Refund policy

Identity Works Customer Returns Policy

1    Purpose:

This document outlines Identity Works' Customer Returns and Refund Process, ensuring compliance with the Consumer Protection Act 68 of 2008 (CPA).

2.      Applicability:

This policy applies to all products supplied by Red Leaf Technology Pty Ltd (t/a Identity Works) that are to be returned by the Customer.

3.      Definitions:

  • Business Day: Monday to Friday, excluding weekends, South African public holidays, and Identity Works' year-end closure period.
  • Business Hours: 08h00 to 17h00 on a Business Day.
  • CPA: The South African Consumer Protection Act 68 of 2008.
  • RMA (Return Merchandising Authorisation): An arrangement where Identity Works accepts returned products for a refund or credit.
  • POPIA: The Protection of Personal Information Act 4 of 2013.
  • VAT: Value-added Tax.

4.      Return and Exchange Procedure:

To initiate a return or exchange within the allowed timeframe, please follow these steps:

Step 1: Submit a Return Request

Email us to request a return or exchange, and we will guide you through the process.

Step 2: Complete the Return Form

We will send you a RMA (return form) via email. Please fill it out and include it in the return parcel.

Step 3: Return the Parcel

You can return the parcel using your preferred courier service. Please note that:

  • Returns are at your own cost
  • All returns must be sent via courier; walk-in returns will not be accepted without management authorization.
  • We recommend insuring your package against loss and damage, as we will not be liable for goods lost during transit.

 Preparing Products for Return:

To ensure efficient processing of return requests:

  1. Package products safely and securely for protection during transit.
  2. Include a copy of the RMA document in the parcel with the returned products and all accessories.
  3. Only return products listed on the RMA document.

Failure to comply may delay or result in the return being declined.

Return Conditions:

  1. Identity Works accepts unbranded products correctly supplied but not suitable for the particular purpose within 5 days from date of receipt.
  2. An RMA is required before returning products.
  3. Products must be returned in original condition, packaging, and unused for a refund or credit.

Collection of Customer Returns:

  1. Identity Works reserves the right to charge for transportation costs related to correctly supplied products.
  2. Transportation costs are based on order size, weight, value, distance, and freight service.
  3. An RMA is required before booking a collection.
  4. Collection dates and times are estimated and subject to volume and location.

Quality Control:

  1. Identity Works strives to supply defect-free products.
  2. If products do not meet quality requirements, customers may return them within 6 months (or 3 months for non-South African customers) for a refund, replacement, or repair.
  3. The following are not considered defects:

*   Normal wear and tear

*   User damage from negligence, abuse, or incorrect usage

*   Damage from electrical surges or sea air corrosion

*   Unauthorized alterations

*   Products not suitable due to specifications

Business Rules:

  1. Product colours may vary slightly from catalogues and website images.
  2. Product sizes are indicated in centimetres and may vary slightly.
  3. Customers must verify product specifications before ordering.
  4. Returned stock without RMA numbers will be sent back to the customer with a handling and delivery fee.
  5. Identity Works endeavours to ensure accurate information but mistakes may occur.

Non-returnable/Refundable Products

Identity Works will not accept returns for:

  1. Customized and Branded products
  2. Personalized or altered products
  3. Incorrectly supplied products already branded or altered
  4. Damaged or used items
  5. Discontinued, sale, or clearance items
  6. Memory sticks and all electronic goods unless faulty
  7. Socks and caps (due to hygiene reasons)

 Cancellations

  1. Identity Works reserves the right to cancel uncollected orders after 15 business days, charging a 10% cancellation fee.
  2. Customized or special orders may incur a full purchase price retention.
  3. A fee of R200 excluding VAT applies per layout for cancelled orders with prior confirmed deadlines.

Handling Fees

A 25% handling fee applies to all returned orders, except for:

  1. Returns for quality assessment (damaged or non-functional)
  2. Incorrectly supplied unbranded products
  3. Incorrectly supplied products branded by Identity Works

Personal Information

Identity Works collects and processes customer personal information in compliance with POPIA to manage returns and refunds effectively.