Returns, Refund & Warranty Policy
At Witfield Hardware, we are committed to providing you with quality products and excellent service. If you are not completely satisfied with your purchase, we offer a 7-day return guarantee for a refund, repair, or replacement on most items, subject to the following terms and conditions. Our goal is to make the return process easy and fair, ensuring your confidence and satisfaction when shopping with us.
- Return & Exchange Conditions
1.1 Customers may return eligible goods for a refund, repair, or replacement, provided that:
- Items have NOT been used or installed
- The goods are in their original packaging, unopened and undamaged
- All included accessories are intact, and nothing is missing
- Valid proof of purchase is provided
- The return or exchange request is logged within the timeframes stipulated
1.2 A return request must be logged via your online account using the Returns Manager icon, selecting the correct reason for return.
1.3 Notification of a return request must be made within 3 days of receipt, and the return must be initiated within 7 days of delivery (unless otherwise specified for defective or damaged goods).
1.4 Defective or faulty goods must be reported and returned within 7 calendar days from delivery for inspection and resolution.
1.5 Goods damaged or lost in transit must be reported within 5 working days from receipt or expected delivery date.
1.6 Customers must notify the Company within 3 days of delivery notification if goods were not received.
1.7 If your shipping address changes after placing the order, you will be liable for any additional fees incurred.
- Non-Returnable Items
2.1 Certain goods are strictly non-returnable due to their nature, including but not limited to:
- Personal protective equipment (PPE) such as dust masks, respirators, ear plugs, gloves, and safety socks
- Sealed or packaged items that have been opened or tampered with
- Products that, for health, hygiene, or safety reasons, cannot be resold once opened
- Any items specifically marked as non-returnable or custom/special orders (e.g., non-stock items, negotiated bulk orders)
2.2 These items may only be returned if defective or damaged upon delivery, and defects are reported within the specified timeframes.
- Refunds, Exchanges & Credits
3.1 Timing
Approved refunds are processed within 10 business days after the returned items are received by Witfield Hardware and inspected/approved.
3.2 Return, Exchange & Refund Fees
- Courier Fees:
- Witfield Hardware covers courier costs where products are defective, damaged in transit, or incorrectly supplied.
- Customers are responsible for return courier costs for change-of-mind returns, incorrectly ordered items, or where products were delivered in good condition (no damages or defects).
- Courier charges are non-refundable if delivery fails due to incomplete or incorrect addresses, or failure to collect from courier depots.
- Restocking Fee:
- If packaging has been opened, broken, or damaged and—after correspondence—we accept the return, a restocking fee of up to 30% of the item value may apply.
- Witfield Hardware reserves the right to refuse credit if the item cannot be resold.
- Handling Fees:
- A 5% administrative and payment gateway fee applies to all refunds.
- Special orders, bulk orders, non-stock, or custom items may incur additional supplier handling or restocking fees.
- These items may not be accepted for return if the supplier refuses to take them back.
- Please confirm with Witfield Hardware before requesting returns of such items.
3.3 Refund Conditions & Exclusions
- Courier/return freight and reasonable handling costs for change-of-mind or incorrectly ordered returns are for the customer’s account and deducted from the refund.
- Refunds will NOT be issued if an incomplete or incorrect shipping address is provided by the customer.
- Refunds will NOT be issued if the product fails to arrive due to reasons within the customer’s control (e.g., refusal of delivery, failure to collect from courier depot).
3.4 Replacement, Alternative or Repair
Where possible, Witfield Hardware will offer a replacement, alternative equivalent product, or repair, subject to stock availability and supplier support. If unavailable, a refund or store credit may be issued.
3.5 Refund Method
Refunds are made to the original payment method where practical. If not possible, an EFT or store credit will be arranged.
3.6 Order Cancellation
Customers may cancel orders before dispatch by contacting Witfield Hardware. A 5% administrative fee will be charged on all cancelled orders to cover payment gateway and administrative costs. Cancellations after dispatch may not be accepted.
- Warranty
4.1 All goods carry the Original Equipment Manufacturer (OEM) warranty, where applicable.
4.2 Warranty claims require proof of purchase and may be subject to the OEM’s terms and conditions.
4.3 Witfield Hardware will assist with warranty claims but is not responsible for the OEM’s decisions.
4.4 If a product is found faulty under warranty, Witfield Hardware will arrange for repair, replacement, or refund as appropriate.
4.5 For warranty enquiries, please contact: info@witfieldhardware.co.za
4.6 Special Clause for INGCO Power Tools:
Faulty INGCO power tools returned within 2 days of delivery and found faulty on inspection will be directly exchanged. Returns after day 2 will undergo inspection which may take up to 6 weeks.
- Return Process (RMA)
5.1 Account Customers: Please log returns via your Witfield Hardware online account using the Returns Manager option. Select the correct reason for return. An RMA number will be issued.
5.2 Guest Customers: Contact us to obtain an RMA:
- Email: returns@witfieldhardware.co.za
- Phone: 010 597 1515
5.3 Return Options:
- Witfield Hardware can arrange courier collection after issuing an RMA number (see Section 4).
- Customers may also personally return goods to the store or designated point with RMA and proof of purchase.
5.4 Packaging: Goods must be securely packaged to prevent damage in transit. Use original packaging if possible, include accessories and documentation, and clearly mark the RMA number.
5.5 Returns without an RMA may be delayed or refused.
5.6 Return requests and returns must be made within the stipulated timeframes (Section 2).
- Goods Lost or Damaged During Transit
6.1 Witfield Hardware insures shipments up to R1,000 per shipment.
6.2 For orders exceeding R1,000, additional transit cover may be purchased at checkout at 2% of the amount over R1,000.
6.3 Notification of lost, damaged, or short deliveries must be made within 5 working days of receipt or expected delivery.
6.4 Witfield Hardware will replace or refund lost/damaged goods subject to validation and insurance limits.
6.5 Witfield Hardware will not be held responsible for replacements, refunds, or compensation where items do not have liability coverage.
- Return of Faulty Items – Assessment & Courier Collection Fees
7.1 Faulty items returned will be evaluated by Witfield Hardware or the supplier/OEM before warranty processing.
7.2 If found not faulty, a courier collection fee applies:
- R210 (excl. VAT) if originally shipped with free delivery.
- For items with original shipping surcharges, the same surcharge applies as courier collection fee.
- Additional inspection fees may apply for complex equipment.
7.3 Courier and handling fees are subject to change and confirmed at collection time.
7.4 For confirmed warranty faults, Witfield Hardware will cover reasonable return transport.
- Packaging
8.1 Returned items must be safely repackaged including all original packaging, literature, and accessories to avoid issues.
8.2 Witfield Hardware reserves the right to refuse refunds if items are damaged due to misuse, parts are missing, or if the product is altered.
8.3 If goods are damaged in return transit and the courier proves the packaging was inadequate or incorrect, credit may be forfeited and the customer will be liable for all courier fees.
- Delivery & Acceptance
9.1 Delivery is considered complete once goods are handed to the customer or authorized representative.
9.2 Customers must inspect goods immediately and report any issues within stipulated timeframes.
- Strict 7-Day Claim Period
Exchanges or refunds will only be processed if a claim is submitted within 7 days of delivery.
No compensation, refund, or replacement will be given after 7 days under any circumstances.
- Contact Information
Email: returns@witfieldhardware.co.za
Phone: 010-597-1515
Physical Address: 144 Main Street, Witfield, Boksburg
- Policy Amendments
Witfield Hardware reserves the right to amend this policy at any time.
Updates will be published on our website and will apply from the date of publication.
The version in effect at the time of purchase governs the transaction.