Return and Refund Policy
1. Introduction
At Golf Cart Holdings (Pty) Ltd (“we,” “us,” “our,” or “Golf Cart Holdings”), we are committed to your complete satisfaction with every purchase. This Return and Refund Policy outlines the terms and conditions for returning products and requesting refunds.
We stand behind the quality of our products and services. If you are not completely satisfied with your purchase, we are here to help.
Important: Please read this policy carefully before making a purchase. By placing an order with us, you acknowledge and agree to the terms outlined in this Return and Refund Policy.
2. Our Commitment to You
- Quality Guarantee: All products are inspected before dispatch
- Fair Returns Process: Clear, straightforward return procedures
- Transparent Refunds: Prompt processing of approved refunds
- Customer Support: Dedicated team to assist with returns and refunds
3. Return Eligibility
3.1 General Return Conditions
To be eligible for a return, products must meet the following conditions:
✓ Timeframe: Return request made within 30 days of delivery date
✓ Condition: Product must be unused, undamaged, and in original condition
✓ Packaging: Original packaging, tags, labels, and accessories must be intact
✓ Documentation: Proof of purchase (invoice, receipt, or order confirmation) required
✓ Authorization: Return must be pre-approved by our customer service team
3.2 Products Eligible for Return
The following products may be returned within 30 days:
- Golf carts (subject to inspection and conditions below)
- Accessories and parts (in original, unopened packaging)
- Batteries (unused and in original sealed packaging only)
- Chargers and electrical components (unopened)
- Seats, covers, and upholstery (unused, in original packaging)
3.3 Non-Returnable Products
The following products cannot be returned due to safety, hygiene, or customization reasons:
✗ Custom or Special Orders: Products manufactured or ordered specifically for you
✗ Used Products: Items that have been installed, used, or operated
✗ Opened Batteries: Any batteries removed from original sealed packaging
✗ Electrical Items: Opened or installed electrical components
✗ Clearance Items: Products sold as clearance, final sale, or “as-is”
✗ Digital Products: Downloadable manuals, software, or digital content
✗ Gift Cards: Non-refundable unless required by law
✗ Services: Installation, fitting, maintenance, or repair services already rendered
3.4 Golf Cart Returns – Special Conditions
Golf carts may be returned within 30 days if:
- The cart has not been driven more than 10 kilometers
- No modifications or alterations have been made
- The cart is in original condition with all supplied accessories
- Professional inspection confirms no damage or wear
- Original registration documents are returned (if applicable)
Restocking Fee: A 15% restocking fee applies to all golf cart returns to cover inspection, reconditioning, and administrative costs.
4. Return Process
4.1 Step 1: Contact Us
Before returning any product, you must contact our customer service team:
Email: info@golfcartholdings.co.za
Phone: +27 (0) 83 279 8073
Business Hours: Monday to Friday, 8:00 AM – 5:00 PM SAST
Information Required:
- Order number or invoice number
- Product name and description
- Reason for return
- Photos of the product (if damaged or defective)
- Proof of purchase
4.2 Step 2: Return Authorization
Our team will review your request and, if approved, provide you with:
- Return Authorization Number (RAN): Must be clearly marked on return package
- Return Instructions: Specific guidelines for your return
- Return Address: Where to send the product
- Return Deadline: Timeframe to complete the return (typically 14 days from authorization)
Important: Returns sent without prior authorization or without a Return Authorization Number may be refused or delayed.
