Shipments and returns
All items ordered will be delivered within 2-10 working days nationwide.
On occasion, due to issues outside of our control, deliveries may take longer. We will make every effort to deliver on time and to keep you updated throughout the process.
We deliver nationwide. Delivery fee to door in Gauteng and Surrounding Suburbs is R80 for all items. Contact us for a quote for deliveries outside the Gauteng Province.
Receiving your delivery
Key to remember is the following (which is mandatory by law):
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Always maintain a 1,5m distance from courier/delivery personnel, when collecting goods.
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No delivery personnel may enter your home if you and any/all residents in the immediate vicinity are not wearing face masks inside the house.
Please arrange that you, or an authorised representative, is available to accept your order at the delivery address and that appropriate access is given. On delivery, we will require you (or your authorised representative) to sign and print your/their name on a duplicate copy of the delivery note to confirm receipt.
Any person other than yourself who receives the order at the delivery address is presumed to be authorised to accept delivery on your behalf. Should no-one be available at the delivery address specified by you at the time of delivery, the driver will return the order. The courier company will attempt to contact you to make new arrangements for re-delivery. Should no-one be available on the second attempt we reserve the right to charge an additional delivery fee.
We have outsourced all deliveries and so we cannot, to the extent permitted by law, be liable for any damage suffered or loss incurred by reason of any acts or omissions of the courier.
Our delivery service is not authorised to modify or tamper with your purchase or residence under any circumstances. They are instructed to leave the order in a safe area on your property, if available, or it will be returned to us. Please note that we will not be liable for any damages if you have instructed the delivery company to modify, tamper or force the purchase through your entrance.
We request that you inspect your goods prior to signing the delivery document and ensure all goods are received in good working order and free of any damage.
If you see any inconsistencies, please ensure the delivery document is endorsed accordingly and reject your delivery.
Returns, refunds, and cancellations
The provision of goods and services by Northwest Energy Pty Ltd is subject to availability. In cases of unavailability, Northwest Energy Pty Ltd will refund the client in full within 30 days. Cancellation of orders by the client will attract a 25% administration fee.
Changing your mind / cancelling your order
If you change your mind and wish to return the goods you have bought online, you can do so. If you are not happy with your purchase, you have up to 7 days from the day you received your order to return it with 25% penalty. The goods need to be in unused condition and in their original sealed packaging. You may be liable for the direct costs of returning the goods. All returned items are subject to inspection to ensure they are suitable for a refund.
Damaged or wrong items at point of delivery
Should an item be incorrect, please contact us on sales@nwenergy.co.za to arrange for the earliest convenient collection date. Once returned to us, the product will undergo an assessment after which, the correct item will be dispatched. Promotional, free or bundled items that were part of a purchase must also be returned.
6 month applied warranty
If in the first six months of you having received your goods you find that they are unsafe or have a manufacturing defect, you are entitled to return the goods without penalty and at your discretion. Northwest Energy Pty Ltd will repair and replace the failed, unsafe or defective goods or refund you the purchase price that you have paid. We reserve the right to send the goods for a technical assessment to determine what the cause of the defect is.
You will lose your right to claim if the defect is caused by:
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Damage caused by lightning or power surges
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Damage caused by misuse or abuse to the goods
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Goods used for a purpose other than the purpose for which they were manufactured.
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Goods used contrary to their instruction manuals
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Accidental damage
How to request a return
Log a support ticket by detailing your request with any supporting documentation or pictures to sales@nwenergy.co.za.
Product defects within the manufacturers guarantee/warranty
We will honour all manufacturer warranties and guarantees. So, if your product is defective after six months but before the end of the manufacturers guarantee or warranty, we will send your goods in for repairs. The manufacturer will determine whether your goods will be replaced or repaired. (Please refer to your manual on the details of the manufacturer’s warranty or guarantee).
Product defects after the manufacturer’s warranty has expired
If the manufacturer’s warranty has expired and you wish to have your goods repaired, Northwest Energy Pty Ltd will arrange a repair to take place on your behalf. A quote will be sent to you in 10 days of the goods being received for your approval.
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An assessment fee may be charged whether or not the repair takes place
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You will be liable for all associated costs of any repairs that are done out of warranty
*** Working days are defined as Mondays to Fridays, excluding Public Holidays