Warranty & Product Guarantee Policy

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

1. Introduction

Vertex Industrial Solutions is committed to supplying reliable industrial machinery, commercial equipment, power systems, refrigeration products, agricultural machinery, printing and laser equipment, and related products.

This Warranty & Product Guarantee Policy explains the warranties applicable to our products, the procedures for submitting claims, and the remedies available when products are defective.

Our warranty arrangements operate in accordance with applicable South African consumer protection legislation.

2. Statutory Six-Month Implied Warranty

Where the Consumer Protection Act 68 of 2008 applies, qualifying goods are protected by a statutory implied warranty of quality for 6 months from the date of delivery.

During this period, goods must meet applicable legal standards of quality, safety, durability, and fitness for their intended purpose.

Where goods fail to satisfy those standards, customers may return the goods within the statutory period, and the supplier must provide the applicable remedy.

Subject to the Act, the customer may choose:

Repair of the defective goods
Replacement of the defective goods
Refund of the purchase price

This statutory protection applies independently of any additional manufacturer or supplier warranty.

3. Manufacturer Warranties

Some products are supplied with additional manufacturer warranties.

The duration and coverage depend on the product, manufacturer, model, and applicable warranty conditions.

Manufacturer warranties may cover specific components or manufacturing defects for periods such as 12 or 24 months, but no particular duration is guaranteed unless stated in the product listing, invoice, or supplied warranty documentation.

Customers should review the warranty information for the specific product before purchasing.

4. Products Covered

This policy applies, where relevant, to products supplied by Vertex Industrial Solutions, including:

Industrial machinery and manufacturing equipment
CNC routers, cutting machines, and woodworking machinery
Commercial catering and food-processing equipment
Refrigeration and cold-storage systems
Agricultural machinery and equipment
Solar inverters, batteries, and power stations
Generators and electrical equipment
3D printers, DTF printers, and laser equipment
Workshop machinery and power tools
Mobile sanitation units
Other industrial and commercial products

Warranty eligibility and coverage depend on applicable law and the conditions attached to the specific product.

5. Warranty Coverage

Depending on the product and applicable warranty terms, covered defects may include:

Manufacturing defects
Faulty components
Electrical or mechanical failures caused by manufacturing defects
Defective factory assembly
Failures occurring under normal, intended operating conditions

Any additional commercial warranty will specify the components and circumstances it covers.

6. Warranty Exclusions

Additional manufacturer or voluntary commercial warranties may exclude damage caused by:

Misuse or abuse
Accidental damage
Unauthorised modifications
Improper installation
Operation outside specified voltage or capacity limits
Inadequate maintenance
Exposure to unsuitable environmental conditions
Normal wear and tear
Use of incompatible accessories or consumables
Damage caused by external electrical surges or other external events

These exclusions apply only where legally permissible and do not automatically remove statutory rights.

A manufacturer warranty exclusion does not, by itself, establish that a customer has lost protection under the Consumer Protection Act.

7. Industrial Machinery and Installation

Certain industrial products require professional installation, commissioning, or specialist operation.

Customers must follow the manufacturer's installation and operating requirements.

Where applicable, installation should be performed by appropriately qualified technicians.

Improper installation or operation may affect additional commercial warranty coverage where it causes the relevant damage.

8. Warranty Claims Procedure

Customers who experience a product problem should contact Vertex Industrial Solutions.

Please provide:

Order or invoice number
Product name and model
Date of purchase or delivery
Description of the problem
Photographs or video, where reasonably available
Relevant error codes or diagnostic information

We aim to acknowledge warranty enquiries within 2 business days.

Our support team will provide instructions for inspection, troubleshooting, repair, replacement, or another appropriate remedy.

9. Product Assessment

Where reasonably necessary, a product may require technical assessment to determine the cause of a reported fault.

We aim to provide an initial assessment or progress update within 5 business days after receiving the information or product needed for evaluation.

Complex machinery may require additional diagnostic time.

Customers will be informed if a specialist inspection or manufacturer assessment is necessary.

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

10. Repairs and Replacements

Where a repair is selected or otherwise lawfully agreed, the repair timeframe will depend on:

Nature of the defect
Availability of replacement parts
Product size and complexity
Technician availability
Manufacturer support requirements

We aim to provide an estimated repair timeframe after assessment.

No fixed repair completion date is guaranteed for all equipment types.

Where the Consumer Protection Act applies, if a repaired product develops a further qualifying defect or relevant failure within 3 months after repair, the additional remedies provided by Section 56(3) will apply.

11. Refunds for Defective Products

Where a customer is entitled to a refund under applicable consumer legislation, Vertex Industrial Solutions will arrange the refund in accordance with the relevant legal requirements.

For approved voluntary refunds outside mandatory statutory remedies, our standard target is to initiate the refund within 5 business days after approval.

Statutory remedies and deadlines take precedence over voluntary processing procedures.

12. Transportation and Collection of Defective Goods

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

Customers should contact our support team before arranging transportation of large machinery or heavy equipment.

For additional voluntary manufacturer warranty services, transportation arrangements may depend on the relevant warranty conditions, subject to statutory rights.

13. Warranty on Replacement Products

Replacement products will receive the warranty protection required by applicable law.

Any additional manufacturer or commercial warranty applicable to the replacement will be communicated to the customer.

14. Used, Refurbished, or Clearance Equipment

Where products are sold as used, refurbished, demonstration, or clearance stock, their condition and any known defects will be disclosed before purchase.

Any limitations on additional commercial warranties will be stated clearly.

Statutory consumer rights remain applicable to the extent required by law, including relevant rules governing expressly disclosed defects.

15. Consumables and Wear Components

Items such as filters, belts, blades, printer inks, cutting tools, and other consumables may have limited service lives.

Normal consumption and wear are not necessarily manufacturing defects.

However, defective consumables and components remain subject to any applicable statutory protections.

16. Technical Support

We aim to assist customers with reasonable product-related enquiries, including:

Basic troubleshooting
Product operating guidance
Warranty claim procedures
Manufacturer support referrals
Replacement-part enquiries
Repair and service coordination, where available

On-site technical support, installation, maintenance contracts, and specialist repairs are not automatically included unless expressly agreed.

17. Proof of Purchase

Customers should retain their invoice, order confirmation, or other reasonable proof of purchase.

We may use our internal records to verify transactions where documentation is unavailable.

Warranty claims will be assessed fairly and in accordance with applicable law.

18. Business and Commercial Purchases

Warranty rights for business purchases may depend on the purchaser's circumstances, the nature of the transaction, and whether the Consumer Protection Act applies.

Where the Act does not apply, the agreed contractual and manufacturer warranty terms will govern, together with any other applicable legal obligations.

19. 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

20. Consumer Protection

Nothing in this policy excludes, limits, or replaces any mandatory rights available under South African law.

Where a warranty condition conflicts with applicable legislation, the statutory requirement will prevail.

21. Policy Updates

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

Updated versions will be published on our website.

Changes will not retrospectively remove accrued consumer rights.