RUSSELL HOBBS RETURNS, REFUNDS AND REPLACEMENT POLICY

This returns policy forms part of our standard terms and conditions of use.

Arranging Returns

If you want to return a product you have purchased from russellhobbs.co.za for any reason permitted under this Returns Policy, you must in all instances notify russellhobbs.co.za online using our customer returns form. When informing us of your return, please ensure that you have your invoice number ready so that we can trace your order to ensure a smooth repair/refund/replacement. Once submitted our customer care centre will contact you to confirm a collection time and date. Please note: in the instance of an erroneous delivery, please notify russellhobbs.co.za within 7 days of receipt of goods for russellhobbs.co.za to action a collection and redelivery of the correct goods.

IMPORTANT: russellhobbs.co.za is not able to accept the return of any products which have not gone through the above process, and/or are not accompanied by a valid invoice number. All product that have been returned must have a valid invoice number to qualify for a repair/refund/replacement. Product returned without a valid invoice number are not responsibility of russellhobbs.co.za. Please treat products and packaging with reasonable care while in your possession. Russellhobbs.co.za may have to hold you liable for any damage you cause to a product (including its packaging) while in your possession. Any unauthorized russellhobbs.co.za product that are sent back, attached or unattached, to/with the authorized product, are not the responsibility of russellhobbs.co.za.

Preparing your products for return:

To ensure your request is processed timely and effectively, please adhere to the below requirements when returning your product:

  • Bubble wrapped or in a box
  • Product needs to be complete with no missing parts
  • Show no signs of customer abuse
  • Must be accompanied with an invoice

Failing to adhere to these requirements may result in a delay in your request or the decline of your request.

You can request an exchange if you would like a different colour of the same product which is available provided that the below unwanted product return rules apply.

Unwanted product returns:

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

  • it is undamaged and unused;
  • it is still in its original packaging
  • it is not missing any accessories or parts;
  • you log a return on the website within 7 days of delivery to you or collection by you of the unwanted product. After 7 days, you can only return a product if it is defective.

Please note: returns on items ordered incorrectly will be subject to a redelivery fee at the cost of the customer.

Faulty product returns:

We do our best to ensure that the products we deliver to you are of a high quality, and in good working order and without defects.

Any shortages of your order, errors, or damages made to the shipment must be notified on russellhobbs.co.za returns form within 48 hours of receipt of the order. All damages not reported to russellhobbs.co.za within this time frame, will be the purchaser’s responsibility and may be subtracted from total replacement amount. Please ship the authorized product(s) with its original packaging to ensure the integrity of the product enclosed with the invoice number.

The faulty product returned will be tested by russellhobbs.co.za to validate that they are indeed faulty/defective. Should the product be faulty/defective, a replacement product will be sent to you within 10 business days, free of charge. This replacement product is subject to stock availability, failing which, a full refund will be given.

Should the product prove to not be faulty/defective, customer services will liaise with the customer and the product will be held by russellhobbs.co.za until a customer claims the product by covering shipping costs back to them. After a 30-day period, the product will be disposed of at russellhobbs.co.za’s discretion.

Any product that is faulty within the first 6 months after the purchase date is eligible for a replacement or credit. If the product is still under warranty and already exchanged twice, the product can be credited or exchanged.

The following will NOT be regarded as a faulty product and will not entitle you to a return:

  • faults resulting from normal wear and tear;
  • damage arising from negligence, customer abuse or incorrect usage of the product;
  • damage arising from electrical surges or sea air corrosion;
  • damage arising from a failure to adequately care for the product;
  • damage arising from unauthorized alterations to the product; or

Standard Warranty

If you have received a product which turns out to be defective or otherwise of poor quality and workmanship which under normal personal, family or household use has manifested, please notify us as soon as reasonably possible after you become aware of the defect or poor quality. Provided the notification is within 1 year after delivery / collection of the product (except in the case of an extended supplier warranty, which is set out below).

Extended warranty

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: co.za. The extended warranty period only applies to products purchased on or after 1 October 2017.
  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.

Register Now

HOME OF LIVING BRANDS(PTY) LTD
JOHANNESBURG TEL NO. (011) 490-9600
CAPE TOWN TEL NO. (021) 552-5161
DURBAN TEL NO. (031) 792-6000
www.homeoflivingbrands.com

EXCLUSIONS TO WARRANTY AND EXTENDED WARRANTY

  1. Any accessories supplied with the product, including but not limited to, bowls, jugs, mills or carafes made either of glass or plastic and supplied with this appliance (hereinafter referred to as "the accessory or accessories"), is warranted to be free from material and workmanship defects for the duration of the appliance warranty.
  2. The accessories should give trouble free service when used in accordance with the directions described in the instruction manual. However, the accessories will be damaged if subjected to impact, and this damage is not covered by the warranty. Such impact damage can occur either from the outside (if for example it is dropped or knocked against a hard surface), or from within (if for example foreign objects are placed within the accessories and the power is switched on).
  3. Should you need to replace an accessory during the warranty period; a claim for a free replacement will only be considered if the product (including all shards and broken parts) is returned to the nearest HOLB service centre for examination.
  4. The remains of the accessory will be carefully examined by the relevant professionals and if it is determined (at the sole discretion of HOLB) that the damage was caused by impact, then the claim will be refused and will not be covered by the warranty or any extended warranty.
  5. Any replacement part provided in terms of clause 4 above will become a chargeable product payable by the customer.

Where the extended supplier warranty period has not been registered and validated, unfortunately we cannot facilitate returns that fall outside of the 1-year period.

Repair Policy

Any product that is older than 6 months, but still covered by our warranty policy, is eligible for repair. Please note the Russell Hobbs Warranty Terms and Conditions (link this). If the product has been repaired twice and the fault continues, the customer is eligible for credit or an exchange.

If the product that needs to be repaired is not under warranty, our service centre will contact the customer with a quotation to arrange a repair outside of the warranty. The customer will then be liable for the repair cost. If a repair cannot be made, the customer will be contacted to collect or organise a collection of their original product from our Service Department.

Please see below details for your nearest Service Department:

JHB Service Department

70 Webber Street,

Selby

Johannesburg

Tel: (011) 490 9600

CPT Service Department

Home of Living Brands

Unit 7 Oude Molen Business Park

14 Oude Molen Rd Ndabeni

Cape Town

Tel: (021) 552 5161

DBN Service Department

12 Station Drive

Umgeni

4092

Tel: (031) 303 1163

Refund Policy

We will not be able to accept the return of a product if the above conditions are not met.

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, only to replace the product that you did return, or to estimate the value of the missing accessories and parts and only to credit or refund you in respect of the returned product.

If you return a product that does not comply with this policy, you may be liable to reimburse russellhobbs.co.za for the cost of collecting the product from you and the cost of having the product returned to you.

The following details will be provided by you: name and surname, contact details, EFT banking details and proof of banking. Refunds will be processed within 10 working days from the date of collection. Please note that the delivery fee on unwanted or cancelled orders is non-refundable