Refund and Returns Policy

Hi Service Solutions (Pty) Ltd
Effective: 23 July 2025

We want you to be satisfied with every purchase from Hi Service Solutions. This Returns & Refunds Policy outlines how we handle returns, exchanges, and refunds for both products and services.

1. RETURNS ELIGIBILITY

We accept returns under the following conditions:

• The item is unused, in its original packaging, and in resalable condition;
• The return is requested within 7 calendar days of delivery;
• You can provide proof of purchase (invoice or receipt);
• The product was not installed or altered in any way.

Please note:

• Returns will not be accepted for custom items, special orders, or used products.
• Items that are damaged due to misuse, improper installation, or negligence are not eligible.

2. RETURN PROCESS

To request a return:

1. Email us at admin@hiservice.co.za within 7 days of receiving your order.
2. Include your full name, order number, reason for return, and any supporting photos (if applicable).
3. We will review your request and respond within 2 business days.
4. If approved, you will receive return instructions.

Please note:

• Customers are responsible for return shipping costs unless the item was received damaged or in error.
• Returned items must be received at our facility before a refund is issued.

3. REFUNDS

Refunds are processed once we receive and inspect the returned product.

Approved refunds will be issued:

• To the original method of payment;
• Within 5–10 working days of approval.

In the case of damaged goods or incorrect items sent, we will cover the cost of return shipping and offer:

• A full refund, or
• A free replacement (subject to availability)

4. INSTALLATION & SERVICE RETURNS

• If you are unsatisfied with an installation or service, please contact us within 48 hours of completion.
• We will assess the issue and, if justified, offer a remedy such as rework, replacement, or partial refund.

5. NON-RETURNABLE ITEMS

• Gas bottles once opened or used
• Installed or altered appliances
• Custom-ordered or made-to-spec products
• Clearance or sale items (unless faulty)

6. CONTACT US

For return queries or to request a return, please contact: Email: admin@hiservice.co.za
Phone: +27 21 492 8515 / +27 21 492 8516
Returns Address: First Floor, Talisman Strand Building, 267 Main Road, Strand, 7014, Cape Town, Western Cape

Hi Service Solutions (Pty) Ltd reserves the right to update this policy at any time. Last updated: 23 July 2025.