Returns & Refund Policy

1. Overview

Orbix Containers & Structures supplies heavy industrial products. Our returns policy is designed to be fair and transparent while reflecting the practical realities of shipping container logistics. Where the South African Consumer Protection Act (CPA) or applicable law in your jurisdiction provides greater rights, those rights take precedence over this policy.

All return requests must be initiated by contacting us at sales@orbixcontainers.com or +27 710 960 446 before arranging any transport. Unauthorised returns will not be accepted.

2. Return Eligibility by Product Type

3. Defective or Damaged Products

If your container arrives with damage or defects not disclosed at the time of sale, you have the following rights:

• Inspect at delivery: You are entitled to inspect the unit before signing the delivery receipt. If you sign without noting damage, Orbix will assume the unit was received in satisfactory condition.
• Delivery damage: Report any damage that occurred during transport within 24 hours of delivery. Photograph the damage before moving the unit. Orbix will assess responsibility and arrange remedy at no cost to you if caused by our transport provider.
• Hidden defects: Defects that could not reasonably be identified on delivery inspection must be reported within 14 days of discovery, and in any event within the applicable warranty period (see Warranty Policy).
• Remedy for defective units: Repair, replacement or full refund at Orbix's discretion. For confirmed manufacturing defects on new containers, Orbix will cover all transport costs for the return and replacement.

4. Return Process

1. Contact Orbix to initiate the return Email sales@orbixcontainers.com or WhatsApp +27 710 960 446 with your order number, reason for return, and photographs of the unit's current condition.
2. Return authorisation (RMA) Orbix will review your request within 3 business days and issue a Return Merchandise Authorisation (RMA) number if approved. Do not arrange transport without an RMA — unauthorised returns will be refused at the depot.
3. Transport the unit back to our depot Unless the return is due to a manufacturing defect or delivery damage (in which case Orbix covers transport), the Customer arranges and pays for return transport to: 19A Chevrolet Street, Markman Industrial, Port Elizabeth (Gqeberha), 6001, South Africa.
4. Inspection at our depot Orbix will inspect the returned unit within 3 business days of receipt. Any damage, modifications or missing components discovered during inspection will be deducted from the refund amount.
5. Refund processing Approved refunds are processed within 10 business days of our inspection. Refunds are issued via the original payment method (EFT for bank transfer, credit card reversal for card payments).

5. Refund Calculation

The refund amount is calculated as:

• Full purchase price less any applicable restocking fee (see table in Section 2).
• Less any deductions for damage, missing components or cleaning costs identified on inspection.
• Delivery charges (both outbound and inbound) are non-refundable unless the return is due to Orbix's error or a confirmed manufacturing defect.
• For partially assembled modular structures, a disassembly fee of up to 15% of the purchase price may apply.

Orbix will provide a written breakdown of any deductions before processing the refund. If you dispute the deductions, the matter will be resolved in accordance with the dispute resolution process in our Terms & Conditions.

6. Order Cancellations

• Before allocation: If you cancel before Orbix has allocated a specific unit or commenced modifications, you will receive a full refund of your deposit within 5 business days.
• After allocation, before delivery: The deposit (50%) is forfeited. If the full purchase price was paid, the balance less the 50% deposit will be refunded within 10 business days.
• After delivery: Subject to the return eligibility conditions in Section 2 above.
• Custom/bespoke orders: If cancellation occurs after work has commenced, you will be invoiced for work completed to date. Where costs exceed the deposit, the additional balance is payable.

Cancellation requests must be submitted in writing to sales@orbixcontainers.com.

7. Exchanges

If you wish to exchange a standard stock container for a different size or specification within 14 days of delivery, contact us to check availability. Exchanges are treated as a return and new purchase. Any price difference is payable by or refunded to the Customer. The restocking fee applies to the returned unit.

8. International Orders

For customers in the USA, EU and other international jurisdictions:

• International return transport costs are the Customer's responsibility unless the return is due to a confirmed manufacturing defect.
• Export containers that have already shipped internationally cannot be returned — only warranty claims apply.
• Customs, import duties and taxes on returned goods are the Customer's responsibility.
• EU customers retain their statutory rights under the Consumer Rights Directive where applicable to distance contracts. Note that customised goods are exempt from the EU 14-day cooling-off right.

9. Consumer Protection Act (South Africa)

South African customers have additional rights under the Consumer Protection Act 68 of 2008 (CPA) for private/consumer purchases. These include:

• Right to return goods within 5 business days if they fail to meet the required quality standards, are unsafe, or do not match the agreed description (Section 56).
• Right to a refund, repair or replacement at the Consumer's election for defective goods (Section 56).
• Right to 10 business days' notice before a fixed-term hire agreement can be renewed automatically.

Note: The CPA primarily applies to transactions with private consumers (B2C). Business-to-business (B2B) transactions are generally governed by the terms agreed between the parties (these Terms & Conditions).

To exercise your CPA rights or lodge a complaint: National Consumer Commission (NCC) — 0860 266 786.