Frequently asked questions

REGISTERING AN ACCOUNT ON Endoftheline.co.za

How do I register an account on endoftheline.co.za?

Registering on endoftheline.co.za is easy. To get started you’ll need an email address and you’ll also be asked to create a unique password to keep your account safe. Make sure this password is memorable and is not one you've ever used on any other website before.

We undertake never to sell or make your personal information available to any third party other than as provided for in our Privacy policy.

My email address has changed. How do I update this on my current account?

Login with your email address, that your account was registered with, and your password,
Go to Your Account > Account Information,
Change your old email address to your new one and save your changes.
Your new email address will be your User Login from now on.

I have forgotten my password, how do I access my account?

Don’t worry; we’ll help you create a new one. On our log-in page, click on the link 'Forgot your password?'
Enter your account email address and we’ll then email the instructions to your account email.

Do your prices include VAT:

Unless otherwise stated, all prices include VAT.

ORDERING AND PAYMENT

How do I buy something from endoftheline.co.za

Find the product you wish to buy

Keyword search boxes are located on nearly every page of the website. You will also find links to browse lists and more detailed product-specific searches in the top and left navigation bar of each department. When you find a product that interests you, click the title or name of the product to see its details, including the stock availability.

Add to cart

Found the products you want to buy? Click on “Add to cart”. Your shopping cart contains all the products that you have selected to buy. Once you’ve added a product to your shopping cart, you can go back and keep searching and adding to your cart. You can access the contents of your shopping cart at any time by clicking on the red cart button at the top right of any page on the End of the Line.co.za website.

You can also add products to your Wish List, which is a handy list of all the products that you do not want to check out immediately. You can move products between your shopping cart and your Wish List. Products have to be in your shopping cart for you to check out.

Check out

To enter checkout, go to your shopping cart and click on the “Checkout” button.

You now have the opportunity to confirm that the products in your cart are correct and you will also see the estimated shipping costs for your order. If these details are correct, you will “Proceed to Checkout”.

You will now be prompted to log in or register, if you are not already logged in.

Select your delivery address, create a new delivery address.

Select your payment method, insert any voucher or promotional coupon details, and click on the ‘Place Order Now‘ button on the bottom right of the page.

Enter your payment details and click “Next” to complete payment.

Once payment has been accepted, you will be redirected to a confirmation page which will show your order number.

An invoice will be sent to your email account.

Please note that we do require a telephone number before you are able to complete your order as this may be required by our couriers to assist with the delivery.

How can I pay for my order?

Using any of the following methods:

Credit Cards
Debit Cards
Instant EFT

All transactions are handled by DPO Paygate. All information transferred throughout the payment process is secured with a 2048-bit encryption key over SSL.

That means that this information cannot be traced, intercepted or used by unauthorised third parties. Your credit card information will not be kept in our system.

Why haven't I received my payment confirmation email?

You’ll receive your payment confirmation email once we’ve received payment. If you haven’t received it yet you can check your Order History under your End of the Line account profile to make sure your payment has been processed successfully.

If the order does not appear in your order list, the order was not completed successfully. Please recheck to see whether your order is still in the cart and complete the process.

DELIVERY

Does the price include shipping?

No, unfortunately it doesn't. Please check our rates below and you can also see how much it's going to cost to get your parcel to you when you start the checkout process.

To ensure the finest service, we selected South Africa's finest courier companies to do our deliveries.

Can I change my delivery address?

We unfortunately can’t make changes to your delivery address once payment has been received and you have received your Payment Confirmation email.

What are my delivery options?

End of the Line offers the following method of delivery:

Courier - We deliver directly to your home or office, anywhere in South Africa. All delivery and tracking details will be supplied to when your parcel is due to leave our processing centre;

What will delivery cost me?

Delivery Option	I live in a Main Centre		I live in a Regional Area or Remote Area
Standard (orders up to 20kg)		R99		R99
Standard (orders over 20kg)		R200		R200

How long will delivery take?

It all depends on the product. We generally aim to get you your goodies within 3-7 working days, but it can take longer due to circumstances outside of our control.

After ordering, processing and preparing your order we will send you a tracking number that you can use to see where your goodies are.

Can you send stuff to my office/gym/bar/spa?

Yes. But be careful with this. If the parcel gets delivered to your office's front desk, or the security gate, or the wrong department - it is still confirmed and delivered. Get it? We will get confirmation of delivery and with that it's out of our hands and hopefully into yours.

