Exchanges; Returns and Cancellations
We want you to be happy with your purchase, and satisfied with your on line shopping experience. If you are not completely satisfied, you can return the product to us and we’ll either exchange or replace it, or credit your account.
You can exchange or return your purchase within 30 days of delivery, completely free of charge. We will cover the cost of shipping if we were the cause of an error, empty promise or problem that you may have encountered. We want to make your online shopping experience hassle-free and worthwhile.
To return an unwanted non-defective product, it must be:
- Returned within 30 days of the product(s) being delivered
- Undamaged and unused, with the original labels still attached
- In the original packaging, which must be undamaged, sealed and in its original condition
Complete a GRN ‘’Goods return note’’ on line or you can email it to ‘’ email@example.com. You will receive confirmation from our accounts department within 24 hours to finalize the return and to make arrangements regarding the collection. You are welcome to contact our accounts department telephonically regarding the return but we will only process a ‘’goods return request’’ if it is completed on line or emailed to us. In this same exercise you need to advise us if the item needs to be exchanged or credited. Once you have confirmed your replacement order the new product will be delivered within the same time frame as a new order. You will receive confirmation from us as soon as we have processed the new order or credit/refund if that is what you elected.
You can elect to purchase a different item than the one you returned. If there is a variance in cost your account will be credited or refunded and or visa versa, if you require something more expensive than the other item the difference can be paid and the new item will be dispatched to you.
Once we have received your ‘’returned’’ product and it has been cleared by Orderit.co.za Quality control team, your account will be credited, unless you requested a replacement or an exchange.
If you elect a refund the value of the item will be refunded within 24-48 hours from receipt of your GRN ‘’Goods return note’’ and or your returned order. Please remember to furnish us with your bank details as we refund via EFT.
If you have not received your refund within 5-7 days from the confirmation of the transaction please email your query to firstname.lastname@example.org
Products can be exchanged for a different size or color of the same product, provided that the preferred size or color is available.
This option is available for goods that have a size or color variation within its range and dependable on availability of stock. All additional options and information will be cleared and confirmed at the time of your request such. All you do is email email@example.com with your request to exchange and one of our team members will contact you within 6 working hours to confirm how we can assist with your request.
It’s important that any unwanted product, unless faulty, is returned in a re-saleable condition. We’d expect this to mean that you’ve kept all original packaging and labels, and that the product is undamaged and unused. The unwanted item can be returned to our warehouse and office address at your expense; once we received the item you want to exchange it will be checked to ensure it is in a re-sellable condition. If all is in order the new or replacement item will be shipped off to you at your expense; standard delivery time applies.
You may visit our warehouse in Cape Town to exchange your incorrect or faulty product. Send an email to firstname.lastname@example.org with invoice number, product description and your personal details. We will respond promptly to make arrangements with you. Please ensure that this takes place within 5 working days to eliminate any possible problems with the OEM or agent’s policies.
We reserve the right to refuse a return or an exchange if products are returned damaged, or not in a saleable condition.
Returning products that are not what you ordered
If an incorrect product is delivered to you by mistake (i.e. it’s not the product you ordered and paid for), we’ll arrange to collect the product from you, and we’ll deliver the correct product to you as quickly as possible at our expense.
Please don’t remove the product from its original packaging. Simply contact our customer service team on +27 (0) 21-551 9996 or email email@example.com to notify us, and we’ll take care of the rest.
Returning defective or damaged products
We do our best to ensure that the products we deliver to you are of a high quality. If you’ve received a product with a defect or fault, we’ll gladly replace the exact product at no additional cost to you. Where a replacement product is not available, your account will be credited.
Our replacement promise entitles you to an immediate replacement of a defective product within 7 days of receipt. For your convenience, our courier will collect the defective product whilst delivering your replacement.
Replacement warranty entitles you to have your product replaced at Orderit’s expense if the product is found to be defective or faulty, or unsuitable for the purpose generally intended.
If the product is found NOT to be defective or damaged, you will NOT be entitled to any replacement or credit, but will instead be liable for the costs incurred in having such a product returned to Orderit, and then redelivered to you.
The following will NOT be regarded as defects and will NOT entitle you to any replacement or credit under the replacement promise, or the replacement warranty: faults resulting from normal wear and tear; damage arising from incorrect usage of the product.
Certain products may come with a supplier’s warranty in excess of Orderit’s replacement warranty. If so, this will be stated on the product packaging or could be in the product listing on the site. If the product you received is found to be damaged or defective, and it is within the supplier warranty period, we’ll replace the product at our expense, or process an account credit if a replacement product is not available.
We can’t offer exchanges, replacements or account credits on the following products, unless they are faulty or not as described:
Where the original packaging has been opened or where the seal has been broken and;
- Media products (including DVDs, CDs, Flash drives etc.) where the original plastic wrapping has been opened except if the product malfunctions.
- Apparel where the original wrapping has been opened.
- Products which have been personalized for you or made to your specifications.
- Products that naturally deteriorate after it’s sell by date like Milk etc.
- Products that are clearly marked and branded
- Products on sale or promotion
This policy does not affect your statutory rights relating to faulty or miss-described products.
If you decide to cancel your order you simply advise us by sending an email to firstname.lastname@example.org advising us of the cancellation.
You would need to quote the invoice number and state ‘’request to cancel order’’, our orders department will then merely cancel the order based on your request.
If the order has been paid and the goods are still in our position then we will refund the full amount once we have confirmed receipt of the funds in our bank account. Please refer to the refund policy.
If the goods are already in transit we cannot be held liable for a refund right away, refer to our Exchange and return policy