Shipping Policy

 

Shipment processing time

  • All orders are processed within 1-3 working days. Orders are not shipped or delivered on weekends or holidays.

  • We cannot guarantee a same day service on any item.

  • Any advised lead time on a product page is over and above transit times to make delivery of your order to your address.

  • If we are experiencing a high volume of orders, shipments may be delayed by a few days. Please allow additional days in transit for delivery. If there will be a significant delay in shipment of your order, we will contact you via email or telephone.

 

 

Shipping rates & delivery estimates

 

Shipping charges for your order will be calculated and displayed at checkout based on the address you supply

 

We make use of couriers for all our deliveries with an estimated transit times as follows;

  • 1 working day for deliveries within Gauteng.

  • 3 working days for main centres around South Africa.

  • 5 working days for outlying areas within South Africa.

We do not ship outside of South Africa but we do allow collections from our warehouse in Kya Sand, Johannesburg.

 

Main Centres - Johannesburg, Pretoria, Bloemfontein, Cape Town, Durban, Port Elizabeth, East London, George, Kimberley, Ladysmith, Nelspruit, Polokwane, Potchefstroom, Welkom & Witbank.

Large Parcel deliveries within JHB and PTA for items such as ladders, trolleys and pallet jacks does not include outlying areas of Gauteng (i.e Vereeniging, Nigel, Vaal Triangle. For these areas you will need to arrange collection. 

 

Returns Policy

We want you to be happy with your purchase. If you are not completely satisfied, you can return the product to us and we will either repair / replace it or credit your account, subject to the terms below. This policy applies to products bought from Castors Online. 

 

Unwanted Products

In general, you can return an unwanted product to us, provided: 

  • it is undamaged and unused, with the original labels and stickers still attached; 

  • it is in the original packaging, which must be undamaged and in its original condition with all seals still intact (if applicable).; 

  • it is not missing any accessories or parts;

  • you log a return via email within 7 days of delivery of the unwanted product. After 7 days, you can only return a product if it is defective within 6 months from delivery by you.

 

We will collect the product but you will be charged for delivery. Our courier is entitled to refuse collection of a product that is not properly packaged for transport. Once we have inspected the product and validated your return, we will credit your account with the purchase price less transport costs.  Please bear in mind that refunds can take 5 - 10 working days to reflect in your account. We are entitled to refuse a return if the unwanted product is returned damaged, not in a re-saleable condition or missing any accessories. 

Not what you ordered?

If we accidentally deliver the wrong product to you or if the product is not as described on the Website (or if it is missing any accessories), please notify us and we will collect the product from you at no charge. Once we have inspected the product and validated your return, we will, at your choice, deliver the correct product to you as soon as possible (if the correct product is available); or credit your account with the purchase price of the product within 8 days of the return (or refund you if that is your preference). 

Products not eligible for returns

The following products are not eligible for a refund, exchange or credit:

  • products marked "Final Sale";

  • products which have been personalised for you or made to your specifications, unless defective.

Products damaged on delivery

Should a product be damaged at the time of delivery / collection, please notify us of such delivery / collection by logging a return via email. 

We will arrange to collect the product from you at no charge. Once we have inspected the product and validated your return, we will, at your choice, repair / replace the product as soon as possible (if such repair / replacement is possible) or credit your account with the purchase price of the product (or refund you if that is your preference). Credits and refunds are normally handled within 8 days of logging the return (bear in mind that refunds can take 1-4 working days to reflect in your account). Repairs and replacements could take longer, depending on parts / replacement availability.

Defective products

We do our best to ensure that the products we deliver to you are of a high quality and without defects. 

What is a defect? A defect is a material imperfection in the manufacture of a product or any characteristic of a product, which makes the product less acceptable than one would reasonably be entitled to expect in the circumstances.

The following will NOT be regarded as defects and will not entitle you to a return under this section 4: 

  • faults resulting from normal wear and tear;

  • damage arising from negligence, user abuse or incorrect usage of the product;

  • damage arising from a failure to adequately care for the product;

  • damage arising from unauthorised alterations to the product; and

  • where the specifications of a product, although accurately described on the Website and generally fit for its intended purpose, do not suit you.

Charges

If you return a defective product to us, but you fail to return all of the accessories that were sold with that product, we are entitled (subject to applicable law) to refuse the return, only to replace the item that you did return, or to estimate the value of the missing accessories and only to credit or refund you in respect of the returned item.

If you return a product that does not comply with this policy, you may be liable to reimburse Castors Online for the cost of collecting the product from you and the cost of having the product returned to you. 

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