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Returns and Refunds Policy

Having second thoughts?

We want you to feel perfectly confident when shopping online at www.alcell.co.za. Therefore, we give you the option to return any unopened, unused item in its original packaging that you bought from us for any reason within 7 days of receiving the item.

Prior to returning your product, please either send an email to returns@alcell.co.za or call our customer care team on 015 297 8667. Our customer care team will provide you with all relevant guidelines to proceed with the return (e.g. delivery process). Please do not attempt to return any goods before speaking to our team; otherwise you may be responsible for any associated expenses if you do so.

You may also be required to fill in a returns form provided by us in order to proceed with the returns process. Once we receive the items, we will fully refund you the amount you paid for the product(s) less the 15% admin fee, as well as inbound and outbound delivery costs.

Replacement

In the unlikely event that your item arrives damaged or faulty, you have 10 working days to notify Bataviya Traders CC T/A Al-cell. Please send an email to returns@alcell.co.za (after which one of our representatives will contact you), or directly call our customer care team on 015 297 8667.

You may be required to fill in a returns form and to send us images of the damaged product(s) for further assessment. Once assessed and approved by our team, you will be contacted to proceed with the returns process. Bataviya Traders CC T/A Al-cell. will arrange a repair, replacement(if available) or give you a store credit for the full sale price. Please do not attempt to return the items before speaking to one of our specialists (you may be responsible for any associate expenses if you do so).

Please note that the following will void any warranty claims:

  • Negligence – where the client or the installer did not install the product as per standard installation procedures.
  • Misuse – where the product was not used for its intended purpose or used outside of the scope of listed technical specifications.
  • Visible damage – where the products are damaged after they have been received and Bataviya Traders CC T/A Al-cell was not notified thereof within 10 working days of receipt of products.
  • Modifications – where the product was amended, adjusted or tampered with in such a way that it is deemed as modified from the condition that it was originally supplied to you.
  • We will not refund or replace a product that the customer has bought and received where, in our reasonable opinion, the product has: become of unacceptable quality due to fair wear and tear; misuse; failure to use in accordance with manufacturer’s instructions; using it in an abnormal way; or failure to take reasonable care.