RETURN, REFUND AND GUARANTEE POLICY
This policy explains Mon-Ami’s change-of-mind returns, defective-product remedies, refunds and additional guarantees.
Mon-Ami offers:
A 14-calendar-day change-of-mind return window.
A 12-month additional guarantee on qualifying Mon-Ami installation workmanship.
A three-month additional commercial guarantee on qualifying electronic components.
Mandatory consumer rights continue to apply.
1. Requesting a return
To request a return, contact Mon-Ami within 14 calendar days after delivery.
Email: info@mon-ami.co.za
Please provide:
The quotation, invoice or order reference.
The customer’s name.
The reason for the return.
Photographs or video where relevant.
The collection location and relevant access information.
Do not send, remove or dismantle an item before Mon-Ami provides return instructions.
A return request will be assessed against this policy and applicable law.
Authorisation to return an item does not automatically mean that the item is defective or that a refund is due.
2. Change-of-mind returns
For a voluntary change-of-mind return, the product must be:
Complete.
Unused other than what was reasonably necessary to inspect it.
Undamaged.
Returned with its supplied components, manuals and accessories.
Returned with its original packaging where reasonably possible.
The customer is responsible for the reasonable direct costs of:
Safely removing or de-installing the product.
Packing the product appropriately.
Transporting the product back to Mon-Ami.
Mon-Ami may arrange these services and deduct the disclosed, reasonable cost from the refund or require payment before collection.
The customer remains responsible for damage caused during customer-arranged removal or return transport.
A reasonable deduction may be made where permitted by law for diminished value caused by handling beyond what was reasonably necessary to inspect the item.
The 14-day Mon-Ami return policy does not reduce any longer or different mandatory cancellation right that may apply.
3. Items that may not qualify for a change-of-mind return
To the extent permitted by law, Mon-Ami may decline a change-of-mind return for:
Products made to the customer’s measurements or specifications.
Clearly personalised products.
Products that cannot reasonably be resold for health, safety or technical reasons after use or installation.
Products altered, cut, drilled, wired, programmed or damaged after delivery.
Services already fully performed with the customer’s agreement.
Gift cards or other items that applicable law allows to be excluded.
These exclusions relate only to voluntary change-of-mind returns.
They do not remove remedies for goods that were defective, unsafe, damaged or incorrectly supplied, or for services that were not performed to the standard required by law.
4. Damaged, incorrect, unsafe or defective goods
Please inspect the product promptly and report any concern as soon as reasonably possible.
Include clear photographs or video and a description of the issue.
Mon-Ami may reasonably inspect or test the product before confirming a remedy.
Where the Consumer Protection Act applies, qualifying goods carry the statutory implied warranty of quality.
Within six months after delivery, goods that do not meet the statutory standards may be returned without penalty and at the supplier’s risk and expense, with the consumer’s remedies determined by applicable law.
If the wrong product was supplied, or the product arrived damaged through Mon-Ami’s delivery arrangements, Mon-Ami will arrange an appropriate remedy at its cost where required by law.
5. Installation workmanship guarantee
Mon-Ami provides an additional 12-month guarantee on installation workmanship performed directly by Mon-Ami or by an installer expressly appointed by Mon-Ami in writing.
The guarantee period begins on the installation completion date.
If covered workmanship is defective, Mon-Ami will inspect the work and, where the claim is valid, remedy the workmanship within a reasonable time without an additional labour charge.
This guarantee does not cover:
Normal wear and tear.
Misuse or accidental damage.
Building movement.
Moisture ingress.
Pre-existing site defects.
Concealed services that were not disclosed to Mon-Ami.
Work performed or altered by the customer.
Work performed or altered by a local handyman or another third party not appointed by Mon-Ami.
This guarantee does not reduce any statutory right relating to the quality of services.
6. Electronic components guarantee
Mon-Ami makes reasonable efforts to select robust, appropriately specified electronic equipment.
Mon-Ami provides an additional three-month commercial guarantee against defects in electronic components arising from materials or manufacture under normal use.
The guarantee period starts on delivery or, where Mon-Ami installs the component, on the installation completion date.
The additional commercial guarantee does not cover damage caused by:
Lightning.
Power surges or spikes.
Brownouts.
Load-shedding events.
Unstable power supply.
Incorrect voltage.
Inadequate earthing.
Water ingress.
Misuse.
Unauthorised wiring or repair.
Failure to use appropriate protection where reasonably required.
A suitable surge protection device and compliant electrical installation are strongly recommended.
This three-month commercial guarantee is additional to, and does not replace or shorten, any mandatory right under the Consumer Protection Act or other applicable law.
7. Assessment and remedies
Mon-Ami may request:
Access to inspect an installed item.
Diagnostic information.
Photographs or video.
Proof of purchase.
Reasonable evidence of the electrical or site conditions.
An assessment will be conducted within a reasonable time.
Depending on the cause of the issue and applicable law, the remedy may include:
Repair.
Replacement.
Re-performance of services.
A refund.
A quotation for damage or work excluded from a guarantee.
No inspection fee will be charged where prohibited by law.
8. Refund timing and method
Once a return has been received and assessed, Mon-Ami will notify the customer of the outcome.
An approved refund will be made to the original payment method within 10 business days after approval, subject to any lawful deduction disclosed under this policy.
Bank and payment-provider processing times are outside Mon-Ami’s control.
Where the Electronic Communications and Transactions Act prescribes a refund deadline for an applicable cancellation, that statutory deadline will apply.
9. Exchanges
Where appropriate, a customer may return an eligible item and place a separate order for the replacement.
Mon-Ami may agree to a direct exchange where stock and logistics allow.
10. Contact and complaints
Denka Design Consultancy T/A Mon-Ami
Website: https://www.mon-ami.co.za/
Email: info@mon-ami.co.za
Include the quotation, invoice or order reference in all correspondence.
Mon-Ami will provide return or collection instructions after assessing the request.