Returns

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Return Policy

  1. Cooling-off Period for Electronic Transactions

 

Section 44 of the Electronic Communications and Transactions Act may be applicable to your electronic transactions with HertexHaus. If you meet the criteria as a consumer under the ECT Act, you may have the right to cancel certain electronic transactions within seven days without any reason or penalty. When you cancel, both parties will revert to their positions prior to the transaction. This entails returning a new, unused item, and receiving a refund of the purchase price. Section 44 only pertains to natural persons, meaning individual human beings, who are also the end users of the goods or services. The transaction itself must be conducted electronically, whether wholly or partially through the website, email, or SMS.

 

However, certain goods, by their nature, are exempt from return during this cooling-off period. These include eBooks, eMagazines, or electronic vouchers. If issues arise with such digital goods, customers are encouraged to contact HertexHaus within seven days of purchase for resolution. It's important to note that HertexHaus will revoke access to any online courses associated with cooking if an electronic transaction is canceled under Section 44 of the ECT Act.

 

This cooling-off period does not extend to goods that are customized or specially ordered from a foreign country.

 

1.1. Return of Goods During Cooling-off Period

 

Customers must return any goods in new condition, including all original packaging and materials, within 30 days of cancellation. Upon receipt of the returned goods, HertexHaus will issue a refund within 30 days.

 

  1. Returns Within 30 Days

 

HertexHaus aims for customer satisfaction and understands if a change of heart occurs. Most products can be returned in their new, unopened condition within 30 days of delivery for a full refund. Customers are advised to log a return on the HertexHaus website for processing.

 

  1. Incorrect Item Delivered

 

In the event of an incorrect product delivery or if the product does not match its description on the website, customers should notify HertexHaus within 7 days, preferably by logging a return on the website. It's crucial not to remove the product from its original packaging or any accompanying stickers or labels.

 

  1. Goods Arrived Damaged

 

For damaged, incomplete, or non-functional goods upon delivery, customers should inform HertexHaus within 7 days by logging a return on the website. To assess the damage, customers will need to

 

  • provide photographs of the outside of box
  • provide photographs of the inside of the box
  • provide photos of the damaged item.

 

HertexHaus will arrange for collection if necessary and offer either a replacement, or refund, depending on the customer's preference.

 

  1. How to Return an Item

 

HertexHaus offers various methods for returning items, including dropping off at retail stores or arranging a pickup date for collection.

 

When dropping off a return in-store please ensure you bring the following with you:

  • Original Invoice.
  • Product neatly package securely in its original packaging.

 

  1. How to Package an Item for Return

 

It is the customer's responsibility to ensure that returning items are properly packaged in their original packaging with adequate padding for safe transit. Failure to do so may result in damage and affect the eligibility for a refund. If the goods are not returned to us in a sellable condition we will not be able to refund. We request images to be sent to us prior to when the courier picks up the return.

  • Use original packagaing
  • Ensure product is fully secure for transport
  • Take photo’s before the courier picks up the return

 

  1. How Refunds Are Processed

 

Refunds, exchanges, or vouchers for returned items are processed within 1 to 2 working days upon receipt at the HertexHaus warehouse. Depending on the payment method, refunds may take additional time to reflect in the customer's account. HertexHaus will refund the customer the same method as payment was made. For EFT’s, this can take up to 7 working days and for credit cards this can take up to 14 working days.

 

  1. Our Goods Warranty

 

HertexHaus warrants that all goods are new and of good quality unless otherwise specified.

 

  1. Statutory Warranty Against Defects

 

New goods are warranted against defects for six months from the time of supply, as mandated by the Consumer Protection Act of 2008 (CPA). Defective goods will be repaired, replaced, or refunded within this period, subject to the returns procedure. We do not regard the following as defective:

  • faults resulting from normal wear and tear;
  • damage arising from negligence, user abuse or incorrect usage of the product;
  • damage arising from electrical surges or sea air corrosion;
  • damage arising from a failure to adequately care for the product;
  • damage arising from unauthorized alterations to the product; or
  • where the specifications of a product, although accurately described on the website and generally fit for its intended purpose, do not suit you.

 

  1. Statutory Right to Return Unsuitable Goods

 

Customers have the right to return unsuitable goods within 30 days of delivery. This right extends to all customers, irrespective of CPA consumer status. Returns should be packaged in their original unopened packaging.

 If a product does not contain a defect and a customer deems it unsuitable, a handling fee of R250 ex vat will be deducted from the refundable amount.

 

  1. Invalidation of Warranties and Right to Return Unsuitable Goods

 

Warranties are invalidated if goods are tampered with or if fraudulently claimed as unsuitable.

 

  1. Returns and Refunds Procedure

 

Customers must follow the specified returns and refunds procedure, including completing an online form and ensuring proper packaging of returned items. Returns are examined for defects or suitability, and appropriate action is taken, including replacement, or refund.

  • Start your return here
  • Arrange a collection with our team or advise us which retail store you intend to drop off your return at.
  • Any returned item must be placed in original packaging with original invoice. If original packaging is not available then protective packaging must be used. If the goods arrive at our warehouse damaged, we will not be able to refund you.
  • Take photo’s prior to courier collection.
  • Once good’s arrive at our warehouse, we may take up to two days for processing.
    • For refunds, HertexHaus will refund via the same payment method used by the customer. EFT’s can take up to 7 working days. Credit card payments may take up to 14 working days to reflect.
    • For replacements, Once our team has processed your return at the warehouse and deemed the product defective, we will dispatch your replacement to you.
  • For goods deemed unsuitable, a handling fee of R250 ex vat is applicable. For products deemed defective or misrepresented online, no fee is applicable.