Delivery Times & Returns Policy

 

Where we deliver

ErgoKonzept generally provides for delivery across the whole of South Africa. Certain exclusions may apply, as determined at the discretion of ErkoKonzept or its courier partners.

Shipping charges will be determined on the basis of the final destination, as well as the dimensions and weight of the Products to be shipped.

Free shipping may be offered on certain promotional orders or large orders (currently set at R10,000 – this may change without notice) and will be clearly indicated on the website if an order qualifies for such. If you require further information on our shipping rates, please contact us at [email protected]

Delivery Times

We import all our products from the moll Factory in Gruibingen, in the middle of the Schwabian area of Baden-Württemberg in Germany. We try to keep all the popular items in stock, and order the more unique items in. We seek to always keep the website current, but apologise if any errors happen in stock classification – we will immediately call you after you have made an order if this is the case.

On our product pages, we indicate whether our products are:

1. In our store in Jo’burg (“local stock”). If we have stock of the ordered Products on hand, we will endeavour to arrange for a Courier to transport shipments within 48h of your payment clearing on our bank account. The Courier will take 2-3 days to deliver to you.

2. In the container on the way to SA shores (“on its way”). This means that Products will likely arrive at your place in 3-5 weeks.

3. Need to be supplied by the factory (“back order”). For these items, lead times can range from between 2 to 4 months, depending on the item. In certain cases, we may be able to offer you airfreight at your cost to reduce the lead time.

Please note that, as outlined above, certain items have long lead times that exceed the 30 day delivery period set out in s46 of the Electronic Communications and Transactions Act 25 of 2002, and such items will be clearly identified on the website as such. We will further contact you if this applies to any of the Products ordered by you.

Delivery

Please arrange that you are available to accept your order at the delivery address and that appropriate access is given. On delivery, we will require you (or your representative) to sign and print your/their name on a duplicate copy of the delivery note to confirm receipt.

Any person other than yourself who receives the order at the delivery address is presumed to be authorised to accept delivery on your behalf. Should no-one be available at the delivery address specified by you at the time of delivery, the driver will return the order to the courier company’s warehouse or to ErgoKonzept. The courier company will attempt to contact you to make new arrangements for re-delivery. Should no-one be available on the second attempt, we reserve the right to charge an additional delivery fee.

We have outsourced all deliveries and so we cannot, to the extent permitted by law, be liable for any damage suffered or loss incurred by reason of any acts or omissions of the courier. Our delivery service is not authorised to modify or tamper with your purchase or residence under any circumstances. They are instructed to leave the order in a safe area on your property, if available, or it will be returned to ErgoKonzept. Please note that ErgoKonzept will not be liable for any damages if you have instructed the delivery company to modify, tamper or force the purchase through your entrance.

We request that you inspect your goods prior to signing the delivery document and ensure all goods are received in good working order and free of any damage.  If you note any incorrect items, please ensure the delivery document is marked up accordingly and reject your delivery.


Collections

Please contact us at [email protected] if you would like to arrange for collection of the Products from our facilities.

 

Returns and cancellations

Changing your mind / cancelling your order 

In line with consumer protection legislation, you have up to 7 days from the day you received your order to return it without penalty. The goods need to be in unused condition and in their original sealed and unopened packaging. You will be liable for the direct costs of returning the goods, and any such return may only be processed by a courier approved by ErgoKonzept. All returned items are subject to inspection to ensure they are suitable for a refund. Should returned items not be in their original packaging or in a state that is not suitable for restocking, a fee may apply.

 

Damaged or wrong items at point of delivery

Should an item be incorrect, please contact us on [email protected] to arrange for the earliest convenient collection date. Once returned to ErgoKonzept, the product will undergo an assessment after which the correct item will be dispatched. Any promotional, free or bundled items that were part of a purchase must also be returned.

ErgoKonzept will repair or replace any Products that are damaged during transit free of charge, as long as the delivery document is marked up with the damages that have occurred, and ErgoKonzept is informed of the damage within 24 hours of the delivery of the Products, by email to [email protected]

Faulty items and warranty claims

Email any queries, request or claims relating to warranty claims with any supporting documentation and pictures to [email protected], and we will assess the merits of the claim. All warranty claims will be assessed in accordance with manufacturers’ warranties and guarantees. Please refer to your manual on the details of the manufacturers’ warranties or guarantees.

If your Products are found to be unsafe or to have a manufacturing defect in terms of a manufacturer warranty or guarantee, ErgoKonzept will, at its discretion, either repair or replace the failed, unsafe or defective Products, or refund you the purchase price that you have paid. ErgoKonzept will further reimburse the costs to return the Products should the warranty claim be found to have merit, subject to the return being arranged in accordance with this policy, and the defect having been reported within 12 months of purchase.

You will lose your right to claim if the defect is caused by:

  • Accidental damage
  • Goods used contrary to their instruction manuals
  • Damage caused by misuse or abuse to the goods
  • Products used for a purpose other than the purpose for which they were manufactured
  • Products used outside domestic applications
  • Fair wear and tear

Should a product defect not be covered by manufacturers’ warranties or guarantees, or should the product defects arise after manufacturers’ warranties have expired, and should you wish to have your goods repaired, ErgoKonzept will arrange a repair to take place on your behalf, should such be reasonably possible. An assessment fee may be charged whether or not the repair takes place, and you will be liable for all associated costs of any repairs that are completed out of warranty.

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