Refund and Returns Policy
Refund and Returns Policy
This Refund and Returns Policy applies to products purchased through the J&E Cash ‘n Carry online store.
Nothing in this policy limits any rights available to a customer under the Consumer Protection Act, the Electronic Communications and Transactions Act or another applicable South African law.
Certain consumer protections may not apply to every wholesale or business transaction. Where legislation applies, the customer’s statutory rights will take priority over this policy.
1. Requesting a return
A return request may be submitted via:
Email: orders@je.co.za
The customer must provide:
Their full name or business name;
Order or invoice number;
Product name;
Quantity affected;
Reason for the return; and
Photographs or video where the product is damaged, defective or incorrect.
Products must not be sent back until return instructions have been provided.
2. Incorrect, missing or damaged products
Customers must inspect their order as soon as reasonably possible after delivery.
J&E Cash ‘n Carry must be notified within 48 hours after delivery where:
The incorrect product was delivered;
An item or carton is missing;
An incorrect quantity was delivered;
A product was damaged during delivery; or
Packaging appears to have been opened or tampered with.
- Products have an unreasonably short expiry or best before date
A refund or return will only be considered in the above circumstances.
Customers may be asked to provide photographs of the shipping label, outer packaging and affected products.
Once the issue has been verified, J&E Cash ‘n Carry may:
Collect the affected product;
Deliver the correct product;
Replace damaged or missing stock;
Issue a credit note; or
Provide a refund.
J&E Cash ‘n Carry will cover reasonable return or collection costs where the problem was caused by our error or occurred during delivery.
The 48-hour reporting period assists with courier and warehouse investigations and does not remove statutory rights available under South African law.
3. Defective, unsafe or poor-quality goods
Where the Consumer Protection Act applies, a customer may return defective, unsafe or poor-quality goods within six months after delivery.
Subject to the applicable legislation and the circumstances of the return, the customer may request:
Repair;
Replacement; or
A refund.
J&E Cash ‘n Carry may inspect or assess the product to determine the nature and cause of the reported defect.
A defect does not ordinarily include damage caused by:
Misuse or abuse;
Incorrect handling;
Incorrect storage;
Exposure to unsuitable temperatures;
Failure to follow product instructions;
Normal wear and tear;
Unauthorised repairs or alterations; or
Damage occurring after delivery.
Where a manufacturer or supplier warranty applies, the product may also be processed in accordance with that warranty. A manufacturer’s warranty does not remove statutory rights that apply to the transaction.
4. Change-of-mind returns
Since J&E Cash ‘n Carry deals primarily with FMCG products, and only supplies traders and bulk buyers, we unfortunately are unable to accept returns on this basis.
5. Wholesale cartons, cases and bundles
Products sold as a sealed carton, case, pack, bundle or wholesale unit must generally be returned as a complete unit.
Where an individual product within a wholesale pack is defective, the return will be assessed according to the nature of the defect and the applicable legal requirements.
6. Short-dated, clearance and damaged-packaging products
Products may occasionally be sold and advertised as:
Short-dated stock;
Clearance stock;
Reduced stock;
Discontinued stock; or
Stock with damaged outer packaging.
Where the condition or expiry information was clearly disclosed before purchase, the product cannot be returned merely because of that disclosed condition.
This does not remove rights relating to an undisclosed defect, incorrect product or unsafe product.
7. Returning an approved product
An approved return must be:
Securely packaged;
Accompanied by proof of purchase;
Accompanied by the return reference;
Returned with all parts and accessories;
Returned with any free gifts or promotional items; and
Delivered or sent according to the instructions provided.
Unless collection has been arranged, approved returns must be delivered to:
J&E Cash & Carry – Returns Department
423 W.F. Nkomo Street
Pretoria West
0183
South Africa
Returns must not be sent using a cash-on-delivery service unless approved in writing.
8. Return delivery costs
J&E Cash & Carry will normally cover reasonable return costs where:
The incorrect product was supplied;
A product was damaged during delivery or is unreasonably short-dated;
A product is defective and qualifies for a statutory remedy; or
The return is otherwise at our risk and expense under applicable law.
The customer will normally be responsible for return costs if:
The return is for a reason other than those mentioned in point 1 above and J&E accepts the return thereof
9. Inspection of returns
Returned products may be inspected before an exchange, credit or refund is approved.
The inspection may consider:
The condition of the product;
The original packaging and seals;
Batch and expiry information;
Whether the product was used;
Whether the product was stored correctly;
Whether all components were returned; and
The alleged defect or delivery discrepancy.
Inspection of a product does not remove any statutory rights available to the customer.
10. Refunds
Approved refunds will normally be made using the original payment method.
Once approved, refunds are normally processed by J&E Cash ‘n Carry within five to ten business days.
The customer’s bank or payment provider may require additional time before the refund reflects in the customer’s account.
Where a statutory online cooling-off right applies, the refund will be processed within the period required by the Electronic Communications and Transactions Act.
Delivery charges may be refunded where:
The complete order was incorrect;
The complete order was damaged during delivery;
The products were defective and the law requires the delivery charge to be refunded; or
Delivery was not completed as agreed and the customer validly cancelled the order.
11. Exchanges
Exchanges are subject to stock availability.
Where replacement stock is unavailable, the customer may be offered:
A refund;
A credit note;
A suitable alternative accepted by the customer; or
A back order.
Any difference in price must be paid or refunded, as applicable.
12. Promotional products and free gifts
Where a returned product formed part of a bundle, promotional offer or multi-buy offer, the complete promotion must normally be returned.
Where the customer keeps part of a promotion, the refund may be recalculated using the normal selling price of the products kept.
Any free gift supplied with a returned order must also be returned unused and in its original condition.
13. Order cancellations
An order may be cancelled before dispatch by contacting J&E Cash ‘n Carry as soon as possible.
If the order has already been packed or dispatched, the cancellation may be processed as a return and the customer may be responsible for reasonable return delivery costs.
Special-order products may not be cancelled once procurement or preparation has started, except where the customer has a statutory right to cancel.
14. Unavailable products
Where J&E Cash & Carry cannot supply an ordered product, the customer will be notified and offered:
A refund;
A credit;
A suitable alternative accepted by the customer; or
A back order.
A materially different product will not be substituted without the customer’s consent.
15. Proof of purchase
A valid order confirmation, invoice, till slip, account transaction or other acceptable proof of purchase may be required before a return is processed.
16. Contact details
J&E Cash & Carry
423 W.F. Nkomo Street
Pretoria West
0183
South Africa
Telephone: 012 327 5000
Email: info@je.co.za
Operating hours:
Monday to Thursday: 08:00–17:00
Friday: 08:00–12:00 and 14:00–17:00
Saturday: 08:00–12:30
Sunday and public holidays: Closed