Need to
return an item? We are happy to assist. We take pride in ensuring that we
comply with the provisions contained in the Electronic Communications and
Transactions Act 25 of 2002 and the Consumer Protection Act 68 of 2002. Please
also note that this policy is not intended to limit any rights whatsoever.
WHICH ITEMS
CAN BE RETURNED?
You can
return items for the following reasons:
✓ You have changed your
mind
✓ The product is
defective
The terms and procedure followed is dependent
on the reason for the return.
RETURNS
PROCEDURE IF YOU HAVE CHANGED YOUR MIND
STEP 1 Make a
request for a return by email to info@metdrones.co.za within 7 days of the
order being delivered.
STEP 2 Once
your returns request has been processed, you will receive an email confirming
the address to which you may have the item(s) delivered. Please note that all
costs relating to the delivery are to be paid by you.
STEP 3
Please make sure that the item(s) are packed in the packaging they were
received in, with the inclusion of the order number associated to that item.
Please note that a 40% handling fee will be deducted from your refund if the
product is not in its original packaging which is still intact and is not in
resalable condition.
STEP 4 Once
the returns have reached our warehouse, we will notify you by email and each of
the items in your return will be inspected before the return is processed and
the refund or store credit initiated.
STEP 5
Inspection can take 2-3 working days. Thereafter, notification of whether your
return has been approved, declined or approved subject to a handling fee will
be sent to you via email. If it has been approved, you will be asked whether
you prefer a store credit or cash refund. If your request has been rejected,
you will be notified of the reasons and requested to collect it or have it
delivered back to you at your expense.
RETURNS
PROCEDURE ON DEFECTIVE PRODUCTS
STEP 1 Check
whether the item falls under our warranty policy or the supplier warranty
policy. If the item falls under the supplier warranty policy kindly contact the
supplier directly for their returns procedure. If the item falls under our
warranty policy, proceed to STEP 2.
STEP 2 Make a
request for a return by email to info@metdrones.co.za within 6 months of
the order being delivered.
STEP 3 Once
your returns request has been processed, you will receive an email to confirm
that our courier partners will contact you to arrange collection.
STEP 4 Please
make sure that the item(s) are packed in the packaging they were received in,
with the inclusion of the order number associated to that item.
STEP 5 Once
the returns have reached our warehouse, we will notify you by email and each of
the items in your return will be inspected before the return is processed and
the defective item(s) are sent to our suppliers for repairs.
STEP 6
Inspection can take 2-3 working days. Thereafter, notification of whether your
return has been approved or declined will be sent to you via email. On approval
the item(s) will be sent to our suppliers for repairs. If your request is
unsuccessful, you will be notified of the reasons and requested to collect it
or have it delivered back to you at your expense.
STEP 7
Repairs can take between 14-21 working days depending on the item. Any further
delay will be communicated to you.
STEP 8 As
soon as we have received the repaired product from our suppliers, we will send
it back to you per courier at our expense and notify you accordingly with the
tracking number.
RETURNS TERMS
AND CONDITIONS
1. We reserve
the right to reject a return for the following reasons: û Product
is not returned in a resellable condition i.e. Is returned damaged in a way
that is no specified in the return reason. û Product is not
defective and returned after the 7-day period. û A
product is missing from the returned order û Incorrect Product is
returned
2. Rejected
Returns:
2.1. Should
we reject your return for any reason specified above, we shall notify you to
collect or have the item(s) at your expense
2.2 Should
you not collect the item(s) within 1 month from notice to collect, we will have
to destroy the product for inter alia public health reasons.
3.
Refunds and Store Credit:
3.1. Store
credits will be sent immediately via email and cash refunds can take up to 7
working days to reflect depending on method of refund and banking
institutions.
3.2. You will
receive a cash refund or store credit (your choice) for the rand value of the
Product you paid.
3.3. If
you have paid via Store Credit or a Gift Voucher, you will receive Store Credit
or your Gift Voucher will be credited to the value of the Product you
paid.
3.4. We
cannot refund you in cash for that portion of the purchase price which you paid
using the Gift Voucher, but we will credit your account.
4. You
cannot exchange any products, however, you may return the product for a refund
or store credit.
5. If a
personal item or parcel meant for another retailer is returned to us in error,
we will provide you with two options: You can arrange collection at your cost
from our warehouse or We can discard the unwanted items on your behalf. Should
you wish to arrange collection of the item, we will provide you with a
reference number, which you must ensure that your courier quotes upon
collection. Should you not collect within 30 days of us contacting you, we will
have no further option but to discard.
6. Products
Under Warranty:
6.1. The 6
Month Warranty:
6.1.1. All
products can be returned if they are faulty/defective, not fit for their
intended purpose or do not match the sample or description. These products need
to be returned in their original packaging with all labels attached within 6
months of delivery.
6.1.2. A
“Defective Product” is one which contains a material imperfection in the
manufacture or design that renders the product less acceptable, useful, or safe
than reasonably expected under the circumstances. A product is in a defective
condition if it is dangerous to the user or to the consumer, when used in the
prescribed way and/or for the purpose for which it was manufactured or
designed. The product must be defective (due to manufacture or design fault)
and not damaged due to inappropriate use.
6.1.3. Our
warranties exclude: • Fair wear and tear • damage by fire, flood, high
temperature or any environmental condition for which the products were not
designed for. • damages due to inappropriate use • products which have been
modified or have undergone unauthorised repairs
6.1.4. When
returning a product after the standard 7 day returns period, a customer must
provide full reasons for alleging that the product is defective, including
stating how the product was utilized during the period that it was in the
customer’s possession.
6.1.5. If you
are not sure as to whether the product that you bought falls within the
supplier warranty period offered by the manufacturer or distributor or whether
it falls under out warranty period, send an email to info@metdrones.co.za and we will advise
you and provide you with the contact details of the relevant Third Party
Vendor, manufacturer or distributor.
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