Returns, Refunds and Cancellations

Formforged (Pty) Ltd is committed to complying with the Electronic Communications and Transactions Act 25 of 2002 and the Consumer Protection Act 68 of 2008. Nothing in this policy limits any rights provided to consumers by South African law.

1. Return requests

Before returning a product, please contact the relevant division:

Formforged Tech: tech@formforgedsa.co.za
Formforged 3D: 3d@formforged.co.za

Please include your order number, the product concerned, the reason for the return and photographs or videos where relevant.

Do not return a product to Formforged, a distributor or manufacturer until you have received return instructions from us.

2. Order cancellations

You may request cancellation of an order before it has been dispatched.

Orders for custom-made, personalised or specially manufactured products cannot normally be cancelled once design or production has started. Formforged may deduct reasonable costs already incurred where permitted by law.

If a product becomes unavailable, we will notify you and provide the choice of an alternative product or a refund.

3. Change-of-mind returns

Qualifying products purchased through our website may be returned within seven days after delivery if you have changed your mind.

The customer is responsible for the direct cost of returning the product. A qualifying return will receive a full refund within 30 days after cancellation.

The product must be returned safely with all supplied accessories, cables, components and documentation. Please use the original packaging where reasonably possible.

The customer may be responsible for damage, missing components or loss in value caused while the product was in their possession.

The cooling-off period does not apply to:

  • Products made to the customer’s specifications;
  • Clearly personalised products;
  • Custom 3D prints;
  • Goods that cannot be returned because of their nature;
  • Goods likely to deteriorate or expire rapidly; or
  • Unsealed computer software.

These exclusions do not apply where a product is defective, damaged or incorrectly supplied.

4. Incorrect or damaged deliveries

Please inspect your order as soon as possible after delivery.

Incorrect products, missing items and visible courier damage should preferably be reported within three days after delivery. This helps us submit courier and distributor claims promptly but does not remove any rights provided by law.

Please keep the product, packaging and courier label and send us photographs of the problem.

Where an incorrect product was supplied or the product was damaged before delivery, Formforged will arrange an appropriate collection, replacement or refund at our expense.

5. Defective products

Products may be returned where they are:

  • Faulty or unsafe;
  • Not reasonably suitable for their intended purpose;
  • Not of acceptable quality or in working order;
  • Not reasonably durable; or
  • Materially different from their description.

Where a qualifying defect arises within six months after delivery, the customer may return the product without penalty and at Formforged’s risk and expense.

Once the defect is confirmed, the customer may choose a:

  • Repair;
  • Replacement; or
  • Refund.

Formforged may inspect the product or arrange assessment by the distributor, manufacturer or an authorised repair centre to determine the cause of the fault.

If a repair fails, or another defect appears within three months after the repair, the product will be replaced or refunded as required by law.

6. Warranty exclusions

A product will not normally qualify as defective where the problem was caused by:

  • Normal wear and tear;
  • Accidental or physical damage;
  • Misuse, neglect or improper maintenance;
  • Liquid, moisture, fire, heat or environmental damage;
  • Power surges or lightning;
  • Incorrect installation;
  • Unauthorised repairs or modifications;
  • Use outside the manufacturer’s specifications;
  • Incompatible parts, accessories or consumables; or
  • Incorrect customer-supplied designs, files or measurements.

For custom 3D prints, normal layer lines, seams, minor support marks and reasonable manufacturing tolerances are not considered defects where the product complies with the approved design and specifications.

7. Manufacturer warranties

Some products include an additional manufacturer or distributor warranty extending beyond six months.

These warranties differ by product and brand and may include carry-in conditions, assessment requirements and transport costs.

Formforged will assist with the warranty process. Products must not be sent directly to a distributor or manufacturer unless we instruct you to do so.

8. Inspections and rejected returns

Returned products will be inspected before the return is finalised. Technical products may need to be sent to a distributor, manufacturer or authorised repair centre.

A return may be rejected where:

  • The product was not supplied by Formforged;
  • No defect can be found;
  • The fault resulted from misuse or physical damage;
  • The wrong product was returned; or
  • The return does not qualify under this policy or applicable law.

Where no defect is found, the customer may be responsible for reasonable assessment and return-delivery costs, provided these costs are communicated beforehand.

9. Refunds

Approved refunds will normally be issued using the original payment method and paid to the original purchaser.

Store credit may be offered, but customers will not be required to accept store credit where they are legally entitled to a monetary refund.

Bank and payment-provider processing times may affect when the refund reflects after it has been processed.

Contact details

Formforged (Pty) Ltd

Tech returns: tech@formforgedsa.co.za
3D returns: 3d@formforged.co.za
Website: formforgedsa.co.za

Please contact us before returning any product.

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