Returns Process
To initiate a return, please contact our support team by emailing a detailed request to help@jiansolutions.co.za. You will be issued a Return Merchandise Authorization (RMA) number to track your return. This number is valid for 15 calendar days, during which the returned product must reach our warehouse. RMA numbers cannot be extended or re-issued.
Please ensure the RMA number is clearly displayed on the outer shipping label of the returned parcel(s).
Damaged Goods During Transit
This policy applies only if delivery was arranged through Jian Solutions’ preferred couriers. If you choose to use your own courier, please ensure that:
- The courier is reputable and reliable
- The shipment is insured for its full value
Upon receiving your delivery, inspect the packaging thoroughly before signing the waybill. If there is any visible damage, please note it clearly on the waybill. The delivery driver is required to wait while this inspection is completed. Claims for damaged goods may be denied if no issues are recorded at the time of delivery.
Faulty or Defective Products
Products found to be defective under warranty may be returned within the statutory warranty period. To process a claim:
- Email a detailed description of the fault to help@jiansolutions.co.za
- If the issue is potentially warranty-related, an RMA will be issued
- The product must be returned to Jian Solutions within 15 days of RMA issue for technical assessment
If a defect is confirmed, the item will be repaired or replaced, depending on the circumstances and in line with applicable legislation. This excludes any damage caused by misuse, improper installation, or negligence.
Please consult our Terms and Conditions for full warranty details.
Repairs
Where repair services are provided by Jian Solutions:
- Repair timelines are estimates unless a specific time frame has been agreed upon in writing
- Jian Solutions will not be held liable for delays or additional costs resulting from extended repair periods
- If a repaired item is not collected or payment is not made (where applicable) within 30 days of notification, Jian Solutions reserves the right to sell the item to recover costs
Delivery Errors
If you receive incorrect goods due to an error on our part, you may return them within 10 business days for correction or replacement. Contact our helpdesk immediately to arrange collection or replacement.
Unwanted Products / Cooling-Off Period
In accordance with Section 44 of the Electronic Communications and Transactions Act, you may return an unwanted item within 7 days of delivery, provided:
- The product has not been used, installed, disassembled, or damaged
- The product is returned in its original condition, including all packaging, manuals, and accessories
Exceptions: Returns are not accepted for products listed under Section 42(2) of the Act (such as customized items or goods that cannot be resold).
Return Conditions & Restocking
Returned goods must meet the following conditions:
- Complete, undamaged, and in resalable condition
- All components, manuals, and packaging must be intact
- Returns must be securely packed and properly insured
- The cost of return shipping and insurance is the customer’s responsibility, unless the return is due to an error by Jian Solutions or a confirmed defect
Incomplete or damaged returns may be declined or subject to additional charges. A 10% handling/restocking fee may apply for order cancellations or returned goods, subject to statutory allowances.
⏳ Refund Processing Time
Once your return has been received and inspected, we will notify you of the approval or rejection of your refund.
- Approved refunds will be processed within 7 business days
- The refund will be issued to your original payment method
- Depending on your bank or payment provider, it may take an additional 1–3 business days for the funds to reflect in your account
Contact Us
For all return-related enquiries, please email:
📧 help@jiansolutions.co.za