Refund policy

Return, Refund, and Repair Policy: 

Return Policy

Timeframe

Our valued customers are granted a 7 (seven) day period from the date of receipt to initiate a return for eligible items purchased from Orient Collection Imports (Pty) Ltd (“OCI”).

Eligibility

Returned items must be unused, in original condition and packaging, and include all parts, accessories, documentation, and valid proof of purchase.

1. Initiating a Return

To initiate a return, customers are to kindly contact our Customer Service team via email at service@oricolimports.co.za and provide the following information:

• Customer Name
• Sales Order (SO) Number and/or Invoice (INV) Number
• Reason for Return (brief explanation)

2. Return Authorization Form

Once the return has been logged and approved by OCI, a Return Authorization (RAF) Form will be issued via email.
Please Note: This form must be included with the returned item when arranging courier collection.

3. Return Address

Orient Collection Imports (Pty) Ltd.
20 Galaxy Avenue, Linbro Business Park
Frankenwald, Sandton
Gauteng, South Africa
2065

Please ensure the Return Authorization Form is enclosed with the shipment.

Customers are responsible for all courier and shipping costs, both to and from the repair or returns centre.
We strongly recommend using a reliable, traceable courier service and ensuring adequate packaging to prevent damage during transit.

5. Return Conditions

• Items returned used, damaged, incomplete, or without valid proof of purchase will not be accepted.
• OCI reserves the right to inspect all returned goods before acceptance.

6. Handling Fee

A 15% handling fee (calculated on the original invoice value) will apply where an item was incorrectly ordered by the customer, and OCI supplied the product exactly as per the order.

Re-Boxing Fee

A re-boxing fee of R50.00/R100.00 (VAT excl.) [product dependant] will be charged for goods returned without original packaging, or where the outer packaging is severely damaged or defaced.

Administrative Fee

If the contents of a return do not match the information stated on the Return Authorization Form, OCI reserves the right to reject the return. In such cases, an administrative fee of R250.00 (VAT excl.) will be charged.

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General Note for All Goods:

Customers are advised to ascertain product suitability for their intended use before usage. Orient Collection Imports (Pty) Ltd does not guarantee suitability for specific applications and reserves the right to update product specifications without prior notice.

 

Refund Policy

Eligibility

Refunds will only be considered for items that are unused, undamaged, complete, and returned with valid proof of purchase.

1.      Process

The refund process will commence only after the return has been received, inspected, and approved.
Customers will be notified via email once inspection is complete.

Approved refunds will be processed through the original purchase channel. Where applicable, a credit will be applied to the customer’s account.

2.     Credits

If a credit is issued, customers will be notified via email.
Credits may be used toward future purchases with OCI.
Should a customer prefer a monetary refund instead of a credit, they may contact OCI for further assistance, subject to approval.

3.     Clearance, Refurbished & “As Is” Items

All clearance, refurbished, and “as is” items are non-returnable and non-refundable, except where the item is received damaged or defective.

Unclaimed Goods

Customers are requested to arrange collection of repaired, unrepaired goods, or goods that were not approved for return within  30 (thirty) days of notification.
Goods remaining unclaimed beyond this period may be regarded as abandoned and may be disposed of or scrapped at Orient Collection Imports’ discretion,
without further liability.

 

Repair Policy

1. Warranty Repair Eligibility

Our repair services apply to products under warranty that have been confirmed to have manufacturing defects.

2. How to Initiate a Repair

To request a repair, please email our Customer Service team at
service@oricolimports.co.za

Include the following information in your email:

• Customer Name
• Sales Order (SO) Number and/or Invoice (INV) Number
• Reason for Repair (brief description of the issue)

3. Return Authorization

Once your request has been logged and approved by Orient Collection Imports (OCI), you will receive a Return Authorization Form via email.

This form must be included with the product when it is sent in for repair.

4. Return Address

Please send the product, together with the completed Return Authorization Form, to:

Orient Collection Imports
20 Galaxy Avenue, Linbro Business Park
Frankenwald, Sandton
Gauteng, South Africa, 2065

5. Courier & Shipping Costs

Customers are responsible for all courier and shipping costs, both to and from the repair centre. We strongly recommend using a reliable and trackable courier service and


ensuring the product is securely packaged to prevent damage during transit.
Exception : Should a product remain under warranty and be confirmed to have a manufacturing (factory) fault, Orient Collection Imports will assume responsibility for the applicable courier costs.

6. Evaluation & Repair Process

Once the product is received, it will be inspected by our technical team.

• If the product qualifies for a warranty repair, repairs will be carried out using genuine parts.
• Repairs are typically completed within approximately 2 weeks, depending on the nature of the issue.

7. Non-Warranty Repairs

Products that are out of warranty may still be repaired at a reasonable cost, subject to customer approval of a repair quotation before work begins. Please ensure that you approve the quotation in writing in order to proceed with repairs.

8. Communication & Updates

We are committed to keeping you informed and will provide email updates on the status of your repair throughout the process.

9. Collection of Repaired or Unrepaired Items

Once repairs are completed, or if you choose not to proceed with an out-of-warranty repair, you may arrange for a courier to collect the product from our premises.

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General Note for All Goods:

Customers are advised to ascertain product suitability for their intended use before usage. Orient Collection Imports (Pty) Ltd does not guarantee suitability for specific applications and reserves the right to update product specifications without prior notice.