Returns & Refunds Policy
At MaxLaser, we are committed to supplying high-quality machinery, equipment, materials and accessories backed by professional technical support.
Our Returns & Refunds Policy explains how we handle damaged, defective, incorrectly supplied and unwanted products, as well as warranty claims and order cancellations.
This policy applies to purchases made through our website, quotations and direct sales channels, subject to applicable South African consumer protection legislation.
1. Change-of-Mind Returns
MaxLaser does not offer voluntary returns, refunds or exchanges for correctly supplied, non-defective products simply because a customer changes their mind, no longer requires the equipment, ordered the wrong product or decides to purchase a different machine.
Customers are encouraged to confirm product specifications, intended applications and suitability before purchasing. Our sales team is available to assist with product selection.
This policy does not affect any statutory cooling-off, cancellation or return rights available under applicable legislation.
2. Damaged or Defective Products
If a product arrives damaged, defective or not in proper working condition, customers should notify MaxLaser as soon as reasonably possible.
To assist our technical team, customers may be requested to provide:
- The invoice or order number.
- The machine model and serial number, where applicable.
- A description of the damage or malfunction.
- Photographs or videos showing the issue, where reasonably available.
MaxLaser will assess the reported issue and arrange appropriate technical assistance.
Where replacement is appropriate and reasonably possible, MaxLaser will endeavour to arrange a replacement promptly.
Where the Consumer Protection Act applies, customers generally have the right, within six months of delivery, to choose a repair, replacement or refund for qualifying defective goods, subject to the applicable statutory requirements.
Customers are not required to accept a repair instead of another remedy where legislation grants them the right to choose.
3. Warranty Claims
MaxLaser supplies machinery and equipment from multiple manufacturers, with warranty periods and conditions varying according to the brand, model and individual components.
The applicable commercial warranty period and coverage are specified on the relevant product page, quotation or accompanying warranty documentation.
If a product develops a malfunction during its applicable warranty period, customers should contact MaxLaser technical support.
Our technical team may provide remote troubleshooting, video assistance or arrange an inspection where appropriate.
Where the issue is covered by the applicable commercial warranty, MaxLaser will arrange the appropriate repair, replacement or other remedy in accordance with the warranty conditions and applicable legislation.
Commercial Warranty Exclusions
Commercial warranties may exclude damage caused by:
- Incorrect or unsafe operation.
- Accidental damage or customer misuse.
- Unauthorised modifications or repairs.
- Incorrect electrical supply or power surges.
- Inadequate ventilation or cooling.
- Improper maintenance or unsuitable operating conditions.
- Normal wear and tear.
Consumables and wear-related components, including laser tubes, lenses, mirrors, printheads and other consumable items, may have separate commercial warranty conditions.
These exclusions do not override any applicable statutory warranty or consumer rights.
4. Incorrectly Supplied Products
If MaxLaser supplies an incorrect product or a product that materially differs from the customer’s confirmed order, the customer should contact us promptly.
MaxLaser will investigate the issue and arrange an appropriate correction, replacement, refund or other remedy in accordance with applicable legislation.
Where the error is attributable to MaxLaser, customers will not be charged return transportation costs where MaxLaser is legally responsible for those costs.
5. Special Orders and Imported Equipment
Certain machines, specialised equipment and accessories may be imported or procured specifically for a customer.
These orders may require a deposit before procurement or manufacturing begins.
If a customer requests cancellation of a confirmed special order, MaxLaser may recover reasonable costs already incurred, including supplier charges, manufacturing expenses, shipping, customs and related costs, where permitted by law.
Cancellation costs will be assessed individually according to the circumstances and applicable legislation.
Special-order or imported status does not automatically remove statutory cancellation or return rights.
Customers retain their rights concerning defective, incorrectly supplied or non-compliant products.
6. Online Purchases and Cooling-Off Rights
Qualifying online transactions may be subject to statutory cooling-off rights under the Electronic Communications and Transactions Act.
Where applicable, customers may cancel qualifying purchases within seven days of receiving the goods without providing a reason, subject to the statutory conditions and exceptions.
For qualifying cancellations under Section 44 of the Electronic Communications and Transactions Act, customers may be responsible for the direct cost of returning the goods, where permitted by law.
Where that section applies, refunds will be processed within 30 days of the cancellation.
Some transactions, including certain genuinely customised or personalised goods, may be excluded from these cooling-off provisions.
Customers wishing to exercise a statutory cancellation right should contact MaxLaser within the applicable period.
7. Return Transportation and Collection
Customers should contact MaxLaser before arranging the return of machinery, particularly large or industrial equipment, so that safe handling and transportation can be coordinated.
Where goods are returned because of a qualifying defect under applicable consumer legislation, MaxLaser will comply with its statutory obligations concerning collection and return costs.
For other permitted returns, transportation arrangements and costs will depend on the reason for the return and applicable legislation.
Customers should retain original packaging where reasonably possible to assist with safe transportation. The absence of original packaging does not automatically invalidate a statutory return right.
8. Products Damaged Through Misuse
Damage caused by misuse, accidental damage, unauthorised modifications, improper maintenance, unsuitable electrical supply or operation contrary to manufacturer instructions may fall outside the applicable commercial warranty.
Where a malfunction is not covered by a commercial warranty or statutory remedy, MaxLaser may offer chargeable repairs or technical assistance.
Customers will be informed of applicable charges before chargeable work is undertaken.
9. Refund Processing
Approved refunds will be processed through an appropriate payment method after the applicable cancellation or return requirements have been satisfied.
Refunds will be processed within the timeframe required by applicable legislation.
MaxLaser may request reasonable information to verify the customer and payment details before processing a refund.
No administration, inspection or restocking fee will be imposed where prohibited by law.
10. How to Request a Return or Warranty Assessment
To report a damaged or defective product, request a warranty assessment or exercise an applicable return right, please contact MaxLaser.
MaxLaser Support
Telephone: 010 534 6996
Email: info@maxlaser.co.za
Website: www.maxlaser.co.za
Please include your invoice or order number and a description of the issue to help our team assist you efficiently.
11. Consumer Rights
Nothing in this policy excludes or limits any statutory rights or remedies available under the Consumer Protection Act, the Electronic Communications and Transactions Act or other applicable legislation.
Where a provision of this policy conflicts with a mandatory statutory requirement, the applicable legislation will prevail.
This policy should be read together with our General Terms & Conditions and the applicable product warranty documentation.