Refund & Returns Policy
We want you to be completely clear about our returns and refund process. Please read the following policy carefully before requesting a return or refund.
Returns
Our returns policy is valid for 7 days from the date of delivery or collection of your order.
If the items have not been returned to our warehouse within 7 days of delivery or collection, we unfortunately cannot offer a refund or exchange.
To be eligible for a return, the following requirements must be met:
- The item must be unused.
- The item must be in the same condition in which you received it.
- The item must be returned in its original packaging.
- Proof of invoice and purchase will be required.
Please note that shipping costs and transaction fees are not refundable.
How to Arrange a Return
To request a return or obtain further information about the returns process, please contact info@italfire.co.za.
We will provide you with the necessary return details and a shipment reference.
Returns will not be accepted without the return reference provided by Italfire.
Please ensure that you use the reference supplied by our team when arranging and following up on your return.
Uncollected Goods & Storage Fees
Goods that have not been collected within 1 month of the invoice date will incur a storage fee per pallet for the space being occupied.
Special Orders, Once-Off Imports & Customised Items
Special order products, once-off imports and customised items may not be returned, exchanged or refunded.
Please ensure that you confirm your product selection and requirements before placing an order for these items.
Damaged or Incorrect Goods
If you receive goods that are damaged or an incorrect product, immediate notification is required.
To allow us to assess the issue, please send the following to info@italfire.co.za:
- Photos of the goods inside their packaging before opening.
- Photos of the goods after opening.
- Clear photos showing any damage to the goods.
- If you received an incorrect product, photos and information clearly showing the incorrect item received.
Please provide all relevant photos and information as soon as possible so that we can assess the issue.
Refunds
Once we receive your returned goods, we will inspect the item and determine whether the goods are approved for a refund.
We will inform you whether your return has been approved or declined.
If your refund is approved, the refund will be processed using the same method of payment used for the purchase.
When following up on your refund, please always use the return reference provided by info@italfire.co.za when the return process was initiated.
Important Refund Information
Please note that:
- Refunds will only be paid to a SARS-recognised account / South African bank account.
- Please ensure that the purchase is made through a SARS-recognised account.
- Special order products, once-off imports and customised items may not be returned, exchanged or refunded.
- Shipping costs and transaction fees are not refundable.
Non-Returnable Items
Consumable Products
Consumable products are not eligible for returns.
Before purchasing, please confirm whether the product you are purchasing is classified as a consumable product and is therefore excluded from our returns policy.
Special Order, Once-Off Import & Customised Products
Special order products, once-off imports and customised items may not be returned, exchanged or refunded.
If you are unsure whether a product falls into one of these categories, please contact us before placing your order.
Need Help With a Return?
For return requests or further information about our returns and refund process, please contact:
Email: info@italfire.co.za
Please include your invoice or proof of purchase and any relevant information or photographs when contacting us about a return.
