RETURNS AND REFUNDS POLICY
BACKGROUND:
Atlas Eco 1 (Pty) Ltd is committed to providing you with the best customer service and is therefore obligated to implement the necessary regulatory requirements as per guidelines set out in the Consumer Protection act, Act 68 of 2008, ensuring all cancellations and product returns are dealt with fairy and efficiently.
We have a 7-day return policy, which means you have 7 days after receiving your item to request a return.
TYPE OF RETURNS ACCEPTED FOR REFUNDS:
As per the Electronic Communications & Transactions Act, clients may return goods within 7 days of delivery. Atlas Eco 1 (Pty) Ltd will only accept returns in the following instances.
- Damaged Goods
- The product has been reported as visibly damaged by the recipient upon delivery and has clearly marked the item as damaged on the delivery slip, or reported as damaged after unboxing, withing 24 hours of receiving goods.
- The recipient (owner of the goods) has signed for the receiving of goods.
- For Damaged goods, Atlas Eco 1 (Pty) Ltd will arrange a collection at a time that will suit you and will provide you with a refund or exchange.
- Defective Goods
- Conditions are met: The product is still under warranty and has been proven not to be tampered with, forcefully mishandled, used incorrectly or used in the wrong application.
- Investigations have been completed:Atlas Eco 1 (Pty) Ltd will investigate and test the goods and determine the reason for the defect, whereafter the findings will be communicated to you, within 7 days after receiving the defective item.
- Process: Stop using the item, immediately after you have found it to not be performing as intended, in order to prevent further damages to the product and possible injury. Contact Atlas Eco 1 (Pty) Ltd via email (info@atlas-ecopaint.com), to have the goods collected.
- Incorrect or Partial Delivery
Atlas Eco 1 (Pty) Ltd will only provide a full refund or product replacement for defective goods when and after:
If the incorrect goods have been delivered to you, we will uplift and provide you with a full refund or exchange, as soon as reasonably possible. In the case of partial delivery, you are welcome to either wait for the balance of the order to be delivered, as per newly communicated and agreed upon time frames, or cancel the complete order for a full refund. Please note, that full refunds will only be accepted if proven that the sales person or delivery team did not communicate product shortages or alternative delivery dates before the initial delivery was made.
TYPE OF RETURNS NOT ACCEPTED FOR REFUNDS:
- Proof of purchase record not provided:If the original proof of purchase receipt and invoice cannot be provided, we cannot provide you with a refund.
- Customized items:Atlas Eco 1 (Pty) Ltd will not be able to refund paint products tinted to specified requirements.
- Partially used items.
- Items not in their original packaging.
- Items of which the tamper-proof seals have been broken.
- Sale items.
Please ensure the correct goods are purchased before installation takes place. Always check size, direction, colour, weight, chemical, and technical properties before making your purchase.
REFUND TRANSACTION PROCESS:
- No cash refunds will be made for online purchases. Only EFT transactions are allowed.
- A refund request form, encompassing a unique tracking number, will be emailed to the customer for completion. Upon receipt of the completed refund request form, the request will be logged for processing.
- The customer must provide the correct banking details (proof of bank account from your bank not older than 3 months).
- We will not be held liable for payments made to the incorrect bank account.
- For refund claim requests, please contact us via email: accounts@atlas-ecopaint.com.
NEED HELP?
Contact us at info@atlas-ecopaint.com for questions related to refunds and returns.