Refund and returns policy

This policy explains when you can return goods bought from ResinX and how refunds work. It should be read with our Terms of use. It does not limit your rights under the Consumer Protection Act 68 of 2008 (CPA) or the Electronic Communications and Transactions Act 25 of 2002 (ECTA).

1. Why returns are different for chemicals

Resins, gelcoats, catalysts, solvents and similar products are chemicals, many of them flammable or hazardous. Once a pack is opened, mixed or used it cannot be safely or lawfully resold, and some products cannot be returned by ordinary courier.

2. Change of mind

• Sealed, unopened items can be returned. Contact us first so we can arrange the return.
• The customer pays the courier cost of returning the goods.
• Opened or mixed chemicals cannot be returned for change of mind.
• Goods should be returned with the factory seal intact, in original packaging and in saleable condition.
• Items bought on quote or arranged specially for you are not returnable for change of mind unless we agreed otherwise in writing.

3. Goods that are faulty, damaged or not as ordered

You have the right to goods that are of good quality, free of defects and fit for their normal purpose (CPA sections 55 and 56). If goods are defective, unsafe, damaged on delivery, or not what you ordered:

1. Contact us promptly at hello@resinx.co.za or +27 (0)21 981 1440. Give your order number, a description of the problem and photos of the product, the label and batch number, and the packaging.
2. Within six months of delivery you may return the goods and choose a repair, replacement or refund, as the CPA provides. We cover the reasonable cost of returning faulty goods.
3. Because these products may be hazardous, do not return them by courier or post until we have given you instructions. We may arrange collection, ask you to keep the goods safely, or inspect them on site.

4. Cooling-off for online orders

If you buy online as a consumer, you may cancel a transaction without reason or penalty within 7 days of receiving the goods, as ECTA section 44 allows. The only cost you carry is the direct cost of returning the goods, unless we agreed otherwise. This right does not apply to the transactions listed in ECTA section 42, which include goods made to your specification or clearly personalised, and goods that by their nature cannot be returned or are likely to deteriorate or expire rapidly.

Opened, mixed or used products, and products that cannot be safely returned or resold, are not eligible. To use the cooling-off right, tell us in writing within 7 days of receiving the goods, and return them unopened, unused, sealed, in original packaging and in a safe condition.

The ECTA cooling-off right applies to consumers who are individuals. Business and trade customers may not have it.

5. Dangerous goods and transport

You must not send flammable or hazardous goods back by ordinary post or courier. Returns of hazardous goods must be arranged with us in advance and follow the transport and packaging rules for dangerous goods.

6. Refunds

• Approved refunds are paid to the original payment method.
• For a cooling-off cancellation we refund within 30 days of the cancellation, as ECTA section 44 requires.
• Delivery charges are refunded when the return is due to our error or faulty goods.
• Your bank may take additional time to reflect the refund.

7. Cancelling an order before dispatch

If you want to cancel an order we have not yet dispatched, contact us straight away. Orders on quote that have been specially prepared or arranged for transport may attract a cancellation charge as agreed on the quote.

8. Contact

Email hello@resinx.co.za, or call +27 (0)21 981 1440 or 0860 766 346.