Returns and refund policy

Returns & Refund Policy

Overview

We want you to be satisfied with your purchase. This policy explains when and how you can return items and request a refund, in line with fair consumer practices and Google Merchant Center expectations.

Eligibility for Returns

You may request a return if:

  • The item is defective, damaged, or not as described

  • The wrong item was delivered

  • The product has a verified manufacturer fault

To be eligible:

  • The request must be made within 7 days of delivery

  • The item must be unused, in original condition, and in its original packaging

  • Proof of purchase is required

Non-Returnable Items

Returns are not accepted for:

  • Products that have been used, installed, or altered

  • Items damaged due to misuse or improper handling

Return Process

To initiate a return:

  1. Contact us via email or WhatsApp within the return window (Phone/whatsapp+27 71 729 07 or Email: info@deepsouthcateringequipment.co.za

  2. Provide your order number, reason for return, and photos (if applicable)

  3. Await approval and return instructions before sending the item back

Unauthorized returns may not be accepted.

Return Shipping

  • If the return is due to our error (wrong item, defective, damaged), we will cover the return shipping cost

  • If the return is for any other approved reason, the customer is responsible for return shipping fees

We recommend using a trackable shipping service, as we are not responsible for lost returns.

Inspection & Approval

  • Returned items will be inspected upon receipt

  • We reserve the right to approve or reject returns based on the condition and eligibility criteria

Refunds

If your return is approved:

  • Refunds will be issued via the original payment method where possible

  • Processing time: 7 business days after approval

Refunds may be adjusted if:

  • Items are not returned in original condition

  • Parts or packaging are missing

Exchanges

We only replace items if they are:

  • Defective

  • Damaged

  • Incorrectly supplied

If you need an exchange, contact us to arrange a replacement.

Late or Missing Refunds

If you have not received your refund:

  • Check with your bank or payment provider

  • Processing delays may occur depending on your financial institution

If the issue persists, contact us for assistance.

Large / Commercial Equipment

For bulky or commercial equipment:

  • Returns may require inspection on-site

Consumer Rights

This policy does not override your rights under applicable consumer protection laws. Where required, we will comply with legal obligations regarding returns and refunds.

Contact Information

For any payment-related queries:
Address: Prime Park, Unit E27, Mocke Rd, Diep River, Cape Town, 7801
Phone / WhatsApp: +27 71 729 0776
Email: info@deepsouthcateringequipment.co.za

Policy Updates

We aim to provide a fair, transparent, and efficient returns process for all customers.