Customer Returns Policy

Introduction

Thank you for purchasing products through Freshtec Energy. We want to be a customer driven organization. Hence, every decision and policy guidelines of ours is to make customer product purchase experience excellent and thus we have kept our return and cancellation policy transparent for faster resolution.

What to do if your product is damaged

If you believe your product has been damaged in transit please notify Freshtec Energy of any discrepancies within 7 working days of delivery. All goods ordered as stated on the delivery note will be deemed to have been delivered and accepted if we are not contacted within 7 working days. Risk of damage to or loss of the goods passes to the Buyer at time of delivery.

If item(s) are found to be damaged upon arrival the delivery note must be signed for as ‘Damaged on Arrival’ in the remarks or signture line. This will be the primary documentation used to make a claim.

If products are found to be damaged inside the packaging then ideally please contact your order processor immediately or use the “contact us” form and specify “delivery issue” within 7 working days. All claims are fully investigated by our Returns department. Freshtec Energy hold no guarantees of refunds or replacements if it cannot be proved that the product was damaged in transit.

Claims must be submitted to Freshtec Energy returns email : returns@freshtec.co.za.

They must be made within 7 working days of delivery if a product is deemed to be damaged on arrival (DOA) providing the following information:

-

  • Order number:
  •  Shipment Number:
  • Signed Delivery note:
  •  Photographic evidence of the item(s), packaging and pallet

*Please note that packaging is not under the warranty.

What to do if your product is faulty

If you believe your product to be faulty, please notify Freshtec Energy, within 7 working days of delivery otherwise all goods ordered as stated on the delivery note will be deemed to have been delivered and accepted. Risk of damage to or loss of the goods passes to the Buyer at time of delivery.

All items believed to be faulty are referred to our Technical Support Team. The Technical Support Team will contact you and may ask you to perform tests to establish the cause of the problem and where possible rectify this.

If phase one of testing is unsuccessful your order processor will generate a returns order and then arrange for collection of the product for further testing.

If a product is deemed to have been faulty at time of manufacture, Freshtec Energy will either arrange for a replacement from the manufacturer to be delivered to you, or complete your returns order and credit your account when the replacement has arrived at FreshTec Energy. If a credit is raised any replacement will be charged.

If no fault is found the product will be returned to you and the returns order will be cleared. If you have already purchased a replacement product in the interim both charges will apply.

What to do if your product is unwanted

Customers can normally return any re-saleable functioning products to FreshTec Energy’s Johannesburg Warehouse and obtain a credit note provided that you contact FreshTec Energy within 10 working days of delivery and the product is returned within 14 days of receipt of the product/s. The unwanted return is subject to a minimum returns 25% re-stocking charge and customers will be required to arrange their own return delivery.

Customers may be eligible for 75% credit of the order value if all original packaging is in place and the item is re-saleable. If a product is not in the original state and packaging Freshtec Energy may consider accepting a return but at a lower percentage, this will be entirely at Freshtec Energy’s discretion. Unfortunately we cannot refund any delivery charges or priority, express or courier components of the postage.

It is the customer’s responsibility to ensure that the all the packaging is intact, all items of the box are properly included, items are packaged correctly and returned unused. Failure to do so may incur additional costs or goods being sent back to you. Please ensure you send all original parts. We reserve the right to charge for any accessories or parts damaged or missing from the products original shipment.

The return will be checked by one of our returns team upon delivery and once verified, a credit note will be added to your account within 7 days of receipt of the return. Non re-saleable items will not receive a credit note and the goods will either be returned to the buyer, disposed of or a reduced valuation may be agreed.

What shall I do if I have received a product I did not order (an “incorrect” product)?

If we have sent you an incorrect product please contact your order processor immediately so we can investigate and arrange to collect the item(s) and replace any items you require.

Other Information

When will the credit appear on my Account?

We aim to process your claim and credit your account within 7 working days of receipt of your goods being verified, however this may take longer if items are not returned in line with the procedure.

Can I change my mind and keep my return?

Yes, if you change your mind and decide to keep your purchase within the 14 day right of retraction period and do not want to return your items, please ensure that you cancel your return order within your portal to notify us and keep your items.

What is the returns address?

Returns Department

FreshTec Energy

Cedar Place Office Place

3 Cedar Road, Bryanston

Gauteng

2194

Email : returns@freshtec.co.za