Returns Policy

Exchange & Return Policy

We allow you to exchange a product, at no charge, provided:

1. it is undamaged, unused and unopened , with the original labels, stickers and seal’s still attached;
2. it is not missing any accessories or parts;
3. you log a return on the Website within 7 days of delivery to you or collection by you of the unwanted product. You can do this by emailing [email protected]
4. any exchange that exceed the 7 day period or which the packaging/seal of the item has been opened, will incur a 10% handling charge, R350 administrative fee and the cost equal to the courier.
5. A WAY reserves the right to accept exchange of goods.

In such a case, we will collect the product from you and deliver the requested product to you. If such variation is not available, we will credit your account with the purchase price of the product less costs within 14 – 21 days of the return. The same policy applies to items that have been exchanged for a special price/deal. We are entitled to inspect the product to validate your return.

Want to return?

You can return an unwanted product to us, provided:

1. It is undamaged, unused and unopened, with the original labels, stickers and seal’s still attached;
2. It is not missing any accessories or parts;
3. You log a return on the Website within 7 days of delivery to you or collection by you of the unwanted product. You can do this by Emailing [email protected]
4. All returns will incur a R350 administrative fee and the cost equal to the courier.
5. Any returns that exceed the 7 day period or which the packaging of the item has been opened, will incur:
   1. a 10% handling charge
   2. R350 administration fee
   3. and the cost equal to the courier costs.
   4. if the item is returned to A WAY by the customer, the courier cost will be wavered.
   5. Standard Call Out Rates will be charged for all cancellations of Installations if a technician was on site.
6. De-Installation of Air Conditioners/Swimming Pool Heat Pumps will be the responsibility of the customer. Alternatively, A WAY standard de-installation rates will apply.
7. A WAY reserves the right to accept return of goods that exceed a 14 day time frame from delivery to return request or items that have damaged or opened packaging.
8. All lead time made to order items will not be accepted for return or exchange. This includes but is not limited to Commercial Air Conditioning, Refrigeration Equipment & Cold Rooms.
9. All Spares including PC Boards will not be accepted for return or exchange.

Please note that we only refund to the payment method that you originally used – i.e. payment by credit card will be refunded to the same credit card, payment by EFT will be refunded to your nominated bank account.

All refunds are processed for payment within 14-21 working days after request. Refund lead times subject to stock return confirmation. Normal banking transfer lead times apply.

Preparing your products for a return

To ensure your request is approved & processed as quickly as possible you are responsible for the following when returning your products;

• de-install and package your products safely and securely for protection during transit;
• clearly mark your return reference number on the outside of the parcel; and
• include all accessories and parts that were sold with the product

Failure to adhere to any of these requirements could delay the processing of your request or result in its decline altogether.

Additional Charges

If you return a defective product to us, but you fail to return all of the accessories and parts that were sold with that product, we are entitled to (subject to applicable law) to refuse the return, only to replace the item that you did return, or to estimate the value of the missing accessories and parts and only to credit or refund you in respect of the returned item. If you return a product that does not comply with this Policy, you may be liable to reimburse A WAY for the cost of collecting the product from you and the cost of having the product returned to you.

Products Damaged On Delivery

Should a product be damaged or missing any parts or accessories at the time of delivery / collection, please make a note on your delivery note or proof of delivery and notify us immediately of such delivery / collection by logging a return via email: [email protected]

Once we have validated your damage, we will arrange to collect the product from you at no charge. Once we have inspected the product and validated your exchange, we will at your choice repair / replace the product as soon as possible (if such repair is possible/ we have the same product in stock to use as a replacement) or credit your account with the purchase price of the product. All claims must be reported within 7 working days from delivery / collection. Please inspect the packaging of your purchase for any physical damage before signing your proof of delivery. A WAY reserves the right to reject any damage claim if the product was signed to be received in good condition.