Return & Refunds Policy

Return & Refund Policy

At AquaCat Container Traders, we are committed to ensuring your complete satisfaction with every purchase or rental. Our return and refund policy is designed to be transparent, fair, and in full compliance with South African consumer law. Please read the following terms carefully to understand your rights and responsibilities regarding returns, cancellations, and refunds.

1. Return Eligibility & Windows

  • Standard Containers: You have 20 days from the date of delivery to request a return for unused, stock-standard containers. Units must not have been altered, installed, or subjected to any modifications.
  • Custom Builds & Special Orders: Containers built, converted, or branded to your unique requirements are generally non-returnable, except in cases of proven structural defects or manufacturing faults.
  • Rental Units: Returns of rental units must be arranged by the end of the agreed rental period. Any damages beyond normal wear and tear may impact your security deposit refund.

2. Conditions & Requirements for Returns

To qualify for a return, the following criteria must be met:
  • The container/unit must be in the exact condition as delivered, with no additional fixtures, customizations, or alterations made after delivery.
  • The unit must be fully accessible for collection by crane truck or suitable vehicle (no permanent structures, fencing, or landscaping blocking access).
  • Valid proof of purchase (tax invoice or signed delivery note) must be provided.
  • For rentals, all keys, locks, and accessories must be returned in good order.

3. Non-Returnable & Excluded Items

  • Containers or units that have been customized, painted, or modified to customer specifications.
  • Any units damaged due to inadequate site preparation, mishandling, neglect, or improper use after delivery.
  • Containers permanently installed or structurally altered on-site.
  • Clearance or “as-is” sale items, unless a structural defect is present.

4. The Return & Inspection Process

  • Notification: To initiate a return, contact our support team at [Insert AquaCat support email] or call [Insert support number] within the specified window.
  • Assessment: We may request detailed photos or arrange a site visit to verify the condition and eligibility of the unit for return.
  • Collection: Once approved, AquaCat will coordinate logistics for collection. Unless the return is due to a proven manufacturing defect, the customer is responsible for all transportation and crane rigging costs associated with the return.
  • Inspection: All returned units are inspected at our depot. If the item meets the required conditions, processing of your refund or replacement begins.

5. Refunds, Restocking Fees & Deductions

  • Defective Units: If a returned unit is found to have structural faults or production defects, you are entitled to a full refund or replacement, including collection costs.
  • Change of Mind/Non-Defective Returns: Returns for reasons other than verified defects may be subject to a 15% restocking fee to cover inspection, handling, and logistics.
  • Security Deposits (Rentals): Refunds on deposits for rentals are processed after inspection, minus any deductions for damage beyond normal wear and tear.
  • Refund Method & Timeline: Refunds are made via EFT to the original payer, processed within 7–10 business days after final inspection and approval.

6. Cancellations

  • Stock Units: Orders for standard, in-stock units may be cancelled prior to dispatch, subject to a 15% administration/handling fee.
  • Custom Builds: Deposits for custom orders are non-refundable once fabrication or conversion work has commenced, as these costs cover bespoke materials and labour.

7. Additional Notes

  • Any disputes regarding returns or refunds will be handled in accordance with the Consumer Protection Act (CPA) of South Africa.
  • AquaCat Container Traders reserves the right to amend this policy in line with evolving business practices or legal requirements. The latest version will always be available on our website.
For further details, clarifications, or to initiate a return, please contact our support team directly. We aim to make every transaction with AquaCat Container Traders transparent, fair, and customer-focused.
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