Returns/Refunds & Exchanges Policy

We want you to be completely satisfied with your purchase, if for any reason you are not we will replace, refund or exchange the item at no cost to you provided that

• The items are sent back within the 30 day cooling off period
  • Return Enquiries are to be submitted in writing to returns@erp.livestainable.co.za
• The goods have not been opened, physically altered, disassembled, used or permanently fixed/installed.
  • If Installed, and where applicable an appropriate COC (Certificate Of Compliance) must accompany the returned item. This applies to,
  • Electrical, Electronic, Gas & Plumbing Fixtures, Appliances and Products where the item/s require installation to function or is reliant on an alternative energy source (such as batteries) to supply utilities (such as electricity)
• The packaging has not been damaged.
• Visibly mark the package/s with your order number. Please do not excesively write, put stickers or tape on the packaging as this will deem the item non saleable.
• There are no missing parts, attachments or accessories.

We do not accept returns under the following conditions,

• Item is a special order, custom design or tailor made.
• Flat Packed furniture that have been assembled after purchase.
• Items that are public health related.
• Item/s have been opened.
• A Relevant COC does not accompany the item if applicable. (Warranty related claims)
• The 30 Day period has lapsed.

Once we have received the items and inspected them to be in good order we will credit your account, replace the item/s or fully refund your item/s’ value less any applicable handling or administration fees.

*Refunds are usually done within 1-2 business days but in some rare cases can take up to 5 business days.

Wrong Goods Delivered / Not as Described

If we accidentally delivered the wrong goods to you or the items were not as we described them, please notify us of this within 12 working hours and we will collect the item/s from you free of charge and send you the correct goods (if they are available), credit your account or refund you in full, please stay in touch with us to advise which suits you best.

If this had happened to you, we sincerely apologize and will do whatever we can to ensure a satisfactory resolution.

Notify us at: returns@erp.livestainable.co.za

Goods Are Damaged or Never Delivered

If your goods are damaged upon delivery, please notify us within 24 hrs of taking delivery and send us photos of the damages to returns@erp.livestainable.co.za. We will arrange the collection of the damaged goods free of charge. You may then choose one of the following:

• a replacement, (if available)
• a repair, (if available)

In such an event that you have received tracking information for order via email, but the goods had not been delivered after 10 days, it is safe to assume that the goods have gone missing. Our fulfillment team usually picks this up ahead of time as we follow up on delivery on a daily basis. Please get in touch with us so we may further investigate the whereabouts of the item/s.

Factory/Manufacturer Defects & Faults

When an item is considered a defective item, it means that the item is not working as intended by the manufacturer or there are physical defects in design. This typically happens when there are manufacturing production line errors, missing programming, a missing internal part, product thickness, or thread errors.

We do not consider the following to be defects,

• Cross Threaded Items (such as plumbing filters, fittings or appliances)
• Items are damaged as a result of negligence,
• When electrical equipment gets damages by lighting strikes, water, surges or accidental damage
• Alterations preventing the product to function as intended,
• High Water pressure exceeding manufacturer limitations,
• Overvoltage supply or demand,
• Appliances used with the incorrect accessories that cause them not to function as intended,
• If the correctly provided technical information does not meet your needs,

If you believe the item you had received has a defect, please notify us in writing within 6 months or within the product warranty period at returns@erp.livestainable.co.za and we will get the items repaired or replaced, we can not accept refund requests for defective items after 6 months from delivery. The item will then have to be repaired, replaced under warranty. Please send us back the goods as per instructions received from our offices.

In some cases, where the items have been permanently installed, some manufacturers will come to the site to inspect the claim. (This will be confirmed on a per claim basis)

For warranty claims purposes, a COC may be required for the warranty to be valid. These might include, but are not limited to,

• Plumbing COC (water filter installations, geyser installations etc.)
• Gas COC (Gas geyser, hobs, permanent fixture gas heaters etc. installations)
• Electrical COC (Typically for Inverter and Battery Installations, Solar Panels, MPPT’s etc)

*A COC is not a requirement for appliances that do not require permanent fixing, hanging, bolting, or are not related to an alternative energy source such as connecting batteries to an inverter.

Warranties

Please visit the product-specific page to see the applicable warranty to that product, if there is no warranty information available on the product page, please get in touch with us at support@erp.livestainable.co.za for us to confirm the warranty for you. We do however provide the guarantee of a 6-month minimum fallback warranty under Livestainable (Pty) Ltd (Not applicable to perishable, consumable, and maintenance items. For the standard warranty to be applicable, Manufacturer specific requirements are imposed. Our standard warranty is not an extension or extendable warranty.

Please log all warranty claims through Livestainable and not the relevant manufacturer, we will advise you on a per claim basis if you should make direct contact with the manufacturer/supplier.

All warranty related claims are “Walk-In”. Meaning, you (the consumer) is responsible for ensuring we receive the items at our premises. Livestainable will not incur logistic expenses for the collection of goods. We will provide you with the relevant details for courier or self deliveries for RMA items.

Charges & Penalties

If you return an item to us that does not comply with this policy, we are entitled to hold you accountable for any costs incurred to collect, repair, replace, refund, resale, or repack the item/s.

An example would be sending back an item that has been opened, seals have been broken, the packaging had been damaged, or sending an item back with missing parts. We are then (subject to law) going to reject the return/refund or apply a repackaging fee, handling fee or whatever fee is applicable to get the item/s in a resaleable condition.

All refunds will be made to the same payment method used when placing your order. In rare cases we might ask you to provide us with your banking confirmation letter for refunds to your bank account.