Damaged, Defective & Incorrect Items Policy

Damaged, Defective & Incorrect Items Policy

Vertex Industrial Solutions
Country: South Africa

1. Introduction

At Vertex Industrial Solutions, we are committed to supplying products that match their advertised descriptions, specifications, and applicable quality and safety requirements.

We understand that products may occasionally arrive damaged, contain missing components, be incorrectly supplied, or develop faults.

This policy explains how customers can report these issues and how we handle inspections, collections, repairs, replacements, and refunds.

All procedures are subject to applicable South African consumer protection legislation.

2. Products Covered

This policy applies to products purchased from Vertex Industrial Solutions, including:

• Industrial and manufacturing machinery

• Commercial catering equipment

• Refrigeration and cold-storage systems

• Agricultural machinery

• Power and solar equipment

• Generators, inverters, and batteries

• Printers, laser machines, and CNC equipment

• Woodworking and workshop machinery

• Mobile sanitation equipment

• Other products sold through our authorised channels

3. Products Damaged During Delivery

Customers are encouraged to inspect their products and packaging upon delivery.

If an item arrives damaged, please contact our support team as soon as possible, preferably within 48 hours after delivery.

When reporting damage, please provide:

• Order or invoice number

• Product name and model

• Description of the damage

• Photographs of the product and packaging, where available

• Delivery documentation, where available

The 48-hour reporting period is a recommendation to help us investigate transport-related damage promptly.

Failure to report damage within 48 hours does not remove or restrict any statutory consumer rights.

4. Incorrect Products Delivered

If a customer receives a product that differs from the confirmed order, they should contact us as soon as reasonably possible.

Examples include:

• Incorrect product model

• Incorrect size or capacity

• Incorrect voltage or power rating

• Incorrect colour or configuration where material

• Incorrect quantity

• Incorrect accessories or supplied components

Where the error is attributable to Vertex Industrial Solutions, we will arrange an appropriate correction at no additional cost to the customer.

This may include collection and replacement, supply of missing items, or another remedy required by law.

5. Missing Parts or Accessories

If a delivered product is missing components that should have been included, customers should notify us and provide their order details.

We will compare the report with the product specification and confirmed order.

Where parts or accessories were incorrectly omitted, we will arrange an appropriate remedy without charging the customer for our error.

6. Defective or Faulty Products

Where the Consumer Protection Act applies, qualifying goods are generally covered by the statutory implied warranty of quality for 6 months from delivery.

If goods fail to meet the applicable statutory standards, customers may exercise the remedies provided by the Act.

Subject to the applicable legal requirements, the customer may choose:

• Repair

• Replacement

• Refund

Additional manufacturer warranties may provide protection beyond the statutory period.

Manufacturer warranty terms vary by product and will be identified in the relevant product information or documentation.

7. Reporting a Problem

To report damaged, defective, incomplete, or incorrectly supplied goods:

1. Contact our customer support team.

2. Provide your order or invoice number.

3. Identify the affected product and model.

4. Explain the issue clearly.

5. Supply photographs, videos, or error codes where reasonably available.

6. Follow the return or inspection instructions provided.

We aim to acknowledge enquiries within 2 business days.

8. Initial Assessment

We may request additional information or arrange a technical inspection where reasonably necessary.

Our target is to provide an initial assessment or progress update within 5 business days after receiving the information or product required for evaluation.

Complex industrial machinery may require specialist inspection or manufacturer assistance.

Customers will be informed if additional assessment time is necessary.

Assessment procedures will not be used to improperly delay or deny statutory remedies.

9. Collection and Return Shipping

Where the Consumer Protection Act requires the supplier to accept a return of defective goods at its risk and expense, Vertex Industrial Solutions will arrange the appropriate return process.

Where we have supplied an incorrect item, we will cover the reasonable costs of correcting our error.

For large machinery, refrigeration systems, and oversized equipment, collection may require specialised transport.

Customers should contact us before arranging independent freight or dismantling equipment.

10. Repairs

Where repair is selected or otherwise lawfully agreed, we will provide an estimated repair timeframe after assessment.

Repair duration may depend on:

• Nature of the defect

• Availability of replacement parts

• Technical complexity

• Manufacturer support

• Specialist technician availability

If a repaired product develops a further qualifying defect within 3 months after repair, the additional statutory remedies under Section 56(3) of the Consumer Protection Act will apply, where relevant.

