Shipping & Returns

Poma South Africa always endeavours to deliver your order to you as soon as possible, in the best possible condition. Orders get sent out with The Courier Guy for deliveries nationwide. There might be exceptions where we make use of a different delivery partner out of necessity, but we will always do our best to ensure the quality of service remains high, as well as keeping you informed and up to date.

Shipping Times

For the majority of orders, the courier is arranged the moment your parcel is ready for collection from the warehouse. The following shipping times are general estimates valid for most orders:

• Main City Centres and Suburbs: 3 to 5 Business Days
• Remote Locations (50km+ from Main Centres): 5 to 8 Business Days

As mentioned above, these are general guidelines and although we will always strive to deliver within these times or even sooner, the nature of the retail industry might necessitate a delay from time to time. In cases like these, you will be notified as soon as we become aware of any delay.

Tracking Your Order

Once the courier is booked to collect your parcel, you will receive tracking details for your order, so that you can monitor its progress. For deliveries made by The Courier Guy, you can track your order by clicking this link, and entering your tracking number. You are always welcome to contact us directly to assist you should there be any issues.

Delivery Issues

If you ever have any issues regarding the delivery of your order, or if your parcel arrives in poor condition, please let us know immediately so that we might assist you. Any queries can be directed to info@gopoma.co.za.

In the case that a parcel is damaged or in generally poor condition, please provide us with one or more photos of the parcel if possible. This will assist us in getting your issue sorted faster.

 

Returns Policy

Poma South Africa Standard Returns Policy

We want you to be happy with your purchase. If you are not completely satisfied, you can return the product to us and we will either repair/replace it, exchange it, or credit your account, subject to the below terms. This Policy applies to products bought from Poma South Africa directly.

Certain parts of this Policy do not apply to Unboxed Deals, Factory Stock, refurbished products, or pre-owned products, and this is indicated in the relevant sections below. Unboxed Deals are returned products that are offered for sale at discounted prices, because their original packaging is damaged, unsealed or missing, or the products show signs of handling and/or re-packaging.

This Policy forms part of the Poma South Africa Terms and Conditions, and so words defined in the Terms and Conditions have the same meaning in this Policy, unless the context indicates otherwise. Nothing in this Policy is intended to limit your statutory rights in any way.

Preparing your products for a return

To ensure your request is processed as quickly as possible you are responsible for the following when returning your products:

• Package your products safely and securely for protection during transit;
• clearly mark your return order/reference number on the outside of the parcel; and
• include all accessories and parts that were sold with the product.

Failure to adhere to any of these requirements could delay the processing of your request or result in its decline altogether.

1: Unwanted products

You can return an unwanted product to us at no charge, provided:

• it is undamaged and unused, with the original labels and stickers still attached;
• save in relation to Unboxed Deals, refurbished products, and pre-owned products, it is in the original packaging, which must be undamaged and in its original condition with all seals still intact (if applicable);
• it is not missing any accessories or parts;
• you log a return on the Website contact form or by sending an email to info@gopoma.co.za within 14 days of delivery to you or collection by you of the unwanted product. After 14 days, you can only return a product if it is defective; and
• it is not a consumable product such as Brush Heads.

Please note that the customer will be responsible for any applicable courier costs.

Once we have inspected the product and validated your return, we will refund you with the purchase price of the product within 10 days of the return.

Not what you ordered?

If we accidentally deliver the wrong product to you, or if the product is not as described on the Website, please notify us and we will collect the product from you at no charge. If the product is missing any accessories or parts, you will need to follow the process set out in section 2 below. Once we have inspected the product and validated your return, we will at your choice deliver the correct product to you as soon as possible (if the correct product is available); or credit your account with the purchase price of the product within 10 days of the return (or refund you if that is your preference).

2: Products damaged on delivery

Should a product be damaged or missing any parts or accessories at the time of delivery / collection, please notify us within 7 days of such delivery / collection by logging a return on the Website contact form or sending an email to info@gopoma.co.za.

We will arrange to collect the product from you at no charge. Once we have inspected the product and validated your return, we will at your choice repair / replace the product as soon as possible (if such repair is possible or we have the same product in stock to use as a replacement) or credit your account with the purchase price of the product (or refund you if that is your preference).

3: Defective products

We do our best to ensure that the products we deliver to you are of a high quality, in good working order, and without defects.

What is a defect? A defect is a material imperfection in the manufacture of a product or any characteristic of a product, which makes the product less acceptable than one would reasonably be entitled to expect in the circumstances.

The following will NOT be regarded as defects and will not entitle you to a return under this section 3:

• faults resulting from normal wear and tear;
• damage arising from negligence, user abuse or incorrect usage of the product;
• damage arising from electrical surges, sea air corrosion, or any other damage caused by natural elements (“acts of God”);
• damage arising from a failure to adequately care for the product;
• damage arising from unauthorized alterations to the product;
• where the specifications of a product, although accurately described on the Website and generally fit for its intended purpose, do not suit you; and
• in relation to Unboxed Deals or pre-owned products, signs of handling and/or repackaging.