In this case, make sure you add some detail in the special delivery instructions section (your telephone extension, for example) should our driver need to contact you when he's there. It is your responsibility to ensure that the information provided is correct and accurate.

Please note that we do not, under any circumstance, ship to PO boxes or Private Bags.

Will I have to sign for my package?

A signature is required for all deliveries so please ensure that if you are unavailable, that an authorised person is available to sign for your parcel.

What happens if a product is missing from my shipment?

If you received an incomplete delivery you can notify us through the “My Returns” button or by emailing info@endoftheline.co.za; then our friendly customer service team will be in touch with you to assist.

How do I track my order online?

Once your order has been processed and is ready to ship, we’ll send you an e-mail with the tracking details. If in doubt, contact us.

Does End of the Line ship internationally?

We do not ship outside of South African borders at this time.

RED BASKET AND OTHER DEALS

Red Basket Deals Terms and Conditions

These Red Basket Deals Terms and Conditions are subject to, and should be read with, our general Terms and Conditions.
Red Basket Deals (“Deals”) will be available Red Basket from 7am – 23:59pm on week days and from 9am – 23:59pm on weekends. Deals will expire no later than one minute to midnight each day. However, Deals have a stock limit and may expire earlier if stock runs out.
Deal quantities are limited and as such, after a Deal is sold out; those particular Goods may be available on the Website at their normal selling prices (but no longer as a Deal).
We do not guarantee a specific saving. The extent of the Deal is at the sole discretion of End of the Line.
Adding a Deal to your cart, or completing your order for a Deal without paying for it, does not reserve the item for you. End of the Line must receive payment from you for a Deal, otherwise your order will not be processed.
End of the Line will reserve stock for customers in the order in which it receives payment.
By purchasing any Deal, you are also automatically opting in for our Red Basket Deals Red Basket newsletter as well as our general newsletter (you may opt-out of these newsletters at any time). Opting out of these newsletters after purchase will not affect the value of the Goods purchased.
End of the Line reserves the right to amend these Terms and Conditions at any time without notice to you.

What is an Unboxed Deal?

Unboxed Deals refer to shop soiled products or damaged packaging deals that are offered for sale at greatly discounted prices. Unboxed products could show signs of slight use due to handling, minor cosmetic imperfections or be missing the original packaging. Where the original packaging is missing or damaged, End of the Line may reseal or replace the original

Buying an Unboxed Deal

Adding an Unboxed Deal to your cart, or completing your order for an Unboxed Deal without paying for it, does not reserve the product for you.

Stock will be reserved for customers in the order in which we receive payment.

What if the Unboxed Deal I wanted is no longer available?

Due to the nature of Unboxed Deals, we can’t predict when an item will be available as an Unboxed Deal again. To avoid missing out on a great deal check, check the website often and order quickly if it comes up.

Unboxed Deal quantities are limited and as such, after an Unboxed Deal is sold out, those particular products may be available on the website at their normal selling prices (but no longer as an Unboxed Deal).

Do Unboxed Deals carry a warranty?

Yes – Unboxed Deals are backed by the End of the Line 6 month standard warranty if the product is found to be defective within that period. Please refer to our Warranty and Returns policy for more information.

Please note that Unboxed Deals do not have extended supplier warranties and this will be made clear on the product description page.

How do you ensure the quality of Unboxed Deals?

Each Unboxed Deal is evaluated and quality checked to ensure that it is in a good condition before it is made available for purchase.

CHANGES TO ORDERS AND CANCELLING ORDERS

Can I cancel my order?

An order may be cancelled if we receive your cancellation notice within 12 working hours of placing your order.

Our working hours are from 08h00 to 18h00.

Please note that cancellations will incur an admin fee of R200.00.

How do I cancel an order?

Please follow these steps if you wish to cancel your order:

Send an email to: info@endoftheline.co.za with the subject: CANCELLATION REQUEST

Once we receive your email, we will process your cancellation request and advise you as soon as the request is finalised. We will then process your refund, less the admin fee. Please note that we will only process the refunds into the same account from which the payment was made.

Refunds will be processed within 7 -10 working days.

Why have you cancelled my order?

Most often, order cancellations result from our supplier running short on stock unexpectedly.

While we make every effort to make sure our stock information is accurate when you place an order, occasionally this can happen.

