Returns & Refunds

Bidvest Waltons strives to provide the best possible service to its customers and has put the appropriate measures in place to ensure all its staff and suppliers are fully aware of, and comply with the Consumer Protection Act. We are committed to operate our business in terms of the requirements of the Consumer Protection Act and our returns policy is aligned therewith.

Bidvest Waltons' quality assurance
Bidvest Waltons only stocks quality goods. We are confident that you will be satisfied with every purchase you make, but should you experience any problems or concern, please refer to the options listed below. We are committed to operate our business in terms of the Consumer Protection Act and all policies are subject to the applicable law.

14 day exchange or refund policy
We will refund or exchange most goods if you return them within 14 days of purchase. However, the goods must still be in their original condition and packaging, and you may not have used them at all i.e. the security seal or shrink wrap is intact (if applicable) and unused. We will exchange or refund products provided there is a valid proof of purchase.

Are certain items excluded from the 14 day exchange or refund policy?
Yes, there are a few exceptions. The goods we exclude from the 14 day return and exchange policy are:

General

• No cancellations will be permitted in respect of customized (special - order) goods and returns will only be accepted if the goods do not reasonably conform to the material specifications of the special order.
• "special - order goods" means that a supplier expressly or implicitly was required or expected to procure, create or alter specifically to satisfy the consumers' requirements.
• 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 made products are 100% correct when ordering, as custom made orders cannot be refunded or exchanged if incorrect sizes were provided.

Cartridges

• Cartridges that are beyond their expiry date will not be returned.

Hardware

• "special - order goods" means that a supplier expressly or implicitly was required or expected to procure, create or alter specifically to satisfy the consumers' requirements.
• Goods purchased by way of special arrangement or custom order will only be replaced if defective.

Furniture

• "special - order goods" means that a supplier expressly or implicitly was required or expected to procure, create or alter specifically to satisfy the consumers' requirements.
• 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 made products are 100% correct when ordering, as custom made orders cannot be refunded or exchanged if incorrect sizes were provided.
• In the event of Bidvest Waltons agreeing to accept returned goods, a 20% handling fee will be levied.
• Goods which are sold as "clearance sale items" , damaged, defective, used or repaired, where we disclosed these facts to you before you bought the goods

What if the products are unsuitable for the purpose I initially bought them for?
If you indicated a particular purpose for which you intend using the goods to a salesperson who confirmed that you will be able to use the goods for that purpose, you may return the goods within 10 working days after you purchased them if it turns out that the goods are not suitable for the purpose you anticipated and indicated to the salesperson

Subject to our rights in law to charge you for use and to get the goods fit for re-stocking, we will give you a refund

What should I do if the item is defective?
If your goods turn out to be defective within the first 6 months after you received them from us, we will repair them, replace them or give you a refund. Please note that it may not be possible to determine in-store 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, we 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. We may arrange for the assessment to take place at your home in the case of some hardware -where applicable.

If your goods show a defect after the initial 6 month period, but still within the manufacturer's warranty period, Bidvest Waltons 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, we can arrange with the manufacturer or its agents to repair them. No repairs will be done without you approving a quotation first.

Manufacturers' warranties - what applies to these?
As with all warranties, certain conditions and exceptions apply. Please take proper note of any terms or instructions that accompany your goods. We explain the general conditions as follows:

Cartridges
Used consumables such as printer toners or cartridges may not form part of the hardware being repaired and will thus not be replaced during repair

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

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

Furniture
A five year factory warranty against workmanship. This warranty however does not cover normal wear and tear.

All imported goods carry a one year warranty

Specific components in chairs carry the following warranties:

• Mechanism - one year warranty
• Castors - one year warranty
• Fabric - manufacturer's warranty

Electrical Appliances
All electronic equipment carries a one year warranty

When will the manufacturer's warranty not apply?

• 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 external factors but not limited to lightning, power surges, fire or water damage
• 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
• Alteration, repair, modification or service carried out by anyone other than an approved manufacturer's service centre
• Damage caused by the disregard for approved and recommended consumables
• The exchange or use of an inferior power plug
• Damage during the installation of furniture that has been performed by a non-approved service provider

How will I be refunded?
You will be refunded in the same manner in which you paid Bidvest Waltons, once we have accepted a return and approved a refund, you will receive the refund in one of the following ways:
 

• Electronic transfer directly into your account (please allow at least 10 working days from the receipt of the goods at our distribution centre)
• Credit card payments will be reversed against the card used to make payment (please allow 7 to 10 working days from the receipt of the goods at our distribution centre).

Out of warranty repairs - can Bidvest Waltons assist?
Yes, we can assist you to have the goods repaired by acting as an agent on your behalf. The law requires the following in respect of repairs:
 

• The manufacturer or its repairs agent must quote you first and you need to accept the quote before the repair can take place
• The quote must include the supply and installation of replacement parts, as well as the labour costs
• You must also give authorisation for diagnostic work in order to determine the scope of the required repairs
• Bidvest Waltons will examine the goods and record all defects prior to forwarding goods to the repair centre.

Returns
Looking to return a product? Go to Order History and click on Log a Return.