of the packaging if the package was damaged during delivery.
We will assess the matter and, where appropriate, arrange for a replacement, repair or refund in accordance with applicable law.
3. Defective Products
Products that are defective or do not meet the required quality or performance standards may qualify for a remedy under the Consumer Protection Act 68 of 2008 (CPA).
Depending on the circumstances and applicable legal requirements, the remedy may include repair, replacement or refund.
Customers should not attempt to repair or modify a defective product before contacting us, as this may affect the assessment of the claim.
4. Change-of-Mind Returns
Where a return is requested because the customer has changed their mind, the return may be accepted at our discretion and subject to the applicable terms and conditions.
The product must generally be unused, undamaged and in its original packaging.
The customer may be responsible for reasonable return delivery costs associated with a change-of-mind return.
This section does not limit any rights that a customer may have under applicable South African consumer-protection legislation.
5. Incorrect Size or Product Selection
Customers are responsible for checking product descriptions, sizing information and specifications before placing an order.
Where a customer orders the incorrect size, colour, specification or product, an exchange may be considered provided that the item is unused, undamaged and suitable for resale.
Any applicable return delivery costs may be for the customer's account unless otherwise required by law.
6. Refunds
Once a returned product has been received and inspected, we will notify the customer whether the return has been approved.
Where a refund is approved, the refund will be processed using the applicable payment method, subject to the payment provider's processing procedures.
Refund processing times may vary depending on the payment method and financial institution.
We will not knowingly delay a refund that is legally due to a customer.
7. Exchanges
Where an exchange is approved, the replacement product will be sent subject to availability.
If the requested replacement is unavailable, the customer may be offered an alternative product or refund where appropriate.
Price differences may apply when exchanging for a product of a different value.
8. Sale and Promotional Items
Sale or promotional products may be subject to specific return conditions displayed at the time of purchase.
Nothing in this policy excludes or limits a customer's rights in respect of defective or unsuitable goods where such rights are provided by applicable South African law.
9. Hygiene and Safety Products
For health, hygiene and safety reasons, certain PPE products may be subject to additional return requirements.
Products that have been worn, used, contaminated or otherwise rendered unsuitable for resale may not be accepted for return where applicable, except where the product is defective or where the customer has a legal right to a remedy.
10. Return Shipping
Where the return is due to an incorrect, defective or damaged product supplied by Total PPE South Africa, we will assess the circumstances and may arrange or cover reasonable return delivery costs where applicable.
For approved change-of-mind or customer-selection returns, the customer may be responsible for return shipping costs.
11. How to Request a Return
To request a return, please contact Total PPE South Africa through the contact details provided on our website.
Please include:
Order Number:
Customer Name:
Contact Number:
Product:
Reason for Return:
Photographs/Evidence (where applicable):
Do not send products back without first contacting us and receiving return instructions.
12. Unauthorised Returns
Products sent back without prior contact or return instructions may experience delays in processing.
Customers should wait for confirmation before sending a return.
13. Delivery Problems
If an order arrives damaged, incomplete or contains an incorrect product, please notify us as soon as reasonably possible so that we can investigate the issue with the relevant courier or delivery service.
Customers should retain the packaging and delivery documentation until the matter has been resolved.
14. Consumer Rights
This policy is intended to operate in accordance with applicable South African legislation, including the Consumer Protection Act 68 of 2008.
Nothing in this policy is intended to remove, restrict or waive any statutory right or remedy that a consumer may have under applicable law.
Where this policy conflicts with a mandatory legal requirement, the applicable law will take precedence.
15. Policy Changes
Total PPE South Africa reserves the right to update this Refund and Returns Policy from time to time.
The latest version published on our website will apply to purchases made after the effective date of the updated policy, subject to applicable law.
16. Contact Us
If you have questions regarding a return, exchange or refund, please contact Total PPE South Africa using the contact details available on our website.