Cancellations, Refunds & Returns

Availability

The provision of goods and services by Eklutna Trading 9 is subject to availability.

• In cases of unavailability, Eklutna Trading 9 will refund the client in full within 3 working days, either to the original method of payment or via EFT.
• Where there is a stock count error, and we are unable to source stock to provide the order at the same price, we will cancel the order.

Cancellation Before Dispatch

• Not Eligible
• If verification is positive before 13pm on the same day we will complete fulfillment process, i.e., pick, pack, book courier and await collection
• Special order items (items that are not normally stocked), cannot be cancelled. These parts are ordered specially from manufacturers or agents and they may be non-returnable or unfeasible to return. We will not be able to accept special order goods back for refunds, credit or exchange unless incorrectly supplied.
• Eligible
• Fulfilment has not past positive verification of Step 3

Returns

• Not Eligible
• Correctly supplied goods.
• Eligible
• Incorrectly supplied goods
• Contact us immediately, or within 24 hours, by emailing support
• Must be returned in the original condition as supplied, including all accessories such as studs, pipes, seats, washers that may be required when installing. If the customer returns an item that is not in the original condition as supplied, we will reject the return at the customer's cost
• If the incorrect item is received, the customer is obligated to take reasonable care of the products while they are in the customers possession, including on the customers premises or in their vehicle or held by their representative, until the item has been returned. Failure to comply with this obligation, will result in the customer being liable to compensate us.
• Damaged on arrival
• Write on waybill "damaged" and take a picture of the waybill. Failure to note the damage on the waybill, will result in the courier trying to absolve themselves of any responsibility.
• Immediately take clear pictures of the packaging and the damage on the item
• Contact us immediately, or within 24 hours, we are unable to accept responsibility for damage to goods beyond this period.
• Email support and note all damages and send pictures. Label each item and the corresponding picture
• In the above 2 scenarios we will arrange collection or seek the customers assistance to return.

Return Process

• Pack the item securely to avoid damage
• Give our support rep the address for collection and weight and dimensions if required
• Include in the package a copy of the invoice or print out of the order page, and a written document stating reason for return.
• Write our return address on the package
• In some cases a return label will be sent, which should be attached to the package.
• Refunds or exchange process will only commence once the return item/s is/are in our possession. 
• Upon receipt, all products will be inspected at our discretion, we reserve the right to refuse a credit/exchange/refund should we feel the item is in a condition that is unacceptable.
• Any items returned to us damaged, where it was not damaged upon receipt by the customer, or not in its original condition due to not packaging sufficiently, will be rejected, and will be returned to the customer at the customer's cost. Said item must be collected within 14 days or it will be subject to storage or disposal fees.

Refunds

• If a refund is chosen for incorrect supply or damaged items
• Once the return is received and inspected, we will send an email to notify the customer that we have received the returned item. We will also notify the customer of the approval or rejection of the refund.
• If approved, the refund will be processed, within 3 working days.
• If the refund has not been approved, we will send the item back at the customer's expense.
• Please note that if we incur any costs to receive a return, due to the customer's negligence, we will subtract the costs from the refund, should a refund be approved.

Late Refunds

If a refund has not yet been received, please contact us.