This document outlines the legal aspects of our Refund Policy.
This Refund Policy regulates the extent to which you may cancel your purchases made on the Website and be refunded, therefore, either before or after having received the product, as well as what your remedies are if the product you received is defective. It also explains the process you need to follow in order to properly cancel a purchase, report a defect, arrange for a return etc.
You are not entitled to any refund, repair or replacement save to the extent that it is expressly provided for under this Refund Policy in its sole discretion and without being obliged thereto, chooses to give you a refund, repair or replacement.
1. Your rights to cancel, return &/or be refunded
1.1 Early Cancellations
Subject to the EXCEPTIONS listed below, you are entitled to cancel (either in whole or in part) any purchase without attracting any cancellation and/or administration charges if you cancel prior to the packaging of the products so purchased, and you effect such cancellation online on your 'orders' webpage (it's being recorded that this online functionality for cancelling any sale will only be available for so long as you are entitled to cancel same on a penalty-free basis).
If timeously cancelled as aforesaid, you will be fully refunded in respect of such cancelled purchase (including delivery charges), without any administrative or other charges being payable provided that, should a sale only be partially cancelled and delivery charges as re-calculated on the value of the revised order exceed the delivery charges as calculated on the original order, you shall be liable for the amount of such excess delivery charges
EXCEPTIONS: Early cancellation as aforesaid is NOT possible for purchases of electronic Vouchers (which cannot be cancelled at all once purchased).
1.2 Late Delivery & Stock Shortages
If a product you have purchased is not delivered within the agreed delivery period (or where no specific period was agreed, within 30 days after having purchased the Product) you are entitled to cancel such purchase on 7 days notice to the seller of such product the functionality for giving such notice being provided on the 'orders' webpage of the Website.
Should a product that you've ordered be out of stock, the seller thereof will notify you thereof, whereupon:
In the event of a temporary out-of-stock situation, you shall be entitled either to cancel the order and be fully refunded, or to maintain the sale subject to a later delivery date as may be agreed.
In the event of a permanent out-of-stock situation, you shall be entitled to be fully refunded.
In being 'fully refunded' as aforesaid, you will be refunded the relevant purchase price and delivery charges, without having to pay any administrative or other charges.
1.3 Incorrect Product Delivered
If the incorrect Product is delivered to you (i.e. it is not the Product you purchased), please do not remove the Product from its original packaging, open or use the Product in any way. Please promptly contact BuildVolume, so that we can resolve the mistake by arranging to collect such Product from you and deliver the correct Product to you, as quickly as possible.
1.4 Non-defective products
Save for certain EXCEPTIONS (as listed below), you are entitled, after your receipt of a product purchased by you, to cancel that purchase within the relevant COOL OFF PERIOD specified below, and to obtain a full purchase price refund, subject to being charged by us for the return of the product.
COOL OFF PERIOD:
Products purchased from BuildVolume: 7 days
EXCEPTIONS: The aforesaid ability to cancel purchases of non-defective products will NOT apply in respect of the following types of products:
Books, magazines, newspapers and periodicals.
Computer software which has been opened/unsealed.
Products which by reason of their nature cannot be returned (which include eBooks, electronic Vouchers, and for hygiene reasons)
Note that although you are entitled to 'cool off' and cancel your purchase as aforesaid, the product must be returned in the condition you received it and by following the procedure set out in the 'Return & Refund Process' section below. So, if you wish to return any non-defective product delivered to you for a refund as aforesaid, please do not remove the product from its original packaging and/or use or wear the Product. Remember that the seller may hold you liable for any damage you cause to the product (including its packaging) while in your possession.
POSSIBLE LENIENCY BY BUILDVOLUME: Although your right to return non-defective products bought from BuildVolume are as set out above, if you want to return a non-defective product you purchased from BuildVolume after the aforesaid 7 day cooling off period and/or the non-defective product returned is not in the same condition as when it was delivered to you, BuildVolume may, in its sole discretion, decide to nevertheless give you a partial refund on that purchase.
