Returns & Refunds Policy
Between the USER and ZARODEK (PROPRIETARY) LIMITED with registration number: 2017/374060/07, with its principal office situated at Block A, 8 Hillside Road, Parktown, 2193 with its chosen email address as compliance@odek.co.za. Throughout the Website, the terms “we”, “us” and “our” refer to ZARODEK (Pty) Ltd.
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Introduction
- If you are not completely satisfied, you can return the Goods to us and we will either repair/replace it, or credit your account, subject to the terms herein contained;
- Returns and replacements are only allowed if there is an issue with the Goods received such as damaged, defective or incorrect Goods;
- This Policy forms part of the Terms of Service, and so words defined in the Terms of Service have the same meaning in this Policy, unless the context indicates otherwise;
- We reserve the right to amend, modify, update and change any terms and conditions and other polices. It is your responsibility to regularly check our terms and policies to make sure that you are satisfied with the changes. Your continued use of the Website will be deemed to constitute acceptance of such changes.
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Communication
- To start the return process and upon receipt of the Goods, you must contact us at compliance@odek.co.za or on our Customer Care Number (086 072 5364);
- If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
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Damaged Goods
- Should the Goods be damaged or missing any parts or accessories at the time of delivery/collection, please notify us within 7 days of such delivery/collection by logging a return as stipulated in clause 2 above;
- We will arrange to collect the Goods from you at no charge. Once we have inspected the Goods and validated your return, we will at your choice repair/replace the Goods as soon as possible (if such repair is possible/ we have the same Goods in stock to use as a replacement) or credit your account with the purchase price of the Goods. If the repair/replacement takes longer than 21 days, we will get in touch with you to see if you would rather receive a credit/refund.
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Defective Goods
- For the purpose of this policy, a defect is a material imperfection in the manufacture of a product or any characteristic of a product, which makes the product less acceptable than one would reasonably be entitled to expect in the circumstances;
- The following will NOT be regarded as defects and will not entitle you to a return under this section:
- faults resulting from normal wear and tear;
- damage arising from negligence, user abuse or incorrect usage of the Goods;
- damage arising from electrical surges or sea air corrosion;
- damage arising from a failure to adequately care for the Goods;
- damage arising from unauthorized alterations to the Goods;
- where the specifications of the Goods, although accurately described on the Website and generally fit for its intended purpose, do not suit you; and
- in relation to used Goods, signs of handling and/or repackaging.
- Should the Goods be defective or of poor quality, please notify us by logging a return as stipulated in clause 2 above as soon as reasonably possible after you become aware of the defect or poor quality, but in any event within 6 months after delivery/collection of the Goods (except in the case of an extended supplier warranty);
- Where you request a repair/replacement of second hand Goods and a repair is not possible, we will see if we have replacement second hand Goods in stock (which is the same product, of the same nature and type, as the one sold), but if we do not, we will credit/refund you. Goods in perfect condition are not the same as second hand Goods. Hence the discounted price of the second hand Goods;
- We will arrange to collect the Goods from you at no charge. Once we have inspected the Goods and validated your return, we will at your choice repair/replace the Goods as soon as possible (if such repair is possible/ we have the same Goods in stock to use as a replacement) or credit your account with the purchase price of the Goods. If the repair/replacement takes longer than 21 days, we will get in touch with you to see if you would rather receive a credit/refund;
- Unless there is an extended supplier warranty, we can’t facilitate returns that fall outside of the 6 month period;
- An extended supplier warranty is subject to the terms and conditions that the supplier or manufacturer may impose. It is your responsibility to make yourself aware of any such terms and conditions. Second hand Goods do not have extended supplier warranties;
- The remedy that may be offered to you is at the supplier or manufacturer’s discretion. We are under no obligation to provide you with a credit, repair/replacement, as the remedy lies with the supplier or manufacturer. If the supplier or manufacturer has offered to repair/replace within the applicable extended supplier warranty and it takes longer than 30 days, we will get in touch with you to enquire whether you would rather receive a credit/refund directly from us.
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Preparing Goods for Return
- To ensure your request is processed as quickly as possible you are responsible for the following when returning the Goods:
- package your Goods safely and securely for protection during transit;
- clearly mark your return reference number on the outside of the parcel;
- include all accessories and parts that were sold with the Goods; and
- include receipt or proof of purchase.
- Failure to adhere to any of these requirements could delay the processing of your request or result in its decline.
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Refunds
- We will notify you once we’ve received and inspected your return, and we will let you know whether the refund was approved or not;
- If you return defective Goods to us, but you fail to return all of the accessories and parts that were sold with the Goods, we are entitled to refuse the return, or only to replace the item that you did return; or to estimate the value of the missing accessories and parts and to credit or refund you in respect of the returned item only.
- We only refund to the payment method that you originally used e.g. payment by credit card will be refunded to the same credit card.
- If you return Goods that do not comply with this Policy, you may be liable to reimburse us for the cost of collecting the Goods from you and the cost of having the Goods returned to you.