(Revision TN 1-2025)
Refund and Returns Policy
Effective Date: 1 November 2025
At Cold Watch, we are committed to your satisfaction. This Refund and Returns Policy outlines your rights when returning products and explains how we process refunds in accordance with South African consumer protection law.
1. Your Consumer Rights
Under the South African Consumer Protection Act, you have certain rights when purchasing goods. This policy outlines how we apply these rights and exceeds the minimum legal requirements in certain areas. Nothing in this policy limits or excludes your statutory rights under South African law.
2. Returns for Incorrect or Faulty Products
- Incorrect Products DeliveredIf we deliver the wrong product to you, we will replace it at no cost to you.
- You must notify us within 24 hours of receiving the incorrect product by emailing admin@coldwatch.co.za.
- We will arrange the collection of the incorrect product at our expense.
- We will deliver the correct product to you at our expense.
- Damaged or Faulty ProductsIf you receive a damaged, broken, or defective product, we will replace it or provide a refund.
- You must notify us within 48 hours of receiving the damaged or faulty product by emailing admin@coldwatch.co.za.
- Please include photographs showing the damage or defect and the return of the original certificate provided for each sensor that was SANAS-certified by a laboratory.
- We will arrange the collection of the damaged or faulty product at our expense.5)
- We will deliver a replacement product or issue a refund at your choice.
3. Returns Due to Change of Mind
If you change your mind about a purchase, you may return the product within 14 days of receipt, subject to the following conditions.
- The product must be unused and in its original packaging, and include the return of the original certificate provided for each sensor that was SANAS-certified by a laboratory.
- All labels, tags, and seals must be intact.
- You must email us at admin@coldwatch.co.za within 14 days of receiving the product.
- You are responsible for the cost of returning the product to us unless the return is due to our error.
- We may offer an exchange or store credit rather than a refund at our discretion.
Please note that certain products cannot be returned for hygiene or safety reasons. These will be clearly
marked at the time of purchase.
4. Missing Items or Order Discrepancies
If your order is missing items or contains incorrect products, you must notify us within 7 days of receiving your delivery.
- How to Report a Discrepancy
- Email admin@coldwatch.co.za with your claim.
- Include your name, company name (if applicable), address, and contact number.
- Provide details of what is missing or incorrect.
- Attach a copy of your original tax invoice.
- Provide photographs if requested.
If you report a valid discrepancy within 7 days, we will resolve the issue at no cost to you.
Important. Claims made more than 7 days after the incident will not be accepted. After this period, your order will be considered complete and accurate.
5. How Refunds Work
When we approve a refund, we will process it in accordance with the following terms.
- Refunds will be paid via electronic funds transfer (EFT) to your nominated bank account.
- You must provide your bank account details in writing.
- Refunds will be processed within 7 business days of our receipt of the returned product.
- It may take an additional 3 to 5 business days for the funds to reflect in your account, depending on your bank.
The refund amount will include the product price, as well as any applicable taxes. Delivery fees will only be refunded if the return is due to our error (such as sending the wrong product or a faulty product).
6. Our Discretion Regarding Refunds
While we aim to resolve all issues fairly, we reserve the right to decline refunds in the following circumstances.
- When the product has been used, damaged, or altered after delivery (except for damage that occurred during delivery).
- When you fail to notify us within the required timeframes specified in this policy.
- When you cannot provide proof of purchase.
- When the product was made to your custom specifications (unless it is faulty).
If we decline your refund request, we will provide written reasons for our decision
7. Returning Products to Us
When returning products, please follow these steps.
- Contact us first at admin@coldwatch.co.za before returning any product.
- Wait for our authorisation and instructions before sending the product back.
- Pack the product securely in its original packaging where possible.
- Include a copy of your invoice and your contact details.
- Keep proof of postage or collection.
We are not responsible for products that are lost or damaged during return shipping unless we arranged the
collection.
8. Warranty Claims
Some products come with manufacturer warranties. If a product develops a fault within the warranty period, please contact us with details of the issue.
We will assist you in claiming under the manufacturer’s warranty. Warranty terms vary by product and manufacturer; we will explain the applicable terms when you submit a claim.
9. Contact Us
For all return and refund queries, please contact us at the following address:
Email address is admin@coldwatch.co.za.
Business hours are Monday to Friday, (08:00 to 17:00 SAST).
We aim to respond to all return and refund requests within two business days.
10. Changes to This Policy
We may update this policy from time to time. Any changes will be posted on our website and will take effect for purchases made after the change’s effective date.
Your statutory rights under the Consumer Protection Act are not affected by any changes to this policy.