Returns Policy – Online Transactions
Goods may only be returned under the following circumstances:
Defective goods may be returned within 6 (six) months after purchase of the goods as long as the customer can provide the relevant order or invoice number to track the transaction. ARDAGH GLASS PACKAGING SOUTH AFRICA (PTY) LTD registration number 2006/034503/07 (hereinafter referred to as “AGP – SA”). has the right to inspect
and investigate the alleged defect. If AGP - SA confirms the defect, AGP - SA may then approve either that the items be replaced, or a refund be paid for the (Rand) value of the defective goods and delivery costs paid provided that:
Goods were used for their intended purposes.
Goods were cared for according to the wash/care instructions
Please Note: Wear, tear and customer negligence are not covered by this clause
Damaged or Incorrect Goods
For a claim to be accepted, customers need to log a return via the website within 7 (seven) working days if goods were damaged or incorrect upon receipt of delivery:
The following will be required:
A photograph of the outer box (including whether it included a fragile sticker or not);
A photograph of the inside of the box, including the inner packaging;
A photograph of the damaged or incorrect goods.
If necessary, goods will be collected at no charge. Once the product and/or photographs are validated by AGP -SA, the return will be processed according to the customers’ preference:
- Replacement of the product (if available); or
- Issue of a refund voucher for the purchase price; or
- Issue a refund, using the same method of payment used for the purchase (including delivery cost paid).
- The returned stock is not in its original sealed packaging as per AGP -SA specifications.
- If the incorrect returned stock is not in a condition to be resold.
- If the returned stock has been opened or used in any way.
- No bulk lids, correctly supplied, may be returned once they have left AGP- SA ’s premises.
Bulk Goods (Cartons)
Due to risks of food safety contamination (physical, chemical, and microbiological or any others) returned stock will not be accepted:
If customers have not reported the incorrect order within 7 (seven) working days after receipt of delivery.
Section 44 of the Electronic Communications and Transactions Act allows a customer 7 (seven) working days to return a 'change of heart' product for a full refund. The goods must be sent back to AGP - SA at the Customer’s own cost. Goods returned need to be in original condition and packaging and in a resalable condition, thus unused.
How to package an item to return:
The returning product must be in its original packaging in the box it was delivered in (or similar quality box), with as much padding and protective packaging to protect the glass as it was delivered with. If the returning product has not been packaged properly and is damaged, AGP -SA has the right to and will reject the return. It is the customer’s responsibility to package the goods correctly. The courier company collecting the parcel will take care of all necessary documentation.
How refunds are processed:
Please note that refunds will only be processed based on the original payment method used – i.e. payment by credit card will be refunded to the same credit card, payment by Instant EFT will be refunded to the nominated bank account. The refund amount will be for the purchase price of goods. In the case of damaged and defective goods courier charges may be refunded, however only AGP-SA will have the right to decide that.
The cost of the courier delivery fee to send the item back within the cooling - off period will be deducted from the amount refunded.
The refund process begins after evaluation and validation of the return has been completed by AGP-SA.
Refunds are processed within 8 to 10 (eight to ten) working days of validation of return.
EFT refunds can take up to 3 (three) working days to reflect once processed due to banking timelines.
Refunds to the card used for payment will reflect within 10 working days of being processed. Please note that this lead time is the maximum time scale as advised by the banks.