RETURNS POLICY

Effective Date: 23 June 2026

1. INTRODUCTION

This Returns Policy explains the basis on which Goldberg Import and Export CC, trading as GOLDEN CHEF (“GOLDEN CHEF”, “we”, “our”, “us”), will consider the return, exchange or refund of Goods. This Policy forms part of, and should be read together with, our Standard Terms and Conditions of Sale and our Shipping Policy.

By placing an Order, the Customer agrees to be bound by this Returns Policy. Except where required by the Consumer Protection Act 68 of 2008 (“CPA”) or other applicable law, Goods may only be returned with GOLDEN CHEF’s prior written approval, and approval of a return request is at all times at GOLDEN CHEF’s sole discretion.

2. RETURN REQUEST WINDOW

Any request to return Goods must be submitted in writing to GOLDEN CHEF within 7 calendar days of delivery or collection. Requests submitted after this period will not be considered, save where the CPA or other applicable law requires otherwise.

Submitting a return request does not guarantee that the return will be approved. No Goods should be sent back to GOLDEN CHEF until written approval has been received.

3. RETURN ELIGIBILITY

Unless otherwise required by the CPA, Goods will only be considered for return where all of the following conditions are met:

  • the return request is made within 7 calendar days of delivery or collection, in accordance with clause 2;
  • the Goods have not been used, installed, switched on, or altered in any way;
  • the Goods remain clean, unmarked and undamaged;
  • all original accessories, manuals, warranty documentation and packaging are returned complete;
  • all serial numbers and labels remain intact and legible;
  • the original Invoice or other valid proof of purchase is provided.

Failure to meet any of these requirements will result in the return being declined outright, and the Goods will be returned to the Customer at the Customer’s expense.

4. GOODS NOT ELIGIBLE FOR RETURN

Unless otherwise required by law, GOLDEN CHEF will not accept returns of:

  • specially imported products;
  • customised or made-to-order Goods;
  • Goods manufactured to Customer specifications;
  • clearance or discontinued stock marked as non-returnable;
  • Goods damaged after delivery or collection;
  • Goods showing any sign of use, misuse, or negligence;
  • Goods installed contrary to the manufacturer’s instructions;
  • Goods not returned in their Original Packaging, where packaging is reasonably required;
  • consumable or wear items once used, including but not limited to blades, belts, globes, brushes, filters, fuses and gaskets.

This list is not exhaustive, and GOLDEN CHEF reserves the right to decline a return for any other reasonable commercial reason not listed above.

5. RETURN PROCESS

To request a return, the Customer must contact GOLDEN CHEF in writing at sales@goldenchef.co.za, providing the Invoice number, a description of the Goods, and the reason for the requested return.

GOLDEN CHEF will respond confirming whether the return is approved and, if so, the process for returning the Goods. The Customer is responsible for packaging the Goods securely and, unless the return relates to a proven manufacturing defect or incorrect supply by GOLDEN CHEF, for all costs of returning the Goods to GOLDEN CHEF’s premises will be for the customers account.

Goods returned without prior written approval may be refused at the Customer’s risk and expense, including the cost of returning them to the Customer.

6. INSPECTION BEFORE REFUND OR EXCHANGE

All returned Goods are subject to inspection by GOLDEN CHEF before any refund, exchange, or credit is approved. Inspection may include testing, dismantling where necessary, verification of serial numbers, and assessment for misuse or accidental damage.

The fact that Goods have been returned and received by GOLDEN CHEF does not constitute approval of the return. GOLDEN CHEF may reject a return in full following inspection if the Goods do not meet the eligibility requirements in clause 3, and the Goods will be returned to the Customer at the Customer’s expense.

7. HANDLING AND RESTOCKING FEES

Where a return is accepted for any reason other than a proven manufacturing defect or a legal obligation under the CPA, GOLDEN CHEF reserves the right to charge a handling and restocking fee of up to 15% to 25% of the original Invoice value of the returned Goods.

This fee will be deducted from any refund due to the Customer before payment. Original delivery, installation, and call-out charges are non-refundable in all circumstances other than a proven manufacturing defect or incorrect supply by GOLDEN CHEF.

8. REFUND METHOD AND TIMING

Approved refunds will only be processed by Electronic Funds Transfer (EFT) into a South African bank account held in the name of the Customer or Invoice holder. Cash refunds will not be made under any circumstances, unless required by law.

Refunds will normally be processed within 7-14  Business Days of GOLDEN CHEF approving the return following inspection, and not from the date the Goods were physically returned. GOLDEN CHEF shall not be liable for any delay in a refund being reflected in the Customer’s account once payment has been made, as this depends on the Customer’s bank.

GOLDEN CHEF reserves the right to withhold any refund until the returned Goods have been fully inspected and the return formally approved.

9. INCORRECTLY SUPPLIED GOODS

If GOLDEN CHEF supplies Goods that are materially different from those ordered, the Customer must notify GOLDEN CHEF in writing within 7 calendar days of delivery or collection, providing photographic evidence where possible.

Subject to verification by GOLDEN CHEF, the sole remedies available to the Customer are, at GOLDEN CHEF’s discretion: collection of the incorrect Goods and delivery of the correct Goods; or a refund limited to the amount paid for the affected Goods. No further compensation of any kind will be payable.

10. DEFECTIVE GOODS

Where Goods contain a manufacturing defect covered by the CPA or an applicable manufacturer’s warranty, GOLDEN CHEF will deal with the matter strictly in accordance with the Consumer Protection Act, the applicable manufacturer’s warranty, and the Standard Terms and Conditions of Sale, and not under this general Returns Policy.

A Defect does not include damage resulting from misuse, negligence, accidental damage, incorrect installation, poor maintenance, abuse, normal wear and tear, electrical faults, incorrect gas supply, or environmental conditions, and no return, refund, or exchange will be granted in respect of such damage.

Nothing in this Returns Policy limits any right the Customer may have under South African consumer legislation that cannot lawfully be excluded.

11. EXCHANGES

Exchanges are offered entirely at GOLDEN CHEF’s discretion and are subject to the same eligibility requirements, inspection process, and handling fees as a return under this Policy.

Where an exchange is approved for a higher-value item, the Customer must pay the price difference, together with any applicable delivery charges, before the replacement Goods are dispatched or released. No cash or partial refund will be given where an exchange is for a lower-value item; GOLDEN CHEF may, at its discretion, issue a credit note for the difference, valid for 90 calendar days.

12. NON-RETURNABLE CHARGES

Call-out fees, assessment fees, travelling charges, labour already performed, and any consumable parts already used or fitted are non-refundable under any circumstances once the relevant service or work has commenced, regardless of whether the underlying Goods are subsequently returned.

13. CONTACT US

For any queries relating to returns, exchanges, or refunds, please contact:

Goldberg Import and Export CC, Trading as GOLDEN CHEF

Physical Address: 15 Westlake Drive, Westlake, Cape Town, 7945, South Africa

Telephone: +27 (21) 510 0386

Email: sales@goldenchef.co.za

Website: www.goldenchef.co.za