Refunds & Returns Policy

Effective Date: 2025

At Retrolex Transformers, we are committed to delivering reliable, high-quality products and services. We understand that from time to time, situations may arise requiring the return or exchange of goods. This policy outlines the terms and procedures governing refunds, returns, and warranty claims.

1. General Return Conditions

Customers may request a return, exchange, or refund under the following conditions:

• The return request is submitted within 7 calendar days of receipt of goods.
• The product is in its original condition, unused, uninstalled, and free of damage.
• The item is returned with all original documentation, including delivery notes, test certificates (if supplied), and the original invoice.
• The item was not custom-built, modified, or specially ordered (see section 4).

2. Return Process

To request a return:

1. Email retrolexsales@gmail.com or call 011 914 1154 with the following:
   • Your full name and contact details.
   • Invoice or delivery reference number.
   • Description of the item and reason for return.
   • Photographs (if applicable).
2. Once approved, we will issue a Return Merchandise Authorization (RMA).
3. Goods must be safely packaged and returned to our premises at the customer’s expense unless the return is due to an error or defect attributable to Retrolex.
4. Once received, the returned item will undergo inspection within 5 business days.

3. Refunds

If the return is approved after inspection:

• A full or partial refund will be issued, depending on the condition of the returned item and reason for return.
• Refunds will be made via EFT to the original payer’s bank account.
• Refunds are typically processed within 7 to 10 business days from approval.
• We reserve the right to apply a handling or restocking fee of up to 15% for non-defective returns.

4. Non-Returnable Items

The following items are not eligible for return or refund:

• Custom-manufactured transformers or units built to client specification.
• Mini-substations or oil units that have been used, altered, or installed.
• Transformer oil that has been opened, decanted, or contaminated.
• Clearance or discontinued items marked “non-returnable” at the time of sale.
• Products damaged due to improper handling, installation, or misuse.

5. Warranty Claims

Most of our refurbished transformers and substations include a 12-month carry-in warranty (unless otherwise stated). Warranty coverage includes:

• Repair or replacement of faulty components due to manufacturing or refurbishment defects.
• Free technical support and fault diagnosis.

Warranty does not cover:

• Damage due to electrical faults, overloads, lightning, or environmental factors.
• Products installed or tampered with by unauthorized personnel.
• Transport damage not reported at time of delivery.

To claim under warranty, please provide:

• A copy of the original invoice and delivery note.
• A full description of the fault.
• Photos of the item in its installed condition (if applicable).
• Load conditions and installation specs, if requested.

6. Damaged or Incorrect Items

If you receive an item that is:

• Damaged on delivery, or
• Incorrectly supplied,

you must notify Retrolex within 48 hours of delivery. We will arrange for prompt collection, repair, replacement, or refund at no cost to you.

7. Transport & Risk

All items returned are at the customer’s risk until received and inspected by Retrolex. We recommend insuring high-value returns and using a trusted courier.

8. Legal Compliance

This policy complies with the Consumer Protection Act (CPA) and Protection of Personal Information Act (POPIA) of South Africa, where applicable. Custom and business-to-business (B2B) sales may have limited refund rights unless agreed in writing.

9. Policy Updates

Retrolex Transformers reserves the right to update or modify this policy at any time without prior notice. The latest version will always be available on our website.

10. Contact Us

For all refund, return, or warranty enquiries:

📧 Email:retrolexsales@gmail.com
📞 Phone: 011 914 1154
📍 Address: 97 All Black Road, Anderbolt, Boksburg, 1459.