VISUAL WORKS PTY LTD
REFUND, RETURNS, DELIVERY ACCEPTANCE AND RISK POLICY
Effective date: 17 July 2026
This policy applies to goods purchased through the Visual Works website and should be read together with our Terms and Conditions.
1. Inspecting Goods on Delivery or Collection
The Customer, or any person accepting goods on the Customer’s behalf, must inspect the goods at the time of delivery or collection wherever reasonably possible.
The Customer must check that:
- the correct goods have been supplied;
- the correct quantities have been received;
- the goods and packaging are not visibly damaged;
- all expected components and accessories are included; and
- the goods appear to be in good working order.
Where Visual Works or its delivery representative demonstrates, checks or verifies the goods during handover, the Customer should satisfy themselves that the goods have been received in acceptable condition before signing the delivery documentation.
2. Reporting Delivery Problems Within 48 Hours
Any visible damage, missing items, incorrect goods, incomplete delivery or apparent operational problem must be reported to Visual Works in writing within 48 hours after receipt.
Reports must be sent to:
The report should include:
- the Customer’s name;
- invoice or order number;
- a description of the problem;
- photographs of the goods and packaging; and
- any other information reasonably requested by Visual Works.
Where no issue is reported within 48 hours after receipt, the goods will be regarded as having been delivered complete, correct and in good apparent working order, subject to any non-waivable rights under applicable South African law.
3. Signed Acceptance
A signed delivery note, collection note or other proof of acceptance confirms that the Customer or the Customer’s representative received the goods.
Where the goods were inspected, demonstrated or verified during handover and were accepted without any written qualification, this will be evidence that the goods were received complete, correct and without visible damage.
Signing for goods does not remove any statutory rights relating to a genuine latent defect that could not reasonably have been identified during delivery inspection.
4. Transfer of Risk
Risk in the goods transfers to the Customer when:
- the goods are delivered into the possession of the Customer or the Customer’s authorised representative;
- the goods are collected by the Customer or the Customer’s appointed courier or representative;
- the Customer takes control of the goods at the Visual Works premises; or
- Visual Works or its appointed delivery agent completes delivery and leaves the goods in the Customer’s possession.
After risk has transferred, the Customer is responsible for the safekeeping, storage, handling and protection of the goods.
Visual Works will not be liable for loss or damage occurring after risk has transferred, including damage caused by:
- builders, contractors, employees, visitors or other third parties;
- falling objects, impact or accidental damage;
- improper handling, movement or storage;
- water, dust, building work or construction activity;
- theft, fire, power surges or environmental conditions;
- failure to follow the manufacturer’s instructions; or
- use of the goods before installation or commissioning has been completed.
Goods left at a construction site, installation site or other unsecured area after delivery remain entirely at the Customer’s risk.
5. Incorrect Goods or Delivery Shortages
Incorrect goods or delivery shortages must be reported in writing within 48 hours after receipt.
The Customer must keep the goods unused and in their original packaging while Visual Works investigates the matter.
Where Visual Works confirms that incorrect goods were supplied or that goods were omitted from the delivery, Visual Works may arrange collection, replacement or delivery of the missing goods.
6. Change-of-Mind Returns
Visual Works does not automatically accept returns because the Customer:
- changed their mind;
- ordered the incorrect product;
- no longer requires the goods;
- selected an unsuitable size, model or specification; or
- found the product available elsewhere at a different price.
Any change-of-mind return will be considered at the sole discretion of Visual Works and remains subject to applicable consumer law.
Where approved, the goods must be:
- unused;
- undamaged;
- complete;
- in their original packaging;
- suitable for resale as new; and
- accompanied by proof of purchase.
Visual Works may deduct reasonable collection, delivery, inspection, repackaging or restoration costs where legally permitted.
7. Non-Returnable Goods
Unless defective or otherwise returnable under applicable law, the following goods may not be returned:
- special-order goods;
- specially imported goods;
- custom-manufactured products;
- modified or customised products;
- goods manufactured to the Customer’s measurements or specifications;
- opened or activated software and software licences;
- registered, activated or redeemed digital products;
- consumables that have been opened or used;
- products that have been installed, mounted or permanently connected;
- goods damaged after delivery;
- goods missing packaging, accessories, manuals or components; and
- clearance, discontinued or specially discounted goods where this was disclosed before purchase.
This includes locally manufactured projector mounts, security cages, brackets, lecterns and other products made or modified specifically for the Customer.
8. Defective Goods and Warranties
Visual Works will assess claims involving goods alleged to be defective.
The Customer must provide:
- proof of purchase;
- the product serial number where applicable;
- a clear description of the fault;
- photographs or video where reasonably requested; and
- any further information required for assessment.
Visual Works may inspect or test the product before confirming whether the product is defective.
A manufacturer, distributor or authorised repair agent may also be required to inspect the product under the applicable warranty procedure.
Damage caused by misuse, accidental damage, incorrect installation, unauthorised repairs, power surges, negligence, unsuitable environmental conditions or failure to follow instructions is not a manufacturing defect.
Nothing in this policy removes any implied warranty or other non-waivable right provided under South African consumer law. The Consumer Protection Act provides consumers with statutory rights relating to the quality and safety of goods, including certain remedies for defective goods.
9. Installed Goods
Goods that have been installed, mounted, programmed, commissioned or integrated into a system cannot normally be returned merely because the Customer changes their mind.
Where an installed product is alleged to be defective, Visual Works may first inspect, test, repair or troubleshoot the product or system.
Call-out fees, travel costs or labour charges may apply where the reported fault is found to have resulted from:
- incorrect customer operation;
- external equipment;
- network or infrastructure problems;
- third-party interference;
- accidental damage;
- unauthorised changes; or
- circumstances not caused by Visual Works or the supplied product.
10. Return Authorisation
No goods may be returned to Visual Works without prior written authorisation.
The Customer must first contact:
Visual Works will provide instructions regarding inspection, collection or return delivery where the return is approved.
Goods sent back without authorisation may be refused or held at the Customer’s risk and cost.
11. Return Costs
Where goods are confirmed to have been supplied incorrectly or are legally returnable because of a qualifying defect, Visual Works will deal with reasonable return arrangements in accordance with applicable law.
Where a discretionary return is approved for reasons not caused by Visual Works, the Customer may be responsible for:
- collection or courier charges;
- insurance during return transport;
- packaging costs;
- inspection or testing costs; and
- reasonable loss in value caused by damaged or incomplete packaging.
12. Refunds
Refunds will only be processed after:
- the return has been approved;
- the goods have been received or inspected;
- all components and accessories have been accounted for; and
- the refund value has been confirmed.
Approved refunds will ordinarily be initiated within 3 to 5 business days after approval.
The time taken for the payment to reflect may depend on the bank, card provider or payment gateway.
Refunds will normally be made using the original payment method unless another arrangement is agreed in writing.
Delivery, installation and other completed service charges are not refundable unless required by law.
13. Online Cooling-Off Rights
Certain electronic transactions may qualify for a statutory cooling-off period under the Electronic Communications and Transactions Act.
These rights do not apply to every product or transaction, and legal exclusions may apply, including in relation to certain customised, opened, time-sensitive or specially procured goods.
Nothing in this policy is intended to remove a cooling-off right where it legally applies.
14. Contact Details
Visual Works Pty Ltd
Unit C, 169 Chester Road
Malvern, Queensburgh
Durban, KwaZulu-Natal, 4093
Email: admin@visualworks.co.za
Telephone: 031 702 7773
Website: visualworks.co.za