This Refund & Returns Policy applies to purchases made through www.omnipath.co.za and is intended to explain when and how customers may return products, request refunds, or raise issues regarding an order.
Omnipath (“we”, “us”, “our”) operates the website www.omnipath.co.za.
1. Your Consumer Rights
Nothing in this policy is intended to limit, exclude or waive any rights you may have under applicable South African law, including the Consumer Protection Act 68 of 2008 (“CPA”) and the Electronic Communications and Transactions Act 25 of 2002 (“ECTA”).
Where applicable, your statutory rights will take precedence over this policy.
2. Returns for Defective or Incorrect Products
If you receive a product that is defective, damaged, materially different from what was ordered, or otherwise does not meet the requirements of applicable South African consumer law, please contact us as soon as reasonably possible.
Depending on the circumstances and your legal rights, we may offer:
- a repair;
- a replacement; or
- a refund.
Where the law requires us to bear the costs associated with an eligible return, we will do so.
Under the CPA, consumers may have specific rights in relation to defective goods, including rights arising from the implied warranty of quality.
3. Returns Where You Change Your Mind
Where applicable, South African law provides consumers with certain cancellation and return rights for online transactions.
For example, ECTA provides a cooling-off right in certain electronic transactions, allowing a consumer to cancel certain transactions without reason or penalty within seven days after receipt of goods, or within seven days after conclusion of an agreement for services, subject to the statutory requirements and exclusions.
Where a statutory cooling-off right applies, the consumer may be responsible for the direct cost of returning goods.
4. CPA Return Rights
The CPA provides additional return rights in certain circumstances, including certain direct-marketing transactions, goods that the consumer did not have an opportunity to examine before delivery, mixed or incorrect goods, and goods that are unsuitable for a particular purpose communicated to the supplier.
These rights are subject to the conditions and exclusions contained in the CPA.
Nothing in this policy limits those statutory rights.
5. Products That Cannot Be Returned
Certain products or services may be excluded from cancellation or return rights where permitted by applicable law.
Examples may include:
- products made or customised specifically for you;
- goods that cannot reasonably be returned for health, hygiene or other legal reasons;
- sealed goods that have been unsealed where applicable law permits an exclusion;
- digital content where the statutory requirements for an exclusion have been satisfied; and
- services that have been fully performed where applicable law permits an exclusion.
Any applicable exclusion will be communicated to you before or at the time of purchase where required.
6. How to Request a Return
To request a return, please contact us using:
Email: sales@omnipath.co.za
Telephone: +27 (0) 10 018 7503
Address: Gauteng, South Africa
Please provide:
- your name;
- order number;
- date of purchase;
- product concerned;
- reason for the return; and
- photographs or other evidence where the product is damaged or defective.
We will provide you with instructions on how to proceed.
7. Condition of Returned Products
Where a return is permitted because you have changed your mind, the product should, where reasonably possible, be returned in its original condition and packaging.
Where a product is defective, damaged, incorrect or otherwise subject to a statutory return right, we will assess the return in accordance with applicable law.
We will not use packaging or return requirements to unlawfully restrict your statutory consumer rights.
8. Refunds
Once a return has been approved and processed, any refund due to you will generally be made using the original payment method, unless otherwise agreed or required by law.
The time required for the refund to reflect in your account may depend on your bank or payment provider.
Where applicable law prescribes a specific refund period, we will comply with that period.
9. Delivery Charges
Where a return is required because we supplied an incorrect, defective or otherwise non-conforming product, we will bear return and related delivery costs where required by applicable law.
Where a consumer voluntarily returns a product under a cooling-off or other change-of-mind right, the consumer may be responsible for the direct cost of returning the product where permitted by law.
10. Exchanges
Where appropriate, we may offer an exchange instead of a refund.
An exchange does not remove or reduce any statutory rights you may have.
11. Order Cancellations
If you wish to cancel an order before it has been dispatched, please contact us as soon as possible.
We will attempt to accommodate the cancellation, but an order that has already been processed or dispatched may be subject to the applicable return and cancellation provisions.
12. Fraudulent or Abusive Returns
We reserve the right to investigate suspected fraudulent or abusive return activity.
This does not affect any rights you have under applicable consumer-protection legislation.
13. Contact Us
For questions regarding returns, refunds or cancellations, please contact:
Omnipath
Website: www.omnipath.co.za
Email: sales@omnipath.co.za
Telephone: +27 (0) 10 018 7503
Physical Address: Gauteng, South Africa
Legal Notice
This policy is intended to operate alongside, and not instead of, applicable South African law. Where there is a conflict between this policy and a mandatory legal right, the applicable law will prevail.
Payment & Cancellation Policy
2.1 How to pay
| Method | How it works |
|---|---|
| Card or instant EFT | Paid securely at checkout through PayFast. Your order is confirmed immediately. |
| Manual EFT | Pay into our account using your order number as the reference. Banking details are shown on your order confirmation and invoice. |
- Only pay into the bank account shown on our official invoice. We will never change our banking details by email. If you receive a message saying our details have changed, call us on +27 (0)10 018 7503 before paying.
