Returns and Refunds Policy

1. Our goods

We supply physical and digital goods.

2. Read instructions

Please carefully read and follow all instructions that come with our goods. For example, any documents that help you use our goods.

3. Un-returnable goods

We supply certain goods that you cannot return to us as they are:

• electronic vouchers

4. Advance orders

If you order the goods in advance, we will charge you the full item amount. Backorders may take 6 – 10 weeks to deliver, depending on stock availability at the manufacturer and the clearance speed of customs. No refunds will be applicable for goods paid on back order. 

5. Custom goods

If you ask us to provide you with custom goods, we may charge you a deposit or the full amount for the goods. You may not cancel an order for custom goods before delivery, unless we allow this in our discretion. In this case, you will forfeit any deposit or amount already paid for the goods, and we may charge you an additional cancellation fee. The cancellation fee plus the amount forfeited will not be more than the full amount for the goods.

6. Incorrect item delivered

We do our best to ensure the product information, availability, purchase price and associated delivery times and fees are accurately reflected on our site. Please notify us within 7 days (the sooner the better)

However, should we accidentally deliver the wrong product to you or if the product is not as described on the website, or is missing any parts:

• Please do not remove the product from its original packaging or any of the stickers or labels.
• Notify us as immediately and we will collect the product from you at no charge.

We will at your choosing:

• deliver the correct item to you as soon as possible (if available); or
• send you a voucher for the purchase price of the product; or
• issue a refund (using the same method of payment you originally used for the purchase).
  • Please note that a refund is not available if the item was received as a gift.

7. Goods arrived damaged

If your goods arrive damaged, missing any parts or accessories, or inoperable, then we will do our best to resolve the issue. Please notify us within 7 days (the sooner the better)

We will require the following information to assess where in the delivery process the damage may have occurred:

• photograph of the outer box (including whether it has a Fragile sticker or not);
• photograph of the inside of the box, including the inner packaging; and
• photograph of the damaged item.

If necessary, we will arrange the collection of the product from you at no charge. Once we have inspected the product or photographs and validated your return (if needed), we will, according to your preference:

• replace the product (if available); or
• issue a refund voucher for the purchase price of the product or
• issue a refund (using the same method of payment you originally used for the purchase).
  • Please note that a refund is not available if the item was received as a gift.

8. How to return an item

There are different methods of returning an item. These methods are further explained in the returns portal:

• You may drop off the item at our office. There is no cost associated with this.
• You may select a pick-up date, and the item will be collected from you. We may charge a fee for this service.

9. How to package an item you want to return

The returning product must be packed, in its original packaging, in another box with as much padding and protective packaging as possible so that it can travel safely back to us. If the returning product has not been packaged properly and is damaged, then we simply cannot give you a refund. It is your responsibility to package the item correctly.

10. How do we process your refund

10.1. Returns within 30 days

You will be offered a Marine Radio Super Store voucher or a product exchange. If you specifically require another form of refund (i.e. credit card or EFT), a 7% fee of the refund amount may be charged. Refunds are handled within 8 to 10 working days of logging the return (refunds can take up to 3 working days to reflect in your account once processed due to banking timelines).

10.2. Damaged goods

Refunds are handled within 8 to 10 working days of logging the return (refunds can take up to 3 working days to reflect in your account once processed due to banking timelines). Replacements may take longer as these are dependent on availability.

10.3. Goods purchased with vouchers or gift cards

We have three types of vouchers:

1. a purchased fixed amount gift, e.g., R200 paid by gift giver (gift voucher or gift card)
2. a promotional fixed amount discount, e.g. R100 off (fixed voucher), and
3. a promotional percentage discount, e.g. 10% off (percentage voucher)

We cannot refund in cash purchases made with a gift voucher. We will either reinstate the used gift voucher or issue you with a new one.

If you use a fixed voucher to pay for an order, and you later cancel the order (or part thereof) prior to delivery of the goods, or you return one or more goods in accordance with this policy, the value of the fixed voucher will be deducted off the purchase price of the cancelled or returned goods. We will credit you for the balance, if any (or refund you if that is your preference). We will also provide you with a replacement fixed voucher of the same value as the original fixed voucher used. We may, in our sole discretion, impose restrictions on the use of the replacement fixed voucher. For further information on restrictions on promotional vouchers, please see our voucher terms.

If you use a percentage voucher to pay for an order, and you later cancel your order (or part thereof) prior to delivery of the goods, or you return one or more goods in accordance with this policy, the value of the discount received using the percentage voucher will be deducted off the purchase price of the cancelled or returned goods (as applicable), and we will refund you for the balance, if any. We will also provide you with a replacement percentage voucher of the same discount as the original percentage voucher. We may, in our sole discretion,n impose restrictions on the use of the replacement percentage voucher, including a limited validation period. For further information on restrictions on promotional vouchers, please see our voucher terms.

11. International orders and repairs

We do not offer International Shipping.

If you have changed your mind about a product, we are not able to facilitate a return because of Customs restrictions. We ask that you look carefully at the product before you make the purchase and as always get in touch with our customer support team if you have any questions.

Support for repairs within warranty or general repairs may vary according to the availability of support from local agents. These will be dealt with on a case-by-case basis.

