Refund and Returns Policy

Overview

Although Titan 3D (“TITAN 3D”) strives to supply the best quality products at the best prices, we must expect that a small percentage of the products will be defective (as with all major brands). To keep customers satisfied, we aim to make the returns process as efficient as possible.

1. Warranty

Subject to what is set out in this policy, unless indicated on the specific product, all of our products carry a 1-year warranty, effective from the date of purchase.

2. Right to quality products

When a customer purchases one of our products, the product must:
2.1. unless the customer has been informed that the products are sold in a specific condition and has expressly agreed to accept the products in that manner or knowingly acted in a manner consistent with accepting the products in that manner or the products were altered by the consumer:
2.2. be reasonably suitable for the purposes for which it is normally intended;
2.3. be of good quality, in good working order and free of any defects;
2.4. be useable and durable for a reasonable period of time;
2.5. comply with any applicable standards; and
2.6. be reasonably suitable for the specific purpose that you informed the supplier that you want to use it for.
2.7. All our products are purchased from suppliers & all warranties are carried with them.

3. Delivery of products

3.1. Delivery of products will be done by external courier companies as per selection on shipping information.

4. Return of products

4.1. The customer may return the products for a full refund, subject to the products being returned in their original condition with all original accessories and packaging:
4.1.1. within 14 days, if the customer did not have an opportunity to inspect the products before delivery;
4.1.2. within 14 days, if the products were intended for a specific purpose and the customer was informed that the products can meet that purpose, and the products do not fulfil that purpose;
4.1.3. within 7 days of delivery of the products in the event that the sale arose from an online platform.
4.2. Notwithstanding the provisions of clause 4.1, the following products are not capable of being returned save in the event of a manufacturing defect:
4.2.1. products purchased by way of special arrangement or custom order, which will only be replaced if defective;
4.2.2. products which are sold as damaged, defective, used, or repaired, where TITAN 3D has disclosed this to you before you purchased the product; and
4.2.3. any health and personal care items.
4.3. If the products are defective, not durable, or not reasonably suited for the intended purpose, the customer can return them within 6 months of purchase. Durability does not apply to fair wear and tear.
4.4. If the products are returned without all of the original accessories, TITAN 3D may refuse to accept the return or may elect to only replace the item that you did return.
4.5. The customer may return defective products after 6 months but within the applicable warranty period if the defect is due to the process of manufacturing of the products and will not apply if:
4.5.1. damage is as a result of general wear and tear of the products;
4.5.2. damage is caused by lightning or power surges;
4.5.3. damage is caused by neglect, misuse, or abuse to the products;
4.5.4. damage arising from alterations to the products;
4.5.5. the products have been used for a purpose other than the purpose for which they were manufactured;
4.5.6. the products have been used contrary to their instruction manuals; 4.5.7. damage is due to accidental damage.
4.5.7. the product has visible marks of use.

