Refunds and Exchanges
Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Printed or branded products cannot be returned unless the product(s) itself is defective or incorrect or if the print or branding does not match the approved artwork we sent you prior to printing / branding.
To complete your return, we require a receipt or proof of payment as well as your invoice or sales order. We also need to verify that payment did clear in our account (before a refund can be processed.)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, we can either give you credit on your account or we can refund your bank account. Please send us your correct bank details.
Depending on the reason for your return, we reserve the right to charge a small handling fee to cover bank charges, transactional fees, or order fulfillment costs.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, please just follow up if you are sure you did not receive it.
Exchanges (if applicable)
We only replace items if they are defective or damaged or if you accidentally ordered the wrong size or shape. Note that products must be in the same condition you received them in, unused and in the original packaging. If you need to exchange it, send us an email to info@ontracksupplies.co.za and send your item to: 317 Theunissen Str, Wierda park, Centurion. We reserve the right to charge a 10% handling fee if you ordered the wrong product and want us to exchange it for another product, size or shape.
Shipping
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. If we accidentally sent you the wrong product (Differs from what was invoiced to you) then we will carry the shipping cost to replace the product.
If you order a product and need it delivered before a specific date, please do mention that you need it by that date. We will try our best to send it as soon as we can so you can receive it in time but do order well in advance to ensure that you receive it in time even if there are delays with the courier delivery.
Depending on where you live, the time it may take for your product to reach you, may vary.
If your product is delivered by courier and there is clear signs of damage to the parcel please let the courier return it. If you sign for the parcel and accept it then the warranty falls away but if you do not accept the damaged parcel then we can claim from the courier insurance included with your courier delivery fee.
We cannot be held responsible for late deliveries as we make use of courier companies for deliveries. They are normally very reliable so this should not be a problem but please order well in advance so there is enough time for delivery.