At Catering Supplies SA, customer satisfaction is important to us. We are committed to supplying high-quality catering equipment, commercial appliances, furniture, and related products to customers across South Africa. This Return & Refund Policy explains the conditions under which products may be returned, exchanged, repaired, or refunded.
This policy is designed to be transparent and fair and is intended to comply with applicable South African consumer protection laws and best practices commonly required by online marketplaces and payment providers.
1. Standard Return Period
Customers may request a return within 7 calendar days of receiving their order if they change their mind, provided that:
- The product is unused and in original condition.
- The product is returned in its original packaging.
- All accessories, manuals, parts, and promotional items are included.
- Proof of purchase is provided.
- The product is not listed as non-returnable.
Return requests submitted after 7 calendar days for change-of-mind purchases may not be accepted.
2. Faulty, Damaged, or Incorrect Products
If you receive a product that is defective, damaged during delivery, or different from what was ordered, you must notify us within 48 hours of delivery.
Please include:
- Your order number
- A description of the issue
- Clear photographs of the product and packaging
After inspection and verification, we may offer one of the following remedies:
- Replacement
- Repair
- Exchange
- Full refund
Where the issue is confirmed to be due to a manufacturing defect, transit damage, or fulfillment error, all reasonable return shipping costs will be covered by Catering Supplies SA.
3. Return Approval Procedure
All returns require prior authorization.
To request a return:
- Contact our customer support team.
- Provide your order number and reason for return.
- Submit photos if the item is damaged or defective.
- Wait for written return approval and instructions.
Products returned without authorization may be refused or returned to the sender.
4. Return Shipping
Change-of-Mind Returns
Customers are responsible for all return shipping costs, insurance, and packaging expenses.
Faulty or Incorrect Items
Catering Supplies SA will arrange collection or reimburse reasonable return shipping costs where the issue is verified.
Large Equipment and Furniture
For oversized, palletized, or heavy items, collection fees may apply if the return is not due to our error.
5. Refund Processing Time
Once returned goods are received and inspected, approved refunds will be processed within 5 to 10 business days.
Depending on your bank or payment provider, it may take an additional 2 to 7 business days for the funds to appear in your account.
Refunds are issued using the original payment method whenever possible.
6. Exchanges
Exchanges may be requested within 7 calendar days of delivery, subject to stock availability.
If the replacement item is more expensive, the customer must pay the difference before dispatch. If it is less expensive, the difference will be refunded.
7. Non-Returnable Items
The following products are generally not eligible for return unless defective:
- Custom-made or special-order products
- Products ordered specifically from suppliers
- Clearance or sale items
- Used or installed products
- Consumables and hygiene-sensitive products
- Products missing original packaging or accessories
- Items damaged by misuse or improper installation
8. Restocking Fee
Approved change-of-mind returns may be subject to a restocking fee of up to 15% of the purchase price to cover inspection, handling, and repackaging costs.
No restocking fee will apply to products that are confirmed to be faulty, damaged, or incorrectly supplied.
9. Order Cancellations
Before Dispatch
Orders may be cancelled within 24 hours of payment, provided the order has not been shipped or specially procured.
After Dispatch
Once dispatched, cancellations are treated as returns and are subject to this policy.
Special Orders
Custom or special-order items cannot be cancelled once procurement has begun.
10. Refused Deliveries
If a customer refuses delivery of an order without valid cause, the following may be deducted from any refund:
- Original shipping charges
- Return shipping charges
- Restocking fees
- Any applicable handling fees
11. Manufacturer Warranty Claims
Many products include manufacturer warranties. Warranty periods vary by product and manufacturer.
Where applicable, we will assist customers with warranty claims, diagnostics, and repairs.
Warranty coverage does not apply to:
- Misuse or abuse
- Negligence
- Improper installation
- Unauthorized repairs
- Normal wear and tear
12. Inspection of Returned Goods
All returned products are inspected upon receipt.
We reserve the right to:
- Approve or decline the return
- Deduct amounts for missing or damaged components
- Refuse refunds for products that do not meet return requirements
13. Partial Refunds
Partial refunds may be issued if:
- Packaging is damaged or incomplete
- Accessories or manuals are missing
- Products show signs of use
- Return shipping charges must be deducted
14. Consumer Rights
Nothing in this policy limits your statutory rights under South African consumer protection legislation.
Where the law provides stronger protections than this policy, the law will apply.
15. Contact Information
For all return and refund requests, please contact us:
Business Name: Catering Supplies SA
Email: Info@cateringsuppliessa.co.za
Phone: 084 060 1189
WhatsApp: 084 060 1189
Address: Unit 465 the Westend, 9th Road, Carlswald, Gauteng, 1685
Business Hours: Monday to Friday, 9:00 AM – 5:00 PM
Sunday: CLOSED
We aim to respond to all return and refund enquiries within 1 to 2 business days.