1.5 Defective Products
GENERAL RULE: If, within 6 months after delivery of a product:
you find that the product is defective/faulty, or unsuitable for the purpose for which it was indicated in the product description (or otherwise generally intended), or not legal, or not reasonably durable (based on circumstances and product type) (hereinafter referred to as being "Defective"); and
you return such product to us in the manner set out in the "Return & Refund Process" section below (being the ONLY manner in which returns will be accepted by the relevant seller)
And the product is subsequently found:
To indeed be Defective, you are entitled to either (a) have the product repaired or replaced by BuildVolume, or (b) be fully refunded.
Not to be Defective, you will not be entitled to any refund, or free replacement or repair, and you may be liable for the costs incurred in having such product collected from and returned back to you.
WHEN IS THE PRODUCT 'DEFECTIVE'? Please note that the following issues/problems will NOT render the product damaged, defective or unsuitable as aforesaid and will not entitle you to any repair, replacement or refund:
Faults resulting from normal wear and tear.
Where you, or someone unauthorised to do so by us, has altered, repaired or damaged the product (via misuse or abuse). IMPORTANT: you should refuse to accept delivery of any product which is visibly damaged, and if you only discover the damage after the courier has left (eg a cracked screen, cover), then you must report it to us, as soon as possible and within 48 hours. If only reported after 48 hours, it is reasonable for us to determine that the damage was caused post delivery.
Electronic hardware or software purchased by you which are not compatible with your operating system and/or existing hardware
Consequently, before purchasing any electronic hardware or software, please confirm that same is compatible with your existing hardware and operating system. System requirements are usually available on the manufacturer's website.
Photographic equipment which shows evidence of (a) impact, sand, liquid or moisture damage; (b) dropping, mishandling or tampering; (c) battery or chemical corrosion; (d) damage caused by connected equipment; or (d) use contrary to the applicable instruction manual
Used products not being in an 'as new' condition. Note that although BuildVolume only sells new products.
EXCEPTIONS TO THE GENERAL RULE:
Special Offers: If the product was ordered pursuant to a "Special Offer" and such product is no longer being offered at the special price, should you elect to have the product repaired or replaced (as opposed to being refunded), you acknowledge and accept that the seller may only be able to repair, not replace same.
Certain product types which have been opened: To combat the illegal copying of digital media, if the following types of products are returned for being defective or damaged, the seller reserves the right to only replace it with another copy of the same product without giving you the option of a refund: CDs, Videos, DVDs, audio tapes, computer software, games and printer consumables.
Manufacturer Warranties/Guarantees: Certain products may carry additional manufacturer's warranties/guarantees which are wider in scope, and/or longer in duration, than the 6-month warranty generally provided (as discussed above). Consequently, if a defect is discovered AFTER 6 months from delivery, you could still rely on the following:
Electronic hardware (excluding Gaming Consoles)
Electronic hardware manufacturer guarantees are normally a 1-year repair guarantee in which case your remedy under such Guarantee would be restricted to the costs of repair or replacement of faulty goods or granting of a credit at the sole discretion of the manufacturer after investigation and/or testing of goods.
Electronic Hardware Manufacturer Guarantees are immediately null and void should any equipment be tampered with, or the seals on equipment be broken by anyone other than the manufacturer's representative, or the goods be operated outside the manufacturer's specifications. Manufacturers also won't be liable for any damage arising from any misuse or abuse of the goods.
No writable media CD-R, CD-RW, DVD-RW may be returned under Electronic Hardware Manufacturer Guarantees.
POSSIBLE LENIENCY BY BUILDVOLUME: Although your rights in relation to Defective products are as set out above, if you return an allegedly Defective product you purchased from BuildVolume and, following inspection thereof it cannot be established with certainty that the product is Defective, BuildVolume may, in its sole discretion, nevertheless decide to give you a partial refund on that purchase or to effect a repair or give you a replacement at a reduced cost.
