Orbit Industrial (Pty) Ltd t/a Orbit Industrial Supplies

Refund and Returns Policy

Effective date: 6 February 2025  |  Last reviewed: October 2026

1. Our Commitment

Orbit Industrial (Pty) Ltd t/a Orbit Industrial Supplies ("Orbit Industrial") supplies genuine products from the brands we distribute, including Mobil, Kimberly-Clark Professional, Quaker Houghton, Rymax Lubricants and Lasher Tools. We take product quality seriously and will act promptly and fairly if a product does not meet your expectations.

This policy sets out the terms under which returns, credits and refunds will be considered. It applies to all purchases made through our website (www.orbitindustrial.co.za), by telephone, by quotation or by purchase order. It is subject to the Consumer Protection Act 68 of 2008 (CPA) and applicable South African commercial law.

2. How to Report a Return or Defect

All return requests, defect reports and warranty claims must start with Orbit Industrial. Please do not return goods without prior written authorisation.

Step 1: Notify us immediately

Contact us as soon as you identify the issue. Do not continue to use a product you believe to be defective or incorrectly supplied, as this may affect your eligibility for a return or credit.

• In writing: via our Contact page
• By telephone: 021 569 2530

Step 2: Provide documentation

When reporting a return or defect, please have the following ready:

• Your original invoice number and date of purchase
• A description of the issue or reason for return
• Photographs of the product, packaging and any visible damage (where applicable)
• Batch or lot number (if visible on the product or container)

Step 3: Await written authorisation

Orbit Industrial will acknowledge your notification within 2 business days and provide written guidance on next steps. A Return Merchandise Authorisation (RMA) number will be issued for all approved returns. Goods returned without an RMA number will not be accepted and will be returned to sender at the customer's cost.

3. Standard Returns: Unused Goods

Goods may be considered for return and credit when:

• The goods are unused, in their original condition and in their original, undamaged packaging
• The return request is made within 5 calendar days of the delivery date (not the invoice date)
• A valid RMA number has been issued by Orbit Industrial before the goods are returned
• The goods are from our standard product range and were not ordered as a special order

3.1 Credit processing

Credits for approved standard returns are processed within 10 business days of Orbit Industrial receiving and inspecting the returned goods. Credits are applied to your account or refunded via the original payment method. A handling and restocking fee of up to 10% of the original invoice value may apply where goods are returned for reasons other than a defect or incorrect supply.

3.2 Return freight

Where goods are returned because of an error by Orbit Industrial (incorrect product supplied or damage in transit), Orbit Industrial will arrange and pay for return freight. Where goods are returned for any other reason (change of mind, or an incorrect order placed by the customer), return freight is the customer's responsibility.

4. Goods Damaged in Transit

We take care in packing and dispatching all orders, but damage can occasionally occur during delivery. Please follow this procedure:

• Inspect all deliveries before signing the delivery note
• If damage is visible, note it on the delivery note in writing before signing and photograph it immediately
• Do not sign an unqualified delivery note for visibly damaged goods, as this may limit your ability to claim
• Report damaged deliveries within 24 hours of receipt, in writing via our Contact page, with photographs attached

Orbit Industrial will investigate transit damage claims promptly and, where confirmed, will replace the affected goods or issue a credit. Claims reported more than 24 hours after delivery may not be accepted.

5. Incorrect Goods Supplied

If Orbit Industrial supplies a product that differs from what was ordered and confirmed on your purchase order or quotation, we take full responsibility for the error:

• Notify us within 5 calendar days of delivery, as set out in Section 2
• Orbit Industrial will arrange collection of the incorrect goods at no cost to you
• Replacement with the correct goods will be prioritised, subject to stock availability
• If the correct goods cannot be supplied within an acceptable time, a full credit or refund will be issued

6. Defective Products and Warranty Claims

6.1 Manufacturer warranties

Products sold by Orbit Industrial carry the original manufacturer's warranty only. Orbit Industrial does not offer any additional warranty beyond what the manufacturer provides. Warranty terms vary by brand and product, and we can supply warranty documentation on request.

6.2 How to make a warranty claim

Please direct all warranty claims to Orbit Industrial first. We will manage the claim with the manufacturer on your behalf.

• Contact us as set out in Section 2 with your invoice number, product details and a description of the defect
• Keep the product and original packaging; do not dispose of defective goods before the claim is assessed
• Where the manufacturer requires it, a physical or laboratory assessment may be needed before a claim can be accepted

6.3 Used oil and lubricant claims

For lubricant warranty claims involving suspected product failure (such as premature equipment wear attributed to lubricant quality), we will also need:

• An oil sample from the application, where possible
• Equipment maintenance records and service history
• Details of the application, operating conditions and oil drain interval
• The batch number from the product container

Orbit Industrial will coordinate used oil analysis with the manufacturer's technical team where required. This may take additional time, and the outcome is subject to the manufacturer's assessment.

7. Special Orders and Custom Products

Special order items include:

• Products not held as standard stock at our Durbanville or Garden Route branches
• Bulk volumes, IBCs or container quantities ordered specifically for a customer
• Specialised offshore, subsea or technically specific fluids ordered to customer specification
• Custom-blended or non-standard formulations

Special order products are subject to these conditions:

• Full or partial payment is required when the order is placed
• Special order products are non-returnable and non-refundable once the order has been placed with the manufacturer or supplier
• Orbit Industrial will confirm in writing whether a product is a special order item before processing your order

8. Items Not Eligible for Return or Credit

The following are not eligible for return, credit or refund:

• Products that have been opened, partly used or removed from their original packaging
• Products that have been mixed, blended or contaminated after delivery
• Products damaged by improper storage, handling or use by the customer
• Special order items once the order has been confirmed and placed (see Section 7)
• Products returned without a valid RMA number
• Products returned more than 5 calendar days after delivery (standard returns), or reported more than 24 hours after delivery (transit damage)
• Products whose batch number, label or safety data sheet has been removed or defaced

Nothing in this policy limits any right you have under the Consumer Protection Act where it applies to your transaction.

9. Disputes and Escalation

If you are not satisfied with the outcome of a return or warranty assessment:

• Set out your concern in writing via our Contact page, marked "For the attention of the Director"
• Orbit Industrial will acknowledge your escalation within 2 business days and give a formal written response within 10 business days
• Where a dispute cannot be resolved internally, both parties agree to attempt mediation before formal legal proceedings

This policy and any disputes arising from it are governed by the laws of the Republic of South Africa.

10. Contact Details

For return requests, warranty claims, damaged goods reports and related enquiries:

Orbit Industrial (Pty) Ltd t/a Orbit Industrial Supplies
Unit 5, DuVille Industrial Park
8 Arum Lily Street, Durbanville, 7550
Tel: 021 569 2530
Written enquiries: via our Contact page
Business hours: Monday to Friday, 07:00 to 17:00

Related policies: Shipping and Delivery Policy, Terms and Conditions of Sale and Privacy Policy.

This policy is subject to the Consumer Protection Act 68 of 2008 and applicable South African commercial law. © 2026 Orbit Industrial (Pty) Ltd t/a Orbit Industrial Supplies. Co Reg 2017/187308/07. All rights reserved.