Overview

This policy governs the return and exchange of all safety gear purchased directly from AR Safety Gear.

1. How to Submit a Claim for a Return or Exchange

To initiate any return, exchange, or claim (whether for faulty goods, sizing, or a general return), please follow this simple process:

1. Immediate Notification: The customer must send an email to our dedicated claims address: admin@arsolution.co.za.
2. Claim Details: In the email, you must include the following information:
   • Original Invoice Number
   • Product Code and Quantity of the item(s) being returned.
   • Reason for Return (e.g., Factory Fault, Wrong Size, General Return).
   • Action Requested (e.g., Exchange for correct size, Refund, Replacement).
   • Clear photographs if the claim involves a physical fault or damage.
3. Assessment and Authorization: Our team will review your claim and issue you with a formal authorization for the return or collection of the goods.
4. Action: Please DO NOT send any goods back until you have received this formal authorization from us.

2. What is our Returns Policy?

A. Faulty Product (Immediate Action and Warranty)

This refers to goods where a genuine manufacturing defect, factory fault, or damage in transit has occurred.

Condition	Requirement
Immediate Faults	You have 7 calendar days from the date of receipt to notify us of any damage in transit or immediate factory faults. Inform us immediately, and we will take action immediately to resolve the issue.
Warranty	Products that develop a genuine defect (not misuse or fair wear and tear) will be considered for assessment if they were purchased within the last 6 months.
Exclusions	Misused, altered, or neglected goods cannot be returned. Only goods used in the right application will be considered.
Process	The claim process outlined in Section 1 MUST be followed.

B. Exchanges (Wrong Size)

This refers to goods being exchanged due to incorrect sizing requested by the customer.

Condition	Requirement
Time Limit	No goods more than 14 days from the date of receipt will be accepted for a size exchange.
Condition	Goods must be in the original, undamaged, and resalable packaging.
Sizing Limit	Size variance can generally not be more than one size up or one size down from the original size ordered (e.g., size 9 for a size 10 or size 8).
Process	The claim process outlined in Section 1 MUST be followed.

C. Undamaged / Saleable Product (Customer Decision)

This refers to orders cancelled or goods no longer required by the customer.

Condition	Requirement
Condition	Goods must not have been worn and must still be in the original, undamaged, and resalable packaging.
Time Limit	No goods more than 14 days from the date of receipt will be accepted.
Handling Fee	All returns of undamaged goods are subject to a 10% product handling fee, EXCEPT when the error is made on the part of AR Safety Gear.
Process	The claim process outlined in Section 1 MUST be followed.

Need help?

Contact us at admin@arsolution.co.za for questions related to refunds and returns.