We want you to be happy with your purchase. If you are not completely satisfied, you can return the product to us and we will either repair, refund or replace it, subject to the terms below.
This policy forms part of Firesmiths Terms and Conditions and words defined in the Terms and Conditions have the same meaning in this policy unless the context indicates otherwise. Nothing in this policy is intended to limit your statutory rights in any way. Please take note this return policy only applies to products purchased directly from www.firesmiths.co. For any other Firesmiths products that is purchased directly from one of our authorised agents kindly review their return policy on their website or contact their respective support centre.
1.Cooling-off period for electronic transactions
Section 44 of the Electronic Communications and Transactions Act may apply to your electronic transactions. If you qualify as a consumer under the ECT Act, you may be entitled to cancel some electronic transactions within seven days, without reason or penalty. 'Cancel' means each party will be placed in the same position that they were in before the transaction took place. This means that you have to return a new, unused good, and we will refund the purchase price. Section 44 is only applicable if you are a natural person – in other words, a human being. You must also be the end user of the goods or service. The transaction must be an electronic transaction — a transaction concluded via (in whole or in part) the website, email, or SMS.
Certain goods by reason of their nature cannot be returned during the cooling-off period, such as eBooks, eMagazines, or electronic vouchers. If you have any problems with these types of digital goods, please contact us within seven days of the date on which you purchased the goods. We will do our best to resolve the problem. We will revoke access to our online cooking course if you cancel an electronic transaction in terms of section 44 of the ECT Act.
This cooling off period does not apply to goods made or altered to your specifications, or goods specially ordered from a foreign country.
- Return of goods in terms of cooling-off period
You must return any goods in new condition with all original packaging and materials (including any accessories or parts). We will refund the purchase price of the goods within 30 days of the date of cancellation.
- Statutory warranty against defects
We warrant all our new goods against any defects for six months of normal household or business use, from the time we supplied the goods. This is the statutory warranty in terms of the Consumer Protection Act of 2008 (the CPA).
- Extended supplier warranty
After the six months' statutory warranty has expired, some of our products have an extended warranty. Refer to section 13 below for further detail.
- Invalidation of warranties and right to return unsuitable goods
Warranties on any of our goods will be invalid if any person who is not suitably qualified has opened, tampered with or altered the goods contrary to the instructions or removed the warranty label. This also applies to goods found to be unsuitable. It is considered fraud to damage goods deliberately to claim a refund.
- Statutory compensation
We will repair, replace, or refund the price of any defective goods that you return to us during the six-month statutory warranty. Returns must follow our returns procedure below. We will do our best to repair the defective good, or replace it within 21 calendar days. However, if it takes longer, we will contact you to let you know what is happening.
- Choice of compensation
Any customer that is also a consumer under the CPA may decide whether we should either repair or replace the defective goods, or make a refund. We will decide how to compensate any of our other customers.
- Statutory right to return unsuitable / unwanted goods
You may return goods within 14 days of delivery if the goods are not what you ordered or expected, or are not suitable for a specific purpose as communicated.
- Unwanted Products
In general and in accordance with your statutory rights, you can return a product to www.firesmiths.co provided:
- Any return of physical goods must include all accessories and instructions, and all original packaging that is still available. Returns that are sent back otherwise will have a 10% repackaging fee levied against them. If original delivery packaging is not available, please make sure the goods are in protective packaging as we are not responsible for any damage in transit. If the returning product item has not been packaged properly and is damaged, then we simply cannot give you a refund. It is your responsibility to package the item correctly.
- it is not listed in section 10 - Products not eligible for return
- We will refund the full price of any unsuitable goods in their original unopened packaging. For opened goods, we may deduct or charge a reasonable amount for any use of the goods plus certain costs necessary for repackaging and restocking, subject to the CPA. These costs are usually up to 25% of the cost of the goods.
Not what you ordered?
In the unlikely event that we accidentally delivered the wrong product to you, or if the product is not as described on the Website (or if it is missing any accessories), please notify us and we will collect the product from you at no charge. Once we have inspected the product and validated your return, we will, at your choice, deliver the correct product to you as soon as possible (if the correct product is available); or credit your account with the purchase price of the product within 14 days of the return (or refund you if that is your preference). For authorised agents please contact their support departments directly for term and conditions with regards to incorrect order shipments.
- Products not eligible for returns
The following products are not eligible for a refund, exchange or credit:
- Electronic vouchers;
- Foodstuff, beverages or other products intended for everyday consumption;
- Products which have been personalised for you or made to your specifications, unless defective.
- Products damaged on delivery
If your goods arrive damaged, missing any parts or accessories, or inoperable, then we will do our best to resolve the issue. Please notify us within 7 days (the sooner the better) by contacting us or emailing our support centre on www.firesmiths.co
We will require the following information to assess where in the delivery process the damage may have occurred:
- photograph of the outer box (including whether it has a Fragile sticker or not);
- photograph of the inside of the box, including the inner packaging; and
- photograph of the damaged item.
If necessary we will arrange collection of the product from you at no charge. Once we have inspected the product or photographs and validated your return (if needed), we will, according to your preference:
- replace the product (if available); or
- issue a refund voucher for the purchase price of the product or
- issue a refund (using the same method of payment you originally used for the purchase).
- Please note that a refund is not available if the item was received as a gift.
