Marchem’s Returns Policy

Policy date: 18 June 2020

01 | Overview

We want you to be satisfied with every purchase you make, and have the peace of mind that we are here to help. If you are not completely satisfied with the item you purchased – if an item arrives damaged, is defective or it isn’t what you had in mind you can return the product to us and we will either repair/replace it, or refund you – subject to the terms set out below.

This policy forms part of the Marchem’s Terms & Conditions of Sale, therefore words defined in the Terms and Conditions have the same meaning in this Policy, unless the context indicates otherwise. Nothing in this Policy is intended to limit your statutory rights in any way.

02 | 14 Days Exchange or Refund Policy

We will refund or exchange most goods if returned within 14 days of purchase, less any amount allowable in terms of the following:

  1. A Request for Return has been submitted, and approved (refer section 03.01 below)
  2. Goods are returned in its original unopened packaging, including all attachments, accessories and documentation;
  3. Goods are unused and in original condition
  4. Goods must be accompanied by the original Invoice and the Request for Return Number (refer section 02.02 below)

Please retain your Invoice as proof of purchase. Returns and exchange requests for items purchased more than 14 days ago might incur collection, delivery and processing fees.

03 | Return of Goods

03.01 | Return logging process

  1. Request a return/repair by email to support@marchem.co.za – please include your Invoice Number for reference and brief reason for returning the goods
  2. You will be sent a form link to begin the return/repair process
  3. Once your Request for Return has been approved, you will receive an email notification and a Return Reference Number (RRN)
  4. Collection/shipping details will be communicated with the RRN
  5. Prepare the goods for return (refer section 03.02)
  6. On receipt of the goods at Marchem, you will receive an email notification that the goods have been received and are being assessed
  7. We will inform you of the outcome of the assessment and within 2 – 5 working days
  8. If the refund is approved, we will refund it to the original method of payment

03.02 | Preparing your Goods for return

To ensure your request is processed as quickly as possible you are responsible for the following when returning your goods:

  • Package the goods safely and securely for protection against damage while in transit back to Marchem
  • Clearly mark your parcel with the RRN
  • Ensure the original invoice, all accessories, manuals and parts sold with the goods are included for return

Failure to adhere to any of these requirements could delay the processing of your request or result in its decline altogether.

04 | Reasons for return of Goods

The below listed reasons for return are subject to the conditions as set out in section 03 | Return of Goods and Marchem’s Terms & Conditions of Sale.

04.01 | Unwanted Goods

You may return unwanted / incorrectly ordered products within 10 days after you purchased them in terms of the “cooling-off period” as per s16 of the CPA relating to cancel goods bought as a result of direct marketing. Subject to Marchem’s rights in law the goods are returned at the risk and expense of the consumer.

Please log a return within: 5 working days of receipt
Deliver to Marchem within: 10 working days
Refund within: 15 working days of return of goods
Courier & Transit Insurance charges: For the consumers account.

04.02 | Goods do not meet a particular purpose

In terms of s20 (read with s19) of the CPA, the consumer is entitled to inspect the goods on delivery, and if in this initial inspection find that the goods do not meet the ‘type’ and ‘quality’ they could reasonably expect then the consumer may refuse delivery. We will either replace the item or refund you for any item that you receive that does not match the description advertised on the website.

Please log a return within: 10 workings days of receipt
Courier charges: For Marchem’s account, unless determined otherwise and communicated to the consumer.

04.03 | Defective Goods

If your goods turn out to be defective within the first 6 months after you received them from us, Marchem will repair them, replace them or give you a refund. Products may be returned to Marchem to determine whether the goods may be repaired, replaced or refunded. Accordingly, Marchem reserves the right to refer returned goods for technical assessment by the manufacturer or authorised service center prior to repairing, replacing or refunding and to provide you with feedback within 10 days of receipt of the returned goods and to act accordingly.

The following will NOT be regarded as defects and will not entitle you to a return under this section 04.03:

  • faults resulting from normal wear and tear;
  • damage arising from negligence, user abuse or incorrect usage of the product;
  • damage arising from electrical surges or sea air corrosion;
  • damage arising from a failure to adequately care for the product;
  • damage arising from unauthorized alterations to the product;
  • where the specifications of a product, although accurately described on the Website and generally fit for its intended purpose, do not suit you; and

Please log a return within: 6 months of receipt, where the goods show a defect.
Courier charges: For Marchem’s account, unless determined otherwise and communicated to the customer
Repairs: No repairs will be done without you approving a quotation first.

04.04 | Damaged Goods

Should a the parcel and/or product within be received damaged, please notify Marchem immediately by email support@marchem.co.za and, if possible make a note on the delivery waybill of the damages as well. Once returned to Marchem, the product will undergo an assessment following which a decision will be made on the replacement or refund of the item.

Please log a return within: 7 days of receipt, where the goods arrived damaged.
Courier charges: For Marchem’s account, unless determined otherwise and communicated to the customer
Repairs: No repairs will be done without you approving a quotation first.

05 | Charges and Refunds

If you return a product to us, but you fail to return all of the accessories and parts that were sold with that product, we are entitled to (subject to applicable law) refuse the return, or only to replace the item that you did return; or to estimate the value of the missing accessories and parts and to credit or refund you in respect of the returned item only.

  • Please note that we only refund to the payment method that you originally used
  • The original delivery charge will not be refunded and the cost of returning the parcel may be at your expense

06 | Standard Warranty

In terms of s56 (read with s55) of the CPA, all goods are sold with an implied warranty of quality. The warranty gives the consumer the right to receive goods that:

  • are reasonably suitable for the purpose that they are intended to be used for,
  • are of good quality, free of defects and in good working order, and
  • will be durable and usable for a reasonable period of time.

If goods are found not to comply with these requirements then, forĀ up to 6 months after receiving the goods, theĀ consumer can (subject to the terms set out above):

  • return the goods, or
  • get the goods replaced, or
  • get the goods repaired.