Refunds For Returns Made After The Delivery

Should you need to return an item, received through our delivery service, after the driver has left, it is your responsibility to return the item to a Pick n Pay store. The www.picknpay.com delivery service requires us to provide a single delivery service at a pre-agreed price. You accept that we are not liable to provide the same service as part of a returns procedure after we have left your premises from the original delivery.

You may also return any item to a Pick n Pay store together with the original invoice, where items may be refunded or replaced subject to due compliance by the customer with these Terms and Conditions. Please contact our Customer Service Centre with any queries.

For the avoidance of doubt, any items purchased directly from a Pick n Pay store may not be returned with an Online Shopping delivery driver. Items eligible for return via the delivery driver are limited to those purchased through the Websites and as part of the delivery service. Refunds for goods purchased under a promotional offer will be based on the terms of the promotional price.

Most goods will be refunded or exchanged if they are returned within 14 (fourteen) days of purchase. If they were defective when purchased or failed due to a design or manufacturing flaw or do not comply with requirements and standards in terms of safety and quality, Pick n Pay reserves the right to refer returned goods for technical assessment by the manufacturer or an authorized service centre. Customers are required to present their original invoice. The goods excluded from the 14-day repair, exchange or refund policy are:

• Goods purchased by way of special arrangement or custom order will only be replaced if they are defective;
• computer games, console games, software, books, and newspapers will only be refunded if they are in their original packaging and unused. Should the item be opened then an exchange for the same product will be given if the product is defective.

If the packaging or marketing materials indicate a product which materially differs from that which is supplied, then a customer may themselves return the goods, within 14 (fourteen) days after purchase. Subject to our rights in law to charge the customer for use of the product and to repair the goods for re-stock purposes, Pick n Pay will provide the customer with a refund. If a customer's goods fail or turn out to be materially defective due to a design or manufacturing defect within the first 6 (six) months after purchase, Pick n Pay will repair, replace or provide the customer with a refund. The refund will be processed by the store from which the purchase originated (i.e. was delivered).

Please note that it may not be possible to determine in-store whether goods have been damaged or what the cause of a failure or defect may be. Accordingly, Pick n Pay reserves the right to refer returned goods for technical assessment by the manufacturer or authorized service centre prior to repairing, replacing or refunding an item and to provide the customer with feedback within 14 days of receipt of the returned goods. If the goods show a defect after the initial 6 (six) month period, but are within the manufacturer's warranty period, Pick n Pay may, at the customer's request send the goods to the manufacturer for repair and the manufacturer may decide , depending on the terms of the warranty, whether they will repair or replace the goods or whether any charges will be levied in accordance with the terms of the warranty.

If the goods become defective once the manufacturer's warranty has expired, Pick n Pay will endeavour to arrange with the manufacturer or its agents to repair the goods but Pick n Pay bears no responsibility for the manufacturer’s failure to do so.

No repairs will be performed in the absence of the customer's approval of a quotation If within 3 (three) months after goods have been repaired, the defect persists or a further failure or defect occurs on the repaired component, Pick n Pay will either refund or replace the item. Customers must keep and produce proof of repairs.

As with all warranties, certain conditions and exceptions apply:

• Please take note of any terms or instructions that accompany your goods;
• Goods that show a manufacturing defect within the first 6 (six) months of purchase will be repaired, replaced, or refunded; and
• Defects that develop after six months may be repaired, replaced, or refunded at the manufacturer's election, and subject to the relevant manufacturer's policy.

The manufacturer's warranty will only apply to material defects that occur in the process of manufacturing the goods and will not apply in the following instances:

• Damage caused by lightning or power surges;
• Damage caused by misuse or abuse to the goods or contrary to instructions and warnings provided on the goods or their documentation;
• Goods used for a purpose other than the purpose for which they were intended;
• Accidental damage;
• Goods that have been altered or physically changed in any way; and
• A public regulation that prohibits such returns for public health reasons.