Return Process & Policy

We want you to be satisfied with every purchase you make. If an item you purchased arrived broken, is faulty or isn't what you had in mind, we're here to help, subject to the below terms. 

This policy forms part of the RTA Terms and Conditions. RTA are committed to operate RTA’s business in terms of the Consumer Protection Act and all policies are subject to the applicable law.

14 Days Exchange and Refund Policy

We will refund or exchange most goods if you return them within 7 days of purchase, provided:

- it is in its original packaging and condition, including all attachments, accessories and documentation;
- it is unused

Returns and exchange requests for items purchased more than 7 days ago might incur collection, delivery and processing fees. However, goods that show a manufacturing defect within the first 6 months of purchase will be repaired, replaced or refunded at no cost to you. 

Unwanted Goods

Unsuitable For Purpose

If you indicated a particular purpose for which you intend using the goods to a salesperson who confirmed that you will be able to use the goods for that purpose, you may return the goods within 7 working days after you purchased them if it turns out that the goods are not suitable for the purpose you anticipated and indicated to the salesperson. Subject to RTA’s rights in law to charge you for use and to get the goods fit for re-stocking, RTA will give you a refund 

You may bring the item back to the outlet for an exchange or contact RTA’s Customer Care on care@rtaos.com to make arrangements for the collection of the item. Promotional free or bundled items that were part of a purchase must also be returned. Please note that there will be collection fee.

Incorrect Item Delivery

Should an item be incorrect, please contact RTA’s Customer Care on care@rtaos.com to arrange for the earliest convenient collection date. Once returned to the outlet, the Product will undergo an assessment following which, the correct item will be dispatched. Promotional free or bundled items that were part of a purchase must also be returned.

Defective Or Damaged Goods

If your goods turn out to be defective within the first 6 months after you received them from us, RTA will repair them, replace them or give you a refund. Products may be returned to your nearest RTA outlet or alternatively RTA can help you to arrange a third party courier by calling Customer Care. The courier service will be charged at the going rate for your area and Product specifications. Please note that it may not be possible to determine in-outlet whether goods have been damaged or what the cause of a failure or defect may be. This is important as it determines whether the goods may be repaired, replaced or refunded. Accordingly, RTA reserve the right to refer returned goods for technical assessment by the manufacturer or authorised service centre prior to repairing, replacing or refunding and to provide you with feedback within 14 days of receipt of the returned goods and to act accordingly. RTA may arrange for the assessment to take place at location in the case of large items. 

If your goods show a defect after the initial 6 month period, but still within the manufacturer’s warranty period, RTA will send the goods to the manufacturer for repair and the manufacturer will decide whether you have a valid claim and if so, whether they will repair or replace. If the goods become defective once the manufacturer’s warranty has expired, RTA can arrange with the manufacturer or its agents to repair them. No repairs will be done without you approving a quotation first. 

Should an item be damaged or defective, please contact RTA’s Online care@rtaos.com or immediately to arrange for the earliest convenient collection date. Please make a note on the delivery waybill of damages as well. Once returned to the outlet, the Product will undergo an assessment following which a decision be made on the replacement of the item. Promotional free or bundled items that were part of a purchase must also be returned.

Un-returnable Items

Certain Products are excluded from the 7 day exchange or refund policy due to hygiene reasons, applicable legislation or for reasons of cost efficiency.

Unless there is a manufacturing defect in the goods, you can only return these goods if they are still in the original condition as sold and the packaging has not been opened yet.

Goods purchased by way of special arrangement or custom order will only be replaced if defective. Customers are encouraged to ensure that measurements and specifications of custom made products are 100% correct when ordering, as custom made orders cannot be refunded or exchanged if incorrect information was provided.

Goods that are returned beyond their expiry dates.

Goods which are sold as damaged, defective, used or repaired, where RTA disclosed these facts to you before you bought the goods.

