Executive Summary and Overview
Transparent return eligibility, inspection rights, defective equipment remedies, and refund processing timelines in South African Rand (ZAR) in accordance with the South African Consumer Protection Act.
1. Commitment to Customer Satisfaction and Statutory Rights
CONCEPT FROST (PTY) LTD stands behind the structural quality of our ISO shipping containers and the mechanical reliability of our industrial diesel generator sets. This Returns and Refunds Policy is governed by the laws of the Republic of South Africa, specifically the Consumer Protection Act No. 68 of 2008 (CPA) and the Electronic Communications and Transactions Act No. 25 of 2002 (ECTA). Nothing in this policy limits or excludes any statutory rights to which South African buyers are legally entitled.
2. 14 Day Return Window for Standard Equipment
Customers may request a return within 14 calendar days from the date of physical delivery or depot collection for standard inventory shipping containers and diesel generator sets. To qualify for a standard return, the equipment must meet the following conditions:
- The shipping container or generator set must remain in the exact structural, mechanical, and cosmetic condition in which it was delivered.
- For diesel generators, the unit must not have accumulated more than 2 additional test operating hours beyond the pre dispatch hour meter reading recorded on the delivery certificate.
- The unit must not have been structurally modified, cut, welded, repainted, wired into unapproved electrical circuits, or subjected to overloading or improper fuel contamination.
- All original accessories, keys, control panel manuals, battery leads, and test certificates supplied with the unit must be present.
3. Defective, Damaged, or Non Conforming Equipment
Every container and generator is inspected before leaving our Rosherville Road yard in City Deep, Johannesburg South. In the unlikely event that a unit arrives with structural transit damage, fails to match the ordered specification, or exhibits a material mechanical or electrical defect within the warranty period and statutory CPA six month implied warranty window, the buyer is entitled to choose between:
- Prompt on site repair or component replacement by an authorized technician at zero cost to the buyer.
- Replacement of the unit with an identical or equivalent container or generator set from our Johannesburg depot.
- A full 100 percent refund of the purchase price in South African Rand, with return crane truck collection and transport costs paid entirely by CONCEPT FROST (PTY) LTD.
4. Step by Step Return Authorization Procedure
To initiate a return, exchange, or warranty claim, please follow our straightforward authorization process:
- Submit a Written Request: Contact our support desk via email at sales@conceptfrostcontainers.co.za or telephone at +27(0) 10 592 0349 with your order number, commercial tax invoice reference, and unit serial or container number.
- Provide Visual Verification: Where applicable, attach clear photographs of the container or generator, including the serial plate, hour meter, and any area of concern.
- Receive Return Merchandise Authorization (RMA): Within 24 business hours, our depot team will issue an official RMA reference number and coordinate a scheduled date for crane truck or flatbed collection from your premises.
- Depot Return Address: All authorized returns are transported back to CONCEPT FROST (PTY) LTD, Rosherville Rd, City Deep, Johannesburg South, 2049, South Africa.
5. Return Transport Costs and Restocking Terms
For returns resulting from defective equipment, transit damage, or dispatch error by CONCEPT FROST (PTY) LTD, return collection and crane truck loading are completely free of charge (R 0.00 return fee). If a customer initiates a voluntary change of mind return within the 14 day window on a non defective item that has already been delivered to site, no restocking penalty is charged on standard stock items, and our logistics desk can coordinate return transport at direct carrier cost or accept customer arranged flatbed return to our City Deep yard.
6. Refund Processing Timelines and Payment Reversal in ZAR
Once the returned shipping container or generator set arrives at our City Deep depot and completes a verification check (completed within 24 to 48 hours of arrival), CONCEPT FROST (PTY) LTD processes the refund immediately:
- Refund Currency: All refunds are issued strictly in South African Rand (ZAR).
- Refund Method: Refunds are paid via Electronic Funds Transfer (EFT) into the verified South African bank account of the purchaser or reversed to the original payment method used at checkout.
- Clearance Timeline: Approved refunds reflect within 3 to 5 business days depending on interbank clearance times across South African commercial banks (FNB, Standard Bank, ABSA, Nedbank, Capitec, Investec).
For any questions regarding returns, exchanges, or refund status, please contact us at sales@conceptfrostcontainers.co.za or call +27(0) 10 592 0349.