Refund and Returns Policy

The Progress Group Return & Exchange Policy:

Our Easy-to-Understand Policy

• 1. Got a product you’re not quite feeling? No worries! You can return or exchange it within a week (7 days) from when you received it. Just make sure it is still in the same condition we sent it – unopened, unused, undamaged, with all the original tags and seals. And don’t forget any of the accessories or parts that came with it!
• 2. Missed the 7-day deadline? We’ve still got you. We can accept returns, but we’ll need to charge a 10% handling fee, a flat R350 admin fee, and the cost of the courier.
• 3. Heads up for Black Friday shoppers – we don’t accept exchanges for the same item bought on Black Friday. If you return a Black Friday purchase, there’s an admin fee of R500.
• 4. If you’ve done an exchange but then decide you want a refund, we can arrange a collection. Just remember, we’ll deduct any costs from your refund amount. The refund will be back in your account within 14-21 days.
• 5. Some of our products are made to order, like Commercial Air Conditioning, Refrigeration Equipment & Cold Rooms, or certain spare parts. Since they’re specially made for you, we can’t accept returns or exchanges for these items.
• 6. We handle refunds within 14-21 working days. To keep things simple, we send refunds back the way you paid.
• 7. Packing up a return? Make sure you package it securely and mark the return reference number clearly on the outside. Include all the accessories and parts that came with it so we can process your return quickly.
• 8. If a product you’re returning is defective, be sure to include all accessories and parts that came with it. If you don’t, we might have to decline the return.

• • 1. If a product you received isn’t working right, let us know as soon as you can, but no later than 12 months after you got it.
  • 2. We’ll check out the product to validate your warranty claim. If we find it’s covered, we’ll get you the replacement parts if we installed the product, or just the parts if you did the install. Any labour costs for claims on installations done by someone other than our approved installer are on you, though.
  • 3. Our warranty doesn’t cover normal wear and tear, poor installation, neglect, misuse, electrical surges, sea air corrosion, lack of care, unapproved alterations, or if the product has been improperly packaged for return.
  • 4. Your product might have a longer warranty – up to 60 months – if you have us service it every year, or if you bought an extended warranty.

*Just a Heads Up: This is a friendly version of our policy. Always read and understand our official policy. It’s the one that really counts!

• 1. Products may be returned or exchanged within seven (7) days from the receipt of delivery if the provided products remain unopened, unused, undamaged, and retain all original tags, seals, accessories, and parts.
• 2. Returns initiated after the initial seven-day period are subject to a 10% handling fee, a R350 administrative fee, and the cost of courier services.
• 3. Please note that items purchased during Black Friday sales are non-exchangeable. Returns for these items will incur a R500 administrative fee.
• 4. Exchanges that are subsequently returned for a refund will incur courier and collection charges, which will be deducted from the refundable amount. Refunds will be processed within a period of 14-21 days.
• 5. Made-to-order products, including Commercial Air Conditioning, Refrigeration Equipment & Cold Rooms, and specific spare parts, are exempt from return and exchange policies due to their customised nature.
• 6. Refunds will be processed within 14-21 working days, using the same payment method utilised during purchase.
• 7. In the event of a return, the product must be securely packaged with the return reference number clearly marked on the outside. All original accessories and parts must be included to facilitate efficient processing.
• 8. A defective product will be returned. Please ensure that all original accessories and parts are included. Failure to do so may result in the return being declined or the refund being limited to the returned item only.

• 1. Warranty claims must be lodged within twelve (12) months from the date of product receipt.
• 2. Upon validating the warranty claim, replacement parts will be provided for products installed by our team. For self-installed products, only the replacement parts will be provided. Labour costs are not covered in warranty claims for installations not carried out by an approved installer.
• 3. The warranty does not extend to normal wear and tear, improper installation, neglect, misuse, electrical surges, sea air corrosion, improper care, unauthorised modifications, or inadequate packaging during return.
• 4. Extended warranties, up to sixty (60) months, are available subject to annual servicing of the product by The Progress Group or the purchase of an extended warranty policy.