This policy explains returns and refunds for goods supplied by Basterfield Engineering (Pty) Ltd. It should be read with our Standard Conditions of Sale, particularly the acceptance, warranty and returns provisions. Applicable statutory consumer rights remain unaffected.
Return period
Request an ordinary return within 10 working days of receiving your goods. The goods must also reach our premises within that same 10-working-day period. Request authorisation promptly so that you can meet the return deadline; requesting authorisation does not extend it.
This ordinary return deadline is separate from the warranty and statutory rights explained below. Working days are Monday to Friday, excluding South African public holidays.
How to request a return
Email hello@basterfield.co.za or contact us through our Contact page to request a return merchandise authorisation (RMA) number. Include your tax invoice number, the item code, the date you received the goods and the reason for the return. For damaged or defective goods, describe the problem in writing.
Obtain your RMA number before returning the goods. Include the RMA number and a copy of your tax invoice with the return. Approved returns must be sent to our premises at 121 Koornhof Road, Meadowdale, Germiston, Ekurhuleni, South Africa.
Standard stock items
Ordinary returns of standard stock items require an RMA number and must meet the return deadline. Return the goods in their original packaging and the same condition as supplied, together with your tax invoice. We inspect returned goods before determining the appropriate remedy.
We may charge a 15% processing fee for returns for reasons other than non-conformity with the warranty. Standard stock returns are not subject to the resale condition that applies to goods manufactured to order.
Custom and manufactured-to-order items
Goods manufactured to order, including goods made to a customer's specific requirements, have a different refund condition from standard stock. A refund is conditional on us securing a resale of the returned goods. Returning these goods does not by itself trigger a refund.
Once the new sale has been invoiced, we process the refund through a credit note. We deduct the applicable processing fee and any repair, repackaging or other costs needed to make the goods suitable for resale. There is no guaranteed resale date; the refund-processing period starts when the credit note is issued.
These ordinary-return conditions do not remove applicable warranty or statutory remedies for faulty goods.
Return shipping
Who pays for return shipping depends on the reason for the return. If goods shipped by Basterfield arrive damaged and you report the damage immediately upon receipt, Basterfield pays for the return shipping. Report the damage in writing and contact us for return authorisation before sending the goods back.
For ordinary customer-requested returns, the customer pays for return shipping. For later returns under our commercial warranty, the customer normally pays the shipping cost and is responsible for insuring the goods in transit, unless we agree otherwise or applicable consumer law requires Basterfield to pay.
A later report of damage does not automatically qualify for Basterfield-paid return shipping. We assess the reason for the return and the applicable warranty or statutory rights. Qualifying faulty-goods returns under consumer law are at Basterfield's risk and expense, as explained below.
Refund payments and timing
Refunds are paid by electronic funds transfer (EFT), or by another payment method at Basterfield's discretion, subject to applicable consumer law.
Approved refunds are processed within 5 working days after a credit note is issued. For goods manufactured to order, the resale must first be secured and the new sale invoiced, as explained above.
The five-working-day period covers our processing of the refund. Your bank's processing time may mean that the funds appear in your account later; we cannot guarantee that they will reflect within those five working days.
Faulty goods and your rights
Report goods that arrive damaged, incorrect or short in quantity in writing within 5 working days of receipt. Our commercial warranty normally covers defects in materials and workmanship under normal use for 12 months from supply, unless otherwise specified. Report a defect in writing within 5 working days of discovering it. The warranty's exclusions and third-party manufacturer conditions are set out in the Standard Conditions of Sale.
We inspect warranty returns and may repair or replace non-conforming goods, or refund the purchase price, under the commercial warranty. The 15% processing fee does not apply to returns for non-conformity with that warranty.
Mandatory rights under South African consumer law take precedence. Where section 56 of the Consumer Protection Act applies, goods that fail its quality requirements may be returned within six months of delivery, without penalty and at Basterfield's risk and expense, for the consumer's choice of repair, replacement or refund. The ordinary return deadline, customer-paid warranty shipping and processing fees do not override those rights.