Credits and refunds are normally handled within 14 days of logging the return (bear in mind that refunds can take 1-4 working days to reflect in your account). Repairs and replacements could take longer, depending on parts / replacement availability. For authorised agents please contact their support departments directly for term and conditions with regards to product damages on delivery / collection.
- Defective products
We offer a limited 1-year warranty on our Firesmiths smokers. We do our best to ensure that the products we deliver to you are of a high quality and without defects.
What is a defect? A defect is a material imperfection in the manufacture of a product or any characteristic of a product, which makes the product less acceptable than one would reasonably be entitled to expect in the circumstances. Please refer to our limited warranty policy for more detail on what is exactly covered and excluded.
Take note following will NOT be regarded as defects and will not entitle you to a return under this section 4:
- faults resulting from normal wear and tear;
- damage arising from negligence, user abuse or incorrect usage of the product;
- damage arising from electrical surges or sea air corrosion;
- damage arising from a failure to adequately care for the product;
- damage arising from unauthorised alterations to the product
- Damage, failures, or operating difficulties resulting from accident, alteration, careless handling, misuse, abuse, fire, flood,acts of God, improper installation or maintenance, installation not in accordance with electrical or plumbing codes, or use of products not approved by the manufacturer
- Limited 1-Year Warranty
This warranty only applies to units purchased from an authorized agent or www.firesmiths.co directly. Firesmiths warrants to the original consumer-purchaser only that this product shall be free from defects in workmanship and materials after correct assembly and under normal and reasonable home use for the periods indicated below beginning on the date of purchase. Firesmiths and our authorised agents reserves the right to require that defective parts be returned, postage and or freight pre-paid by the consumer for review and examination.
If you have received a product which turns out to be defective, please notify us directly if purchased from Firesmiths or contact your authorised agent that you purchased from as soon as reasonably possible after you become aware of the defect, but in any event within 6 months after delivery / collection of the product.
Once our authorised agent or www.firesmiths.co have inspected the product and validated your return, we will, at your choice, repair / replace the product (if such repair / replacement is possible) or the authorised agent or Firesmiths will credit your account with the purchase price of the product (or refund you if that is your preference). Credits and refunds for good purchase from Firesmiths directly are normally handled within 14 days of logging the return (bear in mind that refunds can take 1-4 working days to reflect in your account). Repairs and replacements could take longer, depending on parts / replacement availability. If purchased from one of our authorised agents please contact their support centre for more information and assistance with regards to credit and refund of your purchase.
We ask that you please provide suitable packaging for returning the products to us or our authorise agents as well as all accessories that were sold with the defective item when you return it to us – regardless of whether you request a repair / replacement or a refund. Our courier or that our authorised agents is entitled to refuse collection of a product that is not properly packaged for transport to our or our authorise agents return address.
- Vouchers & Coupons
There are two types of Coupons: a Coupon with a fixed amount of a discount, e.g. R100 off (“Fixed Coupon”), and a Coupon with a percentage discount, e.g. 10% off (“Percentage Coupon”).
Where you have used a Fixed Coupon to pay for an order from www.firesmiths.co directly, and you or www.firesmiths.co later cancels your order (or part thereof) prior to delivery of the relevant product(s), or you log a return of one or more products for a credit in accordance with this Policy, the value of the Fixed Coupon will be deducted from the purchase price of the cancelled or returned product(s) (as applicable), and we will credit your account for the balance, if any (or refund you if that is your preference). We will also provide you with a replacement Fixed Coupon of the same value as the original Fixed Coupon used. Firesmiths may in its sole discretion impose restrictions on the use of the replacement Fixed Coupon. For any subsequent cancellations or returns arising out of the same order, we will credit your account as normal with the value of the returned product (or refund you if that is your preference).
Where you have used a Percentage Coupon to pay for an order purchased through www.firesmiths.co and you or www.firesmiths.co cancels your order (or part thereof) prior to delivery of the relevant product(s), or you log a return of one or more products for a credit in accordance with this Policy, the value of the discount received using the Percentage Coupon will be deducted from the purchase price of the cancelled or returned product(s) (as applicable), and we will credit your account for the balance, if any (or refund you if that is your preference). We will also provide you with a replacement Fixed Coupon of the same value as the discount received using the original Percentage Coupon. www.firesmiths.co may in its sole discretion impose restrictions on the use of the replacement Fixed Coupon. For any subsequent cancellations or returns arising out of the same order, we will credit your account as normal with the value of the returned product (or refund you if that is your preference).
Wherever you have used a Voucher to purchase a product that you later return for a refund in accordance with this Policy, we cannot refund you in cash for that portion of the purchase price which you paid using the Voucher, but we will credit your account.
If you return a defective product to www.firesmiths.co directly, but you fail to return all of the accessories that were sold with that product, we are entitled (subject to applicable law) to refuse the return, only to replace the item that you did return, or to estimate the value of the missing accessories and only to credit or refund you in respect of the returned item.
If you return items to purchase through www.firesmiths.co by mistake and you want these returned to you, you may be liable to reimburse www.firesmiths.co for the cost of having the product returned to you.If you return a product purchased through www.firesmiths.co that does not comply with this policy, you may be liable to reimburse www.firesmiths.co.za for the cost of collecting the product from you and the cost of having the product returned to you.