Shipping & Returns
Milex is confident that you will be satisfied with every purchase you make. However, if you experience any problem or concerns, please refer to the options provided for below. Should you wish to return a product, please note that you will have to send this directly to our head offices in Johannesburg. For additional information or assistance, please call our Customer Care Centre on +27 11 444 8800
Milex’s Return Policy
You may only return a product or request a refund if the product is damaged prior to delivery; if the product is faulty on delivery; or if the incorrect product was delivered. In such a case, no returns or refunds will be accepted after 7 (seven) days of delivery of the product.
The product will not, under any circumstances, be returned or refunded if the original packaging has not been returned with it. In the event that the product is faulty on delivery, Milex reserves the right to first attempt to remedy the fault, prior to considering your request for a refund.
Should you request a return and/ or refund on receipt of the product for any reason other than the product not being damaged, incorrect or faulty, Milex has the right to charge the recipient the delivery, administration and handling fees for that product and the balance will be refunded.
Should you request an exchange, please note that Milex doesn’t guarantee the replacement of returned products, as this is subject to stock availability and reason for exchange.
Please note that Milex endeavors to refund you in the same manner in which you paid Milex.
Milex offers the following forms of refund:
- credit note or Online voucher.
- electronic transfer directly into your account.
- cash (if the original payment was made in cash). Kindly note that due to the risks associated with carrying large sums of cash in our stores, refunds under R300.00 are made in cash while larger amounts will be transferred into your account within 48 hours.
- credit card (by reversal back to your credit card).
Our Shipping and Delivery Procedures
You can now TRACK your physical package delivery status with our new delivery company!
Please go to Fastway website and click on the Track Your Parcel. Use tracking number received on SMS notification.
We do not deliver any products outside of South Africa. If you are outside of South Africa, your order will be cancelled. ** THIS INCLUDES NAMIBIA ** Please do not try to register if you are not within the South African border.
If you want to return a product, you will have to send it into our Head Office in Wynberg in order to get a refund. Go to the Contact Us page for Address details. A 7 Day Money Back Guarantee is afforded on all products (Ts & Cs apply).
All orders placed which are over R1000 are free of delivery charge. This is ONLY for orders placed on the internet, and does not relate to orders placed via phone. Delivery charges for furniture is based on each individual sale depending on the area.
Description of Order Status is as follows:
Received: This is the default status for new orders. This means that the order is still waiting to be worked on.
Processing: The order has been entered into the Milex Mail Ordering System and a new ref. number has been generated. If this is the status, you can call Customer Care to track the order. This does not mean the order has been given to our Courier company, merely that it is in our Mail Ordering System awaiting to leave dispatch.
Shipped: Once it has been given to the courier company, you can track the package on the Fastway website with the tracking number no. given.
Cancelled: Normally used if the customer has requested the order to be cancelled, or no payment was received via Internet Transfer/Cheque order.
Fraud: If the order is deemed to be part of a Fraudulent action, the order will be updated to “Fraud” and the transaction will be reversed.
Awaiting stock: Some of the time, an item will be out of stock, it will be put onto Back-Order until the new stock items arrive.
Waiting for Payment Confirmation: This is the default status for all orders that are made with the Internet Transfer. Once confirmation is received, this will be updated to “Processed”
Please allow between 7 and 14 working days for delivery. A 7 day guarantee is applied to all products. A physical address is needed to send the products as we use a courier service. If you put in a P.O. Box, you will be asked to change it depending on the size of the order.