Warranty & Returns
This Policy forms part of the Terms and Conditions, and so words defined in the Terms and Conditions have the same meaning in this Policy, unless the context indicates otherwise. This Policy applies to products bought from www.endoftheline.co.za itself. Nothing in this Policy is intended to limit your statutory rights in any way.
Certain parts of this Policy do not apply to Unboxed Deals, and this is indicated in the relevant sections below. Unboxed Deals are offered for sale at discounted prices, because their original packaging is damaged, unsealed or missing.
Due to the nature of the products we sell, we can only accept returns if they fall within our Warranty and Returns policy.
1: Not what you ordered?
If we accidentally deliver the wrong product to you, or if the product is not as described on the Website, please notify us within 3 days of receiving your goods and we will collect the product from you at no charge. This can be done by logging into your account and selecting My Returns. If the product is missing any accessories or parts, you will need to follow the process set out in section 2 below. Once we have inspected the product and validated your return, we will at your choice deliver the correct product to you as soon as possible (if the correct product is available); or process your refund you within 2 – 3 business days of the return. Please note that for credit card refunds, payment processing times depend on your bank.
In terms of Red Basket special offers, should we supply the wrong product or if the product is in any way faulty or damaged, we will exchange it for the correct one. However, if the product is no longer being offered at the special rate, it will not be replaced, and we will refund the buyer's purchase price including delivery costs.
We will only accepts the return of a product if we have supplied the wrong product or if the product is in any way faulty and or damaged. We will not accept any product that is returned simply because the product is no longer required by the purchaser or is for any reason not deemed fit for use by the purchaser.
2: Products damaged on delivery
Should a product be damaged or missing any parts or accessories at the time of delivery / collection, please notify us within 3 days of such delivery / collection by logging a return on the Website.
We will arrange to collect the product from you at no charge. Once we have inspected the product and validated your return, we will at your choice repair / replace the product as soon as possible (if such repair is possible/ we have the same product in stock to use as a replacement) or refund you if that is your preference.
3: Defective products
We do our best to ensure that the products we deliver to you are of a high quality, and in good working order and without defects.
What is a defect? A defect is 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 under this section 3:
- 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
- in relation to Unboxed Deals, signs of handling and/or repackaging.
1: Standard Warranty
If you have received a product which turns out to be defective or otherwise of poor quality (save for direct warranty products which are discussed below), please notify us as soon as reasonably possible after you become aware of the defect or poor quality, but in any event within 6 months after delivery / collection of the product (except in the case of an extended supplier warranty, which is set out below).
You can do so by logging a return on the Website, and we will arrange to collect the product from you at no charge. Once we have inspected the product and validated your return, we will at your choice repair / replace the product (if such repair is possible / we have the same product in stock to use as a replacement) or refund you if that is your preference). If the repair / replacement takes longer than 21 days, we will get in touch with you to see if you would rather receive a credit /refund.
Where there is no extended supplier warranty period, unfortunately we cannot facilitate returns that fall outside of the 6 month period.
Where you request a repair / replacement of an Unboxed Deal and a repair is not possible, we will see if we have a replacement Unboxed Deal in stock (which is the same product, of the same nature and type, as the one sold), but if we do not, we will refund you. A product in perfect condition (that is not an Unboxed Deal) is not the same product as an Unboxed Deal or. This is why Unboxed Deals are discounted, compared to products in perfect condition.
2: Direct Warranty (stipulated on product page)
A direct warranty product is a product for which the relevant manufacturer wishes to manage defective returns itself, directly with the customer, and not through ourselves.
If a direct warranty product turns out to be defective or otherwise of poor quality, please notify us and we will provide you with the relevant manufacturer’s contact details. Alternatively, you can notify the relevant manufacturer directly if you already have its details. The relevant manufacturer will then assist you further, but if you have any difficulty, please let us know and we will be happy to assist you where we can.
Damaged or defective Large Appliances items can be returned within 7 days in accordance with our returns policy. After 7 days, the supplier will come to you to inspect the product and assist you with a possible repair, replacement or refund. In the event of a refund, it will be processed by End of the Line.
Other than this, the same limits and general principles of the standard warranty and extended supplier warranty apply to direct warranty products.
There are two types of bundles: a bundle consisting of products that either we or you (as provided on our website) have combined together in a single bundle (“Bundle Deal“); or a bundle compiled by our supplier and supplied to us as a single unit (“Pre-packed Bundle“). All returns relating to bundles are subject to the terms of this Policy as read with the following provisions:
- Bundle Deal – You may return a Bundle Deal as a whole or any of its component products individually to us. If you qualify for a credit in respect of any component product, we will credit your account with the actual purchase price (after applying any applicable saving or discount) you paid for such a product as displayed in your order history.
- Pre-packed Bundle – Unless otherwise indicated by us, your return of a Pre-packed Bundle will only be accepted if you return all of its component products to us. Failure to do so may result in us declining the return of a Pre-packed Bundle.
Charges and refunds
If you return a defective 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) to refuse the return, only to replace the item that you did return, or to estimate the value of the missing accessories and parts and only to credit or refund you in respect of the returned item.
If you return a product that does not comply with this Policy, you may be liable to reimburse us for the cost of collecting the product from you and the cost of having the product returned to you.
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.
1: Log your exchange / return request on the website
Login to your End of the Line.co.za account on the website and initiate the exchange or return process by completing the online request form, found after clicking the My Returns key. Once we have received your request, we will communicate with you to arrange the return and supply you with the Return Reference Number (RRN).
2: Prepare the return parcel
Pack the product in its original packaging (if you still have it), and into a shipping box or other packaging to protect the products during transit. Unboxed Deals have slightly different requirements – please see the Unboxed Deals FAQ .
Please include the return reference (the RRN number at the top of your email) on the outside of the parcel so that we can easily identify your return.
3: Courier collection
Our couriers will contact you within 1 to 2 business days after you have logged your return, to arrange the collection.