2. Return & Refund process
2.1 Purchases from BuildVolume
All 3D Printers, 3D Scanners and 3D Equipment (excluding consumables) come with a 1-year manufacturers carry-in warranty. An optional Pro Service Plan is available on our website. Please visit our website under maintenance contracts for more details.
RETURNS: If you want to return a product you have purchased from BuildVolume for any reason permitted under this Refund Policy, you must in all instances first notify BuildVolume thereof to inform us of the reason for your return by contacting us via the online functionality for initiating a Return in your Account, or via email at: email@example.com or our call centre at: +27 (0)10 594 4644. Once you have successfully logged your return as aforesaid, BuildVolume will issue you with a returns authorisation number ("RA Number"). Once you received your RA Number please book in your product at our store, Unit1, Block1, Boardwalk Office Park, Eros Road, Faerie Glen, Pretoria, Gauteng, South Africa, 0043. (If you have purchased a Pro Service Plan with your product please see point 2.2 below for book in process) You must ensure that the product to be booked in is packed so as to comply with the following:
The Product is properly protected;
Save where being returned due to being Defective, the Product is still in its original packaging, together with all accessories, instructions and documentation (if supplied with original packaging), and in perfect condition for the purposes of resale (ie the product must not be damaged, scratched, soiled, and in the case of electronic hardware, the adhesive screen covers must not have been removed); and
Aforesaid RA Number is accurately reflected in/on the parcel
BuildVolume is not able to accept the return of any product/s, which have not gone through the above process and/or are not accompanied by a valid RA Number. Products returned without a valid RA Number will not have been validly returned and may be sent back to you at your expense. Please treat products and packaging with reasonable care while in your possession. Nothing herein detracts from any right BuildVolume may have to hold you liable for any damage you cause to a product (including its packaging) while in your possession.
REFUNDS: Should you be entitled to a refund for any reason a handling and repackaging fee of up to 20% may be charge at the discretion of BuildVolume and handled on a case by case basis, also such refund shall be effected in the same manner in which your payment was made (ie by processing the refund against your credit card). EXCEPT where payment was made via EFT, bank deposit, Voucher or Coupon, in which case we will credit your BuildVolume shopper profile. Note that for EFT and bank deposit payments, you have the right to request that the relevant amount instead be paid back into your bank account (and note that we will only pay back into your bank account and not a third party's bank account).
2.2 Pro Service Plan
All terms as stipulated above in 2.1 will still apply. The Pro Service Plan will allow you access to additional services such as:
Hot Swap Loan Unit If our team determines your printer needs to be collected for repair, we’ll ship you a loan unit before receiving your printer to ensure your production stays on track. All you need to do is put your unit in its original packaging and we will arrange for collection. Above is subjected to availability of a loan unit, if a loan unit is unavailable or in transit to you, we will offer printing services and only charge for consumables used.
RMA Replacement Unit If our team determines your printer needs to be replaced, we’ll ship you a replacement unit and collect our loan unit. Shipping to be at our cost. If replacement unit is not immediately available our loan unit will remain with you until your replacement unit becomes available. Above is subjected to availability of a loan unit, if a loan unit is unavailable or in transit to you, we will offer printing services and only charge for consumables used. (RMA unit will be a refurbished unit and the remainder warranty of your faulty unit will be carried over to the RMA unit)
Express Courier Services With a Pro Service Plan your shipping method will be bumped up from Standard (4-5 days) shipping to Express (2-3 days) shipping to ensure quicker delivery and pickup times. *days mentioned will be business days *our standard terms and conditions apply - available on our site *loan unit is subject to availability *printing services will be prioritized and moved to second in line
With a Pro Service Plan you will enjoy the benifits of a collection warranty anywhere in South Africa.