Refund policy

 

Arena’s returns policy

This policy forms part of the Arena Holdings’ terms of service, and 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.

 

1. Unwanted products

  • If your purchase falls under the Electronic Communications and Transaction (ECT) Act 25 of 2002, you may return an undamaged, non-defective product in the event that you change your mind about the product within 7 (seven) business days of delivery of products. Such a return will incur a collection charge equivalent to the initial delivery fee.
  • You may return a product within 10 (ten) business days of delivery, free of charge, if, upon inspection, the goods do not meet the type or quality reasonably expected from the agreement. Arena Holdings may charge an additional fee for handling.
  • You may return a product that breaches the statutory warranty within 6 (six) months after delivery, free of charge. You will be required to prove that the product is defective.

 

2. Products not eligible for returns

The following products are not eligible for a refund, exchange or credit:

  • electronic vouchers;
  • books; and
  • products that have been personalised for you or made to your specifications, unless defective.

 

3. Products damaged on delivery

Should a product be damaged at the time of delivery or collection, please notify us of such delivery or collection by logging a return on the website.

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 or replace the product as soon as possible (if such repair or replacement is possible) or credit your account with the purchase price of the product (or refund you if that is your preference). Credits and refunds are normally handled within 30 (thirty) days of logging the return (bear in mind that refunds can take 1–4 working days to reflect in your account). Repairs and replacements could take longer, depending on parts or replacement availability.

 

4. Defective products

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

A defect is a material imperfection in the manufacture of a product, or any characteristic of a product, that 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 4:

  • faults resulting from normal wear and tear;
  • damage arising from negligence, user abuse or incorrect usage of the product;
  • damage arising from electrical surges or sea air corrosion;
  • damage arising from a failure to adequately care for the product;
  • damage arising from unauthorised alterations to the product; and
  • where the specifications of a product, although accurately described on the website and generally fit for its intended purpose, do not suit you.

 

5. Standard warranty

If you have received a product that turns out to be defective, please notify us as soon as reasonably possible after you become aware of the defect, but in any event within 6 (six) months after delivery or collection of the product (except in the case of an extended supplier warranty, which is set out in the next section below).

You can do so by logging a return on the website, and Arena Holdings will arrange to collect the product from you at no charge. Once we have inspected the product and validated your return, Arena will, at your choice, repair or replace the product (if such repair or replacement is possible) or credit your account with the purchase price of the product (or refund you if that is your preference). Credits and refunds are normally handled within 30 (thirty) days of logging the return (bear in mind that refunds can take 1–4 working days to reflect in your account). Repairs and replacements could take longer, depending on parts or replacement availability.

Please provide suitable packaging for returning the product (it need not be the original packaging), as well as all accessories that were sold with the defective item when you return it to us – regardless of whether you request a repair/replacement or a refund. Our courier is entitled to refuse the collection of a product that is not properly packaged for transport. See section 5 below for more information on this.

Where there is no extended supplier warranty period, unfortunately, we cannot facilitate returns that fall outside of the 6 (six) months.

 

6. Extended supplier warranty

A product may have a supplier warranty that extends beyond 6 (six) months. If such a product turns out to be defective more than 6 (six) months after delivery/collection, please notify us as soon as reasonably possible after you become aware of the defect, but in any event within the extended supplier warranty period after delivery or collection of the product.

You can do so by logging a return on the website, and we will facilitate your return of the product to the supplier at no charge. Unfortunately, we cannot facilitate returns that fall outside of the extended supplier warranty period.

Please note that any extended supplier warranty is subject to whatever terms and conditions the supplier or manufacturer may impose. These are usually stated in a brochure or leaflet inside or on the product packaging. It is your responsibility to make yourself aware of any such terms and conditions.

Please provide suitable packaging for returning the product, as well as all accessories that were sold with the defective item when you return it to us – regardless of whether you request a repair/replacement or a refund. Our courier reserves the right to refuse the collection of a product that is not properly packaged for transport. See section 6 below for more information on this.

It is also important to note that it will be at the supplier or manufacturer’s discretion to repair or replace the item, or to refund you. Arena Holdings is under no obligation to provide you with a credit, repair or replacement for any return logged after six months, as your remedy lies with the supplier or manufacturer.

 

7. Returns procedure

Should you wish to return a product, you will need to log a return request here.

As you agreed to inspect the product for defects or damage before accepting the delivery, you are encouraged to submit photographic proof and you must provide full reasons for alleging that the product is defective, including stating how the product was used during the period that it was in your possession.

Should Arena Holdings be of the opinion that your product is returnable, we will contact you to arrange collection or advise you if you may drop off the product at one of our distribution centres or stores (product and store dependant).

Once the return has reached the supplier, the product will be inspected before the return is processed.

If you have proven that the statutory warranty has been breached, you may choose a refund, store credit, repair or an exchange if possible.

If you have proven that any of the extended warranties have been breached, the supplier may offer you a repair or exchange at Arena Holdings' discretion.

If you have returned the product within 7 (seven) days in terms of the ECT Act or within 10 (ten) days if you have not had the opportunity to inspect the product, you may receive a refund, less any applicable collection fee.

Should you wish to elect a refund, the refund is processed only once you’ve provided Arena Holdings’ accounts department with confirmation of bank details by way of a bank confirmation letter and your bank details have been verified.

Arena Holdings will evaluate the defect and honour warranties if:

  • the defect existed at the time of delivery or collection and manifested during the warranty period;
  • the defect did not arise due to normal wear and tear or misuse/abuse by the customer; or
  • the customer duly complied with the care instructions and maintenance.

Please take note that for public health reasons, we do not allow the return of linen and bathroom products. If, however, your linen and bathroom products arrive damaged, we will refund or replace them when we are at fault.

 

8. Charges

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

If you return items to Arena Holdings by mistake and you want these returned to you, you may be liable to reimburse Arena Holdings for the cost of having the product returned to you.

If you return a product that does not comply with this policy, you may be liable to reimburse Arena Holdings for the cost of collecting the product from you and the cost of having the product returned to you.