Refunds & Returns
Returns Policy
We want you to be satisfied with every purchase you make, so our Returns Policy and process should give you great peace of mind. This policy forms part of the SSP Paper Terms and Conditions. SSPaper is committed to operating in line with the Consumer Protection Act and all policies are subject to the applicable law.
OVERVIEW
If, for any reason, you are not happy with your goods then please contact us at info@ssppaper.com
SSP PAPER (Pty) Ltd.
[Re: Returns Compliance Officer]
Address: 3 Goodenough Ave
Goodwood Cape Town 7460
South Africa
Phone: +27218136901
Return Window
The amount of time a customer has to return a product is 60 days
We will do our very best to resolve the situation.
To be eligible for a return, your item must be returned in its original packaging. To complete your return, we require a receipt or proof of purchase.
Your responsibility on receipt of your order:
- Ensure that someone is at the delivery address during the agreed delivery window time to receive the order;
- Ensure that the person receiving the order checks the goods and notifies us immediately of any discrepancies. Should no discrepancies be noted we will regard the order as having been delivered correctly and in full;
- Ensure that all perishable products received are refrigerated immediately after receipt of delivery; should you claim that your goods are spoiled and we find that you did not refrigerate them timeously, we will not be required to refund or replace goods.
If we accidentally deliver the wrong product to you, please notify us and we will collect the product from you at no charge and replace it with the correct order.
REFUNDS (IF APPLICABLE)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
LATE OR MISSING REFUNDS (IF APPLICABLE)
- If you haven’t received a refund yet, first check your bank account again.
- Then contact your credit card company, it may take some time before your refund is officially posted.
- Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at
info@ssppaper.com
SALE ITEMS (IF APPLICABLE)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
EXCHANGES (IF APPLICABLE)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@ssppaper.com or call our office on +27218136901 and we will gladly assist.
If returning an item
1. Did you purchase the item you are returning online, in app or in-store?
a. Purchased online or in-app
• Return online: This can be done on SSP Paper website.
• We’ll collect the item within 60 days. Items must be packed in their original packaging with all accessories and documentation prior to collection.
*Refunds or replacements can take between 10 days.
• Only some items can be returned directly to a store.
Please check if your item was marked as “Available online only. Not in store”. This means it cannot be returned to store as it comes directly from a supplier and must be returned online.
What items can you return and when?
1. General Items
If your purchase isn't what you had in mind, log a return within 60 days and we will either replace the item or process a refund on your behalf.
If you change your mind and wish to return an item after 60 days, a collection fee may be applicable.
2. Returns within 6 months of delivery. (Your product is covered by SSP Paper)
If your item is faulty, a technician will be sent to your home to assess the item and based on the defect, we will replace, repair or refund you.
3. Returns 6 months or more after delivery. (Check your manual for the warranty duration)
If your product is under warranty (you will find this information in the manual) a technician will be sent to your home to assess your product and based on the defect, we will replace, repair or refund you.
Replacements, repairs and refunds can take up to 10 days. We’ll keep you updated on the progress of your return.
If your product is no longer under warranty and an extended warranty was not purchased, you will be liable for the cost of repairs should you wish to repair your product through Impact.
Damaged/ incorrect items at the point of delivery
Log your return online. Once collected, the product will undergo an assessment and the correct item will be dispatched.
Promotional, free or bundled items that were part of a purchase must also be returned.
Extended Warranties
If you have purchased an extended warranty and would like to submit a claim, contact our Online Support Centre on mail info@ssppaper.com to arrange for technician to come out and assess your product.
Your product will be assessed and depending on the defect, it will either be refunded
This policy excludes products for office use and only covers products for household use.
If you have purchased a product and would like an extended warranty, you have 30 days from the date of purchase to purchase it.
You're unable to claim if any defects with the items were caused by:
• lightning or power surges
• misuse or abuse to the goods
• use for a purpose other than the purpose for which the item was manufactured
• contrary use to the instruction manuals
• accidental damage
Refunds
Once SSP Paper has assessed a returned item and approved as a refund, you will receive your money back in the same manner in which you made your purchase :
*Refunds or replacements can take between 10 days.
Credit note
Electronic transfer directly into your account
Cash (if the original payment was made in cash)
Credit card (by reversal back to your credit card and subject to banking delays)
Cheque – within one week of request and only once your original cheque has cleared
Gift card
SSP Paper will refund a purchase for the exact amount paid less the following:
Credit note
Any delivery costs already incurred by Impact
Any restocking fee for special orders
Please contact our Online Support Centre on mail info@ sspaper.co.za . Our operating hours are 8AM-6PM (Monday to Saturday) and 9AM-4PM (Sundays and public holiday)
General Information
The Company’s:
VAT Registration Number: 4700236799
Registered office address is 03 Goodenough Avenue Epping Industria , Cape Town, 7460.
Website address is: www.ssppaper.com
Email address is: info@ssppaper.com
Copyright © 1998-2024 SSP Paper Limited. All Rights Reserved.