1. Returns & Refunds
If you are not absolutely satisfied with your new purchase you may return and refund your products subject to producing the original receipt and ensuring the product is in its original packaging and condition.
1.1. Unwanted products may be returned within 14 days from the date of receipt – Kindly complete the return request here
1.2. Raines Africa will refund the price paid for the goods, provided that the goods are still sealed and within their original packaging and have not been used or damaged.
1.3. If the goods are no longer sealed or in the original packaging, a reasonable amount may be charged for the use of the goods or for restoration costs to render the goods fit for re-stocking.
1.4. All accessories and parts must be included.
1.5. We regret that some products cannot be returned.
2. The following products cannot be returned or refunded:
2.1. A product which has been personalized for you or made to your specifications.
2.2. Any flat-pack furniture assembled after delivery, cannot be returned and will be inspected first in the event of a potential manufacturing fault.
2.3. Due to copyright law, licensed software and games cannot be returned or refunded.
2.4. Pre-paid cards, Digital or Physical Vouchers may not be returned for a refund or credit.
2.5. Nursing or maternity and infant feeding products, including (but not limited to) breast pumps, bottles, teats, soothers, pacifiers, formula, maternity underwear, nappies and wipes.
2.6. Delivery and or installation costs.
2.7. Any damaged or abused items.
2.8. Intimate products, lingerie, swimwear, bodysuits or underwear.
2.9. Piercing jewellery.
2.10. Toiletries, personal beauty products or fragrances.
2.11. Foodstuff, beverages or other products intended for consumption.
2.12. Other specified Non-returnable/ non-refundable items
2.13. TV Licensing (This needs to be processed with the SABC)
3. Faulty & Defective product:
3.1. In the unfortunate event that your purchased product becomes faulty or defective within the first six months of delivery, you can ask for the product to be collected for inspection and the following may apply:
3.1.1. The product may be repaired.
3.1.2. The product may be replaced if the supplier confirms a replacement.
3.1.3. You may be refunded for the purchase amount.
3.2. In the event that the product is found to not be faulty, you could be liable for handling and delivery charges; including the collection and the re-delivery of the product to you. You will be liable if the goods are damaged or faulty as a result of misuse, abuse or negligence. Should the product not be in its original packaging, a handling fee of up to 15% of the product’s value may be charged as per the CPA.
3.3. The warranty does not cover any defects caused by foreign objects/connection errors that are not part of the appliance, including but not limited to:
3.3.1. Use other than domestic use by the customer or his/her immediate resident family at the declared address of delivery.
3.3.2. Failure by the customer or any other person to comply with the manufacturers’ instructions for installation, maintenance or use.
3.3.3. The use of accessories which have not been approved by the manufacturer.
3.3.4. The application and/or use of any incorrect or abnormal electrical or water supply to the appliance.
3.3.5. Any defect in wiring, electrical connections or plumbing which does not form part of the appliance at the time of the original purchase.
3.3.6. The presence in the appliance of objects which the appliance is not intended to cope with, such as hairpins, coins and buttons in washing machines, hot food in fridges and chewing gum and wax crayons in tumble dryers.
3.3.7. Neglect, misuse, or willful abuse of the appliance.
3.3.8. Anything related to the appearance of the appliance which does not in Raines Africa sole opinion prevent the appliance from working adequately: this includes but is not limited to cosmetic and manufacturers’ defects such as: discolouring of any part of the appliance, paint peeling off, cracked or broken handles, plates, hinges, wheels, panels, shelves or any portion of the product which is glass.
3.3.9. Rust or the effects of rust.
3.3.10. Repairs or attempted repairs of the appliance by any person other than Raines Africa or its authorized repairers.
3.3.11. Any modification of the appliance by any person other than Raines Africa or its authorized repairers.
3.3.12. Parts or items of the appliance which are expected to wear out before the extended warranty period expires, including but not limited to, batteries, filters, disposable bags, rubber or plastic hose pipes, drive or fan belts, fuses and/or light bulbs cartridges, toners or ribbons.
