ORBIT INDUSTRIAL PTY LTD

www.orbitindustrial.co.za

REFUND & RETURNS POLICY

Effective Date: 6 February 2025

Last Reviewed: May 2025

 

1. Our Commitment

Orbit Industrial Supplies PTY Ltd. is committed to supplying genuine, high-quality products from our authorised brand partners — including Mobil, Kimberly-Clark Professional, Quaker Houghton, Rymax Lubricants, and Lasher Tools. We take product quality seriously and will act promptly and fairly in the rare event that a product does not meet your expectations.

This policy sets out the terms and conditions under which returns, credits, and refunds will be considered. It applies to all purchases made through our website (www.orbitindustrial.co.za), by telephone, email quotation, or purchase order. This policy is governed by 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 be initiated by contacting Orbit Industrial directly. Do not return goods without prior written authorisation.

 

Step 1 — Notify Us Immediately

Contact your Orbit Industrial representative as soon as the issue is identified. 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.

•       Email: jaco@orbitindustrial.co.za

•       Telephone: +27 (21) 569-2530

•       Garden Route enquiries: Annette Scholtz — +27 79 181 3695

•       Northern Cape enquiries: Riaan Marais — +27 84 666 6021

 

Step 2 — Provide Documentation

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

•       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 under the following conditions:

•       The goods are 100% 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 Return Merchandise Authorisation (RMA) number has been issued by Orbit Industrial prior to return

•       The goods are from the standard Orbit Industrial product range and were not ordered on a special order basis

 

 

3.1 Credit Processing

Credits for approved standard returns will be processed within 10 business days of Orbit Industrial receiving and inspecting the returned goods. Credits will be applied to your account or refunded via the original payment method. Orbit Industrial reserves the right to apply a handling or restocking fee of up to 15% of the original invoice value where goods are returned for reasons other than defect or incorrect supply.

3.2 Return Freight

Where goods are being returned due to an error on the part of Orbit Industrial (incorrect product supplied, damaged in transit), Orbit Industrial will arrange and cover the cost of return freight. Where goods are being returned for any other reason (change of mind, incorrect order placed by the customer), return freight costs are the responsibility of the customer.

 

4. Goods Damaged in Transit

Orbit Industrial takes care in packaging and dispatching all orders. However, damage can occasionally occur during delivery. The following procedure must be followed:

•       Inspect all deliveries at the point of receipt before signing the delivery note

•       If damage is visible, note it on the delivery note in writing before signing and photograph the damage immediately

•       Do not sign an unqualified delivery note for visibly damaged goods — doing so may limit your ability to claim

•       Report damaged deliveries to Orbit Industrial within 24 hours of receipt by email to jaco@orbitindustrial.co.za with photographs attached

 

Orbit Industrial will investigate transit damage claims promptly and, where confirmed, will arrange replacement of the affected goods or issue a credit at our discretion. Transit damage claims reported more than 24 hours after delivery may not be accepted.

 

5. Incorrect Goods Supplied

If Orbit Industrial has supplied a product that differs from what was ordered and confirmed on your purchase order or quotation, we will take full responsibility for the error. In this case:

•       Notify us within 5 calendar days of delivery using the contact details in Section 2

•       Orbit Industrial will arrange collection of the incorrect goods at no cost to you

•       Replacement of the correct goods will be prioritised, subject to stock availability

•       If the correct goods cannot be supplied within an acceptable timeframe, a full credit or refund will be issued

 

 

6. Defective Products and Warranty Claims

6.1 Manufacturer Warranties

All products sold by Orbit Industrial carry the warranty of the original manufacturer only. As an authorised distributor, we supply genuine product backed by manufacturer warranties, but Orbit Industrial does not offer any additional warranty beyond what the manufacturer provides.

Manufacturer warranty terms vary by brand and product. We encourage all customers to familiarise themselves with the applicable warranty terms before purchase. Our team can provide warranty documentation on request.

 

6.2 How to Make a Warranty Claim

All warranty claims must be directed to Orbit Industrial in the first instance — do not contact the manufacturer directly. We will manage the warranty claim process on your behalf, liaising with Mobil, Kimberly-Clark, Quaker Houghton, Rymax, or Lasher Tools as required.

To make a warranty claim:

•       Contact Orbit Industrial using the details in Section 2 with your invoice number, product details, and a description of the defect

•       Retain the product and original packaging — do not dispose of defective goods before the claim is assessed

•       Where required by the manufacturer, a physical or laboratory assessment of the product may be necessary before a claim can be accepted

 

6.3 Used Oil and Lubricant Claims

For lubricant-related warranty claims involving suspected product failure (such as premature equipment wear attributable to lubricant quality), the following additional information will be required:

•       Oil sample from the application, where possible

•       Equipment maintenance records and service history

•       Details of application, operating conditions, and oil drain interval

•       Batch number from the product container

 

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

 

7. Special Orders and Custom Products

Certain products in our range are classified as special order items. These include:

•       Products not held as standard stock at our Durbanville or Garden Route locations

•       Bulk volumes, IBCs, or container quantities ordered specifically for a customer

•       Highly specialised offshore, subsea, or technically specific fluids ordered to customer specification

•       Custom-blended or non-standard formulations

 

Special order products are subject to the following conditions:

•       Full or partial payment upfront is required at the time of order placement

•       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 classified as a special order item before processing your order — do not proceed if you are uncertain about your requirements

 

 

8. Items Not Eligible for Return or Credit

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

•       Products that have been opened, partially used, or removed from their original packaging

•       Products that have been mixed, blended, or contaminated after delivery

•       Products damaged due to 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 issued by Orbit Industrial

•       Products returned more than 5 calendar days after the delivery date (for standard returns) or more than 24 hours after delivery (for transit damage claims)

•       Products for which the batch number, label, or safety data sheet has been removed or defaced

 

9. Disputes and Escalation

Orbit Industrial is committed to resolving return and warranty disputes fairly and promptly. If you are not satisfied with the outcome of a return or warranty assessment:

 

•       Contact the Director directly at jaco@orbitindustrial.co.za, setting out your concern in writing

•       Orbit Industrial will acknowledge your escalation within 2 business days and provide a formal written response within 10 business days

•       Where a dispute cannot be resolved internally, both parties agree to attempt mediation before pursuing formal legal proceedings

 

This policy and any disputes arising from it are governed by the laws of the Republic of South Africa. The Consumer Protection Act 68 of 2008 applies to all transactions with qualifying consumers.

 

10. Contact Details

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

 

Orbit Industrial Supplies PTY Ltd.

Unit 2, DuVille Industrial Park, 8 Arum Lily Street, Durbanville, 7550

Telephone: +27 (21) 569-2530

Email: jaco@orbitindustrial.co.za

Garden Route: Annette Scholtz — +27 79 181 3695

Northern Cape: Riaan Marais — +27 84 666 6021

This policy is subject to the Consumer Protection Act 68 of 2008 and applicable South African commercial law.

© 2025 Orbit Industrial Supplies PTY Ltd. All rights reserved.