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SHIPPING & RETURNS

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Last updated: 23 October 2025
This policy applies to purchases delivered within the Republic of South Africa only.

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1) Delivery options, timing and costs

  • Delivery areas
    We deliver across South Africa to physical addresses where a courier can obtain a signature on delivery. We do not deliver to PO Boxes.

  • Dispatch timing
    Orders are usually prepared for dispatch within 1 to 2 business days after payment clears. This preparation time is in addition to courier transit times.

  • Transit times
    Typical courier times are 2 to 5 business days for major centres and 3 to 7 business days for regional or outlying areas. These time frames are estimates and can vary due to third-party courier delays, peak trading periods or events beyond our control.

  • Delivery fees
    Delivery charges are calculated at checkout based on destination, weight and dimensions of the items. Bulky, heavy or oversize goods may attract a surcharge which will be shown before you pay.

  • Receiving your order
    A person at the delivery address must be available to receive and sign for the parcel. Risk passes on delivery to the address you supplied. Please inspect packages on arrival and tell the driver if there is obvious transit damage.

  • If we cannot deliver on time
    If we do not execute your order within the period agreed, you may cancel with written notice as provided for in the Electronic Communications and Transactions Act. If payment was received, we will refund you in full.  

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2) Order tracking and delivery issues

  • Tracking
    When your parcel ships, we will send you tracking details where available.

  • Parcel missing or damaged in transit
    Please report non-delivery, short delivery or transit damage to us within 48 hours of the expected or actual delivery date. Keep all packaging for assessment. We will liaise with the courier and keep you updated.

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3) Returns overview

We follow South African law on returns and refunds. Your key rights are summarised below.

  • Defective or unsafe goods within 6 months
    If goods are defective, unsafe or not of acceptable quality, you may return them within 6 months of delivery. You can choose a repair, replacement or refund. This right applies at our risk and expense and cannot be limited by a “no returns” policy.  

  • Cooling-off for electronic transactions and direct marketing
    If you bought online, you may cancel the transaction without penalty within 7 days of receiving the goods, and you are liable only for the direct cost of returning them, unless an exception applies under the Act. If the sale resulted from direct marketing, a 5 business day cooling-off period applies under the Consumer Protection Act. Where both laws could apply, the ECTA 7-day period takes precedence for electronic transactions that result from direct marketing.  

  • Change-of-mind returns (our voluntary policy)
    Apart from your legal rights above, we accept unused, unopened items for a refund within 14 days of delivery, provided they are in saleable condition in original packaging with all fittings, manuals and accessories. You are responsible for return shipping and risk until the goods reach us. This voluntary benefit does not affect your statutory rights.

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4) Items that cannot be returned

Unless defective or unsafe, the following are not returnable:

  • Cut-to-length, made-to-order or customised items.

  • Consumables, adhesives, silicones and similar products if opened, used or unsealed.

  • Items not suitable for return for health or hygiene reasons once unsealed.

  • Goods that, by their nature, cannot be returned in the ordinary course of business.
    These exceptions reflect recognised limitations in the legislation governing online returns.  

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5) How to start a return

  1. Email us with your order number, contact details, item code and clear photos where relevant.

  2. We will confirm eligibility and issue return instructions or a prepaid label if the return is at our expense by law.

  3. Pack securely in original packaging with all components.

  4. On receipt, we inspect the goods. If approved, we process your chosen remedy as quickly as possible.

If we repaired an item and the repair fails within 3 months, you may choose a replacement or refund.  

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6) Refunds, repairs and exchanges

  • Refunds
    Refunds are made to the original payment method. Where the return is under a cooling-off or change-of-mind basis, we refund the product price less original delivery charges and any approved collection fee. Where the return is due to a defect, unsafe product or our error, we cover reasonable return costs and refund in full as required by law.  

  • Repairs and replacements
    For defects within 6 months, you choose the remedy: repair, replace or refund. We will keep you informed of timelines and availability.  

  • Time frames
    Once a return is received and approved, please allow up to 10 business days for a refund to appear, depending on your bank or card issuer.

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7) Warranties and compatibility

Many products carry a manufacturer warranty in addition to your legal rights. Please follow installation and usage instructions and verify compatibility before purchase. If you are unsure, contact us for guidance before ordering.

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8) Incorrect, incomplete or unsafe installation

Hardware and fittings must be installed according to the manufacturer’s instructions by a suitably competent person. We are not liable for damage arising from incorrect installation, misuse, unauthorised modification or normal wear and tear. This clause does not limit your statutory rights in respect of defective or unsafe goods.  

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9) Exchanges and stock shortages

We are happy to exchange where stock is available. If the requested item is unavailable, we will offer an alternative or a refund.

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10) Contact us

ROCO (Pty) Ltd
26 Eastgate Business Park, Cnr South Road and Marlboro Drive, Sandton
+27 11 444 9120
sheldond@roco.co.za

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