3.3.13. Fire, food, war, civil disturbance, industrial action, acts of God or any other causes beyond the reasonable control of Raines Africa.
3.3.14. Any defect arising out of the design of the appliance.
3.3.15. Any defect caused by lightning strike or power surges.
3.3.16. Blown or damaged speakers arising from misuse.
3.3.17. Any damage caused due to the use of generic or re-filled cartridges.
3.3.18. Any loss or destruction of, or any damage to any property whatsoever, or any loss expense whatsoever arising there from, or any consequential loss or any liability of whatsoever nature directly or indirectly caused by or contributed to, by or arising from ionizing, radiation, or contamination by radio activity from any nuclear fuel or any nuclear waste from the combustion of nuclear fuel. Combustion shall include any self-sustain process of nuclear fission, or any loss, destruction, damage or disability directly or indirectly caused by or contributed to, by or arising from nuclear weapons material.
3.3.19. In the case of cameras, the warranty does not apply to any accessories, batteries, charges, attachable lenses or additions which do not constitute the main body of the camera. In the case of TV’s; Hi-Fi’s; VCR’s or DVD’s – remotes are not covered.
3.4. In addition, Raines Africa will not be liable for the costs of:
3.4.1. Maintenance, including cleaning, clearing of blockages and overhaul, insect infestation or paper jams.
3.4.2. Work covered by the manufacturers’ recall of the appliance;
3.4.3. Call out charges where the breakdown is not covered by the extended warranty.
3.4.4. And material or labour which are recoverable from the manufacturer or any person who may be held responsible in terms of any other guarantee or warranty.
3.4.5. Raines Africa will not in any circumstances be liable for any consequential loss or damages suffered by the customer whether directly or indirectly related defect in the appliance to the extent permissible by law.
3.4.6. Repairs may not be effected without prior authorization from Raines Africa.
3.4.7. In the case of an authorized repairer being called out for a fault covered by the warranty, the supplier shall pay the repairer for all labor and materials supplied in terms of the warranty, while the customer shall be liable to pay the repairer all other charges, including but not limited to the call-out charge should no defect be found in the appliance.
3.4.8. The repair will be carried out in terms of the warranty within a radius of sixty kilometers from the appointed service agent’s premises. Should the repairer be required to travel beyond this radius, the customer will be charged at the prevailing AA rate per kilometer.
4. Products that qualify for Returns:
4.1. If the wrong item was delivered or is not according to the specifications on the website:
4.1.1. If we accidentally deliver the wrong product to you, or if the product is not as described on the website, please notify us by completing the return request here and we will collect the product from you at no charge.
4.1.2. Once we have inspected the product and validated your return:
22.214.171.124. We could credit your account with the purchase price of the product
126.96.36.199. Refund the purchase price
188.8.131.52. Deliver a replacement product.
4.2. If the item is missing parts or accessories:
4.2.1. If a product is missing any parts or accessories, which should be included as per the website, please notify us by completing the return request here and we will collect the product from you at no charge.
4.2.2. Once we have inspected the product and validated your return:
184.108.40.206. We could credit your account with the purchase price of the product
220.127.116.11. Refund the purchase price
18.104.22.168. Deliver a replacement product.
4.3. If the item is damaged:
4.3.1. Should a product be damaged at the time of delivery, please notify us within 7 days of delivery, by completing the return request here
4.3.2. Once we have inspected the product and validated your return
22.214.171.124. We could credit your account with the purchase price of the product
126.96.36.199. Refund the purchase price
188.8.131.52. Deliver a replacement product.
184.108.40.206. The below products will be assessed at the delivered premises:
220.127.116.11.1. Beds and Furniture
18.104.22.168.2. Large appliances (Fridges/stoves/washing machines and tumble dryers)
22.214.171.124.3. TV’s larger than 40”
4.4. If the item is found to be defective within the first 6 months from the date of purchase:
4.4.1. If goods are defective within the first 6 months from the date of purchase as indicated on your invoice, you may return the goods for a refund, replacement or repair by completing the return request here
4.4.2. Once the damage has been validated as a manufacturing fault we will process a repair or refund as deemed appropriate.