- Quotes are valid for [7] days. Prices and stock are only secured once payment clears.
2.2 Cancelling an order
To cancel, email sales@omnipath.co.za with your order number, the reason for cancelling, and the bank account for your refund.
| When you cancel | What happens |
|---|---|
| Before the order is dispatched | Full refund. No fees. |
| Within 7 days after you receive the goods (cooling-off period) | Full refund once the goods are returned. You pay only the direct cost of returning them. See the Returns, Refunds & Warranty Policy below. |
| Custom or special-order items (e.g. cables cut to length, items ordered in specially for you) | These may be excluded from cancellation once ordered. We will tell you before you pay if an item falls into this group. |
Refunds are paid within 30 days of cancellation, to the original payment method or to the bank account you give us.
Returns, Refunds & Warranty Policy
We want you to be happy with every purchase. This policy explains how returns, refunds and warranty claims work. Nothing in it limits your rights under the Consumer Protection Act 68 of 2008 (CPA) or the Electronic Communications and Transactions Act 25 of 2002 (ECTA). Where this policy and the law differ, the law applies.
3.1 Changed your mind? The 7-day cooling-off period
- Because you bought online, you may cancel and return your order for any reason within 7 days of receiving it.
- You will receive a full refund. You pay only the direct cost of sending the goods back to us.
- Please return goods complete, with all accessories, manuals and packaging, and without installing them. If goods are damaged or have been used beyond simply inspecting them, we may deduct a reasonable amount to restore them to a saleable condition, where the law allows.
3.2 Returns after the cooling-off period
- After 7 days, change-of-mind returns are at our discretion and only for unopened, sealed goods in resaleable condition, within [30] days of delivery.
- A handling fee of [5%] may apply to these returns. You pay the return delivery cost.
3.3 Wrong, damaged or incomplete orders
- Report the problem within [7] days of delivery, with photos and your order number.
- We will collect the goods at our cost and send the correct item, or refund you in full.
3.4 Faulty products and warranty
- Under the CPA, you may return a product that is defective within 6 months of delivery. We will repair it, replace it or refund you, at your choice, after the fault is confirmed.
- After 6 months, the manufacturer’s warranty applies. We will log the claim with the manufacturer and keep you updated. Warranty periods for each brand are listed on our Warranty page.
- Manufacturer warranties cover the equipment only. Call-out, removal, diagnosis and reinstallation labour are charged separately unless agreed in writing.
3.5 How to make a warranty claim
Email sales@omnipath.co.za or use the warranty claim form on our website. Please include:
- your order or invoice number;
- the product’s serial number;
- a description of the fault, with photos or error-code screenshots;
- the installer’s name and contact details, and a copy of the Certificate of Compliance (CoC) for the installation.
We may ask for the product to be inspected by us or the manufacturer before a repair, replacement or refund is approved.
3.6 What voids the warranty
To the extent the law allows, the warranty will not cover faults caused by:
- installation by a person who is not a qualified electrician, or an installation without a valid CoC;
- installation that does not follow the manufacturer’s specifications and SANS 10142-1, including missing or incorrectly rated surge protection, breakers, isolators, fuses or changeover switching;
- opening the unit, removing or breaking the warranty seal, or repairs by an unauthorised person or with non-approved parts;
- lightning, power surges, grid faults, or faults in the building’s wiring;
- misuse, neglect, or not following the operating instructions;
- water, fire, pests, accidental damage, or physical damage after delivery.
3.7 Items we cannot accept back
- Goods made or cut to your specification, such as cables cut to length or custom mounting kits, unless faulty.
- Goods with missing, removed or mismatched serial numbers. The serial number on the product must match the box and our sales records.
- Installed goods, except under warranty after inspection.
3.8 How to return goods
- Contact us first at sales@omnipath.co.za to get a return number. Returns sent without one may be delayed.
- Pack goods securely, preferably in the original packaging, and include your invoice or order number.
- Where you are paying for the return, you may use your own courier, or we can arrange one and deduct the fee from your refund.
- We inspect every return within [5] working days of receiving it.
3.9 Refunds
Approved refunds are paid within 30 days, to the original payment method or to the bank account you provide. With your agreement, we can issue store credit or an exchange instead.
3.10 Limits of our liability
To the extent permitted by law, Omnipath is not liable for indirect or consequential losses, such as loss of income or profit, arising from a product failure, delay or installation fault. Nothing in this policy excludes liability that cannot be excluded under the CPA, including for harm caused by unsafe or defective goods.
3.11 Contact
Omnipath Power Solutions, a division of Omnipath Holdings (Pty) Ltd
Email: sales@omnipath.co.za
Tel: +27 (0)10 018 7503