This Return & Refund Policy forms part of the Premium Merchandise Groups Terms & Conditions. By placing an order, accepting a quotation, or making payment, the customer agrees to this Policy.
In the event of any conflict between this Policy and the Terms & Conditions, the Terms & Conditions shall prevail.
1. Application of This Policy
1.1 This Return & Refund Policy forms part of the Premium Merchandise Terms & Conditions.
1.2 By placing an order, accepting a quotation, or making payment, the customer agrees to this Policy.
1.3 In the event of any conflict between this Policy and the Terms & Conditions, the Terms & Conditions shall prevail.
2. Nature of Business
2.1 Premium Merchandise primarily supplies industrial, commercial, and technical goods, many of which may be:
Imported Special-order Customised Procured on request
As such, return rights may differ from general retail environments.
3. Defective or Non-Conforming Goods
3.1 If goods materially fail to conform to agreed specifications, or contain verified manufacturing defects, the customer may notify Premium Merchandise Groups in writing. Notification must include:
Order or invoice number Description of the issue Supporting photographs or documentation
3.2 Premium Merchandise reserves the right to inspect, test, or request return of the goods before determining eligibility for repair, replacement, or refund.
3.3 Where a defect is confirmed, Premium Merchandise Groups may at its discretion:
Repair the goods Replace the goods Refund the purchase price paid
4. Reporting Timeframe
4.1 Visible defects or discrepancies must be reported within 48 hours of collection or delivery.
4.2 Latent defects must be reported within a reasonable time after discovery.
4.3 Failure to notify within reasonable timeframes may affect eligibility for return.
5. Non-Returnable Goods
5.1 The following goods are generally non-returnable unless defective:
Imported goods ordered on request Customized or modified goods Special-order machinery Goods damaged due to misuse or improper installation
5.2 Returns will not be accepted for:
Change of mind Incorrect model selection by the customer Performance expectations not aligned with manufacturer specifications
6. Export & Cross-Border Orders
Goods must be returned to Premium Merchandise South African premises unless otherwise agreed
The customer is responsible for all freight, customs duties, export documentation, and related charges unless Afrimart agrees otherwise in writing
Afrimart is not responsible for transport damage occurring after risk has transferred to the customer
7. Refund Process
7.1 Where a refund is approved:
Refunds will be processed to the original method of payment where possible Processing times may vary depending on banking procedures Refunds apply only to the purchase price of the goods
8. Limitation of Liability
8.1 Afrimart shall not be liable for indirect or consequential losses arising from return or refund claims, including:
Loss of profit Business interruption Transport costs Third-party claims
8.2 Nothing in this Policy limits statutory rights under the Consumer Protection Act where applicable.
9. Warranty Claims
9.1 Where goods carry a manufacturer warranty, claims may be handled in accordance with manufacturer procedures.
9.2 Premium Merchandise may assist customers in facilitating warranty claims but does not extend warranties beyond those provided by the manufacturer unless expressly stated.
10. How to Request a Return or Refund
10.1 Return and refund requests must be submitted through the customer’s Premium Merchandise Online account. Returns are only available once an order has been marked as Delivered.
Return Request Process (Customer Portal)
Log in to your Premium Merchandise Groups Online account.
Navigate to My Orders and select the relevant order.
Return requests can only be submitted once the order status reflects Delivered.
When available, complete the Order Return Reason field and submit your request.
Where possible, include supporting information such as product photos, fault descriptions, or packaging details when requested by Premium Merchandise.
10.2 If an order is not yet marked as Delivered, the return request form will not be displayed in the customer portal. Customers must wait until delivery is confirmed before submitting a return request.
10.3 Once submitted, Premium Merchandise will review the return request and may contact the customer for additional information, inspection requirements, or return arrangements.
10.4 If the customer is unable to access their account or experiences a system issue, they may contact Premium Merchandise support for assistance using the contact details below.