4.4.3. The below products will be assessed at the delivered premises:
126.96.36.199. Beds and Furniture
188.8.131.52. Large appliances (Fridges/stoves/washing machines and tumble dryers)
184.108.40.206. TV’s larger than 40”
4.5. If the item is found to be defective after the first 6 months from date of purchase but within the manufacturer’s warranty:
4.5.1. If goods are defective after the first 6 months from the date of purchase as indicated on your proof of purchase but still within the manufacturer’s warranty as indicated on your warranty documentation, you may return the goods for a repair by completing the return request here
4.5.2. We will return the unit on your behalf to the manufacturer, supplier, or service provider to provide a warranty repair, if valid, and redeliver the repaired or replacement item to you at no additional charge.
4.5.3. The below products will be assessed at the delivered premises:
220.127.116.11. Beds and Furniture
18.104.22.168. Large appliances (Fridges/stoves / washing machines and tumble dryers)
22.214.171.124. TV’s larger than 40”
5.1. A defect is a material imperfection in the manufacture of a product or any characteristic of a product, which makes the product less acceptable than one would reasonably be entitled to expect in the circumstances.
5.2. The following will NOT be regarded as defects and cannot be returned
5.2.1. faults resulting from normal wear and tear;
5.2.2. damage arising from negligence, user abuse, or incorrect usage of the product;
5.2.3. damage arising from electrical surges or sea air corrosion;
5.2.4. damage arising from a failure to adequately care for the product;
5.2.5. damage arising from unauthorized alterations or repairs to the product;
5.2.6. where the specifications of a product, although accurately described on the Website and generally fit for its intended purpose, do not suit you; and
5.3. Kindly refer to the manufacturer’s documentation, packaging, and website to review the specific warranty terms, conditions, and exclusions.
6. Product returns on Gift Vouchers & Coupon purchases.
Raines Africa caters for Gift Vouchers & Coupon purchases, a Coupon could include a fixed discount amount such as R100 off or a percentage discount such as 10% off.
6.1. Returns that involve a Fixed Coupon purchase
Where a Fixed Coupon was used to pay for an order (or part thereof), and the order gets canceled or returned as per the Returns Policy the value of the Fixed Coupon will be deducted from the purchase price of the canceled or returned product(s) (as applicable), and a coupon code will be issued for the balance if any (or refund you if that is your preference). We will also provide you with a replacement Fixed Coupon of the same value as the original Fixed Coupon used. We may impose restrictions on the use of the replacement Fixed Coupon. For any subsequent cancellations or returns arising out of the same order.
6.2. Returns that involve a Percentage Coupon purchase.
Where a percentage Coupon was used to pay for an order (or part thereof), and the order gets cancelled or returned as per the Returns Policy the value of the Percentage Coupon will be deducted from the purchase price of the cancelled or returned product(s) (as applicable), and a Fixed coupon code will be issued for the balance, if any (or refund you if that is your preference). We will also provide you with a replacement Fixed Coupon of the same value as the original Percentage Coupon used. We may impose restrictions on the use of the replacement Fixed Coupon. For any subsequent cancellations or returns arising out of the same order.
Where a Gift voucher was used to pay for an order (or part thereof), and the order gets canceled or returned as per the Returns Policy, we cannot refund you in cash for that portion of the purchase price which you paid using the Gift Voucher, a new Fixed coupon or replacement Gift voucher will be issued.
7. Processing refunds:
Refunds can take up to 10 days to reflect in your bank account. Should you not receive your refund within 10 days, kindly contact us.
8. Contact details
To ensure a smooth refund or return you can:
8.1. Call us on 0101401308
8.2. Use our Online Contact Us
8.3. Chat to us on the www.raines.africa