RETURNS POLICY


RETURNS

Reason for return                                                             Needs to be reported within                       Do I need to pay for collection?

Unwanted/bought the wrong item

21 days of receipt

Yes

Received physically damaged

7 days of receipt

No

Incorrect info/ Incorrect item

7 days of receipt

No

Faulty (Electronics)

Item’s warranty

No

Sub standard quality

21 days of receipt

Case by case basis

Not what I expected

21 days of receipt

Yes

 

Returns Policy:

If you are not 100% satisfied with your purchase, please feel free to return any item to us within 7 calendar days of receipt. This policy does not refer to items that you may have received damaged, faulty or incorrect.

Kindly note the following:

  • The actual product needs to be received at Tempramed SA in mint condition
  • The item needs to be received by Tempramed SA within 3 weeks (21 calendar days)
  • If the product’s outer packaging is unsealed, we may charge you a 35% handling fee.
  • Please include your order number or dispatch note inside the returned parcel
  • All UNWANTED, DAMAGED, INCORRECT items need to be returned unopened/sealed.

Please ensure that you package the item securely to protect it against getting damaged in transit (on its way back to Tempramed SA). Tempramed cannot accept responsibility for damage occurring before it is delivered to Tempramed Cape Town offices, or collected by us at the Post office, even if this damage was caused by a third party. We would strongly advise against using a only a bubble-envelope – rather use a combination of bubble-wrap, cardboard, layers of paper, etc.

At the time we receive the return we shall automatically credit the amount to your Tempramed customer account and will send you an email to let you know we’ve processed your return. 

 

General Returns 

      • Most items purchased on tempramed.co.za can be returned to us for a full refund.
      • Please see [Non-returnable products] to ensure that your product is eligible for return.
      • Please contact us at info@tempramed.co.za, if you are unsure if an item is returnable.

Tempramed returns department may tell you that they do not believe you have a claim, for example because the warranty period of the goods has expired. In this case we may refuse to replace goods, or refuse to pay a refund.

In addition to our returns policy, the following statutory return situation may apply to you:

Section 44 of the Electronic Communications and Transactions Act may apply to your order.

Section 44 is only applicable if you are a natural person – in other words, a human being. You must also be the end user of the goods or service. If you qualify as a consumer under the ECT Act, you may be entitled to cancel some electronic transactions within seven days, without reason or penalty.

You must return any goods in new condition with all packaging and materials. We will refund the purchase price of the goods (minus the direct costs of returning the goods) within 30 days of the date of return request.

The original delivery charge will not be refunded and the cost for returning the parcel is at your expense. Please include your order or invoice number in the box of the return so that your refund can be processed.

Section 56 of the Consumer Protection Act may also apply to your order.

Section 56 will only apply if you are a natural person – in other words, a human being, or a juristic person (like a company, trust or closed corporation) with an annual turnover of less than R2 million.

If you qualify as a consumer in terms of the CPA then all of our goods sold to you are sold with an implied warranty of quality against any defects for up to one year of normal householder business use, from the time we supplied the goods.

Defective goods are those that had a defect or were unsafe when we supplied them. A defect usually means that the goods were manufactured using materials, components or workmanship below an acceptable standard. You must prove that goods are defective.

We will replace, repair, or refund the price of any defective goods that you return to us during the six-month statutory warranty.

Deliver the defective physical goods under warranty to us or post them by normal prepaid registered post, insured against loss, damage and theft. The street and postal addresses for all returns are the same as for our customer services department, details of which are below.

2 Jacques Crescent
Stuart’s Hill
Somerset West
Western Cape
7130
South Africa

 

Once we have received the package, we will notify you that we have received the physical goods. Please note that it is your responsibility to ensure that the package is delivered to Tempramed within the returns window provided and at the correct address.

If you claim that our goods are defective, our technicians will examine the goods for defects. In the case of physical goods, our technicians will examine the actual goods. They will report to us whether the goods were defective, were misused or are of good quality. If our technician reports that the goods were misused, were of good quality, were not provided to you for a specific purpose or were suitable for that purpose, then we will not replace or refund the goods.

If you choose for us to replace or repair the goods, we will contact you as soon as reasonably possible to organise the necessary steps to repair or replace the goods.

If you choose for us to make a refund, we will contact you and arrange payment of the refunded amount into a bank account of your choice within 30 days of cancellation.

If we do not accept that we supplied defective or unsuitable goods, and our returns department has not been able to help, any customer may still take the matter up with the consumer goods and services ombuds http://www.cgso.org.za/ or other dispute resolution body, or take legal action. The dispute resolution procedures under the CPA do not necessarily apply to all transactions with us. This policy does not exclude any other rights customers may have.

We aim for complete customer satisfaction. We respect our customers’ rights and always try to comply with best practice and all relevant laws. If you are not satisfied with any of our goods, or have any questions, please contact our customer services department and have your invoice number ready.

We will try our best to solve your problem.

Incorrect items.

We will either replace the item or refund you for any item that you receive that does not match the description advertised on the website. We will usually need you to return the item to us at no additional cost to yourself.

Please log a return within 7 days, where the item is not what you ordered.

Warranty support – Vivicap1 range.

All Vivicap1 products sold on tempramed.co.za carry their full manufacturer’s warranty as stipulated by the official South African distributor, unless otherwise specified. Such warranty is usually, but not limited to, 12 months and if not stipulated on the tempramed.co.za website can be requested by contacting info@tempramed.co.za.

Items under warranty are sent to the relevant supplier or official service centre for repair or replacement. Such Manufacturer Guarantee is restricted to the costs of repair or replacement of faulty goods or refund of the purchase price at the sole discretion of tempramed.co.za and its suppliers after investigation and/or testing of goods.

All Hardware Manufacturer Guarantees are immediately null and void if equipment has been tampered with, physical/user damage has been located, warranty stickers have been removed, seals on equipment have been broken by anyone other than the manufacturer’s representative or if the goods have been operated outside the manufacturer’s specifications.

How it’s done

Regular returns:

The below procedure is related to unwanted / incorrect / damaged on arrival and sub-standard items.

      • Return logged.
      • Allow for additional time, if incorrect information on the website.
      • Collection booked.
      • Received at warehouse, inspected.
      • Refund processed to customer account (unless otherwise specified).
      • If item is not returned in mint condition / without the items original packaging the refund will not be processed. (this does not apply to damaged on arrival).
      • This procedure usually takes 3-7 working days to conclude.

Kindly allow for longer waiting times during peak season, November – March.

Warranty returns

      • Return logged (24 – 48 hours)
      • Collection is booked for return of faulty item. (1 – 3 working days, unless item is returned to tempramed.co.za Cape Town offices.)
      • Unit arrives at tempramed.co.za and is put into a queue awaiting damage assessment. (1 – 2 working days. 3 – 5 during peak season)
      • Damage assessment of returned unit before it is sent to the supplier’s / service centre.
      • Unit is sent away for assessment (24 – 48 hour delivery)
      • Suppliers / Service centre will advise that the unit was either replaced, repaired or no fault was found.( 7 workings for assessment conclusion.)
      • The unit is returned to Tempramed Cape Town offices, and is sent to dispatch to be returned to the customer, pending the result of the assessment.