Returns & Refunds Policy
We want you to be happy with your purchase. If you are not completely satisfied, you can return the product to us and we will either repair / replace it, or credit your account, subject to the below terms. This Policy applies to products bought from www.mattarend.co.za itself.
This Policy forms part of the www.mattarend.co.za's Terms and Conditions, and so words defined in the Terms and Conditions have the same meaning in this Policy, unless the context indicates otherwise. Nothing in this Policy is intended to limit your statutory rights in any way.
Preparing your products for a return
To ensure your request is processed as quickly as possible you are responsible for the following when returning your products;
• package your products safely and securely for protection during transit;
• clearly mark your return reference number or order number on the outside of the parcel; and
• include all accessories and parts that were sold with the product.
Failure to adhere to any of these requirements could delay the processing of your request or result in its decline altogether.
1: Unwanted products
You can return an unwanted product to us, provided:
• it is undamaged and unused, with the original labels and stickers still attached;
• it is in the original packaging, which must be undamaged and in its original condition with all seals still intact (if applicable).
• it is not missing any accessories or parts; and
• you log a return on the Website within 7 days of delivery to you or collection by you of the unwanted product.
After 7 days, you can only return a product if it is defective.
Changed your mind?
Where you have changed your mind and would like a credit for a product, you can return it – provided the product is not:
• a normal cancellation. those are not accepted; forced cancellations will incur a 20% restocking charge;
• all clearance items;
• a product which has been personalised for you or made to your specifications.
You are responsible for returning the product to us.
See our Collection Policy for Cases that validate a collection from us.
Once we have inspected the product and validated your return, we will credit your account with the purchase price of the product within 10 days of the return (or refund you if that is your preference).
Want to exchange?
Items can be exchanged for similar products provided that such variation is available. In such a case, please return the product to us and upon receipt we will deliver the requested product to you at no extra charge.
If such variation is not available, we will credit your account with the purchase price of the product within 10 days of the return (or refund you if that is your preference).
We are entitled to inspect the product to validate your return.
Not what you ordered?
If we accidentally deliver the wrong product to you we will collect the product from you at no charge. 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 credit your account with the purchase price of the product within 10 days of the return (or refund you if that is your preference).
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 24 hours of such delivery / collection by logging a return on the Website.
We will cover the cost of placing a collection for returning damaged goods via door to door courier. We may inspect the goods to confirm that they are defective before we do so. 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 / replacement is possible) or credit your account with the purchase price of the product and return shipping (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 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; and
• where the specifications of a product, although accurately described on the Website and generally fit for its intended purpose, do not suit you.
If you have received a product which turns out to be defective, please notify us as soon as reasonably possible after you become aware of the defect, but in any event within 6 months after delivery / collection of the product.
You can do so by logging a return on the Website and returning the product to us upon receiving a “return approved” notification from us.
We may inspect the goods to confirm that they are defective before we do so. Once we have inspected the product and validated your return, we will at your choice repair / replace the product (if such repair / replacement is possible) or credit your account with the purchase price of the product (or refund you if that is your preference).
Unfortunately we cannot facilitate returns that fall outside of the 6 month period.
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 mattarend.co.za for the cost of collecting the product from you and the cost of having the product returned to you.
Under no circumstances will donations be refunded.
Purchasing from mattarend.co.za confirms agreement to this policy.