Order Cancellation Policy

Order Cancellation Policy

Vertex Industrial Solutions
Country: South Africa
Currency: South African Rand (ZAR)

1. Introduction

At Vertex Industrial Solutions, we understand that customers may occasionally need to cancel an order due to changes in requirements, incorrect product selection, delivery concerns, or other circumstances.

This Order Cancellation Policy explains how to request a cancellation, the applicable timeframes, potential charges, and refund procedures.

This policy applies to purchases made through our website and other authorised sales channels, subject to applicable South African consumer protection legislation.

2. Cancellation Before Order Dispatch

Customers may request cancellation of a standard-stock order at any time before dispatch.

Where an order has not been dispatched and is eligible for cancellation:

• No cancellation or administration fee will be charged.

• The customer will receive a full refund.

• We will normally review cancellation requests within 1 business day.

• Approved voluntary cancellation refunds will be initiated within 5 business days.

We recommend contacting customer support immediately after deciding to cancel an order.

An order is considered dispatched when it has been handed over to the courier or logistics provider.

3. Cancellation After Dispatch

If an order has already been dispatched, customers should contact our support team as soon as possible.

We will attempt to stop or redirect the shipment where reasonably possible.

If the order cannot be stopped, the customer may need to receive the goods and follow the applicable return procedure.

For voluntary change-of-mind cancellations:

• The product must meet the eligibility conditions in our Returns & Refunds Policy.

• The customer is responsible for applicable return transportation costs.

• Refunds will be processed after the goods have been returned and inspected, where permitted by law.

These conditions do not limit qualifying statutory cancellation rights.

4. Seven-Day Online Cooling-Off Period

Where Section 44 of the Electronic Communications and Transactions Act applies, customers may cancel an eligible online purchase without reason or penalty within 7 calendar days after receiving the goods.

For qualifying cancellations:

• No cancellation penalty will apply.

• The customer may be responsible only for the direct cost of returning the goods.

• Payments covered by the cancellation will be refunded within 30 calendar days of cancellation.

• Applicable statutory exceptions will be respected.

This statutory right operates independently of our voluntary 30-day return policy.

5. Voluntary 30-Day Change-of-Mind Returns

In addition to applicable statutory rights, Vertex Industrial Solutions offers a voluntary return period of 30 calendar days from delivery for eligible unused standard-stock products.

Customers requesting a change-of-mind return must follow the procedures and eligibility conditions in our Returns & Refunds Policy.

Approved voluntary return refunds will normally be initiated within 5 business days after the returned goods have been inspected and approved.

6. Cancellation of Custom-Made and Special-Order Equipment

Certain industrial products may be manufactured, imported, configured, or sourced specifically for a customer's requirements.

These may include:

• Custom-built industrial machinery

• Specially configured CNC and laser equipment

• Made-to-order refrigeration systems

• Custom agricultural machinery

• Bespoke commercial catering installations

• Specially manufactured workshop equipment

Cancellation of such orders may be subject to reasonable charges where permitted by law.

Any applicable cancellation charges will reflect relevant costs and circumstances and will not automatically equal the full purchase price.

Where a statutory cancellation right applies, it will take precedence over conflicting contractual terms.

7. Cancellation Due to Product Unavailability

If an ordered product becomes unavailable and we cannot fulfil the purchase, we will notify the customer promptly.

The customer may choose an available alternative or request a refund.

Where we cannot fulfil an online order because the goods are unavailable, we will refund the customer within the period required by the Electronic Communications and Transactions Act, generally 30 calendar days after payment.

No cancellation fee will be charged when cancellation results from our inability to supply the ordered goods.

8. Cancellation Due to Delivery Delays

Our standard estimated total delivery timeframe is 2–9 business days, subject to stock availability and any special arrangements disclosed before purchase.

If an order is delayed, we will communicate the revised delivery estimate.

Where we fail to deliver within the agreed period, customers retain their cancellation and refund rights under applicable South African law.

Unless otherwise agreed, the Electronic Communications and Transactions Act generally requires suppliers to execute qualifying online orders within 30 days after receiving the order.

Customers may exercise their statutory rights where these delivery obligations are not met.

9. Cancellation of Incorrect or Duplicate Orders

If a customer accidentally places a duplicate order or selects an incorrect product, they should contact us as soon as possible.

Where the order has not been dispatched, we will normally cancel the incorrect or duplicate standard-stock order without charge.

Where goods have already been dispatched, the applicable statutory cancellation rights and return procedures will apply.

10. Cancellation of Unpaid Orders

Orders awaiting EFT payment may remain pending until payment is confirmed.

Vertex Industrial Solutions may cancel an unpaid order after 3 business days if payment has not been received, provided no different payment deadline has been agreed.

Customers may request a new quotation or place a new order if the original order expires.

Product availability and prices may change before a new order is accepted.

11. Cancellation of Instalment or Financed Purchases

Where financing or instalment payment options are offered, cancellation rights may be governed by the applicable finance agreement and South African legislation.

Any relevant conditions will be disclosed before the customer enters into the agreement.

12. How to Request an Order Cancellation

To request cancellation, customers should contact our official support team and provide:

1. Full name

2. Order number

3. Product name or description

4. Reason for cancellation, where relevant

5. Contact details

6. Banking details only where securely requested for a verified EFT refund

We will acknowledge or respond to cancellation requests normally within 1 business day.

Customers should not disclose sensitive banking credentials, PINs, or passwords.

13. Refund Processing After Cancellation

For approved voluntary cancellations:

Cancellation TypeRefund Timeframe

Eligible order cancelled before dispatchInitiated within 5 business days after approval

Approved voluntary return after deliveryInitiated within 5 business days after return inspection and approval

Qualifying ECTA cooling-off cancellationWithin 30 calendar days of cancellation

Product unavailable and order cannot be fulfilledWithin the applicable statutory deadline

Banks and payment providers may require additional processing time before funds appear in the customer's account.

Where a statutory deadline applies, it takes precedence over our internal processing targets.

14. Refund Payment Method

Refunds will normally be made through the original payment method where possible.

For EFT purchases, refunds will be transferred to a verified account belonging to the original purchaser.

We may request reasonable information to verify the customer's identity and prevent fraudulent refund requests.

15. Fraudulent or Unauthorised Transactions

Vertex Industrial Solutions reserves the right to suspend or cancel orders where there is reasonable evidence of fraud, unauthorised payment, or other unlawful activity.

Any refunds will be handled according to applicable law and payment-provider requirements.

16. Contact Information

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

17. Consumer Protection

Nothing in this policy excludes or restricts mandatory consumer 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 applicable statutory protection will prevail.

18. Policy Amendments

Vertex Industrial Solutions may update this policy to reflect operational or legal changes.

Updated policies will be published on our website. Changes will not retrospectively remove existing statutory rights.