Refund policy

• The provision of products and services by the iHouzit Entities is subject to availability. In unavailability cases, iHouzit will refund you in full as per the original payment method within 30 days.
• When you shop on the iHouzit Platform, you can purchase products and services sold directly by iHouzit or by Third-Party Sellers who market their products and services for sale on the iHouzit Platform. We strive to provide you with a good customer experience every time you shop with us.
• This Return, Exchange and Refund policy cover all products and services purchased through the iHouzit Platform. It's designed to give you confidence that we stand behind the products and services on the iHouzit Platform and make returns, exchanges and refunds easy if you're not fully satisfied with products and services purchased. Subject to the below terms, the Third-Party Sellers and we will repair/replace it or credit your account or refund you. You should review these terms carefully before making any purchase.
• This Policy forms part of the iHouzit Terms and Conditions, and so words defined in the iHouzit Terms and Conditions have the same meaning in this Policy unless the context indicates otherwise. Nothing in this Policy is intended to limit your statutory rights in any way.
• Certain parts of this Policy do not apply to Unboxed Deals or Used Products, and this is indicated in the relevant sections below. Unboxed Deals are returned products offered for sale at discounted prices because their original packaging is damaged, unsealed or missing, or the products show signs of handling and/or re-packaging. Used Products are products that have been previously supplied to a consumer and are pre-owned.
• We do our best to ensure that the products we deliver to you are of fair value, safe, and good quality and quality services are performed.
• Cancellations
  • You may cancel an order within 30 minutes after placing the order by visiting the My Account/My Orders page and selecting the "Cancel Order" button for the order. Note that the option to cancel will only appear for 30 minutes after you place an order. After that point, the order will be processed for delivery to you.
  • If you would like to cancel an order after 30 minutes, send an e-mail to cancellations@ihouzit.com to request a cancellation. Please note that we cannot guarantee that your order can be cancelled after 30 minutes, but we'll try our best to help.

 

• Return of Non-Defective Products and Services

If you’re not satisfied with services offered by Third-Party Sellers refer to the agreement concluded between you and the Third-Party Seller, and for products you have purchased on the iHouzit Platform, you can initiate a return within 7 days after the date of the delivery or collection for a refund, provided that the product is in its original condition and packaging and provided the product is not:

• a digital product such as an electronic voucher, or other digital downloads;
• a newspaper, periodical or magazine;
• a product intended for everyday consumption;
• a fragrance which has been used;
• customised and special order products for which iHouzit or the Third-Party Seller was expressly or implicitly required or expected to procure, create or alter specifically to satisfy your requirements;
• any products marked as final sale or "non-returnable" on the product page or during the checkout process
• gift cards
• any products purchased via an auction facilitated on the iHouzit Platform
• any products sold directly to countries outside South Africa
• any products that have been installed, assembled or altered
• any products that are not in the original condition and packaging
• Large quantities of the same product (6 or more) of services within seven days after the date of the conclusion of the agreement.

• New items that have been used or modified in any way may not be returned.
• Send an e-mail to returns@ihouzit.comwith the return details and, if applicable, to the Third-Party Supplier with your details and the order no as a reference to initiate the process.
• You will be responsible for the direct cost of returning the products (except in instances where the item arrived damaged or defective) to iHouzit or the Third-Party Seller.
• We recommend that you package your products safely and securely for protection during transit, including all accessories and parts that were originally sold with the product, insure your return shipment and use a trackable shipping method with the return reference number and order number clearly marked on the outside of the parcel.
• Refunds will not be issued for items damaged in return transit or for returns that are never received.
• The Third-Party Supplier or we will inspect the returned product and validate that the return request is eligible and that the products were received in its original condition and packaging.
• If the return is eligible we will at your choice:
  • provide you with store credit for the amount of the refund due to you (purchase price, applicable sales tax) within 30 days of the date of notification; or
  • issue a refund to the original payment method for the amount of the refund due to you (purchase price, applicable sales tax) within 30 days of the date of notification.

