REFUNDS & RETURNS POLICY

1. Introduction

1.1. Colortone (https://colortone.co.za/products/) is an e-Commerce/online shop that sells a range of premium wood finishes (and related, other products) in South Africa with delivery nationwide.

1.2. Colortone therefore oversees responsibility for delivery, quality control, returns, refunds and cancellations.

2. Colortone Standards

2.1. Colortone undertakes to hold responsible any third-party claim arising out of any aspect relating to the shipment and delivery of products to customers and/or the return of such products by customers to the relevant party.

2.2. Colortone shall communicate with customers through the contact details provided or account created with the customers permission i.e. acceptance of the Terms & Conditions and Privacy Policy from info@colortone.co.za or +27 21 703 1553.

2.3. Colortone will facilitate all returns, refunds, cancellations and/or warranty claims under the relevant provisions of the Consumer Protection Act 68 of 2008 (“CPA”) and its relevant regulations claimed by the Customer.

2.4. Any refund or return process not dealt with in this policy document shall be dealt with in terms of the applicable provisions of the CPA.

3. Product Packaging

3.1. Colortone shall at all times ensure that products are shipped in their original packaging, securely boxed or wrapped to avoid damage during transit thereto and include inside or on such packaging:

  • 3.1.1. product range brochure
  • 3.1.2. return reference numbers.

4. Product return

4.1. Colortone’s return and cancellation policy shall, as a minimum, include that customers may return any products, if the products are unwanted or the customer has changed his/her mind about wanting the product, within 30 (thirty) days, provided that:

  • 4.1.1. the product returned is undamaged, in its original condition and unused with all original packaging, seals, and labels still in place;
  • 4.1.2. a return request has been logged by the customer with the company at info@colortone.co.za within 14 (Fourteen) days of delivery of the product;

4.2. If the customer logged a return request within the specified time, Colortone shall be required to deal with that request and exchange the product, refund the customer or report to the customer in terms of any investigation process in terms of clause 5.2 within 7 (Seven) days of the return request.

5. Damaged and defective products

5.1. Colortone shall be required to return and exchange any damaged or defective products or products delivered with missing items provided that the customer logged the return request with Colortone within 14 (Fourteen) days of delivery of the product noting the reason for the return request as being such defect, damage, or incorrect.

5.2. Colortone shall be required to exchange or refund all products that have been delivered damaged, defective or incorrect at no charge to the customer provided that Colortone shall be entitled to inspect products returned.

5.3. Damage to and/or defects in products will not include:

  • 5.3.1. normal wear and tear or faults as a result thereof;
  • 5.3.2. damage caused by abuse or incorrect usage of the product;
  • 5.3.3. damage caused by electrical surges, rust or corrosion;
  • 5.3.4. damage caused by inadequate product care;
  • 5.3.5. damage caused by unauthorised product alterations; and
  • 5.3.6. a misunderstanding or misapprehension of the specifications of any product.

5.4. If a product is returned by a customer in a damaged state, used to a degree, tampered with or refusal to return on request, Colortone shall be entitled, in its sole discretion, to refuse the return request.

6. Refunds

6.1. Colortone shall be required to refund to the customer the price paid for products under the terms of this policy but only to the same credit card or by EFT into the customer’s nominated bank account (as per the registered account/profile details) and cannot be made in cash.

Colortone will liaise with the customer to decide on a replacement product or to be refunded.

6.2. Replacement products will be shipped within 3-5 working days.

6.3. Refunds will be made within 5-7 working days.