Refunds and Returns Policy
For any returns or repairs, please fill in the below form:
Return Request Form/Customer Repair Order
A request form is to be submitted online prior to returning any items for any reason. No items will be accepted for return/repair without submitting this form. RMAs/CROs can’t be submitted manually, in writing, or via email. Once received, a form will be populated & provided to you, including payment due before the process begins. We will then process accordingly. Times given are merely estimates and are not binding on EKD Online (Pty) Ltd. Products under warranty, purchased through EKD Online (Pty) Ltd, will follow the RMA process accordingly. No drop-offs may take place at any supplier/manufacturer/service centre. EKD Online (Pty) Ltd is not liable for any costs associated with returning products. Please note that each request will be individually assessed & you will be notified as soon as practicable. EKD Online (Pty) Ltd is not a walk-in-store. We do not hold stock on site, nor do we accept walk-in customers.
Returns:
If you would like to return a product that has no fault, these returns must be done, with your reasoning as to the return of the item, within seven (7) days of date of purchase/invoice. 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, unless otherwise stipulated. The item must still be within its warranty period. Refunds are assessed after receiving your returned item. Items will be inspected before the refund process begins. No refunds or credits will be issued for items such as software or vouchers or promotional gifts or giveaways. Payment methods incurring transaction fees, these fees are non-refundable. The cost of the return courier fees falls solely on the customer. Delivery charges and/or courier insurance charges are non-refundable.
The product(s) for return 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 restocking/handling fee of up to 25% will be charged. Additional charges may be added if the goods are returned without the original packaging. The goods must be in a resaleable condition.
In regard to returning any defective products to EKD Online (Pty) Ltd, 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.
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 30 days of the repairs being completed and customer notified thereof.
In the case of RMAs / repairs, times given are merely estimates and are not binding on EKD Online (Pty) Ltd. This process can take up to 14 working days or more. Please note that RMAs / repairs are attended to during business hours & exclude weekends and/or public holidays. EKD Online (Pty) Ltd shall not be liable for any loss or damage, of whatsoever nature, which the customer may suffer as a result of any unforeseen costs and/or delayed repairs.
When returning items, please note the following:
We require your original invoice i.e., the proof of purchase that had been provided to you by EKD Online (Pty) Ltd when purchasing. Products will not be tested, repaired or replaced until such documentation has been received. Products can only be returned with the prior written agreement of EKD Online (Pty) Ltd.
Please ensure all accessories and/or manuals are intact and included inside the box/packaging when returning an item. This includes, but not limited to, all cables, power supplies, charging devices etc., for the item being returned and/or repaired.
Please ensure that all items are safely packaged. Package goods for transportation and ensure that all goods are adequately packaged to withstand the ordinary incidents of transit risk and normal rigours of road transportation as well as taking into consideration weather conditions. Adequately and clearly address each consignment to enable effective collection/delivery thereof.
EKD Online (Pty) Ltd is not liable for any costs associated with returning products. Please note that courier charges for products returned, or for RMA/CRO assessment, or repair, under warranty, will be for the customer/client’s own expense. Delivery charges and/or courier insurance charges are non-refundable.
In regard to the product’s return shipping, courier will be sent out, at your cost, together with shipment details, which are linked to a tracking number in order to assist with tracking the item.
Data loss:
EKD Online (Pty) Ltd shall not be liable, under any circumstances, for any data loss that may occur as a result of the replacement, refund and/or repair of any item(s). EKD Online (Pty) Ltd shall further not be liable, under any circumstances, for any data loss that may occur as a result of any new installation. Data recovery is not covered under the warranty and is not part of the warranty process.
Warranties:
Please refer to our Terms of Service – EKD Online.
Courier Insurance:
We inform you to notify us when courier insurance on goods is required. The customer is solely responsible for the excess amount due & to let us know accordingly. Should the package/item be damaged or lost in transit, EKD Online (Pty) Ltd is not responsible nor liable thereof.
Please note the courier service(s) provided is not directly linked with EKD Online (Pty) Ltd. Terms & Conditions apply. Please refer to our website for full T&Cs: Terms of Service – EKD Online
Terms of Service below for The Courier Guy:
https://www.thecourierguy.co.za/terms-conditions/
Return Questions or Queries:
In regard to the returns and/or RMA process, EKD Online (Pty) Ltd will handle your request in a pro-active way. If you have any return and/or RMA-related questions, please don’t hesitate to contact us via email:
Refunds:
Refunds will be processed within 30 working days of cancellation. We will notify you if the refund has been approved or not. Unclaimed funds and/or no responses received/acknowledged, in accordance to banking details requested, within 30 days of notifying the client, these funds will be kept by EKD Online (Pty) Ltd to defray any costs.
No refunds or credits will be issued for items such as software or vouchers or promotional gifts or giveaways. Payment methods incurring transaction fees, these fees are non-refundable. If items are credited, please note that it may be at the lesser value between the selling price and the current market price, and in addition, handling fees will apply. Delivery charges and/or courier insurance charges are non-refundable.
Refunds for cancelled orders, for which payment has been received and reflected in full, prior to shipping/courier (before fulfilment), will be refunded to the client, either in full or partially, dependent on the method of payment used. The funds will be returned to the payment method used during checkout. It typically takes 3 to 5 business days for the refund to reflect, depending on the payment method used and bank.
Prices and specifications are subject to change without prior notice. Please note that EKD Online (Pty) Ltd reserve the right not to accept your order if the product(s) aren’t in stock, the price has changed and/or if your payment is not authorised. 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, unless otherwise stated.
If the product is unopened, and meeting the stipulated requirements as above, i.e., unworn, unused, unopened, with the original tags/labels (if applicable), in its original packaging and within the required timeframe, you are entitled to a refund that will be issued as store credit, unless stated otherwise. 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. No refund, unless otherwise stated, will be issued if the item is returned outside of the stipulated time period.
All goods to be ordered and bought at one’s own discretion and therefore, all items quoted must be checked to ensure that the item(s) have been invoiced correctly. We make no warranty of fitness or suitability for any particular purpose in respect of any goods purchased. Under no circumstances will returns be accepted, of any correctly supplied goods and non-defective goods, after seven (7) days of date of invoice. Please choose carefully and order correctly.