At Engitek (Pty) Ltd, we are committed to providing quality products and professional service. This policy explains the conditions under which products may be returned, refunded, or cancelled.

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1. Standard Products

If you purchase a standard, non-custom product from our online store, you may request a return within 7 calendar days of receiving your order, provided that:

• The product is unused, undamaged, and in its original condition.

• All original packaging, accessories, manuals, and documentation are included.

• Proof of purchase is provided.

Once the returned item has been received and inspected, we will notify you whether your return has been approved. A handling fee of 15% of the product value will be charged.

If approved, refunds will be processed to the original payment method within 7–14 business days.

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2. Products That Cannot Be Returned

The following items are generally not eligible for return or refund unless they are defective or otherwise required by applicable South African law:

• Custom-built or engineered products.

• Products manufactured or modified to customer specifications.

• Special-order or non-standard components.

• Products that have been installed, used, altered, or damaged after delivery.

• Clearance or final sale items where clearly indicated.

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3. Custom Engineering Projects

Many of Engitek's products and solutions are custom-designed or manufactured specifically for individual customer requirements.

Because these products are produced specifically for each customer, they cannot normally be returned once production has commenced.

Any project-specific cancellation, return, or commercial conditions stated in the accepted quotation, proposal, or sales agreement will apply in addition to this policy.

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4. Order Cancellations

Orders for standard products may be cancelled before dispatch by contacting us as soon as possible.

For custom projects, engineered systems, or products manufactured specifically for a customer, the following conditions apply:

• Cancellation of an accepted order may be subject to a cancellation fee of up to 50% of the total project value to cover engineering, procurement, administration, and work already completed.

• If a project is cancelled after customer-specific materials or non-standard components have been ordered, the customer will be responsible for the full cost of those components.

• If goods are returned after manufacture or production has commenced, cancellation charges may apply in accordance with the accepted quotation or sales agreement.

• Where delays are caused by circumstances outside Engitek's reasonable control, cancellation charges may still apply.

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5. Damaged, Incorrect or Defective Products

If you receive an incorrect, damaged, or defective product, please notify us within 48 hours of delivery.

Please include:

• Your order number.

• A description of the issue.

• Photographs showing the damage or defect.

We will assess the matter and, where appropriate, repair, replace, or refund the product in accordance with applicable South African consumer legislation.

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6. Return Shipping

Unless the return is due to an incorrect shipment, manufacturing defect, or warranty-approved fault, customers are responsible for the cost of returning products to Engitek (Pty) Ltd.

We recommend using a tracked courier service, as Engitek cannot accept responsibility for products lost or damaged during return transit.

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7. Warranty

Unless otherwise agreed in writing, equipment supplied by Engitek (Pty) Ltd is covered by a limited warranty for a period of twelve (12) months from the earlier of:

• Acceptance of the equipment on site; or

• The date the equipment is placed into commercial operation.

Where specified in the quotation or sales agreement, warranty coverage is subject to the customer maintaining an active Service Level Agreement (SLA).

The warranty covers defects in materials and workmanship only.

The warranty does not cover damage or failures resulting from:

• Abusive or improper handling.

• Accidental damage.

• Misuse or negligence.

• Operation outside the equipment's intended design specifications.

• Unauthorised modifications or repairs.

• Failure to comply with maintenance requirements.

• Failure to maintain a required Service Level Agreement where this forms part of the warranty conditions.

Normal wear and tear is not covered by this warranty.

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8. Consumer Rights

Nothing in this policy limits or excludes any rights that customers may have under applicable South African consumer protection legislation, including the Consumer Protection Act, where applicable.

 

9. Contact Us

If you have any questions regarding returns, refunds, cancellations, or warranty claims, please contact us.

Engitek (Pty) Ltd

Website: https://www.engitek.co.za/

Email: info@engitek.co.za