Refund policy
Wrong item, missing parts or damaged on arrival issues:
Please inspect your order upon reception and contact us immediately if the item is defective/ damaged on arrival, if you received the wrong item or if there are missing parts, so that we can evaluate the issue and make it right. We will ideally issue a replacement unit or we will ship out the missing part; if we do not have replacement stock available we will process a refund.
These items must be returned within 30 days of delivery. Items will not be considered damaged on arrival if they are damaged by you, damaged due to electrical surges or if they work as promised but have been used for unintended purposes.
These units must be returned in their original packaging and with all cables, power supplies, documentation, accessories etc.
Changed your mind or exchanges:
If you have changed your mind and no longer want the item; or if you purchased the wrong item you may return it to us within 30 days for a refund or exchange.
If we have provided incorrect, inaccurate or insufficient information that lead to the customer purchasing the incorrect unit we will cover the return shipping charges. However, if we have provided the customer with the necessary information to make an informed purchasing decision we will expect the customer to either return this unit using their own courier or we will charge for the return delivery by deducting it from the proceeding refund. We urge customers to please read product descriptions carefully and ensure they are aware of what they are purchasing before checkout.
These units must be returned in their original packaging and with all cables, power supplies, documentation, accessories etc. These returns will be rejected if the packaging has been damaged, ripped, written on or if the products have been damaged and/ or visibly used.
Defective items or warranty claims:
Most of our products are sold with warranties which can be seen on their respective product pages. These warranties cover any faults, damages or defects arising from the normal use of the products and exclude any faults arising from:
- normal wear and tear (that means the normal damage that occurs over time)
- damaged by you through negligence
- damaged by electrical surges or sea air corrosion
- damaged because you modified it
- if they work as promised but have been used for unintended purposes
These warranties will begin on the date of delivery until the warranty period is up. All defective merchandise must be returned with all cables, power supplies, documentation, accessories etc.
We may run through some basic troubleshooting prior to accepting the return to perhaps see if we can resolve the issue before organising a return shipment. However should that fail we will organise to collect the unit.
Once we receive the item, we will inspect it to ensure the unit is correct and that the fault is with the unit. If we find the fault; the unit will be repaired, replaced or if necessary refunded. Please note that if no fault is found we reserve the right to request you collect the unit again at your own cost so please make sure the fault lies with the unit and not other components or parts of your system.
Please keep an eye on your emails during the inspection process as we may require further information to validate a fault.
Manufacturer Warranties:
Some items have manufacturer warranties. With a manufacturer warranty, the manufacturer handles the return of any defective items themselves.
When you log the return of a defective item with a manufacturer warranty, you will receive the contact details of the relevant manufacturer. You must then contact that manufacturer directly.
Digital Products and Software:
You can only return digital items (such as electronic vouchers, gaming codes, online course codes, or other digital downloads) if they are defective or incorrect (such as missing pages or when the code does not work). You must let us know as soon as possible for an effective resolution.
We will investigate the problem and in most cases can resolve the issues remotely otherwise we will ship you a replacement free of charge.
Non-returnable items:
Items you cannot return will be marked as non-returnable in the product description. There are exceptions to these rules, for example if we delivered the wrong item, if the item arrives damaged, or if it is defective. If you’re unsure whether your return will be successful, please contact us and we can make sure.
Examples of non-returnable items are:
- digital items, such as electronic vouchers, gaming codes or other digital downloads
- computer software that has been unsealed
- ink, even if you purchased the wrong ink if it has been unsealed we will reject these returns
- consumables such as replacement mop pads etc.
Return Process:
To start a return, you can navigate to the 'Submit Return' button at bottom of our website or alternatively contact us at admin@thehob.co.za.
You can also log a return by following this link:
Please note that returns will need to be sent to the following address: unit 11b, 6 Esso Road, Montague Gardens, Cape Town, South Africa, 7441.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Please package your return carefully to prevent damage during transit.
You must make sure of the following:
- Items must be in their original product packaging with all the accessories and parts included, and all seals must be intact (if applicable).
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You must return the correct item. If you return the wrong item to us we will not process your return and reserve the right to dispose of the unit. Please contact us immediately if you have returned the wrong item to avoid disposal and a negative outcome.
- If we reject your return, we will request you collect the item or will charge you to send the item back to you. If we can’t deliver the item to you within 30 days of its return having been rejected, for example because you are unavailable or you refuse delivery, we will consider the item abandoned and may dispose of it.
You can always contact us for any return question at admin@thehob.co.za.
Refunds:
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at admin@thehob.co.za.