Refund policy
I H S Industrial Hardware Supplies CC, trading as Alrode Industrial Supplies ("Alrode", "we", "us" or "our"), wants customers to be satisfied with their purchases.
This Refund & Returns Policy applies to purchases made through our online store and should be read together with your rights under applicable South African law, including the Consumer Protection Act 68 of 2008 ("CPA") and the Electronic Communications and Transactions Act 25 of 2002 ("ECTA").
Nothing in this policy is intended to exclude, restrict or limit any rights that cannot lawfully be excluded under South African law.
1. 7-Day Returns
Subject to the conditions and exclusions below, you may request a return within 7 days after receiving your order.
For a change-of-mind return to be accepted, the product must generally:
- Be unused and in the same condition in which it was received;
- Be complete, including all accessories, components and manuals supplied with it;
- Be in its original packaging, where applicable; and
- Be accompanied by your receipt, invoice or other proof of purchase.
Products that have been used, installed, altered, damaged after delivery, or are missing components or packaging may not qualify for a change-of-mind return.
This section relates to change-of-mind returns and does not limit your statutory rights in respect of defective, unsafe, incorrectly supplied or otherwise non-compliant goods.
2. How to Request a Return
You can submit a return request through your Alrode Industrial Supplies online customer account.
To submit a return request:
- Click the profile/account icon on our online store.
- Enter the email address associated with your order and click Continue.
- Open the verification email sent by our store and copy the six-digit verification code.
- Return to the online store and enter the verification code.
- Select the order containing the product you wish to return.
- Select the relevant product or products.
- Select a return reason and provide any relevant information.
- Click Request return.
Alternatively, you may contact us at:
Email: info@alrodeindustrial.co.za
Telephone: 011 864 2934
Please do not send products back without first submitting a return request or contacting us so that we can provide the appropriate return instructions.
Approved returns must be sent or delivered to:
Alrode Industrial Supplies
13 Potgieter Street
Alrode, Alberton
Gauteng, 1451
South Africa
3. Change-of-Mind Return Costs
Where a product is being returned because you have changed your mind and there is no defect, damage, incorrect supply or other legal basis requiring Alrode to bear the return cost, the customer is responsible for the direct cost of returning the goods.
Original delivery or shipping charges are generally not refundable for a change-of-mind return, subject always to any rights you may have under applicable law.
If we provide a return shipping label for such a return, any applicable return delivery charge may be communicated to you before the return is processed.
4. Defective, Unsafe or Poor-Quality Goods
Your rights regarding defective or unsafe goods are separate from our 7-day change-of-mind return policy.
Where the CPA applies, goods are subject to the statutory implied warranty of quality.
If qualifying goods fail to meet the standards required by the CPA within six months after delivery, you may be entitled to return the goods without penalty and at our risk and expense and, where the requirements of the CPA are met, elect to have the goods:
- Repaired;
- Replaced; or
- Refunded.
We may reasonably inspect or assess the product to determine the nature and cause of the reported defect.
A statutory remedy may not apply where, for example, the damage or defect arose from misuse, abuse, negligence, incorrect installation, unauthorised modification, failure to follow the manufacturer's instructions, normal wear and tear, or alteration of the goods after they left our control, where permitted by law.
Any manufacturer's warranty applicable to a product is in addition to, and does not replace, rights that you may have under applicable South African consumer law.
5. Damaged or Incorrect Orders
Please inspect your order as soon as reasonably possible after delivery.
If you receive:
- The incorrect product;
- An incorrect quantity;
- A product that appears to have been damaged in transit; or
- A product that is defective,
please contact us as soon as reasonably possible at info@alrodeindustrial.co.za.
Please provide your order or invoice number and, where possible, photographs showing the product, packaging and any visible damage.
We will assess the matter and arrange an appropriate remedy in accordance with applicable law.
Where Alrode supplied an incorrect, defective or qualifying damaged product, the customer will not be required to bear return shipping costs where applicable law places those costs on Alrode.
6. Non-Returnable and Special-Order Products
Certain products may not qualify for a change-of-mind return, particularly where they have been:
- Specially ordered for the customer;
- Procured specifically to meet a customer's requirements;
- Made or modified to the customer's specifications;
- Customised or personalised;
- Cut, altered, assembled or otherwise modified at the customer's request;
- Opened or used where the nature of the product makes it unsuitable for resale or return;
- Supplied as hazardous materials, flammable liquids or gases where return cannot safely or lawfully be accepted; or
- Otherwise excluded from a statutory cooling-off right under applicable law.
This may include certain special-order industrial products and chemical anchor products, depending on the nature of the product and order.
We encourage customers to confirm specifications, dimensions, quantities and suitability before ordering specialised products.
These exclusions apply to discretionary or change-of-mind returns and do not exclude any statutory remedy that you may have if the goods are defective, unsafe, incorrectly supplied or otherwise fail to comply with applicable South African consumer law.
Please contact us before ordering if you are uncertain whether a particular product is returnable.
7. Sale and Clearance Products
Sale and clearance products are generally not eligible for discretionary change-of-mind returns.
This does not exclude or limit any return, refund, repair, replacement or other remedy that a customer is entitled to under applicable South African law.
8. Exchanges
If you wish to exchange a product because you selected the incorrect size, specification or product, please contact us within the applicable return period.
Where the product qualifies for a return, the simplest process may be to return the original product and place a separate order for the replacement product.
Any price difference and applicable delivery charges will apply to the replacement order.
This does not affect your statutory rights where a product is defective, damaged or incorrectly supplied.
9. Refunds
Once we receive your returned product, we will inspect it and notify you whether the refund has been approved.
Where approved, the refund will ordinarily be processed to the original payment method within 10 business days.
The time taken for the refund to appear in your account after we process it may depend on your bank, card issuer or payment provider and is outside our direct control.
For an approved change-of-mind return, only the value of the qualifying returned goods will generally be refunded. Original shipping costs are not ordinarily refunded, subject to applicable law.
Where the return results from defective goods, an incorrect product, or another circumstance where applicable law requires Alrode to bear the relevant costs, the refund and associated costs will be handled accordingly.
If more than 15 business days have passed since we confirmed that your refund was approved and you have not received it, please contact:
10. Online Cooling-Off Rights
Certain online transactions may qualify for a cooling-off right under ECTA.
Where applicable, a consumer may cancel an electronic transaction for the supply of goods within seven days after receiving the goods, without reason and without penalty, subject to the exclusions and conditions provided by ECTA.
Where this statutory cooling-off right applies, the consumer may be responsible for the direct cost of returning the goods.
Certain transactions are excluded from this cooling-off right under ECTA, including specified categories of goods and services and, in appropriate circumstances, goods made to a customer's specifications, clearly personalised goods and goods that by their nature cannot be returned.
Nothing in this policy is intended to restrict a cooling-off right where ECTA provides one.
11. Business and Commercial Customers
Alrode Industrial Supplies supplies products to both individual consumers and businesses.
The application of particular provisions of the CPA or other consumer-protection legislation may depend on the nature of the customer and transaction.
Where statutory consumer protections apply to a transaction, nothing in this policy is intended to exclude or limit those protections.
Where they do not apply, returns remain subject to Alrode's agreed terms of sale and this policy, as applicable.
12. Contact Us
For returns, refunds, defective products or questions about this policy, please contact:
I H S Industrial Hardware Supplies CC
Trading as Alrode Industrial Supplies
Registration Number: 1987/018166/23
13 Potgieter Street
Alrode, Alberton
Gauteng, 1451
South Africa
Telephone: 011 864 2934
Email: info@alrodeindustrial.co.za