4.3 Step 3: Prepare Your Return
Packaging Requirements:
- Use original packaging whenever possible
- Ensure product is securely packed to prevent damage during transit
- Include all original accessories, manuals, cables, and components
- Clearly write the Return Authorization Number on the outside of the package
- Include a copy of your invoice or order confirmation inside the package
Do Not:
- Write on or damage original product packaging
- Send products in poor packaging that may result in damage
- Return items without proper authorization
4.4 Step 4: Ship Your Return
Return Shipping Options:
Option 1: Courier Collection (Recommended)
- We can arrange courier collection at your address
- Collection fee applies (deducted from refund): R150 – R500 depending on location
- Schedule collection when contacting customer service
Option 2: Self-Arranged Return
- You arrange and pay for return shipping
- Use a trackable shipping method with insurance
- Keep proof of postage and tracking number
- We are not responsible for items lost or damaged during return transit
Option 3: In-Store Return
- Return products directly to our physical location during business hours
- No return shipping fees
- Immediate inspection and faster processing
Return Address:
Golf Cart Holdings (Pty) Ltd
Returns Department
Olive Crest Estate – Nord Riding 2169
South Africa
ATTN: Returns – RAN [Your Return Authorization Number]
4.5 Step 5: Inspection and Processing
Once we receive your return:
- Inspection: Product will be inspected within 3-5 business days
- Verification: We verify the product meets return eligibility criteria
- Notification: You will be notified via email of the inspection outcome
- Refund Processing: Approved refunds processed within 7-10 business days
5. Refund Policy
5.1 Refund Eligibility
Refunds will be issued for:
✓ Products returned in accordance with this policy
✓ Defective or damaged products (verified by inspection)
✓ Products not as described or incorrectly supplied
✓ Cancelled orders (before shipping)
✓ Non-delivery of products (after investigation)
5.2 Refund Methods
Refunds will be issued to the original payment method:
Credit/Debit Card: 7-10 business days (depending on your bank’s processing time)
EFT/Bank Transfer: 3-5 business days to your nominated bank account
Cash Purchase: Refund via EFT to your bank account (bank details required)
Store Credit: Alternative option, valid for 12 months from issue date
5.3 Refund Amount
Full Refund:
- Purchase price minus return shipping costs (if applicable)
- Minus restocking fee (if applicable)
- Original delivery fees are non-refundable unless the return is due to our error
Partial Refund:
May be issued for:
- Products returned with missing accessories or packaging
- Products with minor damage not reported upon delivery
- Products showing signs of use beyond inspection
No Refund:
- Products that do not meet return eligibility criteria
- Products damaged due to misuse or negligence
- Returns received after the return deadline
- Unauthorized returns
5.4 Refund Deductions
The following may be deducted from your refund:
- Return Shipping Costs: If return shipping was arranged by us
- Restocking Fee: 15% for golf carts, 10% for other products (where applicable)
- Original Delivery Fee: Non-refundable (unless return due to our error)
- Damage or Missing Items: Cost of missing or damaged components
- Depreciation: For products showing signs of use
5.5 Refund Processing Time
Timeline:
- Return Received: Item arrives at our facility
- Inspection: 3-5 business days
- Approval Notification: 1-2 business days
- Refund Processing: 7-10 business days from approval
- Bank Processing: Additional 3-5 business days (depending on your bank)
Total Timeframe: Approximately 14-21 business days from when we receive your return.
5.6 Refund Confirmation
You will receive email confirmation when:
- Your return is received
- Inspection is complete
- Refund is approved and processed
Please check your spam/junk folder if you do not receive these notifications.
6. Exchanges
6.1 Product Exchanges
We accept exchanges for:
- Different model or specification
- Different color or style
- Size or compatibility issues
- Defective products (within warranty period)
Exchange Process:
- Contact customer service to request an exchange
- Follow the return process outlined above
- Specify the replacement product you require
- We will process the exchange upon receiving your return
- New product shipped once exchange is approved
Exchange Costs:
- No exchange fee if exchanging for the same value product
- Price difference applies if exchanging for higher/lower value product
- Delivery fees apply for shipping the replacement product
- Return shipping costs apply as per return policy
6.2 Out of Stock Exchanges
If your requested exchange product is out of stock:
- We will offer an alternative product of equal or greater value
- You may choose to wait for restock (estimated timeframe provided)
- You may opt for a full refund instead
7. Damaged or Defective Products
7.1 Reporting Damage or Defects
Upon Delivery:
- Inspect all products immediately upon delivery
- Report any visible damage or defects within 48 hours
- Take photos of damage (product and packaging)
- Contact us immediately at info@golfcartholdings.co.za
After Delivery:
- Manufacturing defects covered under warranty terms
- Report defects as soon as discovered
- Provide detailed description and photos
7.2 Our Responsibility
If we supplied a damaged or defective product, we will:
✓ Collect the product at no cost to you
✓ Provide a full refund including original delivery fees
✓ Or provide a replacement product at no additional charge
✓ Cover all associated costs
7.3 Warranty Claims
For products under warranty:
- Refer to the manufacturer’s warranty terms
- Contact us to initiate a warranty claim
- We will facilitate the warranty process with the manufacturer
- Warranty repairs or replacements processed according to warranty terms
See our separate Warranty Policy for complete warranty information.
8. Incorrect or Missing Products
8.1 Wrong Product Delivered
If we delivered the wrong product:
✓ Contact us within 48 hours of delivery
✓ We will arrange collection at no cost to you
✓ Correct product will be shipped immediately
✓ No charges or fees apply
8.2 Missing Items
If items are missing from your order:
✓ Check all packaging thoroughly (items may be in separate boxes)
✓ Contact us within 48 hours with your order details
✓ We will investigate and ship missing items immediately
✓ No additional charges
8.3 Surplus Items
If you received items you did not order:
- Contact us immediately
- Do not use or open the products
- We will arrange collection or provide return instructions
- No charges will apply to you
9. Cancelled Orders
9.1 Cancellation Before Shipping
You may cancel your order before it is shipped:
- Full Refund: 100% refund if cancelled before dispatch
- Processing Time: Refund processed within 3-5 business days
- How to Cancel: Email info@golfcartholdings.co.za with your order number
9.2 Cancellation After Shipping
Once an order has been shipped:
- Order cannot be cancelled in transit
- You may refuse delivery (return shipping costs may apply)
- Or follow the standard return process upon delivery
9.3 Custom Orders
Custom or special orders cannot be cancelled once production has commenced. A 50% cancellation fee applies to cover production costs already incurred.
