Refund Policy

14 Days Exchange and Refund Policy

We will refund or exchange most goods if you return them within 14 days of purchase, provided:

  • it is in its original packaging and condition, including all attachments, accessories and documentation;
  • it is unused

Returns and exchange requests for items purchased might incur collection, delivery and processing fees. However, goods that show a manufacturing defect within the first 6 months of purchase will be repaired, replaced or refunded at no cost to you. See Repairs and warranties.

Unwanted Goods

  • Incorrect item delivered

Should an item be incorrect, please contact Red Rhino Customer Support Centre on 011 668 1923 to arrange for the earliest convenient collection date. Once returned to the store, the Product will undergo an assessment following which, the correct item will be dispatched. Promotional free or bundled items that were part of a purchase must also be returned.

 

Defective or Damaged Goods

If your goods turn out to be defective within the first 6 months after you received them from us, Red Rhino will repair them, replace them or give you a refund. Products may be returned to your nearest Red Rhino Collection Point (as indicated on the website) or alternatively Red Rhino can help you to arrange a third party courier by calling 011 668 1923. The courier service will be charged at the going rate for your area and Product specifications. 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. This is important as it determines whether the goods may be repaired, replaced or refunded. Accordingly, Red Rhino reserve the right to refer returned goods for technical assessment by the manufacturer or authorised service centre prior to repairing, replacing or refunding and to provide you with feedback within 10 days of receipt of the returned goods and to act accordingly. 

If your goods show a defect after the initial 6 month period, but still within the manufacturer’s warranty period, Red Rhino will send the goods to the manufacturer for repair and the manufacturer will decide whether you have a valid claim and if so, whether they will repair or replace. If the goods become defective once the manufacturer’s warranty has expired, Red Rhino can arrange with the manufacturer or its agents to repair them. No repairs will be done without you approving a quotation first.

Should an item be damaged or defective, please contact Red Rhino Online Customer Support Centre on 011 668 1923 immediately to arrange for the earliest convenient collection date. Please make a note on the delivery waybill of damages as well. Once returned to the store, the Product will undergo an assessment following which a decision be made on the replacement of the item. Promotional free or bundled items that were part of a purchase must also be returned.

 

Un-returnable Items

Certain Products are excluded from the 14 day exchange or refund policy due to hygiene reasons, applicable legislation or for reasons of cost efficiency. The goods Red Rhino exclude from the 14 day return and exchange policy are:

  • Water Filtration Products
  • Spare Parts
  • Goods which are sold as demo goods, damaged, defective, used or repaired, where Red Rhino disclosed these facts to you before you bought the goods

Refunds

Once Red Rhino have assessed a returned item and approved a refund, you will receive your money back in the same manner in which you purchased it from Red Rhino:

  • Credit note
  • Electronic transfer directly into your account (5 to 7 days)
  • Cash (if the original payment was made in cash)
  • Credit card (by reversal back to your credit card and subject to banking delays)

Red Rhino will refund a purchase for the exact amount paid less the following:

  • Credit note
  • any delivery costs already incurred by Red Rhino,
  • any restocking fee for special orders

Products may be returned to your nearest Red Rhino store or alternatively Red Rhino can help you to arrange a third party courier by calling 011 668 1923 The courier service will be charged at the going rate for your area and Product specifications. 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. This is of importance as it determines whether the goods may be repaired, replaced or refunded. Accordingly, Red Rhino reserve the right to refer returned goods for technical assessment by the manufacturer or authorised service centre prior to repairing, replacing or refunding and to provide you with feedback within 10 days of receipt of the returned goods and to act accordingly. 

If your goods show a defect after the initial 6 month period, but still within the manufacturer’s warranty period, Red Rhino will send the goods to the manufacturer for repair and the manufacturer will decide whether you have a valid claim and if so, whether they will repair or replace. If the goods become defective once the manufacturer’s warranty has expired, Red Rhino can arrange with the manufacturer or its agents to repair them. No repairs will be done without you approving a quotation first.

Should an item be damaged or defective, please contact Red Rhino Customer Support Centre on 011 668 1923 immediately to arrange for the earliest convenient collection date. Please make a note on the delivery waybill of damages as well. Once returned to the store, the Product will undergo an assessment following which a decision be made on the replacement of the item. Promotional free or bundled items that were part of a purchase must also be returned.

 

Repairs and Warranties

If you have purchased a Product which is defective within its warranty period, please notify us as soon as reasonably possible after you become aware of the defect. Please take proper note of any terms or instructions that accompany your goods.

After the 6 months' statutory warranty has expired, some Products have an extended warranty. These warranties are usually stated in the Product brochure, and may be subject to the manufacturer's specific terms and conditions.

 

Manufacturers’ Warranties Conditions

The manufacturer’s warranty will only apply to defects 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
  • Goods used for a purpose other than the purpose for which they were manufactured
  • Goods used contrary to their instruction manuals
  • Accidental damage
  

Out of Warranty Repair

Red Rhino can assist you to have the goods repaired by referring you to an approved service centre. To do this contact Red Rhino on 011 668 1923. The law requires the following in respect of repairs:

  • The manufacturer or its repairs agent must quote you first and you need to accept the quote before the repair can take place
  • The quote must include the supply and installation of replacement parts, as well as the labour costs
  • You must also give authorisation for diagnostic work in order to determine the scope of the required repairs