 

• Return a product if delivered in error or is missing any accessories or parts
  • Return a product if delivered in error: Please notify us within 7 days after receipt of the product as per below.
    • Send an e-mail to returns@ihouzit.comand if applicable, to the Third-Party Supplier with your details and the order no as a reference to initiate the process.
    • The Third-Party Supplier or we will arrange to collect the product from you at no charge. A waybill will be sent to you to be printed and placed on the parcel for our Third-Party Courier Services collection.
    • The Third-Party Supplier or we will inspect the returned product and validate that the return request is eligible and that the products were received in its original condition and packaging.
    • If the return is eligible we will at your choice:
      • deliver the correct product to you as soon as possible (if the exact product is available); or
      • provide you with store credit for the amount of the refund due to you (purchase price, applicable sales tax and delivery costs) within 30 days of the date of notification; or
      • issue a refund to the original payment method for the amount of the refund due to you (purchase price, applicable sales tax and delivery costs) within 30 days of the date of notification.
    • If the product is missing any accessories or parts, you will need to follow the process set out in section 15.10

 

• Damaged and defective products and services
  • The meaning of defect: Defect means any material imperfection in the manufacture of the products or components, or in performance of the services, that renders the products or results of the service less acceptable than persons generally would be reasonably entitled to expect in the circumstances; or any characteristic of the products or components that renders the products or components less useful, practical or safe than persons generally would be reasonably entitled to expect in the circumstances.

 

• The following will NOT be regarded as defects and will not entitle you to a return under this section 15.10:
  • faults resulting from normal wear and tear;
  • damage arising from negligence, user 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 unauthorised alterations to the product;
  • where the specifications of a product, although accurately described on the iHouzit Platform and generally fit for its intended purpose, do not suit you.

 

• Products damaged or defective on delivery or collection: In the unlikely event that an item you ordered is damaged or defective upon delivery or collection, you may return the item (and any related items from the order) for a exchange or a full refund, as long as you report the issue within 7 days after delivery or collection of the item.
  • Send an e-mail to returns@ihouzit.com and if applicable, to the Third-Party Supplier and yourself with your details and the order no as reference to initiate the proces.
  • The Third-Party seller or we may require you to submit photographs of the damage or defect and may also ask you to submit photographs of the original packaging if it was damaged. You are not required to keep the original packaging to return a damaged or defective item, but submitting a photo of the original packaging could help expedite your return if the item was damaged in transit.
  • The Third-Party Seller or we will arrange to collect the product from you at no charge.
  • The Third-Party Supplier or we will inspect the damaged or defective product and validate that the request for return is eligible.
  • If the return is eligible we will at your choice:
    • deliver the repaired or exchange product to you as soon as possible (if the exact product is available); or
    • provide you with store credit for the amount of the refund due to you (purchase price, applicable sales tax and delivery costs) within 30 days of the date of assessment outcome; or
    • issue a refund to the original method of payment for the amount of the refund due to you (purchase price, applicable sales tax and delivery costs) within 30 days of the assessment outcome.
  • Important Note About Deliveries by Freight or White Glove Services: If the damaged item was shipped through a freight carrier or white glove service, then you must report the issue within 5 days after delivery to be eligible for an exchange, a store credit or a refund of the item (and any related items in the order). It's critical to report the issue within that time period so that a claim can be filed with the carrier. We encourage you to inspect the packaging of the item before you accept the item from the carrier. If the packaging or the item appears damaged when it arrives, you should take pictures of the damage and you may inform the carrier and refuse delivery. In that case, please report the issue and you can choose to receive an exchange, a store credit or a refund.
  • Important Note About Freight Forwarders: If you decide to use your own freight forwarder to ship an item or if you export an item outside South Africa yourself or through another carrier, then iHouzit will not be responsible for providing any exchange or refund for any damaged or defective items. You should not list iHouzit on any export documentations.

 