10. Special Circumstances
10.1 Change of Mind
We understand circumstances change. While not legally required, we accept returns for change of mind within 30 days, subject to:
- Product meets all return eligibility criteria
- 10% restocking fee applies
- Return shipping costs borne by customer
- Product must be in new, unused condition
10.2 Business/Trade Customers
Business customers with credit accounts may have different return terms as specified in their credit agreement. Please contact your account manager for details.
10.3 Bulk Orders
Returns on bulk orders (10+ units) require special approval and may be subject to additional terms. Please contact our sales team.
11. Consumer Rights (South Africa)
11.1 Consumer Protection Act (CPA)
Under the South African Consumer Protection Act, you have the right to:
- Return defective products within 6 months of purchase
- Receive a repair, replacement, or refund for defective goods
- Fair and honest dealing
- Safe, good quality products
This policy does not limit your rights under the CPA.
11.2 Cooling-Off Period
For certain transactions, the CPA provides a 5-day cooling-off period. Please contact us for details if you believe this applies to your purchase.
12. Return Shipping Costs
12.1 Customer Responsibility
Return shipping costs are the customer’s responsibility for:
- Change of mind returns
- Non-defective products
- Products that do not meet return criteria
12.2 Our Responsibility
We cover return shipping costs for:
- Defective or damaged products
- Wrong products delivered
- Products not as described
- Our errors or mistakes
12.3 Shipping Cost Estimates
Courier Collection Fees:
- Local (within 50km): R150
- Regional (50-200km): R300
- National (200km+): R500
Actual costs may vary based on product size, weight, and location.
13. Restocking Fees
Restocking fees apply to certain returns to cover inspection, repackaging, and administrative costs:
- Golf Carts: 15% of purchase price
- Large Equipment: 10% of purchase price
- Standard Products: No restocking fee (unless opened/used)
- Special Orders: Non-returnable or 25% restocking fee
Restocking fees do not apply to:
- Defective products
- Damaged products (not customer’s fault)
- Wrong products delivered
- Our errors
14. Contact Information
For all returns and refund inquiries:
Returns Department
Golf Cart Holdings (Pty) Ltd
Email: info@golfcartholdings.co.za
Phone: +27 (0) 83 279 8073
Business Hours: Monday to Friday, 8:00 AM – 5:00 PM SAST
Website: http://golfcartholdings.co.za
15. Frequently Asked Questions
Q: How long do I have to return a product?
A: 30 days from the delivery date for most products.
Q: Who pays for return shipping?
A: Customer pays for change of mind returns. We pay for defective/damaged products or our errors.
Q: When will I receive my refund?
A: Typically 14-21 business days from when we receive your return.
Q: Can I exchange instead of returning?
A: Yes, contact us to arrange an exchange.
Q: What if my product is defective?
A: Contact us immediately. We will arrange collection and provide a refund or replacement at no cost to you.
Q: Do I need the original packaging?
A: Yes, original packaging is required for returns whenever possible.
Q: Can I return a custom order?
A: Custom orders are generally non-returnable unless defective.
Q: What if I received the wrong product?
A: Contact us within 48 hours. We will collect it and send the correct product at no cost to you.
16. Policy Updates
We reserve the right to update this Return and Refund Policy at any time. Changes will be effective immediately upon posting to our website. The “Last Updated” date at the top indicates when the policy was last revised.
Please review this policy periodically. Continued purchases after changes constitute acceptance of the updated policy.
17. Dispute Resolution
If you are not satisfied with how we handled your return or refund:
- Contact our Customer Service Manager: info@golfcartholdings.co.za
- Formal Complaint: Submit a written complaint detailing your concerns
- Review Period: We will review and respond within 10 business days
- Alternative Dispute Resolution: We support alternative dispute resolution mechanisms
If the matter remains unresolved, you may contact:
Consumer Goods and Services Ombud
Website: https://www.cgso.org.za
Email: info@cgso.org.za
Phone: 0860 000 272
Thank You
We appreciate your business and are committed to ensuring your complete satisfaction. Our return and refund policy is designed to be fair, transparent, and customer-friendly.
If you have any questions about this policy, please don’t hesitate to contact us.
Golf Cart Holdings (Pty) Ltd – Your Trusted Golf Cart Partner
