At Professional Supply Source, we are committed to providing high-quality commercial and industrial equipment to our customers. We understand that under certain circumstances, a product may need to be returned. This policy outlines our terms and procedures for returns, refunds, and exchanges to ensure transparency and compliance with South African Consumer Protection regulations and international advertising standards.

 

1. Return Window & Eligibility

 

• Standard Return Period: Customers have the right to log a return request within 14 days from the date of delivery or collection.

• Condition of Items: To be eligible for a return, the item must be unused, unaltered, free from operational damage, and in the exact condition in which it was received. It must be packed securely in its original manufacturer packaging with all accompanying manuals, accessories, and components.

• Non-Returnable Items: Due to health, safety, and custom manufacturing constraints, the following items cannot be returned unless they are verified as defective upon arrival:

  • Custom-built mobile structures (e.g., custom mobile kitchens, modified shipping containers).

  • Used or pre-owned equipment clearly designated as such at the time of purchase.

  • Items missing original parts or packaging.

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2. Return Shipping & Collection Costs

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• Defective or Incorrect Items: If an item arrives damaged, defective, or does not match the product specifications ordered, Professional Supply Source will assume full responsibility for the collection and return logistics costs.

• Change of Mind / Voluntary Returns: If you choose to return an item due to a change of mind, ordering an incorrect size, or a change in your business requirements, the customer is responsible for organizing and paying for the secure return shipping/freight back to our warehouse facility.

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3. Restocking Fees

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• Standard stock items returned in their original, unopened packaging do not incur a restocking fee.

• A restocking fee of up to 10% may be applied to heavy industrial machinery or commercial refrigeration units that have been unboxed or require specialized handling and inspection upon return to ensure resale integrity.

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4. Inspection and Refund Process

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• Logging a Return: To initiate a return, you must contact our customer support team directly at sales@professionalsupplysource.com with your original tax invoice and photos showing the condition of the item.

• Inspection: Once the returned item is physically received at our warehouse, it will undergo a thorough inspection by our technical team to verify its condition. This evaluation process typically takes 2–4 business days.

• Refund Issuance: Upon successful inspection and approval, your refund will be processed immediately. Refunds will be issued back to the original payment method used during the initial transaction (e.g., Electronic Funds Transfer (EFT) or secure online payment gateway). Depending on your banking institution, it may take 3–7 business days for the credit to reflect in your account.

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5. Damaged in Transit

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Please inspect your freight thoroughly upon delivery. If any external or visible damage is present on heavy machinery or mobile trailers at the time of arrival, note the damage clearly on the courier’s delivery note/waybill and notify us immediately within 24 hours so we can fast-track an exchange or repair protocol.

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6. Contact Us

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For any inquiries regarding our Return and Refund infrastructure, please contact us:

• Email: sales@professionalsupplysource.com

• • Physical Address: 4 Commercial, Malmesbury, 7299 Western Cape Province South Africa