Refund and Returns Policy — PELLENC SOUTH AFRICA
At PELLENC South Africa, we stand behind the quality of our professional tools. If you are not entirely satisfied with your purchase, we are here to help. Our policy is designed to comply with the South African Consumer Protection Act (CPA).
1. Return Window
You have 30 days from the date of delivery to initiate a return for any item purchased through our online store.
2. Return Conditions & Eligibility
2.1. Change of Mind / Non-Defective Returns
If you have changed your mind about a purchase, you may return it within 30 days provided that:
- The item is unused and in the same condition that you received it.
- The item is in its original packaging with all manuals, accessories, and tags intact.
- Proof of purchase (order number or invoice) is provided.
2.2. Defective, Damaged, or Incorrect Items
If a product is defective, damaged on arrival, or does not match the description provided, please notify us as soon as reasonably possible after delivery. Defective items are covered by a 6-month implied warranty in accordance with the South African Consumer Protection Act. For such items, we will arrange for the collection, repair, replacement, or a full refund at no cost to the customer.
3. Return Process
To initiate a return, please follow these steps:
- Contact us at info@pellencsouthafrica.co.za or call +27 21 863 1378 with your order number.
- We will issue a Return Authorization and provide the return shipping address.
- Pack the item securely to prevent damage during transit.
4. Shipping Costs & Fees
- Restocking Fees: We do not charge any restocking fees for returned items.
- Return Shipping (Change of Mind): The customer is responsible for paying the shipping costs for returning an item if they have changed their mind.
- Return Shipping (Defective/Incorrect): PELLENC South Africa will cover all shipping costs if the return is due to our error or a product defect.
5. Refunds & Processing Time
Once your return is received and inspected, we will send you an email to notify you of the approval or rejection of your refund.
- Approval: If approved, your refund will be processed back to your original method of payment. We do not offer store credit in place of refunds unless expressly requested by the customer.
- Timeline: Please allow 2 to 5 business days for the refund to reflect in your account, depending on your bank’s processing times.
6. Exchanges
We only replace items if they are defective or damaged. If you need to exchange an item for the same model, please contact us. For “Change of Mind” exchanges, we recommend returning the original item for a refund and placing a new order.
7. Contact Information
PELLENC SOUTH AFRICA (PTY) LTD
Registration No: 2014/066529/07
Klipvlei Farm, Paardeberg Road, Paarl, Western Cape, 7646, South Africa
Email: info@pellencsouthafrica.co.za
Phone: +27 21 863 1378