Returns Policy

We offer a 15 day FREE returns policy – no quibble:

If you are not happy with your purchase within the first 15 days of receipt, we will collect the products at our cost, and present you with a full refund. No quibble!

In order for this to be applicable these basic conditions must be met:

• Products are returned unopened, in their original packaging and in a saleable condition.

• Proof of purchase needs to be presented should we request it.

Refunds are processed subject to a final inspection once received back in our warehouse. The 15 day window starts counting from the calendar date the order was physically received by you as the customer.

Returns outside of the 15 day FREE returns window: Should you wish to return a product outside of the 15 day free returns window, you may still request a return or replacement, and we will do our best to assist you. In this event the following policy applies:

Goods correctly supplied, but incorrectly ordered or you have changed your mind: We will take back the goods for a full refund, less a 15% transport recovery, and restocking fee. The fee is calculated at 15% of the Gross value of the goods taken back.

Goods correctly ordered, but incorrectly supplied: We will collect the incorrect goods, and replace them with the correct goods. In this event the transport cost will be paid for in full by DownTown Distributors. Prior to a refund or replacement, goods will be inspected to ensure that they are received back in the original packaging. DownTown Distributors reserves the right to decline any refund or replacement of goods, if the products are not returned in the original packaging and in the original condition supplied.

Transport cost in relation to a faulty product: In this event and if the product is still within the Warranty, DownTown Distributors will cover the cost of the collection and replacement transport thereof, provided that the product meets our replacement criteria. If the product is faulty due to abuse, or misuse outside of its intended environment, the transport cost will be recovered from the value of the refund prior to reimbursement. For product Warranty and replacement terms and conditions, please see DownTown Distributors product Warranty section below.

Returns Procedure: In the event of a return, our courier service provider must be able to access the products within business hours Monday to Friday 8am – 5pm. We ask that the products are securely packaged, so that it arrives back with us in the intended condition. If the return cannot be collected during this timeframe, you may have to drop goods off at a convenient pick-up point that operates outside of standard office hours. In this event prior arrangement needs to be made between you and a DownTown Distributors representative.

All returns need to be requested in writing on this email address: returns@dtdistributors.co.za

Telephonic follow up is welcome on these contact numbers: xxx or xxx

Product Warranty

The DownTown Distributors Warranty is applicable to all products that can be purchased on www.DownTown Distributors.co.za.

The Warranty is valid for a 12 month period from date of purchase. Proof of purchase has to be supplied by the original purchaser.
The Warranty entitles the bearer to a replacement of the same product. Should an identical product not be available DownTown Distributors reserves the right to replace it with a similar product at the same or higher value.
Where a DownTown Distributors supplier has an extended Warranty for a period longer than 12 months, we will honour the said Warranty in keeping with the suppliers’ terms and conditions up to a maximum of 2 years from date of purchase.
Replacement Warranty includes: DownTown Distributors reserves the right to repair or replace a product with a similar product at the same or higher price, where the original product is no longer available.
If the product is returned within the first six months from date of purchase, the product has to be returned in the original packaging.
Return for refund, or replacement of a product, outside of a Warranty will not be entertained.

Refunds

Timeframe around the processing of a Refund: We have a 7-10 business day turn-around time for the processing of your refund. The clock starts from successful collection of your return. We allow approximately 3 business days for the journey of the return to arrive back with us. A further 2 days are allowed for internal processing. The remaining 2-5 days make allowance for funds to be transferred and cleared back into your bank account. We reserve the right to decline a refund if the purchase is older than 90 days, excluding a Warranty claim.

Liabilities Disclaimer

We recommend that Electrical and Plumbing products always be installed by a qualified tradesman. DownTown Distributors will not be held liable for damages, or a loss of income, incurred as a result of but not limited to, product failure, missed deadlines, incorrect product supplied or any other cost incurred as a result, other than the physical replacement and transport cost of the said product. Products supplied by DownTown Distributors always need to be utilised in a way or manner that it was originally designed to perform under. Furthermore exception applies to select products, whereby a product cannot be replaced in keeping with the replacement warranty, and has to be tested prior to a replacement or a refund is issued. This generally applies to products that have electronic circuitry, but not limited to. This type of product is susceptible to damage from power surges, for example electrical storms, and is outside of the control of DownTown Distributors, or its suppliers.