Return & Refund Policy
 

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Thank you for hiring equipment from Collins Catering Equipment (“we”, “us”, “our”). We want you to be happy with your hire. This policy explains when you can return items and how refunds work for customers in South Africa.
 

This policy applies in addition to your rights under the South African Consumer Protection Act, 68 of 2008 (“CPA”) and any other applicable laws. Nothing in this policy limits or replaces those rights.


 

1. Change of Mind
 

Because we reserve and prepare equipment for your event in advance, we generally do not offer refunds for change of mind once an order has been confirmed.
 

If you need to cancel or change your order, please contact us as soon as possible:
 

• More than 5 business days before your event date: we may offer a full or partial refund or credit at our discretion.

• Within 5 business days of your event date: cancellation fees may apply and some or all hire fees may be non‑refundable.
   

If you bought our services as part of a direct marketing offer, you may have a 5 business‑day cooling‑off period under the CPA. In that case, you may cancel in writing within 5 business days of the transaction or delivery (whichever is later), and we will refund you in line with the CPA, less any reasonable costs already incurred. Any exceptions will be clearly communicated in writing.

 

2. Defective, Unsafe or Not‑as‑Described Items
 

Please check your order as soon as you receive your equipment.

Contact us immediately if:

• An item is defective or not working as it should

• An item is unsafe or damaged

• You receive the wrong item or the wrong quantity

• The item does not match the description we provided
   

Where a problem is confirmed and falls within your rights under the CPA, we will, at your choice where the law allows, and within a reasonable time:

• Repair the item, or

• Replace the item, or

• Refund you for the affected item(s).

We may ask for photos or for the item to be returned so we can assess the issue.
 

3. Returns Eligibility & Timeframes
 

To be eligible for a return or refund:

• You must contact us within a reasonable time after delivery or collection once you become aware of the problem.

• Items must be used only for their intended purpose and handled with reasonable care.

• All hire items must be returned by the agreed return date and time.
   

We may decline a refund or charge additional fees if items are:

• Returned late without prior agreement

• Missing, broken or heavily damaged due to misuse or negligence

• Returned in an excessively dirty or unusable condition

This is subject to your rights under the CPA.

 

4. Rental Period, Late Returns & Missing Items
 

Rental Period

Your rental period is the time agreed in your booking confirmation (for example, 1 day, weekend, or multi‑day hire).

Late Returns

If items are returned after the agreed time without prior arrangement, additional hire fees may apply. These may be charged per extra day or part thereof.
 

Missing or Broken Items

If items are lost, stolen, broken or not returned, we may charge:

• Reasonable replacement costs for the item(s), and/or

• Additional fees to cover our costs and loss of hire.

These charges may be deducted from your security deposit (if applicable) or invoiced to you.

 

5. Inspection & Approval Process
 

All returned items are checked by our team.

We will assess:

• Any damage or excessive wear and tear

• Missing parts or accessories

• Cleaning required beyond normal use
   

Once inspection is complete, we will confirm:

• Any additional charges (for damage, loss or cleaning), and

• Any refund, repair, replacement or credit that may be due.
  
  
   

6. Refund Method & Timing
 

If a refund is approved:

• Refunds will be processed to your original payment method where possible, or by EFT to your nominated South African bank account.

• Please allow 7-10 business days for the refund to reflect. Processing times may vary depending on your bank or payment provider.
   

If you have not received your refund after this time:

1. Check your bank or card account again

2. Contact your bank or card provider

3. If you still have not received it, please contact us
   
   
    

7. Non‑Returnable / Non‑Refundable Items
 

The following are generally non‑refundable unless required by law:

• Special‑order or custom items

• Perishable or consumable items

• Items sold “as is” or marked as clearance

• Delivery, collection and setup fees already provided
   

Any exceptions will be clearly stated at the time of booking and will always be subject to your rights under the CPA.



 

8. Exchanges
 

If you would like to exchange an item (for example, for a different size or style), please contact us as early as possible before your event.

Exchanges are subject to:

• Stock availability

• Sufficient notice before your event date

• Any price differences and additional fees
  
  
   

9. Order Cancellations
 

If you need to cancel your order:

• Please contact us in writing (email is preferred)  info@collinscateringequipement.co.za

• Any applicable cancellation fees will be based on how close the cancellation is to your event date and any costs we have already incurred (such as preparation, packing or delivery).
   

If you are cancelling under a cooling‑off right in terms of the CPA, we will apply the rules and timeframes set out in the Act.

Details of our standard cancellation terms may be set out in your quote or booking confirmation.



 

10. How to Start a Return or Raise an Issue
 

To start a return, report an issue or ask about a refund, please contact us with your:

• Full name

• Order number

• Event date

• Details of the issue (and photos if possible)
   

Contact details:
 

• Email: info@collinscateringequipement.co.za

• Phone: +27 78 523 3591 

• Address: 13 Luven St, George Industria, George, 6536
  
  
   

11. Your Rights Under the South African Consumer Protection Act
 

Our goods and services come with guarantees that cannot be excluded under the South African Consumer Protection Act, 68 of 2008.

You may be entitled to:

• Have defective or unsafe goods repaired, replaced or refunded, and/or

• Receive compensation for reasonably foreseeable loss or damage caused by defective or unsafe goods or services, as provided for in the CPA.
   

Nothing in this policy is intended to exclude, restrict or modify any rights you may have under the CPA or any other applicable South African laws.