Refunds

Once RTA have assessed a returned item and approved a refund, you will receive your money back in the same manner in which you purchased it from RTA:

- Credit note.
- Electronic transfer directly into your account (7 to 14 days).
- Cash (if the original payment was made in cash).
- Credit card (by reversal back to your credit card and subject to banking delays).

RTA will refund a purchase for the exact amount paid less the following:

- Credit note.
- any delivery costs already incurred by RTA.
- any restocking fee for special orders.

Products may be returned to your nearest RTA outlet or alternatively RTA can help you to arrange a third party courier by calling Customer Care. The courier service will be charged at the going rate for your area and Product specifications. Please note that it may not be possible to determine in-outlet whether goods have been damaged or what the cause of a failure or defect may be. This is of importance as it determines whether the goods may be repaired, replaced or refunded. Accordingly, RTA reserve the right to refer returned goods for technical assessment by the manufacturer or authorised service centre prior to repairing, replacing or refunding and to provide you with feedback within 10 days of receipt of the returned goods and to act accordingly. RTA may arrange for the assessment to take place on location in the case of large appliances. 

If your goods show a defect after the initial 6 month period, but still within the manufacturer’s warranty period, RTA will send the goods to the manufacturer for repair and the manufacturer will decide whether you have a valid claim and if so, whether they will repair or replace. If the goods become defective once the manufacturer’s warranty has expired, RTA can arrange with the manufacturer or its agents to repair them. No repairs will be done without you approving a quotation first. 

Should an item be damaged or defective, please contact RTA’s Customer Care on care@rtaos.com immediately to arrange for the earliest convenient collection date. Please make a note on the delivery waybill of damages as well. Once returned to the outlet, the Product will undergo an assessment following which a decision be made on the replacement of the item. Promotional free or bundled items that were part of a purchase must also be returned.

Repairs And Warranties

If you have purchased a Product which is defective within its warranty period, please notify us as soon as reasonably possible after you become aware of the defect. Please take proper note of any terms or instructions that accompany your goods. 

After the 6 months' statutory warranty has expired, some Products have an extended warranty. These warranties are usually stated in the Product brochure, and may be subject to the manufacturer's specific terms and conditions.

Manufacturer's Warranties Conditions

Appliances And Computers

Goods that show a manufacturing defect within the first 6 months of purchase will be repaired, replaced or refunded. RTA can book a service call with the supplier on your behalf, if you phone in and request us to do this

Defects that develop after 6 months may be repaired, replaced or refunded at the manufacturer’s election, and subject to the relevant manufacturer’s policy or extended warranty

The nature of the goods (size, technical specifications, etc.) often dictates where the repair will take place. For example, on site or at the manufacturer’s premises.

Consumables

Goods that show a manufacturing defect within the first 6 months of purchase will be repaired, replaced or refunded. RTA can book a service call with the supplier on your behalf, if you phone in and request us to do this.

The manufacturer’s warranty will only apply to defects in the process of manufacturing the goods and will not apply in the following instances:

- Damage caused by lightning or power surges.
- Damage caused by misuse or abuse to the goods.
- Goods used for a purpose other than the purpose for which they were manufactured.
- Goods used contrary to their instruction manuals.
- Accidental damage.

Out Of Warranty Repairs

RTA can assist you to have the goods repaired by acting as an agent on your behalf. The law requires the following in respect of repairs:

- The manufacturer or its repairs agent must quote you first and you need to accept the quote before the repair can take place.
- The quote must include the supply and installation of replacement parts, as well as the labour costs.
- You must also give authorisation for diagnostic work in order to determine the scope of the required repairs.

Disclaimer

Unless we state a specific limitation, RTA will attempt to have sufficient advertised stock available to meet consumers’ anticipated demands. If we still run out of stock, we will attempt to obtain the stock or we will offer you a reasonable alternative. RTA takes the utmost care to ensure that all advertisements are correct. Prices exclude accessories used for display purposes and exclude 15% VAT. Subject to applicable law, we will not be liable for any damages suffered as a result of your use of our website.