If we've had to cancel your order, we'll return your payment for the item or order as soon as possible.

Can I change my delivery address after I have ordered?

It’s not possible to change your delivery address after confirming your order, so please always double check that your address details are correct at checkout.

To change your delivery address permanently for future orders, you can update your Address Book in your Account profile.

Can you split my delivery, sending in-stock items first and the rest later?

For the most efficient delivery service, we wait until all your items arrive with us before delivering them all to you in one go. This means that some lead time items could hold up the delivery of your in-stock items.

Can I make any changes to my order after I've placed it?

It’s not possible to add or remove items from an order once you’ve received your payment confirmation email.

Items can be returned to us after your order has been delivered as long as your order falls within our Warranty and Returns policy.

If you'd like to buy additional items you can place a new order.

RETURNS

How can I return a product?

Due to the nature of the products we sell, we can only accept returns if they fall within our Warranty and Returns policy.

How long does it take to process my return?

In general, once we have received the returned product, your return request will be processed within 10 days. Once your returned product has been validated, you may request a replacement or a refund.

However, for products that fall within the extended supplier’s warranty, the process can take up to 21 days. At that stage, because we want your experience to be as good as possible – if the supplier or manufacturer has offered you a repair/ replacement but it takes longer than 21 days to resolve the matter, we will get in touch with you to see if you would rather receive a refund directly from us.

How do I know if you received my return?

You will receive an email notification once your return has been received at our processing centre.

What are the options available for a returned product?

While we will do our best to fulfil your preference, we cannot guarantee that the option will be available, and this is also dependent on the outcome of the return. The available options are dependent on the reason for the return, and include the following:

Replace this product – If you have received a product in a defective or damaged condition, you may request a replacement product, if it is available. Unboxed Deals have slightly different requirements – please see the Unboxed Deals FAQ.
Refund – Once you have received confirmation that your account has been credited, you can request a refund instead of the account credit. Please note that we only refund to the payment method that you originally used – i.e. payment by credit card will be refunded to the same credit card, etc.

How do I log a return?

First check to see that your order is covered by our Returns Policy and if so, you can then log a return through your End of the Line Account profile and by using “My Returns”.

What is the status of my return?

We’ll also keep you updated on the progress of your return via email. If you want to check that we have the right contact information, you can update your Personal Details in the Account Information section of your End of the Line account profile.

Can I return a product without accessories?

Unfortunately not – the complete product has to be returned. This means that if a TV remote is not working, the TV needs to be returned as well, as it would need to be tested with the remote once fixed.

Can I return a Large Appliance item?

Unwanted Large Appliance items can be returned if they comply with our Warranty and Returns Policy, i.e. if it is undamaged, unused and in the original packaging. We won’t accept Large Appliances that are out of its protective packaging and used, so please be sure of your purchase before unpacking and using the item.

What do I do if the item I received is not what I ordered?

We do our best to make sure that the product you ordered meets your expectations and is as described on the product page at endoftheline.co.za

If that’s not the case with the item you received, first check to see that your order is covered by our Warranty and Returns Policy and if so, you can then log a return through your End of the Line Account profile.

How long do I have to drop off my item at the processing centre?

Once you have return request has been approved, should you decide to return the item to our processing centre, you have seven days to drop off the parcel. Should you not drop off the item in that timeframe, the return will be cancelled and you will be required to log a new return should you still want to return the item.

What do I do if my item is faulty?

We do our best to make sure that the products we deliver are of a high quality and in good working order.

If that’s not the case with the item you received, first check here to see that your order is covered by our Warranty and Returns Policy and if so, you can then log a return through your End of the Line Account profile.

Can I change my collection address once I have logged a return?

Currently, we are unable to change an address after your return has been logged. You are able to cancel your return and log a new one with the preferred address for collection.

Can I reschedule my return collection date or address?

Please refer to the phone number provided in your Returns confirmation SMS and give us a call to schedule changes to your Return collection.

How long does it take for me to receive a refund?

If you request a refund after your account has been credited for a return, we will process your request within 3 – 5 business days. For credit card refunds, it depends on your bank’s payment processing times and payments could take 5-7 business days to reflect in your account.

WARRANTY

Are my purchases under warranty?

Yes, but mostly not by us - please refer to our Warranty and Returns policy. Almost every product is covered by the warranty provided by the manufacturer. But if your precious new item breaks, it's easiest to get in touch with us and we'll have them contact you.