• Warranty Information
  • Implied warranty of quality of products for 6 Months: Save for direct warranty products which are discussed below and products sold on auction, if you have received products that fail to satisfy the requirements and standards of being:
    • reasonably suitable for the purposes for which they are generally intended;
    • are of good quality, in good working order and free of any defects;
    • will be useable and durable for a reasonable period of time, having regard to the use to which they would normally be put and to all the surrounding circumstances of their supply;
    • and comply with any applicable standards set under the Standards Act, 1993 (Act 5 No. 29 of 1993), or any other public regulation; except to the extent that those products have been altered contrary to the instructions,
    • please notify us as per below, as soon as reasonably possible after you become aware of the failure to satisfy the requirements and standards as set out above, but in any event within 6 months after delivery or collection of the product (except in the case of an extended supplier warranty, which is set out below).
  • Send an e-mail to returns@ihouzit.com and if applicable, to the Third-Party Supplier and yourself with your details and the order no as a reference to initiate the process.
  • The Third-Party seller or we may require you to submit photographs of the product.
  • The Third-Party Seller or we will arrange to collect the product from you at no charge.
  • The Third-Party Supplier or we will inspect the product and validate that the request for return is eligible. iHouzit and the Third-Party Suppliers reserve the right to send the product away for a technical assessment to rule out user-abuse.
  • If the return is eligible we will at your choice:
    • repair / replace the product (if such repair is possible or we have the same product in stock to use as a exchange) and deliver the repaired or exchange product to you as soon as possible. If the repair / exchange takes longer than 30 days, we will get in touch with you to see if you would rather receive a store credit / refund; or
    • provide you with store credit for the amount of the refund due to you (purchase price, applicable sales tax and delivery costs) within 30 days of the date of assessment outcome; or
    • issue a refund to the original method of payment for the amount of the refund due to you (purchase price, applicable sales tax and delivery costs) within 30 days of the assessment outcome.
  • Where there is no extended supplier warranty period, unfortunately, we cannot facilitate returns that fall outside of the 6 months.
  • Where you request a repair/exchange of an Unboxed Deal or Used Product and a repair is not possible, we will see if we have an exchange Unboxed Deal or Used Product in stock (which is the same product, of the same nature and type, as the one sold), but if we do not, we will credit/refund you. A new product in perfect condition (that is not an Unboxed Deal or Used Product) is not the same product as an Unboxed Deal or Used Product, this is the reason why Unboxed Deals and Used Products are discounted, compared to products in new condition.

 

• Extended Supplier or Manufacturer Warranty
  • Products may have a supplier or manufacturer warranty that extends beyond the implied warranty of quality of 6 Months. If such products turn out to be defective more than 6 months after delivery or collection of the product, please contact the Third-Party Seller, the Manufacturer or their representative offices as soon as reasonably possible after you become aware of the defect, but in any event within the extended supplier or manufacturer warranty period after receipt of the product. If you have any difficulty, please let us know, and we will be happy to help you where we can.
  • Please note that any extended supplier or Manufacturer warranty is subject to whatever terms and conditions the supplier or manufacturer may impose. These are usually stated in a brochure or leaflet inside or on the product packaging. It is your responsibility to make yourself aware of any such terms and conditions.
  • It is also important to note that it will be at the supplier or manufacturer’s discretion what remedy it can offer you. iHouzit is under no obligation to provide you with a credit, repair/exchange, as your remedy lies with the supplier or manufacturer.
  • PLEASE NOTE: Unboxed Deals and Used Products do not have extended supplier warranties.

 

• Warranty on repaired products: iHouzit and Third-Party Sellers warrant every new or reconditioned part installed during any repair or maintenance work, and the labour required to install it, for a period of three (3) months after the date of installation or such longer period as the supplier may specify in writing. A warranty in terms of this section is concurrent with any other deemed, implied or express warranty; is void if the consumer has subjected the part, or the products or property in which it was installed, to misuse or abuse; and does not apply to ordinary wear and tear, having regard to the circumstances in which the products are intended to be used ordinarily.
• Refunds and Charges
  • If you choose to get a refund for an eligible returned, damaged or defective product (as specified above), you'll be refunded the purchase price and applicable sales tax either by bank transfer or an iHouzit store voucher. For damaged or defective products, you will also receive a refund for any amount you may have paid through the iHouzit Platform to have the item delivered to you. For products that were not damaged or defective, the return delivery costs, if applicable, will be deducted from the amount of the refund due to you, if you use a return delivery label provided by iHouzit or the Third-Party Seller.
  • Refunds of products bought under a special discount will be considered outside of the normal process. For example, using a quantity discount purchase to obtain less than the original quantity purchased at a lower price (e.g. ordering 6 and returning 5). An appropriate adjustment will be made to the refund to reflect original pricing and the customer will be responsible for paying back the discount to iHouzit.
  • 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 (subject to applicable law) to 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 iHouzit for the cost of collecting the product from you and the cost of having the product returned to you.
  • Under no circumstances will donations be refunded.
  • Please note that we only refund to the payment method that you originally used – i.e. payment by credit card will be refunded to the same credit card, payment by EFT will be refunded to your nominated bank account. As indicated on the product page, some products may be returned and the refund method will be in the form of an iHouzit store voucher.
  • If we are unable to refund the original method of payment, iHouzit will provide you with store credit for the amount of the refund due to you, which may be used for purchases on the iHouzit Platform.