Exchanges and Returns
We want you to be happy with your purchase, but if you are not completely satisfied, you can return or exchange the product and we will either repair (where applicable) or replace it, or refund your account, subject to our Terms and Conditions.
You can return a product to us at no charge, 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; and
- you log a “Return” on the Website within 15 days of delivery to you.
- to log a “Return”, login to your account and click on My Account -> Exchanges and Returns
After 15 days, you can only return a product if it is defective.
This Policy forms part of SOHTECH’s Terms and Conditions, and so words defined in the Terms and Conditions have the same meaning in this Policy, unless the context indicates otherwise.
Nothing in this Policy is intended to limit your statutory rights in any way.
Preparing your product/s for a return
To ensure your request is processed as quickly as possible you are responsible for the following when returning your products;
- package your products safely and securely for protection during transit;
- clearly mark your return reference number on the outside of the parcel; and
- include all accessories and parts that were sold with the product.
Failure to adhere to any of these requirements could delay the processing of your request or result in its decline altogether.
How do I Return or Exchange a product?
If you need to Return or Exchange a qualifying product for a different specification, simply return the original product within 15 days for a free exchange.
To request a return or an Exchange:
- Login to your SOHTECH account and go to My Account – Exchanges & Returns
- Complete the return request form:
- Select the “Reason for return” as “I want to return product or exchange it for a different specification”
- Select your preferred action as “Return or Exchange”.
- Specify the new specification required in the field provided.
- Submit the request.
We will confirm via email within 2 to 3 business days whether the product requested is available and provide further instructions for the collection of the return product.
If the product requested is available, our courier will deliver the exchange product and collect the return product in a single visit. Our couriers will contact you to arrange the exchange.
What if I don’t have the original delivery packaging anymore ?
You are responsible for packing the return product safely & securely to ensure against damage in transit. Please include the return reference number in the parcel so that we can easily identify your return.
What if the Product is Defective ?
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:
- faults resulting from normal wear and tear;
- damage arising from negligence,
- user abuse or incorrect usage of the product;
- damage arising from electrical surges or sea air corrosion;
- damage arising from a failure to adequately care for the product;
- damage arising from unauthorized 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.
If you have received a product which turns out to be defective, please notify us as soon as reasonably possible after you become aware of the defect, but in any event within 15 days after delivery / collection of the product
How do I know if you received my return?
You will receive email notification once your return has been received by ourselves.
What are the refund options available for a return?
When logging your Exchange / Return request you can select a preferred action. While we will do our best to fulfill this preference, we cannot guarantee that the option will be available, and this is also dependent on the outcome of the return. The available options are dependent on the reason for the return, and include the following:
- Credit my account – The amount is credited to your Bank account, after the relevant bank clearance period only.
- Exchange – You can request an exchange if you’d like a different specification of the same product. Exchanges are only available for items that have a specification variation.
- Replace this item – If you have received a product in a defective or damaged condition, you may request a replacement product.