Returns / RMA / CRO
If you would like to return a product that has no fault, these returns must be done, in writing, via email, within seven (7) days of date of purchase. Should the return be received by EKD Online (Pty) Ltd outside of the seven-day period, EKD Online (Pty) Ltd reserves the right to decline the return request. No refunds or credits will be issued for items such as software or vouchers.
In regard to returning any defective products to EKD Online (Pty) Ltd, this must be done in writing, via email, with your reasoning as to the return of the item. The item must still be within its warranty period. If the item(s) sent to you are damaged, you must inform EKD Online (Pty) Ltd in writing, via email, within 24 hours of delivery.
When returning items, please note the following:
To request a return, this must be done in writing, via email, to: firstname.lastname@example.org
Once received, we will then process your return accordingly.
When returning your item, it must be in the same condition as it was when you received it i.e. unworn, unused, unopened, with the original tags/labels (if applicable) and in its original packaging in order to be eligible for a return.
If the package has been opened, a 20% restocking fee will be charged. We will also require your original invoice i.e. the proof of purchase that had been provided to you by EKD Online (Pty) Ltd when purchasing.
EKD Online (Pty) Ltd is not responsible for packages that are lost or damaged. Should the item be damaged in transit, EKD Online (Pty) Ltd will not be held liable and the customer will be held liable.
Physically damaged items will not be accepted. Any damage that is not produced by normal wear and tear is referred to as physical damage. If we get a physically damaged item, we will send it back to the customer/client at their own expense. Please refer to our website for full T&Cs, as well as insurance costs, for courier purposes.
EKD Online (Pty) Ltd is not liable for any costs associated with returning products unless otherwise specified. In regard to the product’s return shipping to EKD Online (Pty) Ltd, courier will be sent out, at your cost, with shipment details which are linked to a tracking number in order to assist with tracking the item.
Please note that courier charges for products returned for RMA/CRO assessment, under warranty, will be for the customer/client’s own expense.
Please refer to user manuals & manufacturers’ websites for warranty terms & conditions. All warranties are provided through manufacturers/suppliers and not directly through EKD Online (Pty) Ltd. The customer hereby agrees that any item handed in for repair may be sold by EKD Online (Pty) Ltd to defray the cost of such repairs if the item remains uncollected within 60 days of the repairs being completed and customer notified.
Should no warranty exist for the product in question, EKD Online (Pty) Ltd cannot be held responsible, in any way, for the repairs, replacement and/or costs associated therewith of the product.
In regard to the returns process, EKD Online (Pty) Ltd will handle your request in a pro-active way.
If you have any return-related questions, please don’t hesitate to contact us via email:
Refunds are assessed after receiving your return. Items will be inspected before the refund process begins. We will notify you once we’ve received and inspected your return and will let you know if the refund has been approved or not. If the product is unopened, and meeting the stipulated requirements as above, i.e. unworn, unused, unopened, with the original tags/labels (if applicable) and in its original packaging, you are entitled to a full refund that will be issued as credit from the EKD Online (Pty) Ltd store unless stated otherwise. Please note that once your order has been processed, items are released/dispatched to EKD Online (Pty) Ltd from suppliers on a cash-on-delivery basis. If your order has therefore already been processed, a store credit is issued. Refunds will be processed within 30 days of cancellation. Should the item be returned in a condition that is deemed unfit for resale, EKD Online (Pty) Ltd reserves the right to refuse the refund.