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 on the contact us page. (Please select the “After-Sales department) This will log a ticket on our helpdesk that can not be missed.
• 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 can not accept returns, exchanges or refunds 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.
• The item was part of of a promotional sale or offer.
• A Relevant COC does not accompany the item if applicable. (Warranty related claims)
• The 30 Day period has lapsed.
• If the items have been physically or permanently installed.

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 you.

• Refunds are usually done within 1-2 business days.
• All refunds will only be made to the same method of payment used.
• For EFT refunds, or Payfast Instant EFT Refunds we require an official banking confirmation letter.

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.

Livestainable will not accept requests for refunds or alternative replacements of items under warranty related investigations/claims.

Fair Policy

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.

Get in touch with us regarding the Returns, Refunds or Exchanges policy to submit a dispute by clicking on the button below: