FAQs

General FAQs

1. How do I register with russellhobbs.co.za?

To register as a user, please click sign up at the top of the website and create an account. We will need your full name and surname, your email address and a password.

2. How do I sign up to your newsletter?

If you want to hear about great deals, special offers and new products before anyone else, make sure you are signed up to receive our email newsletters. Signing up is easy, enter your email address in the sign-up bar in the footer of the website and click sign-up.

3. How do I checkout?
• 3.1 Click proceed to checkout after you have reviewed the items in your shopping cart
• 3.2 Choose your delivery method
• 3.2.1 Courier your parcel to your door
• 3.2.2 Collect from your nearest Pargo pickup point
• 3.3 Choose your payment method
• 3.3.1 Select payment via smart eft
• 3.3.2 Select payment via credit/debit card
• 3.4 Review your order and address details and complete payment 

4. What is your Delivery Policy?
• Deliveries are only done between 09h00 and 17h00 from Monday to Friday (excluding public holidays).
• Deliveries ordered over a weekend, will only be processed on the next working day.
• We will only fulfil orders with a physical location within the borders of the Republic of South Africa.
• Accrued delivery charges will apply for any incorrect delivery addresses, which will result in a redelivery of the order to that customer.
• Failure to accept your delivery/collection within the designated timeframe will result in accrued redelivery charges.

On average you can expect the below delivery fees:

Average Weight and Dimensions	Cape Town	JHB/ Local	Durban	Remote/Outlying
0-5kgs 38 (h) x 16.2 (w) x 67 (l)	R 95	R 60	R 85	R 180
5-10kgs 22.2 (h) x 19.5 (w) x 20 (l)	R 95	R 65	R 85	R 180
10-15kgs 40 (h) x 33 (w) x 66 (l)	R 100	R 85	R 95	R 285
15-20kgs 88 (h) x 32.5 (w) x 37 (l)	R 125	R 95	R 110	R 385
20-25kgs 36.1 (h) x 47 (w) x 55.3 (l)	R 135	R 105	R 115	R 130

PLEASE NOTE: this is only an average delivery cost estimation and your delivery fee may differ depending on your purchase

If you would prefer to collect your order from one of our many pick-up points this will be made available to you at a fee that is charged according to the weight and dimensions of your order. When concluding your online transaction, a collection fee will be automatically calculated and included in your total.

On average you can expect the below collection fees: 

Average Weight	Collection Fee
0-5kgs	R 75
5-10kgs	R 95
10-15kgs	R 140
15-20kgs	R 180
20-25kgs	R 220

PLEASE NOTE: this is only an average collection cost estimation and your collection fee may differ depending on your purchase

For more information, please see our Delivery Policy

5. How do I track my parcel?

Your order can be tracked by contacting our Customer Service team, please get in touch with us, either by emailing [email protected] or contacting us on +27872502315 and we’ll do our best to assist you.

6. What is your Returns Policy?
   1. Order refusal on delivery:

   The customer will need to accept the delivery/collection of the parcel and log a return form online for unwanted/damaged products

   2. Cooling off period:

   We do offer a 1-year warranty with a further period of 1(one) year ("extended warranty period*"), on condition that the customer registers the product on the website, within 12 months from the date of purchase of the product. The website address for registration is as follows: russellhobbswarranty.co.za.

   You can return an unwanted product to us at no charge, provided:

   • it is undamaged and unused;
   • it is still in its original undamaged packaging
   • it is not missing any accessories or parts;
   • you log a return on the website within 10 days of delivery to you or collection by you of the unwanted product. After 10 days, you can only return a product if it is defective.
   3. What if I do not have the original packaging?

   If the reason for your return is because the unit is faulty, then you are responsible for packing the product safely and securely for return to ensure against damage in transit, please include your order reference number so that we can easily identify your return.

   4. How do I log a return?

   To log a return please click the link below:

   Return policy

   5. Can I return a product without all the accessories?

   Unfortunately not – the complete product needs to be returned.

