Dock Buddy

Introduction

Dock Buddy upholds the principles of the Consumer Protection Act, 2008 (Act 68 of 2008) and our values of openness, responsiveness, accountability and integrity.

This policy sets out the circumstances in which you can return a Dock Buddy to us.

To ensure that your request is processed correctly and fairly we require you to

Package your Dock Buddy safely to ensure it arrives undamaged and in the state that it was when you sent it.

Include all parts of the Dock Buddy that you would like inspected.

Indicate clearly the order number, reference number or your contact details to make sure we inspect the correct package.

Not taking these steps could result in a delay of the inspection or void the return.

Your CPA rights we always honour

Safe, good-quality goods

We aim to supply Products that are reasonably suitable for their intended purpose, durable for reasonable use, and free of defects, consistent with the CPA quality standards.

6-month implied warranty of quality

If a Product fails the CPA quality requirements within 6 months of delivery, you may return it without penalty, and at our risk and expense, and you choose whether you want:

•           a repair, or

•           a replacement, or

•           a refund of the price paid.

Direct marketing cooling-off

If you bought due to direct marketing (e.g., we approached you by phone/email/SMS/door-to-door), you may cancel within 5 business days (from the later of conclusion or delivery), and we must refund payments within 15 business days after receiving your returned goods (or your cancellation notice if nothing was delivered).

Normal characteristics of the materials used compared

These are the normal characteristics of the materials used in the Dock Buddy. We do not accept returns if the product has experienced any of the listed damage scenarios as they are not seen as defects of the product and classifies as misuse.

Perspex caricature

The Perspex is durable but can be damaged by:

Surface scratching from abrasive cleaning, scouring pads, sand, dirty rags etc.

Chemical damage from solvents like acetone, thinners, petrol or strong alcohols as well as ammonia-heavy cleaning agents

Heat. Warping from high temperatures, open flames or hot appliances are common.

UV Exposure over time in some scenarios discolour the Perspex.

Body/Storage Box

The ABS is tough but is prone to:

Heat distortion at high temperatures

Chemical stress from harsh solvents

Extreme impacts

Cosmetic scuffs from abrasive handling

The material behaviours listed above are not seen as defects if they are the result of misuse, incorrect operation, lack of reasonable care, accidents or unsuitable environments.

Returns we do not accept

We may refuse a return if:

Damage is caused by misuse, neglect, unauthorised repair or alteration, incorrect use, or accidental damage,

The product shows signs of abusive handling or use outside of the intended purpose,

The product is returned incomplete or not in the condition of the voluntary change of mind returns, or

The return is requested outside of the applicable time frame.

Delivery issues (Wrong item or damage in transit)

Please notify us within 48 hours of delivery if:

The product was damaged in transit,

You received the wrong item, or

There are missing parts

We kindly request photos of the packaging and damage to lodge a courier claim and to resolve the issue as quickly as possible. Where the issue is deemed to be our fault, we will cover reasonable return/collection costs.

Inspections and outcomes

When we receive a returned product, we will inspect it within 2-7 business days.

If the return qualifies under the CPA implied warranty (defect within 6 months)

At your direction we will repair, replace or refund the purchase

If the issue is not a defect (for example misuse)

We will provide a written assessment to detail why it was classified as a non-defect.

Refund method and timing

We will discuss your preferred method of refund with you at the time of the refund being enacted.

Complaints and dispute resolution

If you are unhappy with an outcome:

Email us at info@dockbuddy.co.za with your order number and your requested resolution. We will try to come to the best resolution for the problem on both sides.

We will respond as soon as possible.

If the problem remains unresolved, you may refer the matter to the relevant customer bodies, where applicable.

Updates

We may update this policy from time to time. The version published on our website at the time of purchase applies, unless the law requires otherwise.