5. Local returns procedure

5.1. The customer must take the product, in its original condition, to Titan 3D where it was purchased with the proof of purchase and all the original packaging and accessories (however, the return will not be rejected in the event that the original packaging is missing).
5.2. The Titan 3D representative must assess the product to verify whether:
5.2.1. the product is working or not (if necessary, the product may need to be plugged in/charged);
5.2.2. there is any physical damage to the product caused by the customer, in which event the warranty becomes void, and the product may not be returned;
5.2.3. the product is in the warranty period.
5.3. If Titan 3D representative has determined that the product is indeed defective (not caused by obvious user damage, such as, inter alia, physical damage and/or water damage), and the product was purchased within 7 days of the date of defect, the store representative must complete a returns report and comply with the following procedure:
5.3.1. the customer must be given a new replacement unit or if the equivalent product is not available, products must be ordered from supplier for replacement.
5.3.2. Titan 3D representative must log a ticket with the supplier call center, in which event the following information will be required:
5.3.2.1. date of purchase and proof thereof (i.e. a receipt);
5.3.2.2. full product details;
5.3.2.3. customer contact details;
5.3.2.4. condition of the product;
5.3.2.5. confirmation from the store representative that there is no obvious user damage to the product;
5.3.2.6. confirmation that the customer was either refunded or received a replacement product
5.3.3. when the ticket is logged, the supplier call center will provide Titan 3D representative with a reference number, which reference number can be used in the event that the store representative requires further details on the cause of the defect;
5.3.4. the supplier call center will arrange with its appointed courier company to collect the defective product within 5 business days of the ticket being logged;
5.3.5. once the unit is received, supplier’s technical service department will assess the defective product to determine the cause of the fault for quality control purposes;
5.4. If Titan 3D representative has determined that the product is indeed defective (not caused by obvious user damage, such as, inter alia, physical damage and/or water damage), and the product is within the warranty period, the following procedure must be followed:
5.4.1. Titan 3D representative must log a ticket with the supplier call center, in which event the following information will be required:
5.4.1.1. date of purchase and proof thereof (i.e. a receipt);
5.4.1.2. full product details;
5.4.1.3. customer contact details;
5.4.1.4. condition of the product; and
5.4.1.5. confirmation from the store representative that there is no obvious user damage to the product;
5.4.2. when the ticket is logged, the supplier call center will provide the store representative with a reference number, which reference number can be used to track the product through the returns process;
5.4.3. the supplier call center will arrange with its appointed courier company to collect the defective product within 5 business days of the ticket being logged;
5.4.4. within 5 business days of receipt of the defective product, supplier’s technical service center will assess the unit to determine the cause of the defect and generate a report on the likely cause of the defect. This report will be shared with Titan 3D representative and/or the customer, at TITAN 3D’s election;
5.4.5. if the fault is not due to a manufacturing defect, then the provisions of clause 6 below will apply;
5.4.6. if the fault is due to a manufacturing defect and the product was purchased:
5.4.6.1. less than 6 months prior to the fault occurring, the defective product will be repaired or replaced at the customer’s election;
5.4.6.2. more than 6 months prior to the fault occurring, TITAN 3D shall elect whether to repair or replace the unit
5.4.7. a repaired unit will be tested for quality assurance before being dispatched to the store or user;
5.4.8. new or repaired units, as applicable will be dispatched to Titan 3D or the customer, as applicable, within 5 business days of the report being generated.
5.5. Titan 3D shall not be entitled to receive a refund in respect of the defective product/s but shall be entitled to receive a credit in respect of the defective products/s.
5.6. The customer shall be liable and have no claim, of whatsoever nature, howsoever arising, against TITAN 3D in the event of product returns in accordance with clause 4.1 above.
5.7. The provisions of this clause 5 are only applicable to purchases made within the Republic of South Africa.

6. Out of warranty products / non-manufacturing defects

6.1. Should a product be out of warranty and/or the defect not be due to a manufacturing defect, TITAN 3D shall provide the customer with a quote to repair or replace the product, together with any applicable delivery costs.
6.2. Should the quote be accepted, the customer will be required to make payment of the quote in full, prior to the commencement of any work.
6.3. TITAN 3D shall use its best endeavours to carry out any repairs within 5 business days after receipt of payment, whereafter the product will be tested for quality control purposes before being made available to the customer
6.4. Should the customer elect not to repair or replace the product, the customer shall be entitled to collect the product from TITAN 3D’s technical service centre, at the customer’s own expense.
6.5. TITAN 3D shall be entitled to exercise a lien over any product until such time as any amount owing by the customer, to TITAN 3D is settled in full. In the event that the customer fails to make payment within 2 months of receipt of the quote, TITAN 3D shall be entitled, in its sole discretion to dispose of the product.

7. Cross-border returns procedure

7.1. In the event that a customer returns any product purchased outside of the Republic of South Africa, the provisions of clauses 5.2 and 5.3 to 5.3.2 or 5.4 to 5.4.1, as applicable, shall apply.
7.2. At TITAN 3D’s election, the retailer shall either, at TITAN 3D’s cost:
7.2.1. destroy the defective product and provide written confirmation, together with photographic evidence and any other evidence as may be required by TITAN 3D, from time to time, that the product has been destroyed; or
7.2.2. return the defective product to TITAN 3D for further testing.
7.3. The retailer shall not be entitled to receive a refund in respect of the defective product/s but shall be entitled to receive a credit in respect of the defective products/s.
7.4. Notwithstanding the provisions of clause 7.3, in the event that further testing by TITAN 3D concludes that the product is not defective, the retailer shall not be entitled to receive a credit and shall reimburse TITAN 3D for any and all costs associated with collecting the product from the retailer.
7.5. The retailer shall be liable and have no claim, of whatsoever nature, howsoever arising, against TITAN 3D in the event of product returns in accordance with clause 4.1 above.
7.6. The provisions of this clause 7 are only applicable to purchases made outside of the Republic of South Africa.