Shipping policy

Hygienic Clause 28(3)(a):

In accordance with Regulation 28(3)(a) of Consumer Contracts, we must inform you that items sealed for hygiene reasons cannot be returned once the seal is broken. Products related to personal hygiene and self-care are non-returnable. This includes toiletry products, bathroom products, body braces, foam cushions, wheelchair cushions, stockings, splints, and other items that come into contact with the body. No hygiene products can be returned if the packaging has been opened, as per Public Health Policy.

Return Requirements:

To facilitate the return process, the following items must accompany any return:

• Original proof of purchase must be produced.
• All accessories that come with the product are returned, and complete in all respects.
• Any item received with the product purchased must be returned.
  
• All products carry a 14 day money back guarantee and an exchange if the product is unopened (limitations to Hygenic products) or unused, unless expressly indicated on the product. Thereafter item is to be booked for a repair.
• If the unit is in working order and has been used, a 15% handling fee will be charged, as the product will no longer be sellable.
• All products must be returned in their original packaging.
• Homemark reserves the righ to refer products to our head office for assessment when an in-store decision regarding defect cannot be taken.

Return Requirements for Homeware, DIY & Outdoor:

• No automatic right to return goods unless defective.
• Exchanges/refunds for change of mind are at the retailer’s discretion.
• Item must be unused, in original packaging, with proof of purchase.
• 14-day money-back guarantee

Our goods come with warranties that are consistent with the Consumer Protection Act. We always strive to ensure that the products we deliver to you are of a high quality, and in good working order and without defects.

A defect is defined as a material imperfection in the manufacture of a product or any characteristic of a product, which makes the product less acceptable than one would reasonably be entitled to expect in the circumstances.

The following will NOT be regarded as defects and will not entitle you to a return.
- Faults resulting from normal wear and tear;
- damage arising from negligence, user abuse or incorrect usage of the product;
- damage arising from electrical surges or sea air corrosion;
- damage arising from a failure to adequately care for the product;
- damage arising from unauthorized alterations to the product;
- instances where the specifications of a product, although accurately described on the Website and generally fit for its intended purpose, do not suit you.

Please note that repairs for products damaged by unreasonable use or misuse, or defects resulting from alteration, accident, abuse, or neglect, cannot be collected. If a customer insists on returning such items, they will be liable for all associated costs.

Brand-Specific Warranties:

• Milex: 14-day money-back guarantee. After 14 days, the item must be booked for repair (see "Warranty Against Defects")

Warranty Against Defects: Homemark (Pty) Ltd warrants the product to be free of defects in materials and workmanship for six months from the date of purchase. However, the warranty does not apply to products damaged by unreasonable use or misuse, or defects resulting from alteration, accident, abuse, or neglect.

1. Repair Policy:

   • Faulty products will be repaired within 21 days at appointed service premises.
   • The product must be within the one-year guarantee period, not abused or tampered with, include all accessories, and be returned in its original packaging with proof of purchase.
   • If repair is not possible within 21 days, Homemark Pty Ltd may exchange the product.

2. Authorization for Exchange:

   • If repair is not possible within the stipulated time, an exchange will be authorized following verification of purchase details and product condition.

3. Proof of Return:

   • Adequate proof of return is required before any amount is deducted from Homemark Pty Ltd payment.

Shipping and Delivery Procedure:

• We do not deliver outside South Africa. Orders placed outside South Africa, including Namibia, will be canceled.
• A 14-day money-back guarantee is available on all products.
• Orders over R2000 placed online qualify for free delivery within South Africa.
  

Order Status Descriptions:

• Received: The default status for new orders, awaiting processing.
• Processing: The order is entered into the Homemark system and awaiting dispatch.
• Shipped: The order has been handed to the courier, and a tracking number is provided.
• Cancelled: The order is canceled, typically due to customer request or non-payment.
• Fraud: The order is reversed due to fraudulent activity.
• Awaiting Stock: The item is on backorder until new stock arrives.
• Waiting for Payment Confirmation: Awaiting confirmation of payment for orders made via Internet Transfer.

Refund Process:

1. Request Submission: Submit your refund request through our platform.
2. Validation: Our team reviews your request against our refund policy.
3. Processing: Approved requests are promptly processed.
4. Payment Issuance: You receive confirmation of the refund initiation.
5. Bank Processing: Allow 7-14 working days for your bank to process the refund.
6. Refund Arrival: The refund is credited to your account.

Demo Unit Sales:

Demo units are sold "as is" and are not eligible for returns or exchanges. They may show signs of wear from previous demonstration use. Any potential issues or imperfections are reflected in the discounted price.

By proceeding with the purchase of a demo unit, you acknowledge and accept these terms.

For further assistance, please contact our customer support team.

Please be aware that orders placed after 2 pm on working days will only be processed on the following day. It's important to note that the day of your order does not include transit time. Once you have received your tracking number, you may begin tracking your parcel.

Thank you for your understanding.