Delivery & Return Policy

Delivery Policy

Redmark delivers free of charge on all online orders over R1 500.00 within South Africa, door-to-door.

The free delivery on orders over R1 500.00 applies to online orders only. During the checkout process, a flat rate of R250.00 will be applicable for online order under the value of R1 500.00. Manual orders (Quotation request orders) will have a flat fee of R250.00 for delivery. 

Redmark will deliver after payment has reflected in our bank account or after completion of payment via PayFast  or PayStack within 2 – 10 working days depending on where you live. Please note: No orders will be dispatched until funds have cleared in our banking account or reflect via our payment gateways (PayFast) (PayStack).

Should you require your order urgently please make use of the EFT option and make an immediate payment for the funds to reflect in our bank account.

Should you have any queries regarding your delivery options, please call our customer support agents on 021 007 0724 or email: info@redmark.co.za 

Collection/Delivery Policy for Equipment Assessment and Repairs 

Upon request, Redmark can arrange for third-party couriers to transport equipment, with delivery fees paid by the customer. Redmark is not liable for any damages during transit and customers are responsible for securely packaging equipment sent in for repairs. Failure to collect equipment after invoicing may result in additional storage costs at Redmark’s discretion. Equipment not paid for or collected within 3 months may be discarded or sold to recover costs incurred, without legal implications for the customer.

Late Delivery

The Electronic Communications and Transactions Act 25 of 2002 (“ECT Act”) entitles you to cancel your purchase within 14 days’ notice if the products you have purchased are not delivered within the agreed delivery period as specified in Redmark terms and conditions. The product(s) in question must be returned to Redmark in their original state, including all labels. Any such cancellation must be done by via Redmark call center by either calling 021 007 0724 or emailing info@redmark.co.za. Redmark will then refund you.

Stock shortages

If a product you ordered is temporarily or permanently unavailable, Redmark will notify you and issue a refund unless you agree to an extended delivery period, accept another product, or credit on your Redmark account. If you have redeemed a voucher or coupon against a temporarily unavailable product, Redmark will re-issue you with a replacement voucher. 

Non-defective products (your right to return) 

You may return any purchase made on Redmark within 7 days of delivery, except for certain exceptional cases like on sale products. To receive a refund, follow the return procedure and return the product in its original packaging without opening or using it.  Returns and refunds are approved or declined at the sole discretion of the company.

If the incorrect product is delivered to you by mistake (i.e. it is not the product you purchased), please do not remove the product from its original packaging and do not use the product at all. Please promptly contact us on 081 534 7353 or 021 007 0724 or email: info@redmark.co.za to notify us thereof, so that we can resolve the mistake by arranging to collect such product from you and deliver the correct product to you as quickly as possible.

Incorrect Product Ordered

If you ordered the wrong product but received what you ordered, you may only request to return it if it is unused and in the same condition as received. Shipping costs are  non- refundable, so you if you receive a refund, courier costs will be deducted. 

Defective products

All machines are tested by the manufacturer before we ship or hand over to customers.  The normal manufacturer backed repair warranty is applicable to machines and excludes any damage due to accident, water damage, power surges or misuse or any cause beyond control of factory or ourselves. 

We will provide the warranty as prescribed by the manufacturer’s warranty and any parts to be replaced, outside of the warranty, is payable by the customer, including shipping fees. 

If, within 3 months after delivery of a product to you, you can arrange to return such product to us for inspection in accordance with the returns procedure. If the product is subsequently found to indeed be defective, you are entitled to  have the product repaired at our expense, except for the courier costs involved . You acknowledge that on sale products will usually only be able to be repaired and not refunded or replaced.

If the product is found NOT to be defective, you will NOT be entitled to any repair, replacement or refund but will instead be liable for the costs incurred in having such product returned to Redmark and then redelivered to you.

When is a product defective?

Please note: the following are examples of things which will NOT be regarded as defects and will NOT entitle you to any repair, replacement or refund under the general warranty above faults resulting from normal wear and tear; damage arising from incorrect usage of the product. 

Supplier’s warranty: 

Certain products may come with a manufacturer’s guarantee. If so, this will be stated in the product listing on the site. Clear details of these guarantees are given in their listings and no shopper may ask to be covered by a wide-ranging guarantee other than the one shown on such product listing.

Exclusions

You may not under any circumstances return the following:

1- Non-defective products that have been On Sale.

2- For hygiene and health reasons, due to their nature: such as CPAP masks, CPAP Tubing, Nasal Cannulas, Wearable Products, Mouth Pieces, Humidifier Bottles and Tube Connectors, Oxygen Masks and Filters, etc. may under no circumstances be returned and no refunds will be applicable once the products have been opened.

3- Products that you or any other person has altered, repaired, incorporated or added to where such alteration, repair, incorporation or addition has not been authorized by Redmark In the event of equipment being repaired under warranty.

Redmark can provide certain rental equipment at an agreed upon fee. This will not include courier costs.

Return procedure to be followed

Contact us in writing  at info@redmark.co.za . Pack your items securely in a box to prevent damage to the items being returned. Within 21 business days of the returned item having being cleared by Redmark quality inspection, the money will be refunded back to the customer in the form of payment  used to pay for the order (either EFT or Credit Card) unless you specified that you want a store credit or a swap out

Processing of credits and refunds

Should you be entitled to a refund for any reason, such refund shall either be effected on the credit card used to purchase the product or be deposited into the bank account used in the Electronic Funds Transfer, within 10 business days of the returned item having been cleared by Redmark quality checking. Where your Redmark account has been credited, you will be entitled to use such credit towards other purchases made by you on the site. Do take note, however, that you cannot request that refund the credit on your profile in the form of cash once you opted for the credit option. 

Fraud Prevention

Redmark reserves the right to refuse, in the interest of fraud prevention, processing any payment for any order, and/or to cancel any purchase partially or completely, with notice given to you. Redmark will be responsible for returning funds for the cancelled portion of the order to you only if you have already paid such funds.