Warranties, Returns, Exchanges, and Repairs policy

General Return and Exchange Policy We value your satisfaction and understand that there may be instances where you might not be completely satisfied with your purchase or the product/s may no longer be needed. In such cases, we offer a full refund or product exchange option within 30 days of the original receipt date. Conditions for Return To be eligible for a return, the item you purchased must meet the following conditions:

1. Same Condition: The item must be in the same condition as when you received it. It should be unused and show no signs of wear or damage.
2. Original Packaging: The item must be returned in its original and unmarked packaging. This helps ensure the item remains protected during transit.
3. Proof of Purchase: You will need to provide proof of purchase. This could be a receipt or any other document that clearly shows the details of your purchase.
4. Return Request Form: A ‘Return Request form’ must be filled out and included with your return. This form helps us process your refund more efficiently and is readily available from our sales team or downloadable from our website.
5. Bank Verification: A stamped and verified bank letter must be provided. This is to ensure that the refund goes into the legitimate account.
6. Handling fee: A 5% handling fee will be applied to all returns. This fee is essential to cover the administrative expenses incurred in processing returns and upholding the standards of our service. Failure to respond in writing within 30 days of the return will be construed as acknowledgment and acceptance of the handling fee charge.

Please note that failure to meet any of these conditions may result in delays in processing your refund or exchange. We appreciate your understanding and cooperation in this matter. Out-of-Warranty Service In the event that your item becomes defective or damaged beyond the 1-year warranty period, we offer a repair service to help extend the life of your product. Requesting a Repair To request a repair, please follow the steps below:

1. Fault Report: Complete our detailed ‘Return Request form’. This form allows you to describe the issue with your item in detail, which helps us diagnose the problem more accurately.
2. Proof of Purchase: Provide proof of purchase. This could be a receipt or any other document that clearly shows the details of your purchase.
3. Inspection: Once we receive your item and the necessary documentation, we will conduct a thorough inspection to determine the best course of action.

Repair or Replacement Options Pending the nature and extent of the defect or damage, we may offer one of the following options:

1. Free Repair: If the defect or damage is minor and can be easily fixed, we may offer to repair the item free of charge.
2. Quote for Repair: If the defect or damage is more significant, we may provide a quote for the cost of repair.
3. Quote for Replacement: In some cases, it may be more cost-effective to replace the item entirely. In such cases, we will provide a quote for a full product replacement.

Approval and Execution Upon receiving your written acceptance of our quote or your order for repair or replacement, we will proceed with the agreed-upon service. Please note that we will not perform any repairs or replacements without your explicit approval. Under Warranty Service If your item becomes defective or damaged within the 1-year warranty period, we offer a replacement or repair service. To request this service, please complete our detailed ‘Return Request form’, and provide the proof of purchase. Once we receive your item and the necessary documentation, we will conduct a thorough inspection to determine the best course of action. Warranty Exclusions Please note that our warranty does not cover the following situations:

1. Free from Defects: Goods that are free from defects in materials and manufacturing workmanship are void of warranty.
2. User-Fault or User-Error: Any damage caused by user-fault or user-error is void of warranty.
3. Natural Hazards or Disasters: Damage caused by natural hazards or disasters, such as floods, lightning, or fire, is void of warranty.
4. Misuse or Lack of Maintenance: The warranty will be voided if the product failure is due to misuse or lack of proper maintenance.
5. Significant Alterations: The warranty will be voided if you have made significant alterations to the product, affecting its performance.

Resolution Options Depending on the nature and extent of the defect or damage, we may offer one of the following options:

1. Full Warranty Replacement: If the defect or damage is covered by the warranty, we may offer a full warranty replacement.
2. Free Repair: If the defect or damage can be repaired, we may offer to repair the item free of charge.
3. Partial Refund: Pending thorough inspection and investigation and in some cases, we may offer a partial refund.

Approval and Execution Upon receiving your written acceptance of our proposed resolution, we will proceed with the replacement or repair. Please note that we will not perform any replacements or repairs without your explicit approval. Initiating a Return or Repair Request If you wish to initiate a return or repair request, please follow the steps below:

1. Contact Customer Service: Reach out to our customer service team either by phone at 0118271386 or via email at info@hagar.co.za or sales@hagar.co.za – Our team is ready to assist you with your request.
2. Return Authorisation Number: Upon contacting us, we will provide you with a return authorisation number. This number is important as it helps us track your return or repair request.
3. Shipping Instructions: We will also provide you with detailed instructions on how to ship your item back to us. Please ensure to follow these instructions carefully to avoid any damage during transit.

Shipping Costs Pending Warranty status, please note that you may be responsible for all shipping costs on the return of your item/s. Unfortunately, these costs are non-refundable. We recommend using a trackable shipping service or purchasing shipping insurance to ensure that we receive your returned item. Our Commitment We appreciate your business and strive to provide you with quality products and services. If you have any questions or concerns, or if you need further assistance with your return or repair request, please do not hesitate to contact us. Our customer service team is here to help and ensure your satisfaction at all times. For queries or further information, please Contact Us