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REDFERN RETURNS POLICY

We want you to be happy with your purchase. If you are not completely satisfied, you can return the product to us and we will either repair/replace it, or credit your account, subject to the below terms.  

Instances/Reasons for Return.

There are specific terms based on the reason for the return.

  1. I changed my mind or I ordered the wrong product. [Text Wrapping Break](The mistake was with me.) Steps followed:
    1. Please email us at  onlinesales@redfern.co.za with your order or invoice no, informing us of your intention to return the goods.
    2. You may physically return the goods to one of our offices 
      1. Johannesburg: Unit 8 & 9, 97A Pebble Lane, Clayville, Johannesburg, 1666 or  
      2. Cape Town: 11 Bosmansdam Road, Milnerton, South Africa or 
      3. Durban: 199 Percy Osborn Road, Morningside, Durban or  
      4. You may courier at your cost the goods to our Johannesburg: Unit 8 & 9, 97A Pebble Lane, Clayville, Johannesburg, 1666. 
    3. Once we have received the goods they will be inspected to make sure they are still in their original condition. 
    4. Once confirmed we will process your refund or exchange the products for others should you wish, this typically takes place within 10 working days of receiving the goods. 
    5. Please note that we only refund the payment method that you originally used – i.e. payment by credit card will be refunded to the same credit card, payment by Instant EFT. No cash refunds are made.
  2. The product is faulty or elements are missing. Or I received the wrong product or does not match the description and/or image. Steps followed: 
    1. Please email us at onlinesales@redfern.co.za with your order or invoice no, informing us of the issue please attach images of the faulty products. 
    2. Once the email & images have been reviewed we will organise our courier to collect the goods from you, this typically takes 1-2 working days. 
    3. On receipt of your goods we will physically inspect the products to confirm the fault and if confirmed proceed to either replace the products or refund you per your preference this typically takes place within 10 working days of receiving the goods. 
    4. Please note that we only refund the payment method that you originally used – i.e. payment by credit card will be refunded to the same credit card, payment by Instant EFT. No cash refunds are made.
  3. The product arrived damaged. Steps followed: 
    1. Please email us at onlinesales@redfern.co.za with your order or invoice no, informing us of the issue please attach images of the faulty products. 
    2. Once the images have been reviewed we will organise our courier to collect the goods from you, this typically takes 1-2 working days. 
    3. On receipt of your goods we will physically inspect the products to confirm the fault and if confirmed proceed to either replace the products or refund you per your preference, within 10 working days of receiving the goods. 
    4. Please note that we only refund the payment method that you originally used – i.e. payment by credit card will be refunded to the same credit card, payment by Instant EFT. No cash refunds are made.
  4. The label is not compatible with my printer. Steps followed: 
    1. Please contact our support team on 086 073 3376 or at support@redfern.co.za with your order or invoice no, informing us of the issue indicating the make and model of your printer. Should you email us please be sure to provide us with your contact details in case our support team needs to contact you. 
    2. Once we have confirmed our labels are not compatible with your printer we will organise our courier to collect the goods from you, this typically takes 1-2 working days. 
    3. On receipt of your goods we will physically inspect the products to confirm that they haven’t been unduly damaged and that no more than 5% of the quantity of product has been used i.e. 5 sheets of a 100 sheet pack. Once this has been confirmed we will process your refund and this typically takes place within 10 working days of receiving the goods. 
    4. Please note that we only refund the payment method that you originally used – i.e. payment by credit card will be refunded to the same credit card, payment by Instant EFT. No cash refunds are made. 

Instances where a return/refund is not possible regardless of the reason. 

  1. Products that are on sale. 
  2. Products that are end of line or have been discontinued. 
  3. Products that have been used, but are without fault. 
  4. Products that are sold as a part of a bundle and you only want to return some of the products in the bundle (not the entire bundle). 
  5. Products that have been customised in any way. 
  6. Products that are not in their original packaging.

Our Terms:

Preparing your products for a return

To ensure your request is processed as quickly as possible you are responsible for the following when returning your products;

  1. package your products safely and securely for protection during transit; 
  2. clearly mark your return reference number on the outside of the parcel; and 
  3. include all accessories and parts that were sold with the product. 

Failure to adhere to any of these requirements could delay the processing of your request or result in its decline altogether. 

Standard Warranty 

If you have received a product which turns out to be defective or otherwise of poor quality, please notify us as soon as reasonably possible after you become aware of the defect or poor quality, but in any event within 6 months after delivery / collection of the product. 

Charges and refunds:

If you return a defective product to us, but you fail to return all of the accessories and parts that were sold with that product, we are entitled to (subject to applicable law) refuse the return, or only to replace the item that you did return; or to estimate the value of the missing accessories and parts and to credit or refund you in respect of the returned item only. 

If you return a product that does not comply with this Policy, you may be liable to reimburse Redfern for the cost of collecting the product from you and the cost of having the product returned to you. Under no circumstances will donations you make on our Website, or any goodwill credit you may receive from us, be refunded. 

Please note that we only refund the payment method that you originally used – i.e. payment by credit card will be refunded to the same credit card, payment by Instant EFT. No cash refunds are made.

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