Returns & Refunds Policy

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

1. Introduction

At Vertex Industrial Solutions, customer satisfaction is important to us. We aim to provide reliable industrial machinery, commercial equipment, agricultural machinery, refrigeration products, power systems, printers, workshop equipment, and related products.

This Returns & Refunds Policy explains the conditions and procedures for returning products, requesting exchanges, and receiving refunds.

Our policy operates in accordance with applicable South African consumer protection legislation, including the Consumer Protection Act and Electronic Communications and Transactions Act.

2. Standard 30-Day Return Policy

Customers may request a return of eligible products within 30 calendar days from the date of delivery.

To qualify for a voluntary return:

• The product must be unused and in its original condition.

• The product must include all supplied accessories, manuals, and components.

• The product should be returned in its original packaging where reasonably possible.

• Proof of purchase or a valid order number must be provided.

• The customer must contact our support team within the 30-day return period.

This voluntary policy applies to eligible standard-stock products and does not limit statutory consumer rights.

3. Seven-Day Cooling-Off Period

For qualifying online transactions, customers may cancel their purchase without providing a reason within 7 calendar days after receiving the goods, as provided by the Electronic Communications and Transactions Act.

Where this statutory right applies:

• No cancellation penalty will be charged.

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

• A full refund of payments covered by the cancellation will be issued within 30 calendar days of cancellation.

• Statutory exceptions, including certain custom-made or personalised products, may apply.

4. Defective or Faulty Products

Where the Consumer Protection Act applies, customers generally have the right to return goods that fail to meet statutory quality standards within 6 months of delivery.

Depending on the applicable legal requirements, customers may elect a repair, replacement, or refund.

Vertex Industrial Solutions will arrange the return or collection of qualifying defective goods at our expense.

A manufacturer's warranty may provide additional protection beyond the statutory warranty.

5. Damaged Products on Delivery

If a product arrives damaged, customers should notify us as soon as possible, preferably within 48 hours after delivery.

Please provide:

• Order number

• Description of the damage

• Photographs of the product and packaging, if available

• Delivery documentation, where applicable

We will investigate and arrange an appropriate replacement, repair, or refund in accordance with applicable law.

The recommended 48-hour reporting period does not remove or reduce statutory rights.

6. Incorrect Products Delivered

If we deliver an incorrect product, model, specification, or quantity, please contact our customer support team.

Where the error is attributable to Vertex Industrial Solutions, we will arrange the correction and any necessary return transportation at our expense.

7. Non-Returnable Products Under the Voluntary Policy

The following products may be excluded from our voluntary 30-day change-of-mind returns policy:

• Custom-built or made-to-order machinery

• Specially manufactured or personalised equipment

• Products modified or installed according to customer specifications

• Consumables that have been opened or used

• Products that have been damaged through misuse

• Products missing essential components because of customer handling

These exclusions do not override any applicable statutory cooling-off rights, defective-goods remedies, or other mandatory consumer protections.

Any product-specific exclusion will be disclosed before purchase.

8. Industrial Machinery and Heavy Equipment Returns

Large industrial equipment, commercial refrigeration units, agricultural machinery, and other oversized products may require specialised transportation.

For voluntary change-of-mind returns, the customer is responsible for arranging and paying for return transportation unless otherwise agreed.

We will provide return instructions and any relevant handling requirements before collection or dispatch.

For qualifying defective or incorrectly supplied products, return transportation will be handled according to applicable statutory obligations.

9. Return Shipping Costs

Change-of-mind returns: Customers are responsible for the direct return shipping cost.

Defective, damaged, or incorrectly supplied goods: Vertex Industrial Solutions will cover return transportation where legally required.

Return shipping costs depend on the product's size, weight, and collection location. Any applicable charges will be communicated before the return is arranged.

10. Restocking Fees

Vertex Industrial Solutions does not charge a restocking fee for eligible standard-stock products returned in accordance with the voluntary 30-day return policy.

No restocking fee applies when customers exercise qualifying statutory cooling-off rights or defective-goods remedies.

11. Return Request Procedure

To request a return:

1. Contact Vertex Industrial Solutions customer support within the applicable return period.

2. Provide your order number, product name, and reason for return.

3. Our team will review the request and provide return instructions, normally within 2 business days.

4. Package the product securely with all relevant accessories.

5. Arrange return shipping or collection according to the instructions provided.

6. Once received, the product will be inspected, where appropriate, and the refund or exchange will be processed.

Customers should not send products to the warehouse without first obtaining return instructions.

12. Refund Processing Time

For approved voluntary returns:

• Returned items will normally be inspected within 2–3 business days of receipt.

• Approved refunds will be initiated within 5 business days after inspection and approval.

• Bank or payment-provider processing may take an additional 2–5 business days.

Our target is to complete voluntary return refunds within 7–10 business days after receipt of the returned item, where practical.

Where legislation requires a refund within a specific period, that statutory deadline takes precedence. In particular, qualifying online cooling-off refunds will be made within 30 calendar days of cancellation.

13. Refund Method

Refunds will normally be issued using the original payment method where possible.

For electronic funds transfer (EFT) payments, refunds will be made to a verified bank account belonging to the original purchaser.

Additional verification may be required to prevent fraud and unauthorised refunds.

14. Exchanges

Eligible customers may request an exchange within the 30-day voluntary return period.

Exchanges are subject to product availability.

Where the replacement product has a different price, the customer will be informed of any difference before the exchange is completed.

Statutory rights relating to defective goods remain unaffected.

15. Order Cancellations Before Dispatch

Customers may request cancellation before an order has been dispatched.

Where an order is eligible for cancellation, refunds will be processed promptly in accordance with applicable law.

For custom-manufactured or specially ordered goods, any lawful cancellation conditions or reasonable charges will be disclosed where applicable.

16. Products That Cannot Be Repaired

If a product qualifies for a statutory remedy and cannot be repaired within the applicable legal requirements, we will provide an appropriate replacement or refund.

Where a repaired product develops a further qualifying defect within the applicable statutory period, the customer's additional legal remedies will apply.

17. Refunds for Missing or Undelivered Orders

If an order is confirmed lost, unavailable, or cannot be fulfilled, we will offer an appropriate replacement or refund.

Where an order cannot be fulfilled because the goods are unavailable, we will notify the customer promptly and refund payments within the period required by law.

18. Warehouse Returns

Approved returns may be delivered to our Midrand, Gauteng warehouse by prior appointment.

Our warehouse does not accept unscheduled visitors or walk-in returns.

Customers must obtain return instructions before arriving.

19. Contact Information

For returns, exchanges, warranty enquiries, and refunds, contact:

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

20. Consumer Rights

Nothing in this policy excludes, restricts, or replaces any consumer rights that cannot lawfully be excluded under South African legislation.

Where this policy conflicts with mandatory consumer protection laws, the applicable law will prevail.

21. Policy Updates

Vertex Industrial Solutions reserves the right to update this policy when necessary.

The latest version will be published on our website. Changes will not retrospectively remove customers' accrued statutory rights.