Shipping & Delivery Policy

PAPER

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Shipping & Delivery Policy

OVERVIEW

If, for any reason, you are not happy with your goods then please contact us at info@ssppaper.com

SSP PAPER (Pty) Ltd.
[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.co.za or call our office on +27218136901 and we will gladly assist.

Where we deliver

We deliver to all areas in South Africa and major world sea ports

Receiving your delivery

See the guidelines in our COVID-19 Info Hub Page on how to how to safely disinfect goods before use, and other measures to ensure your safety and that of our and our courier/delivery partner’s personnel. Key to remember is the following (which is mandatory by law):

Always maintain a 1,5m distance from courier/delivery personnel, when collecting goods.
No delivery personnel may enter your home if you and any/all residents in the immediate vicinity are not wearing face masks inside the house.

Please arrange that you, or an authorised representative, is available to accept your order at the delivery address and that appropriate access is given. On delivery, we will require you (or your authorised representative) to sign and print your/their name on a duplicate copy of the delivery note to confirm receipt.

Any person other than yourself who receives the order at the delivery address is presumed to be authorised to accept delivery on your behalf. Should no-one be available at the delivery address specified by you at the time of delivery, the driver will return the order. The courier company will attempt to contact you to make new arrangements for re-delivery. Should no-one be available on the second attempt we reserve the right to charge an additional delivery fee.

We have outsourced all deliveries and so we cannot, to the extent permitted by law, be liable for any damage suffered or loss incurred by reason of any acts or omissions of the courier.

Our delivery service is not authorised to modify or tamper with your purchase or residence under any circumstances. They are instructed to leave the order in a safe area on your property, if available, or it will be returned to Game. Please note that Game will not be liable for any damages if you have instructed the delivery company to modify, tamper or force the purchase through your entrance.

We request that you inspect your goods prior to signing the delivery document and ensure all goods are received in good working order and free of any damage.

If you see any inconsistencies, please ensure the delivery document is endorsed accordingly and reject your delivery.

How to request a return

Log a support ticket by detailing your request with any supporting documentation or pictures to websupport@ssppaper.co.za Alternatively contact the Online Support Centre at +27218136901. Our agents will guide you on the steps to follow.

Small to medium sized items (can be carried by one person)

You can return your item to any one of SSP Paper stores nationwide for a full return or refund. Please ensure you retain all packaging, manuals and accessories to allow us in processing the return in store.

Should you wish to have a small or medium sized item collected by our courier, log a support ticket with info@ssppaper.com. Detail your request with four pictures indicating the outer packaging as well as the product. Please ensure your order number is indicated on the subject line of your email. We will then arrange a collection.

Large items (cannot be carried by one person)

For large items, please send email to info@ssppaper.com. Detail your request with four pictures indicating the outer packaging as well as the product. Please ensure that your order number is indicated on the subject line of your email.

We will then arrange a collection.

Changing your mind / cancelling your order

If you change your mind and wish to return the goods you have bought online you can do so. If you are not happy with your purchase you have up to 60 days from the day you received your order to return it without penalty. The goods need to be in unused condition and in their original sealed packaging. You may be liable for the direct costs of returning the goods. All returned items are subject to inspection to ensure they are suitable for a refund.

Damaged or wrong items at point of delivery

Should an item be incorrect, please contact our Online Support Centre on +27218136901 to arrange for the earliest convenient collection date. Once returned to the store, the product will undergo an assessment after which, the correct item will be dispatched. Promotional, free or bundled items that were part of a purchase must also be returned.

6 month applied warranty
If in the first six months of you having received your goods you find that they are unsafe or have a manufacturing defect, you are entitled to return the goods without penalty and at your discretion. SSP Paper will replace the failed, unsafe or defective goods or refund you the purchase price that you have paid. We reserve the right to send the goods for a technical assessment to determine what the cause of the defect is.

You will lose your right to claim if the defect is caused by:

    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. SSP Paper sells products that are for domestic use only
Goods used contrary to their instruction manuals
Accidental damage

General Information

The Company’s:

    VAT Registration Number:4700236799
    Registered office address is 3 Goodenough Ave Goodwood Cape Town 7460 South Africa
    Website address is: www.ssppaper.com
    Email address is: info@ssppaper.com

Product defects within the manufacturers guarantee/warranty
SSP Paper will honour all manufacturer warranties and guarantees. So if your product is defective after six months but before the end of the manufacturers guarantee or warranty, we will send your goods in for repairs. The manufacturer will determine whether your goods will be replaced or repaired. (Please refer to your manual on the details of the manufacturer’s warranty or guarantee).

Product defects after the manufacturer’s warranty has expired
If the manufacturer’s warranty has expired and you wish to have your goods repaired, SSP Paper will arrange a repair to take place on your behalf. A quote will be sent to you in 10 days of the goods being received for your approval.

An assessment fee may be charged whether or not the repair takes place
You will be liable for all associated costs of any repairs that are done out of warranty