Online Store Terms & Conditions

We endeavour to create a marketplace in which any problems can be addressed in a friendly manner. In the case of returns, refunds and faulty items we will make every effort to mediate a positive resolution. Our terms require that products are described and photographed clearly, as well as packaged in a manner to ensure they arrive in the best condition.

 

Returns for Credit or Refund

Products supplied in accordance with the buyer’s order can only be returned with our express approval on the following conditions:

(a) Requests to return products must be submitted within 7 days from the date of receiving your email confirming your order has been despatched.

(b) Where the return of products is accepted (for credit or refund at our/the sellers discretion) they must be delivered at the buyer’s expense to Smits Group Ltd in original condition and packaging to the address specified on the acceptance of the claim.

(c) Returned products are the buyer’s responsibility until they reach us; 

(d) We shall not be responsible for misdirected shipments or products lost or damaged in transit;  

(e) Any refunds (at our discretion) will be refunded in the form of the original payment method used by the buyer (excluding all delivery charges) and a 10% restocking fee may apply.  House of Kolor branded products is non-refundable;

(f) When returning goods it is imperative that buyer repackages goods adequately to prevent damage in transit and retains proof of delivery until we can confirm receipt of the item. We do not accept any responsibility for any returned item that goes missing or is damaged in transit; 

(g) We will not refund “specials/sale” items.

 

Faulty Returns

We will provide product replacements or refund for faulty goods on the following conditions:

(a) Requests to return products must be submitted within 7 days from the date of receiving your email confirming your order has been despatched.

(b) Where the return of products is accepted they must be delivered at the buyer’s expense to Smits Group in original condition and packaging or repackaged to a high standard where necessary (please see (f));

(c) Returned products are the buyer’s responsibility until they reach us; 

(d) We shall not be responsible for misdirected shipments or products lost or damaged in transit; 

(e) We reserve the right to assess the condition and age of the returned goods prior to offering a replacement or refund;

(f) If we deem the goods as faulty, buyer shall also be reimbursed for the cost of returning the goods. We reserve the right to request for a copy of the invoice of such costs paid by the buyer;

(g) Any refunds (at our discretion) will be refunded in the form of the original payment method used by the buyer;

(h) In the case of returns requests after 7 days from date of shipping, each case will be considered on the terms of the individual seller;

(i) In the above case (h), it is the buyer’s responsibility to bear any return costs involved and adhere to individual manufacturer warranty instructions;

(j) We will not refund “specials/sale” items.

 

Buyers Obligation

It is important that during the order process you enter the correct delivery address. If there is any error in the address specified, redelivery to the correct address will incur an additional delivery charge.

Please choose a suitable address for delivery where someone will be available to receive it. In most cases, orders are sent 'signature required' for security, so consider choosing a workplace delivery. NB> Courier companies deliver more often to business addresses, so it can be an advantage to use your work address.

It is your responsibility to notify us if an order is not delivered when expected. We will then contact the courier company for clarification. In most instances with products delivered by courier, a tracking number will be provided to you when your order has been despatched.

We will not be held liable for any loss or damage arising from a late or missing delivery. A late delivery does not constitute reasonable means to cancel an order.

Please check dispatch times on each listing. Dispatch days are counted as business days. Couriers can sometimes be delayed, we cannot be held responsible for couriers that fail to meet their advertised deadlines. We will help with tracking and finding a way to get your order to you as quickly as we can. However once a parcel is on a courier van, we have no control over the time it is delivered.

If you require an order urgently, please contact us to check on dispatch times and please notify us in a message at the cart if your order is urgent.

 

Rural Delivery

As per above, delivery to such addresses may incur additional freight charges which the buyer pays for prior to dispatch of goods. The buyer must allow a longer delivery time to such addresses. If a rural charge is stated, that option must be selected for an RD delivery.

It is the buyer’s responsibility to order early if buyer’s address is on the rural delivery service. We will not be held liable for any loss or damage arising from a late or missing delivery. A late delivery does not constitute reasonable means to cancel an order.

 

Overseas Delivery

If overseas freight costs are stated on a listing that indicates the item can be sent overseas. If you are interested in an item without an overseas freight option, please use the 'Got a Question?' function on that listing page. In most cases we can arrange freight to overseas destinations.

Please allow for plenty of time for deliveries overseas. In the case of postage, we cannot track the delivery so please choose carefully and enquire if you are unsure.

 

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