Exchanges & Returns

Returns Policy and Extended Warranties

At the Supertech Group We want you to be satisfied with every purchase you make. If a product you purchased arrived broken, is faulty or isn’t what you had in mind, we’re here to help, subject to the below terms and conditions.

This policy forms part of the Supertech Group Terms and Conditions. The Supertech Group  is committed to operate Supertech’s business in terms of the Consumer Protection Act and all policies are subject to the applicable law.

Returns policy:

1. Log a return
   1. Email: trivona.virasamy@supertechgroup.co.za or Call : 031 465 1981
2. Prepare the package securely in its original packaging with all attachments, accessories and documentation that were included.
3. Supertech Group personal will assess the product within 7 working days.
4. We will inform you on the outcome of the request via email or telephone call.

14 Days Exchange and Refund Policy

We will refund or exchange goods if you return them within 14 days of purchase, provided:

• it is in its original packaging and condition, including all attachments, accessories and documentation;
• it is unused

Returns and exchange requests for items purchased more than 14 days ago might incur collection, delivery and processing fees. However, goods that show a manufacturing defect within the first 6 months of purchase will be repaired, replaced or refunded at no cost to you.

Incorrect item delivered

Should an item be incorrect, please contact Supertech parts department:  031 465 1981 to arrange for the earliest convenient collection date. Once returned to the dealership, the Product will undergo an assessment following which, the correct item will be dispatched. Promotional free or bundled items that were part of a purchase must also be returned.

Defective or Damaged Goods

If your goods turn out to be defective within the first 6 months after you received them from us, Supertech will repair them, replace them or give you a refund. Products may be returned to your nearest Supertech dealership or alternatively Supertech can help you to arrange a third-party courier by calling 031 465 1981. The courier service will be charged at the going rate for your area and Product specifications. Please note that it may not be possible to determine in-dealer whether goods have been damaged or what the cause of a failure or defect may be. This is important as it determines whether the goods may be repaired, replaced or refunded. Accordingly, Supertech Group reserve the right to refer returned goods for technical assessment by the manufacturer or authorised service centre prior to repairing, replacing or refunding and to provide you with feedback within 10 days of receipt of the returned goods and to act accordingly. Supertech Group may arrange for the assessment to take place at your home in the case of large parts.

If your goods show a defect after the initial 6 month period, but still within the manufacturer’s warranty period, Supertech will send the goods to the manufacturer for repair and the manufacturer will decide whether you have a valid claim and if so, whether they will repair or replace. If the goods become defective once the manufacturer’s warranty has expired no repairs will be done without you approving a quotation first.

Should an item be damaged or defective, please contact Supertech’s parts department on 031 465 1981 immediately to arrange for the earliest convenient collection date. Please make a note on the delivery waybill of damages as well. Once returned to the dealership, the Product will undergo an assessment following which a decision be made on the replacement of the item. Promotional free or bundled items that were part of a purchase must also be returned.

Non-returnable Items

Certain Products are excluded from the 14-day exchange or refund policy due to hygiene reasons, applicable legislation or for reasons of cost efficiency. The goods Supertech exclude from the 14 day return and exchange policy are:

• Goods purchased by way of special arrangement or custom order will only be replaced if defective. Customers are encouraged to ensure that measurements and specifications of custom items are 100% correct when ordering, as custom made orders cannot be refunded or exchanged if incorrect sizes were provided
• All electrical parts

Refunds

Once Supertech have assessed a returned item and approved a refund, you will receive your money back in the same way you purchased it from Supertech:

• Credit note
• Electronic transfer directly into your account (5 to 10 working days due)
• Cash (if the original payment was made in cash)
• Credit card (by reversal back to your credit card and subject to banking delays)

Supertech will refund a purchase for the exact amount paid less the following:

• Credit note
• any delivery costs already incurred by Supertech
• any restocking fee for special orders

Products may be returned to your nearest Supertech dealership or alternatively Supertech can help you to arrange a third-party courier by calling 031 465 1981. The courier service will be charged at the going rate for your area and Product specifications. Please note that it may not be possible to determine in-dealership whether goods have been damaged or what the cause of a failure or defect may be. This is of importance as it determines whether the goods may be repaired, replaced or refunded. Accordingly, Supertech reserve the right to refer returned goods for technical assessment by the manufacturer or authorised service centre prior to repairing, replacing or refunding and to provide you with feedback within 10 days of receipt of the returned goods and to act accordingly.

If your goods show a defect after the initial 6 month period, but still within the manufacturer’s warranty period, Supertech will send the goods to the manufacturer for repair and the manufacturer will decide whether you have a valid claim and if so, whether they will repair or replace. If the goods become defective once the manufacturer’s warranty has expired, Supertech can arrange with the manufacturer or its agents to repair them. No repairs will be done without you approving a quotation first.

Should an item be damaged or defective, please contact Supertech’s parts department on 031 465 1981 immediately to arrange for the earliest convenient collection date. Please make a note on the delivery waybill of damages as well. Once returned to the dealership, the Product will undergo an assessment following which a decision be made on the replacement of the item. Promotional free or bundled items that were part of a purchase must also be returned.

Repairs and Warranties

If you have purchased a Product which is defective within its warranty period, please notify us as soon as reasonably possible after you become aware of the defect. Please take proper note of any terms or instructions that accompany your goods.

After the 6 months’ statutory warranty has expired, some Products have an extended warranty. These warranties are usually stated in the Product brochure and may be subject to the manufacturer’s specific terms and conditions.

Parts, Lifestyle items and equipment

• Goods that show a manufacturing defect within the first 6 months of purchase will be repaired, replaced or refunded.
• Defects that develop after 6 months may be repaired, replaced or refunded at the manufacturer’s election, and subject to the relevant manufacturer’s policy or extended warranty
• The nature of the goods (size, technical specifications, etc.) often dictates where the repair will take place. For example, on site or at the manufacturer’s premises

Consumables

• Goods that show a manufacturing defect within the first 6 months of purchase will be repaired, replaced or refunded. Supertech can book a service call with the supplier on your behalf, if you phone in and request us to do this

The manufacturer’s warranty will only apply to defects in the process of manufacturing the goods and will not apply in the following instances:

• Damage caused by lightning or power surges
• Damage caused by misuse or abuse to the goods
• Goods used for a purpose other than the purpose for which they were manufactured
• Goods used contrary to their instruction manuals
• Accidental damage