Returns & Refunds Policy
At CementiqueSA, we want you to receive the correct products in good condition. Please read the following returns, refunds and warranty requirements before placing your order.
Order Cancellations
Customers may request cancellation of an order within 1 day after payment has been made.
Cancellation requests must be submitted by email to info@cementiquesa.co.za and must be in writing and signed by the original purchaser.
Return Conditions
Products may only be returned if they are unused and in their original packaging.
All accessories, manuals, parts and other items supplied with the product must be returned.
Proof of purchase, such as the original invoice, receipt or order information, is required.
Returns will not be accepted after 15 days. A handling fee may be charged on goods returned where CementiqueSA is not at fault.
Products That Cannot Be Returned
The following products or circumstances are not eligible for return:
- Used pumps or accessories
- Products that have been installed, modified or damaged after delivery
- Customised, specially ordered or customer-specific products
- Damaged products where the damage was not caused during delivery
- Sale, discounted or promotional products
Pumps and other equipment may need to be inspected or tested before a return, refund or warranty claim is approved.
How to Return a Product
Customers must contact CementiqueSA before returning a product. CementiqueSA will handle the return process and may arrange collection from the customer.
Returned products must be securely packaged and returned in their original box.
Where a courier is used, a trackable service is recommended.
The cost and risk of returning a product will depend on who is responsible for the return.
Damaged Products
If a product arrives damaged, please contact CementiqueSA immediately after receiving the delivery.
Photographs of the product and packaging must be sent by email to assist with the claim.
CementiqueSA will deal with the courier or transport company and will arrange the collection or replacement of goods damaged during delivery. CementiqueSA will cover the applicable return or replacement delivery cost for goods damaged in transit.
Incorrect or Missing Products
If you receive the wrong product or any part of your order is missing, contact CementiqueSA immediately after delivery.
CementiqueSA will arrange the necessary collection or replacement and will cover the related delivery or return costs.
Warranty Claims
Products carry a warranty period of 1 year, although warranty terms may differ between products and manufacturers.
Warranty claims must be submitted by email and proof of purchase is required.
The supplier will inspect or test the product before a warranty claim is approved.
Where a product is confirmed to be defective and the warranty claim is approved, the product will be replaced.
CementiqueSA will cover the transport costs associated with an approved warranty claim.
Warranty Exclusions
The warranty does not apply where the problem results from:
- Incorrect installation
- Misuse
- Lightning
- Power surges
Products that have been incorrectly installed or damaged through misuse may not be returned or accepted as warranty claims.
Inspection of Returned Products
Returned products are inspected before a refund is approved. The inspection may include checking for defects, improper installation, misuse and whether the product has been used for its intended purpose.
The inspection normally takes approximately 4–5 business days.
If a return does not meet the applicable return conditions, the refund may be refused. The customer will be notified by email and the product may be returned to the customer at the customer’s cost.
Refunds
Refunds are processed by CementiqueSA within 3 business days after the returned product has been inspected and the refund has been approved.
Refunds are paid by EFT and are made using the same payment method originally used for the purchase.
Original delivery charges are refundable. Return shipping costs are not refundable.
A handling fee may be deducted where CementiqueSA is not at fault.
Depending on the circumstances of the return, a partial refund may apply.
Contact Us
For returns, refunds or warranty claims, please contact CementiqueSA:
Email: info@cementiquesa.co.za
Telephone: 082 891 1642
Please provide your contact information and invoice when submitting a return, refund or warranty request.