11. Replacements

Where a replacement is the applicable remedy, we will arrange supply of a suitable replacement product.

If the original model is unavailable, we will discuss an appropriate alternative or other lawful remedy with the customer.

Customers will not be required to accept a materially different substitute without agreement.

12. Refunds

Where a customer is entitled to a refund under applicable law, we will process the refund in accordance with the relevant statutory requirements.

For approved voluntary refunds, our standard target is to initiate payment within 5 business days after approval.

Refunds will normally be made to a verified bank account belonging to the original purchaser.

Any applicable statutory deadline takes precedence over our internal processing targets.

13. Equipment That Arrives Not Working

If machinery or equipment does not operate as expected immediately after delivery, customers should stop using it where continued operation could cause damage or present a safety risk.

Customers should contact us with the order number, product model, and details of the problem.

We may provide basic troubleshooting instructions or arrange an inspection.

Where the equipment is defective or otherwise fails to meet statutory requirements, the applicable legal remedies will be provided.

14. Heavy Machinery and Specialist Equipment

Large industrial products may require qualified technicians to inspect, disconnect, move, or transport them.

Customers should not attempt unsafe dismantling or repairs.

Any necessary collection, inspection, or remedial work will be arranged in accordance with applicable warranty obligations and consumer rights.

15. Manufacturer Warranty Claims

Some products include additional manufacturer warranties.

Where relevant, we may assist customers with:

• Warranty registration guidance

• Manufacturer contact details

• Technical documentation

• Fault reporting

• Repair or replacement coordination

Manufacturer warranty terms vary by product.

A manufacturer's procedures do not replace or diminish the supplier's obligations under applicable South African law.

16. Exclusions for Customer-Caused Damage

Additional commercial warranties may exclude damage caused by:

• Misuse or negligent operation

• Accidental damage

• Unauthorised modification

• Improper installation

• Operation outside specified technical limits

• Failure to perform required maintenance

• Incompatible accessories or consumables

• External events unrelated to a product defect

Any exclusion will apply only where lawful and relevant to the cause of the problem.

Statutory consumer rights remain unaffected.

17. Change-of-Mind Returns

Customers wishing to return a product that is not damaged, defective, or incorrectly supplied should refer to our Returns & Refunds Policy.

Eligible unused standard-stock products may be returned under our voluntary 30-calendar-day return policy.

Customers are responsible for change-of-mind return shipping where legally permitted.

18. Delivery and Order Processing

Our standard estimated total delivery timeframe is 2–9 business days after payment confirmation, including processing and transit.

Orders of R10,000 or more qualify for free standard delivery, subject to disclosed exceptions for specialist freight, oversized products, and remote locations.

Replacement shipments will be arranged as promptly as reasonably possible, taking account of stock availability and transport requirements.

19. Customer Responsibilities

Customers are encouraged to:

• Inspect delivered goods when reasonably possible.

• Retain proof of purchase.

• Preserve packaging where practical.

• Provide accurate information when reporting a problem.

• Avoid using equipment that appears unsafe.

• Follow reasonable safety and handling instructions.

These responsibilities do not create additional conditions that unlawfully restrict statutory consumer rights.

20. Complaints and Escalation

If a customer is dissatisfied with the handling of a claim, they may request that the matter be reviewed by our customer support management.

We will consider the complaint fairly and provide an appropriate response.

Customers may also exercise their rights through applicable consumer protection authorities, ombud schemes, or courts.

21. Contact Information

Business Name: Vertex Industrial Solutions

Call or Whatsapp +27 76 483 6616

Email: Info@vertexindustrialsolutions.co.za

Address: 142 Dallas Avenue, Menlyn, Pretoria

Opening Hours

Mon - Fri : 8 AM - 5:30 PM

Saturday : 8:30 AM - 3:00 PM

Sunday : Closed

22. Consumer Protection

Nothing in this policy excludes, limits, or replaces mandatory rights under the Consumer Protection Act, Electronic Communications and Transactions Act, or other applicable South African legislation.

Where any provision conflicts with mandatory law, the relevant statutory protection will prevail.

23. Policy Updates

Vertex Industrial Solutions may update this policy to reflect changes in operations, product ranges, or legal requirements.

The latest version will be published on our website.

Changes will not retrospectively remove accrued statutory rights.