12. Our goods warranty

We warrant that all our goods are new and of good quality unless we clearly describe them as used or reconditioned or as having specific defects.

13. Statutory warranty on repairs

We do not personally carry out the repair, but we will send the goods to the supplier to be repaired. We warrant all our repairs and repaired goods against the failure of a repair and any further defect for the remaining portion of the statutory warranty, plus a further three months from the time we return the repaired goods.

14. Supplier warranty

These warranties are usually stated in the product brochure and may be subject to the manufacturer’s specific terms and conditions.

It is solely up to the supplier or manufacturer as to what remedy they can offer you. We are under no obligation to provide you with a credit, repair or replacement, as your remedy lies with the supplier or manufacturer. However, since we want your experience to be as good as possible, we will facilitate the discussion for replacement or repair between you and the supplier.

15. Inspection of defective goods

15.1. Suitably qualified examiner

A customer who believes goods are defective should contact us, and we will use a suitably qualified examiner to examine the goods and produce a report for us to consider. A suitably qualified examiner is a reputable and independent person trained and qualified to repair goods. We will not charge you for this service.

15.1. Our examination duties

Our third-party suppliers are trained to recognise any defects in their goods. They can usually tell if the goods have been misused, for example, if they have been neglected, damaged, altered or not used according to instructions. Our third-party suppliers will give reasons if they refuse to accept that we supplied defective goods, but will only do this if they honestly believe the goods have been misused.

16. Invalidation of warranties and right to return unsuitable goods

Warranties on any of our goods will be invalid if any person who is not suitably qualified has opened, tampered with or altered the goods contrary to the instructions or removed the warranty label. This also applies to goods found to be unsuitable. It is considered fraud to deliberately damage goods to claim a refund.

17. Exclusion of industrial use

We only warrant goods for any industrial or unusual commercial use if we clearly state this in writing, for example on the packaging or website.

18. Our returns and refunds procedure

You must use our returns and refunds procedure for returning defective or unsuitable goods, or else we may refuse to accept them. Our returns and refunds procedure is as follows:

• We’ve made the returns and exchange process even easier by creating a little self-help online system for you. Simply fill out the form and hit submit. A customer support agent will then get hold of you shortly. Start the process here.
• Any return of physical goods must include all accessories and instructions, and all original packaging. If the returning product item has not been packaged properly and is damaged, then we simply cannot give you a refund. It is your responsibility to package the item correctly.
• When you receive your returns reference number (e.g., MRR12345), please write the return claim number (e.g., MRR12345) clearly on the outside of the package. We may refuse to accept a package that does not have this return reference number on it.
• You may choose to have the item collected by our couriers or drop it off at our office in Durbanville, Cape Town.
• If you claim that our goods are defective, our staff will examine the goods for defects. In the case of physical goods, our staff will examine the actual goods. They will report to us whether the goods were defective, were misused, or are of good quality. We do not regard the following as defective:
  • faults resulting from normal wear and tear;
  • damage arising from negligence, user abuse or incorrect usage of the product;
  • damage arising from electrical surges or sea air corrosion;
  • damage arising from a failure to adequately care for the product;
  • damage arising from unauthorised alterations to the product; or
  • where the specifications of a product, although accurately described on the website and generally fit for its intended purpose, do not suit you.
• If you claim that our goods are unsuitable for your purposes, we will first investigate whether you communicated the purpose to us. If you did, we will then provide you with a written report indicating whether we believe the goods were unsuitable for your specific purpose or not.
• If you returned the goods within the seven day cooling-off period and our staff report that the goods were defective, were provided to you for your specific purpose and were unsuitable for that purpose, then we will either contact you and ask you whether you would like us to repair, replace, or refund the price of the goods (if you are also a consumer under the CPA) or advise you how we have decided to compensate you (if you are not a consumer under the CPA).
• If you choose for us to repair or replace the goods, or we decide to do so ourselves, we will contact you as soon as reasonably possible to organise the necessary steps to repair or replace the goods.
• If you choose for us to make a refund or we decide to do so ourselves, we will contact you and arrange payment of the refunded amount into a bank account of your choice within 30 days of cancellation.
• If the item was given to you as a gift, you will need to provide the original purchaser’s details. We will give you a refund of a Marine Radio Super Store voucher to the value of the item.
• All free gifts, bonus items or vouchers attached to the purchased products, or all elements of any bundled items, must also be returned with the original purchase. If not, the value of any such unreturned gift, bonus or bundled item, or used portion of any gift card will be deducted from any refund.

19. Our customer support department contact details

• Telephone number: +27 87 821 6115
• Email address: info@marineradio.co.za
• Address: 32 Hebron Street, Durbanville, Cape Town, 7980
• Office hours:
  • Monday to Friday: 08:00 to 16:30
  • Closed on Saturdays, Sundays and Public Holidays

20. Customer queries and complaints

We aim for complete customer satisfaction. We respect our customers’ rights and always try to comply with best practice and all relevant laws. If you are not satisfied with any of our goods or have any questions, please contact our customer support department and have your invoice ready. We will try our best to solve your problem. We are proud of the reputation of our goods.