Standard Warranty

If you have received a product which turns out to be defective or of poor quality on arrival (save for direct warranty products which are discussed below), please notify us as soon as reasonably possible after you become aware of the defect or poor quality, but in any event within 6 months after delivery / collection of the product (except in the case of an extended supplier warranty, which is set out below).

You can do so by logging a return on the Website contact form or sending an email to info@gopoma.co.za, and we will arrange to collect the product from you at no charge. Once we have inspected the product and validated your return, we will at your choice repair / replace the product (if such repair is possible / we have the same product in stock to use as a replacement) or credit your account with the purchase price of the product (or refund you if that is your preference). If the repair / replacement takes longer than 21 days, we will get in touch with you to see if you would rather receive a credit / refund.

As stated above, the Standard Warranty only applies to products with manufacturing defects or to products that arrive at your location in poor condition. 

While Poma Lifestyle will cover all the warranty conditions, customers are still responsible for returning products to us, either by arranging their own courier or by delivering the item to our warehouse. The same applies to any return shipment back to the customer. Where feasible, we can assist with arranging a courier; however, all courier charges remain for the customer’s account.

4: Gift Vouchers & Coupons

There are two types of Coupons: A Coupon with a fixed amount of a discount, e.g. R100 off (“Fixed Coupon”), and a Coupon with a percentage discount, e.g. 10% off (“Percentage Coupon”).

Where you have used a Fixed Coupon to pay for an order, and you or Poma South Africa later cancels your order (or part thereof) prior to delivery of the relevant product(s), or you log a return of one or more products for a credit in accordance with the Returns Policy, the value of the Fixed Coupon will be deducted off the purchase price of the cancelled or returned product(s) (as applicable), and we will credit your account for the balance, if any (or refund you if that is your preference). We will also provide you with a replacement Fixed Coupon of the same value as the original Fixed Coupon used. Poma South Africa may in its sole discretion impose restrictions on the use of the replacement Fixed Coupon. For any subsequent cancellations or returns arising out of the same order, we will credit your account as normal with the value of the returned product (or refund you if that is your preference).

Where you have used a Percentage Coupon to pay for an order, and you or Poma South Africa later cancels your order (or part thereof) prior to delivery of the relevant product(s), or you log a return of one or more products for a credit in accordance with the Returns Policy, the value of the discount received using the Percentage Coupon will be deducted off the purchase price of the cancelled or returned product(s) (as applicable), and we will credit your account for the balance, if any (or refund you if that is your preference). We will also provide you with a replacement Fixed Coupon of the same value as the discount received using the original Percentage Coupon. Poma South Africa may in its sole discretion impose restrictions on the use of the replacement Fixed Coupon. For any subsequent cancellations or returns arising out of the same order, we will credit your account as normal with the value of the returned product (or refund you if that is your preference).

Wherever you have used a Gift Voucher to purchase a product that you later return for a refund in accordance with the Policy, we cannot refund you in cash for that portion of the purchase price which you paid using the Gift Voucher, but we will credit your account.

5: Bundles

There are two types of bundles: a bundle consisting of products that either we or you (as provided on our website) have combined together in a single bundle (“Bundle Deal“); or a bundle compiled by our supplier and supplied to us as a single unit (“Pre-packed Bundle“). All returns relating to bundles are subject to the terms of this Policy as read with the following provisions:

Bundle Deal – You may return a Bundle Deal as a whole or any of its component products individually to us. If you qualify for a credit in respect of any component product, we will credit your account with the actual purchase price (after applying any applicable saving or discount) you paid for such a product as displayed in your order history.

Pre-packed Bundle – Unless otherwise indicated by us, your return of a Pre-packed Bundle will only be accepted if you return all of its component products to us. Failure to do so may result in us declining the return of a Pre-packed Bundle.

6: Charges and refunds

If you return a defective product to us, but you fail to return all of the accessories and parts that were sold with that product, we are entitled to (subject to applicable law) refuse the return, or only to replace the item that you did return; or to estimate the value of the missing accessories and parts and to credit or refund you in respect of the returned item only.

While Poma Lifestyle will be happy to assist with repairs and replacements where possible and applicable, customers are still responsible for returning products to us, either by arranging their own courier or by delivering the item to our warehouse. The same applies to any return shipment back to the customer. Where feasible, we can assist with arranging a courier; however, all courier charges remain for the customer’s account.

Please note that we generally only refund to the payment method that you originally used – i.e. payment by credit card will be refunded to the same credit card, payment by Instant EFT or COD (cash on delivery) will be refunded to your nominated bank account. Exceptions are made at Poma South Africa's discretion.