Refund policy
RETURNS, REPAIRS, EXCHANGES AND WARRANTY POLICY
Olivemart (Pty) Ltd T/A O-Mart
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1. General
Olivemart (Pty) Ltd (“Olivemart, “we”, “our”, “us””) is committed to supplying goods of acceptable quality. This policy sets out the terms governing returns, repairs, replacements, exchanges, warranties and refunds relating to goods purchased from Olivemart.
By purchasing from Olivemart, the customer (“your”, “yours”) agrees to the terms contained herein.
Olivemart reserves the right to inspect, test and assess all returned goods prior to approving any remedy.
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2. Reporting Delivery Damage or Incorrect Goods (Within 7 Days)
Customers must inspect goods immediately upon delivery or collection.
Any of the following must be reported in writing within 7 (seven) days:
1. Goods damaged during delivery;
2. Missing components or accessories; and
3. Incorrect items supplied.
Failure to notify Olivemart within this period may result in the claim being declined, unless the customer can show that the issue could not reasonably have been detected earlier.
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3. Defective or Faulty Goods (Within Six Months)
If goods fail to perform as reasonably expected under normal and intended use within six (6) months from date of purchase, they may be returned for assessment.
All returned goods will undergo inspection and testing.
If a manufacturing defect is confirmed, Olivemart reserves the right, at its discretion, to:
1. Repair the goods;
2. Replace the goods with the same or a comparable product; or
3. Refund the purchase price only where repair or replacement is not reasonably possible or has failed.
Refunds will not be automatically issued where repair or replacement is feasible.
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4. Exclusions – When Returns May Be Refused
Returns or claims may be refused where inspection reveals that:
1. The goods were misused, abused, or handled negligently;
2. The defect resulted from improper or unauthorised installation;
3. The product was used contrary to manufacturer instructions;
4. Electrical products were damaged due to power surges, incorrect voltage, or unstable power supply;
5. Damage resulted from water exposure, impact, dropping, or external causes;
6. The goods were altered, repaired, or opened by unauthorised persons;
7. Security seals or serial numbers have been removed or tampered with;
8. External environmental factors;
9. Tampering with serial numbers or security seals;
10. The defect is due to normal wear and tear.
If no defect is found, the goods will be returned to the customer and Olivemart reserves the right to charge a reasonable inspection handling and/or return shipping fee.
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5. Change of Mind Returns
Returns due to change of mind are not automatically accepted.
If approved at Olivemart’s discretion:
1. The request must be made within 7 (seven) days of delivery or collection;
2. Goods must be unused, undamaged, and in original packaging;
3. All components, manuals, and accessories must be included;
4. A reasonable handling or restocking fee may apply;
5. Return shipping will be for the customer’s account.
Approved change-of-mind returns may be processed as an exchange or store credit. Refunds are not guaranteed. Olivemart reserves the right to refuse discretionary returns.
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6. Non-Returnable Goods
The following goods are not eligible for return, exchange, or refund unless defective:
1. Custom-made or personalised goods;
2. Perishable goods;
3. Goods sealed for hygiene or health reasons once opened;
4. Clearance or final-sale items;
5. Installed or assembled goods;
6. Consumables (including but not limited to batteries, bulbs, filters, cartridges) unless defective at purchase.
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7. Limited Warranty
Certain products may carry a limited warranty beyond six (6) months. The duration and scope of such warranty will be specified (including but not limited to) on the product listing, or manufacturer documentation.
7.1 Warranty Coverage
The limited warranty covers:
1. Manufacturing defects in materials;
2. Faulty workmanship under normal domestic use;
3. Mechanical or electrical failure not caused by external factors.
7.2 Warranty Exclusions
The warranty does not cover:
1. Commercial or industrial use of products intended for domestic use;
2. Damage caused by power surges or unstable electrical supply;
3. Accidental damage, impact, dropping, or water damage (unless specifically designed for such exposure);
4. Cosmetic damage not affecting functionality;
5. Normal wear and tear;
6. Damage caused by failure to maintain or care for the product properly;
7. Unauthorised repairs or modifications.
7.3 Warranty Claims Procedure
To submit a warranty claim:
1. Proof of purchase must be provided;
2. The product must be returned for inspection;
3. Olivemart may refer the product to the manufacturer or authorised repair centre.
If the product is repairable, it will be repaired. If irreparable, it may be replaced with the same or equivalent product. Refunds will only be considered if repair or replacement is not reasonably possible.
