REFUND & RETURNS POLICY

At Evans Hardware, we want customers to receive products that are correctly supplied and fit for their intended purpose.

Our Refund and Returns Policy operates together with your rights under applicable South African consumer legislation.

Incorrect, Damaged or Missing Products

Please contact Evans Hardware as soon as reasonably possible if:

• You received the wrong product;

• Your product arrived damaged;

• Components are missing; or

• The product materially differs from what you ordered.

Please provide your order number and, where appropriate, photographs showing the problem.

Once assessed, Evans Hardware may arrange an appropriate remedy in accordance with applicable law.

Defective Products

South African consumer law provides consumers with important rights regarding defective or unsafe goods.

Where applicable, qualifying defective products may be returned within the statutory period.

After inspection and subject to applicable law, the customer may be entitled to an appropriate remedy such as:

• Repair;

• Replacement; or

• Refund.

A product will generally not qualify as defective merely because it has been damaged through misuse, incorrect operation, normal wear and tear or unauthorised alteration.

Manufacturer warranty terms may additionally apply.

Change-of-Mind Returns

Where applicable under South African e-commerce legislation, customers may have cooling-off rights relating to qualifying online transactions.

Certain products and transactions may be excluded from statutory cooling-off rights.

For voluntary change-of-mind returns outside any statutory entitlement, contact Evans Hardware at sales@evanshardware.co.za before returning the product.

Unless legislation provides otherwise, products accepted for change-of-mind returns must generally be:

• Unused;

• In resalable condition;

• Complete;

• In the original packaging; and

• Returned with all accessories, manuals and components.

Return courier costs for a voluntary change-of-mind return may be for the customer's account where permitted by law.

Non-Returnable Items

Subject always to your statutory rights regarding defective, unsafe, incorrectly supplied or misrepresented goods, certain products may not qualify for change-of-mind returns, including:

• Special-order goods;

• Custom-made goods;

• Personalised products;

• Products specifically sourced at the customer's request;

• Products that cannot reasonably be resold for health or safety reasons once opened;

• Used consumable products;

• Products damaged after delivery through misuse or improper handling.

Return Authorisation

Do not send products back without contacting Evans Hardware first.

Contact us at:

Email: sales@evanshardware.co.za

Contact page: www.evanshardware.co.za/pages/contact

Include:

• Your full name;

• Order number;

• Product being returned;

• Reason for the return; and

• Photographs or video where relevant.

Inspection

Returned items may be inspected before a refund, replacement or repair is approved.

This inspection does not affect rights granted to you by applicable legislation.

Refunds

Approved refunds will generally be made using the original payment method where reasonably possible.

Refund processing times may vary depending on your bank and payment provider.

Delivery charges may not be refundable for voluntary returns where permitted by law.

Where an incorrect, defective or damaged product qualifies for a remedy under applicable law, applicable return or delivery costs will be dealt with in accordance with that law.