   6. Can I exchange or replace an item that was bought as part of a combo pack?

   Confirm with Margo and Michaela

   For more information, please see our Return Policy

7. Why is my refund taking so long?

Please note refunds are processed in 10 working days from collection.

For more information, please see our Refunds Policy

8. What are my payment options?

Payments can be made via credit/debit card or Smart EFT using the PayU payment gateway.

1. Can I pay via EFT?

Yes, we offer Smart EFT as a payment option through PayU’s payment gateway to all customer’s who bank with one of the four South Africa’s four major banks: Nedbank, Standard Bank, First National Bank and ABSA.

2. How does it work?
1. Select Smart EFT as your payment option during checkout – then select your bank
2. Log in using your internet banking credentials
3. Select an account to pay from and enter a reference for your records
4. The automated process will navigate and populate the relevant fields on your behalf in the background
5. Your bank will send you an OTP (one-time password) or mobile authentication to your mobile phone to verify the payment
6. Enter your OTP or accept the authentication message
7. Payment is complete
3. Is it safe?

Yes, security is paramount to PayU. PayU is PCI DSS compliant, SSL and 3D Secure enabled. PCI DSS is ‘Payment Card Industry Data Security Standards’ – which help ensure the safe handling of sensitive information.

PayU acts as a proxy between the customer and the bank to facilitate a faster, safer and easier payment process for both the customer and russellhobbs.co.za

PayU merely facilitates the transaction between you and russellhobbs.co.za. PayU does not store any online banking login details.

9. What happens if a product is out of stock?

If an item becomes out of stock online, it will reflect as such online or it will reflect as available from store.

10. Extended Warranty Policy:

    

    Thank you for purchasing a Russell Hobbs product. Register your product warranty now to enjoy an extended warranty* period as well as easy product support.

    Once registered, you will also benefit from the latest updates regarding new products and promotions, exclusive competitions and events, recipes, video's and much more.

    Please read below for more information regarding our warranty terms and conditions.

    1. Home of Living Brands (Pty) Limited ("Home of Living Brands") warrants to the original purchaser of this product ("the customer") that this product will be free of defects in quality and workmanship which under normal personal, family or household use and purpose may manifest within a period of 1 (one) year from the date of purchase ("warranty period").
    2. Home of Living Brands shall extend the warranty period for a further period of 1(one) year ("extended warranty period"), on condition that the purchaser registers the product on the website, within 12 months from the date of purchase of the product. The website address for registration is as follows: https://russellhobbswarranty.co.za/.
    3. Where the customer has purchased a product and it breaks, is defective or does not work properly for the intended purpose, the customer must notify the supplier from whom the customer bought the product ("the supplier") thereof within the warranty period or if applicable, the extended warranty period. Any claim in terms of this warranty must be supported by a proof of purchase. If proof of purchase is not available, then repair, and/or service charges may be payable by the customer to the supplier.
    4. The faulty product must be taken to the supplier's service centre to exercise the warranty.
    5. The supplier will refund, repair or exchange the product in terms of this warranty subject to legislative requirements. This warranty shall be valid only where (a) the customer is not the cause of the product breaking, and (b) the product has been used for the intended purpose stipulated in the product manual. The warranty does not include and will not be construed to cover products damaged as a result of disaster, misuse, tamper, abuse or any unauthorised modification or repair of the product.
    6. This warranty will extend only to the product provided at the date of the purchase and not to any expendables attached or installed by the customer. In this regard any accessories supplied with the product by the supplier, may be excluded in this warranty or extended warranty (see Exclusions to Warranty and Extended Warranty document). 
    7. If the customer requests that the supplier repairs the product and the product breaks or fails to work properly within 3 (three) months of the repair and not as a result of misuse, tampering or modification by or on behalf of the customer, then the supplier may replace the product or pay a refund to the customer, subject to the supplier's discretion.
    8. The customer may be responsible for certain costs where products returned are not in the original packaging, or if the packaging is damaged. This will be deducted from any refund paid to the customer.