MACK OFFICE AND HOME
REFUND & RETURNS POLICY
At Mack Office and Home, we are committed to providing quality products and excellent customer service. Please read our returns and refund policy below.
1. INSPECTION ON DELIVERY
Customers are advised to carefully inspect their order upon delivery to ensure that the correct items have been delivered and that there is no visible damage or defect.
Any visible damage, incorrect items or other delivery concerns should be reported to us as soon as possible, preferably within 3 working days of delivery.
2. DEFECTIVE PRODUCTS
We accept returns for products with manufacturing defects, subject to inspection and assessment.
Customers should notify us as soon as possible after discovering a defect. While we request notification within 3 working days where the defect is apparent on delivery, this does not limit any rights provided to customers by applicable consumer law.
Products returned due to a defect will be inspected before the appropriate remedy is provided.
3. RETURNS & INSPECTION
All returned products must be made available for inspection before a refund, replacement or other remedy is finalised.
Where a product is found to have a manufacturing defect, Mack Office and Home will provide the appropriate remedy in accordance with the Consumer Protection Act (CPA), where applicable.
4. REFUNDS
Once a return has been approved and the inspection has been completed, refunds are generally processed within 10–15 working days.
Refunds may be processed sooner depending on the circumstances.
Where possible, refunds will be made using the original payment method.
5. ORIGINAL PACKAGING
Customers are encouraged to retain the original packaging after delivery.
For approved non-defect returns where a return is voluntarily accepted by Mack Office and Home, a 10% handling/repackaging fee may apply if the product is returned without its original packaging.
This fee will not apply where it would unlawfully limit a customer's rights under the CPA.
6. CHANGE-OF-MIND RETURNS
Change-of-mind returns are not automatically accepted and are subject to approval by Mack Office and Home.
Where we agree to accept a change-of-mind return, the product must generally be unused, undamaged and in a suitable condition for resale. Any applicable handling, collection or repackaging costs will be communicated to the customer before the return is processed.
7. INCORRECT OR DAMAGED DELIVERIES
If you receive the wrong product or your order arrives damaged, please contact us as soon as possible and provide photographs where applicable.
We will assess the matter and arrange the appropriate solution.
8. EXCLUSIONS
Returns may not be accepted where damage has resulted from:
- Misuse or negligence;
- Normal wear and tear;
- Incorrect assembly or use;
- Unauthorised alterations or repairs; or
- Damage caused after delivery that is not attributable to a product defect.
9. IMPORTANT
This policy is intended to comply with applicable South African consumer protection laws. Nothing in this policy is intended to remove or restrict any rights that customers have under the Consumer Protection Act.
For assistance with a return or refund, please contact Mack Office and Home with your order details and a description of the issue.