What if my product stops working (within 6 months of delivery)?

If you notify us of a defect or poor quality within our Standard Warranty period (within 6 months of receiving your original order), you can return it to us at no charge. A ‘defect’ is a material imperfection in the manufacturing 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 a defect:

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 unauthorised alterations to the product;
where the specifications of a product do not suit you, although accurately described by End of the Line and generally fit for its intended purpose;
in relations to Unboxed Deals, signs of handling and/or repackaging.

If your return request falls within this policy and is deemed eligible for a return, once we have inspected the product and validated your return, we will at your choice either:

deliver the correct product to you (if the correct product is available) or;
refund you with the purchase price of the product.

What if I received a damaged product?

We do our best to ensure that the products we deliver are in a good working order and we’re sorry if that’s not been the case with the item you received

If you notify us within 3 days of delivery of your order, you can return it to us at no charge and, if stock is available, we will do our best to immediately arrange a replacement. If your return request falls within this policy and is deemed eligible for a return, we will:

replace the correct product to you (if the correct product is available) or;
refund you with the purchase price of the product.

Note on Unboxed Deals:
If you request a return of an Unboxed Deal and a repair is not possible, we will see if we have an exact replacement Unboxed Deal product in stock but if we don’t, we will credit or refund you. A new product in perfect condition is not considered the same product as an Unboxed Deal and an exchange of this kind cannot be granted. This is why Unboxed Deals are discounted, compared to products in perfect condition.

PRODUCTS

Why does the price of my item change when I try to check out?

Red Basket Deals and other discounted items have limited stock and these offers are available for a limited time only. Once these offers sell out or expire, the items will revert to their pre-deal or discounted price.

Occasionally, where the limited deal-priced stock of an item sells incredibly fast, the product page price might take a short time to update, but the price displayed in your cart summary when you check out will always be the correct and final price of the product. Always double check your final cart summary before checking out.

Deals and discounted prices are only secured through payment and not by adding them to your cart. We’re only able to honour deal and discount prices for the amount of stock that was made available for these offers.

Can you give me more information about a product?

We provide all the available product information that we have from our suppliers on every product page. You’ll find all the important details in the 'Description' and in the 'Product Details tab' on each product page.

When will the item I want be in stock?

All out of stock items will be replenished as soon as more stock is available to us. You can check back on the product page to see if the item you have your eye on is available again.

We don't currently have an automated alert system to let you know when an item is due back in stock.

What happens if a product is out of stock?

If a product goes out of stock, it will reflect as such on the website or will no longer be visible on the website.

We do our best to prevent sales of products that are out of stock, but due to the digital nature of our business the opportunity exists for an item to go out of stock after an order is placed. If you have already ordered the product on the website when it goes out of stock, we’ll let you know. You will then have the option to be refunded or credited for any amount already paid by you, or you can wait until the product comes into stock again.

If I receive the wrong product or the product is not as described on the website, what should I do?

If a product is not what you ordered or not as described, you can return it to us at no charge, provided that:

you request a return within 3 days of receiving your order (after 3 days, you can only return a product if it is defective);
it is undamaged and unused, with the original labels and stickers still attached;
it is in the original packaging, which must be undamaged and in its original condition with all seals still intact (except if it is an Unboxed Deal);
it is not missing any accessories or parts;

If your return request falls within this policy and is deemed eligible for a return, once we have inspected the product and validated your return, we will at your choice either:

deliver the correct product to you (if the correct product is available) or;
refund you with the purchase price of the product.

How do I sign up for your newsletters?

If you want to hear about great deals, new products and special offers before anyone else, make sure you are signed up to receive our email newsletters. Signing up is easy:

Go to My Account > Newsletter Subscriptions, and enter your preferred email address.

To help us send you the most exciting news and product information that is most relevant to you, you can even indicate your interests by ticking your favourite departments.

Make sure to click on ‘Save’ to update your account.

How do I unsubscribe from your email newsletters?

If you don’t want to receive any newsletters you can untick the box, 'Subscribe to newsletter’ and then click on the 'Save' button.

What is a cookie?

A cookie is a small file on your computer that remembers stuff so you don't have to. For example, it'll remember your login details and what's in your shopping cart. If you don't allow our cookie to be stored on your computer, you won't be able to use our website properly.