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8. Refund Processing (Where Approved)
Where a refund is approved:
1. Refunds will be processed within 30 (thirty) business days;
2. Refunds will be issued via the original method of payment unless otherwise agreed;
3. Card payments will not be refunded in cash.
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9. Return Shipping and Risk
Unless goods are confirmed defective:
1. The customer bears the cost and risk of return shipping;
2. Olivemart is not responsible for goods lost or damaged during return transit;
3. Trackable and insured shipping is strongly recommended.
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10. Abuse of Policy
Olivemart reserves the right to refuse returns or future transactions where there is evidence of:
1. Repeated or excessive return patterns;
2. Fraudulent claims;
3. Intentional damage;
4. Attempts to exploit return rights.
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11. Limitation of Liability
Olivemart shall take reasonable care to ensure that goods supplied are of acceptable quality and free from manufacturing defects.
To the fullest extent permitted by law, Olivemart shall not be liable for any loss or damage arising from:
· Incorrect installation;
· Electrical faults beyond Olivemart’s control;
· Improper storage or maintenance;
· External factors such as power surges, water ingress, or environmental exposure.
Under no circumstances shall Olivemart be liable for any indirect, consequential, incidental, special, or punitive damages, including but not limited to:
· Loss of profits;
· Loss of business opportunity;
· Loss of data;
· Loss of use;
· Damage to property arising from improper use of the goods.
Olivemart’s total liability in respect of any claim relating to goods supplied shall not exceed the purchase price paid for those goods.
Nothing in this policy excludes or limits liability where such exclusion or limitation is not permitted by law.
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12. Indemnity
The customer agrees to indemnify and hold harmless Olivemart (Pty) Ltd, its directors, employees, agents, and related persons against any loss, damage, liability, claim, or expense arising from:
1. Improper use, misuse, or abuse of the goods;
2. Use of the goods for purposes other than their intended use;
3. Installation performed by unqualified or unauthorised persons;
4. Failure to follow product instructions or safety guidelines;
5. Any modification, alteration, or repair not authorised by Olivemart or the manufacturer;
6. Any claim brought by a third party arising from the customer’s use of the goods.
This indemnity shall not apply to the extent that any loss is directly caused by the gross negligence or wilful misconduct of Olivemart.
13. Risk and Inspection Upon Delivery
Where Olivemart arranges delivery, risk in the goods shall remain with Olivemart until the goods have been delivered to the customer at the nominated delivery address.
If goods are damaged in transit prior to delivery, Olivemart will, upon verification of the damage, arrange for repair, replacement, or collection of the damaged goods at no additional cost to the customer.
Customers are required to inspect the goods as soon as reasonably possible after delivery and must notify Olivemart in writing within 7 (seven) days of:
1. Visible damage to packaging or goods;
2. Missing items or components;
3. Incorrect goods supplied.
4. Customers may be requested to provide clear photographs of the damaged packaging and goods to assist in processing a claim.
5. Failure to report transit damage within the prescribed period may affect the ability to process a claim, unless the customer can demonstrate that the damage was not reasonably detectable at the time of delivery.
14. Customer-Arranged Collection or Courier
Where the customer collects the goods personally, or appoints a third-party courier not arranged by Olivemart, risk shall pass to the customer upon collection or handover to the nominated courier.
Olivemart shall not be responsible for any loss or damage occurring after risk has passed to the customer in terms of this clause.
15. Amendments
Olivemart reserves the right to amend this policy at any time. The version applicable at the time of purchase shall apply.