Refund policy

Head Office Contact Information:

repairs@homemark.co.za Admin Administrator
novlen@homemark.co.za Returns Warehouse Manager
84dav@homemark.co.za Returns Warehouse
weborders@homemark.co.za Homemark Customer Care

Please kindly put the reference order number as your subject and how it is being returned. We ship the product back to the customer at no cost, but you must get the product to us.

Please note going forward we are going to be stringent regarding the guarantee & warranty process (pertaining to refunds, repairs, and exchanges).
Process required:

• Customer can log a return with the retailer.
• Applicable reason for the return (IE. Exact reason for fault and / or reason for exchange or refund)
• Image and video required (to support reason for fault and / or reason for exchange or refund)
• Picture of the barcode at the back of the packaging for batch confirmation.

Turn around period from when the products are received and booked into the returns department are 4-14 workings days. Our returns team will assess the return and provide an outcome.

Products that are out of the 14-day Money back guarantee will be replaced OR repaired as per the Homemark Terms and Conditions.

The 6-month CPA act does not mean the customer is entitled to a refund without assessment or approval from relative supplier. Based on the assessment a decision will be made to replace or repair, should we not be able to replace or repair we will offer an alliterative product or credit the customer within the guidelines of the Terms and Conditions stipulated.

WARRANTY AGAINST DEFECTS:
The warranty DOES NOT apply with respect of products damaged by unreasonable use or by use for which the product is NOT intended. The warranty will NOT cover defects resulting from alteration, accident, misuse, abuse, or neglect.

Repairs in respect of products damaged by unreasonable use or by use for which the product is NOT intended and defects resulting from alteration, accident, misuse, abuse, or neglect MUST NOT be collected (unless the client insists in which case the client will be liable for ALL costs).

Brand-Specific Warranties:

• Milex: 14-day money-back guarantee. After 14 days, the item must be booked for repair (see "Warranty Against Defects").
• Floormax: 14-day money-back guarantee. No repairs unless there is a manufacturing defect (see "Warranty Against Defects").
• Homemax: 14-day money-back guarantee. No repairs unless there is a manufacturing defect (see "Warranty Against Defects").
• Ecobright: 14-day money-back guarantee. No repairs unless there is a manufacturing defect (see "Warranty Against Defects").
• Igia: 14-day money-back guarantee if unopened. No repairs for hygienic items.
• Igia (Electrical Items): 14-day money-back guarantee. After 14 days, the item must be booked for repair (see "Warranty Against Defects").
• Aragan: 14-day money-back guarantee if unopened. No repairs.
• Allura: 14-day money-back guarantee if unopened. No repairs.
• Copper Chef/Royal Diamond: 14-day money-back guarantee. No repairs unless there is a manufacturing defect (see "Warranty Against Defects").
• Remedy Health: 14-day money-back guarantee if unopened. No repairs.
• Air O Space: 14-day money-back guarantee. No repairs unless there is a manufacturing defect (see "Warranty Against Defects").
• SNT: 14-day money-back guarantee. After 14 days, the item must be booked for repair (see "Warranty Against Defects").
• All Toys: 14-day money-back guarantee if unopened. No repairs.
• Polaroid: 14-day money-back guarantee. After 14 days, the item must be booked for repair (see "Warranty Against Defects").

Polaroid Watches Warranty: The warranty does not cover defects resulting from alteration, accident, misuse, abuse, or neglect, including cracked screens and damaged straps. There is a charge for replacing straps or cracked screens, varying by model.

ELECTRICAL WARRANTY:

Our goods come with warranties that are consistent with the Consumer Protection Act.
We always strive to ensure that the products we deliver to you are of a high quality, and
in good working order and without defects.

A defect is defined as a material imperfection in the manufacture of a product or any characteristic of a product, which makes the product less acceptable than one would reasonably be entitled to expect in the circumstances.

The following will NOT be regarded as defects and will not entitle you to a return.

• 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;
• instances where the specifications of a product, although accurately described on the Website and generally fit for its intended purpose, do not suit you, and
  in good working order and without defects.

Should products fall under the Hygienic clause, we will not accept units that are opened, used, or has no packaging. Please refer to the act below:

Under Regulations, 28(3)(a) Consumer Contracts you can refuse returns of items that were sent out sealed for hygiene reasons if they come back unsealed. Hygiene products which relate to personal hygiene and self-care are generally non-returnable. Hygiene products, toiletry products, bathroom products, body braces, foam cushions, wheelchair cushions, stockings, splints, and products that comes in contact with the body; cannot be returned - they are single use patient items. NO hygiene product can be returned if the package has been opened per Public Health Policy.

Should the customer feel to take it further they can log a complaint with the Consumer Goods and Services Ombud.

Should you refund the customer at your own discretion, the product cannot be returned to Homemark for a credit. This is the retailer’s responsibility to resell or dispose of the product.