We want you to be happy with your purchase. If you are not completely satisfied, you may return the product to us and we will either repair/replace it or credit your account, subject to the terms below.
Unwanted products
You may return an unwanted product provided that:
- it is undamaged and unused, with original labels/stickers still attached;
- it is in the original packaging, undamaged and in original condition with seals intact (if applicable);
- it is not missing any accessories or parts; and
- you log a return via email within 7 days of delivery.
After 7 days, you may only return a product if it is defective within 6 months from delivery.
We may collect the product, however delivery/transport costs will be charged (unless the return is due to our error). Our courier may refuse collection if the product is not properly packaged for transport.
Once we’ve inspected and approved the return, we will credit your account with the purchase price less transport costs. Refund/credit processing can take 5–10 working days to reflect.
Not what you ordered / incorrect item received
If we accidentally deliver the wrong product, or if the product is not as described, or accessories are missing, please notify us. We will collect the product at no charge and, at your choice:
- deliver the correct product (if available), or
- credit/refund you for the product amount after the return is validated.
Products not eligible for returns
- Products made to your specifications or personalised, unless defective.
Products damaged on delivery
If a product is damaged at delivery/collection, please log a return via email as soon as possible. We’ll arrange collection at no charge and, once validated, we will repair/replace or refund.
Defective products
A defect is a material imperfection in manufacture or a characteristic that makes the product less acceptable than reasonably expected.
This is not regarded as a defect:
- normal wear and tear
- negligence, misuse, or incorrect use
- poor care/maintenance
- unauthorised alterations
- a product that is accurately described and fit for purpose, but doesn’t suit your preference
How to log a return
Email sales@proware.co.za with:
- Order number
- Product name(s)
- Reason for return
- Photos (if damaged/defective)
