Returns

SAME DAY PICKING & DISPACHING

*Same day as when payment has cleared our account


You have the choice to either collect your purchased goods from our Warehouse situated at Northlands Deco Park, Hoogland, Randburg, or for it to be delivered to an address of your choosing.


COLLECTION


After you have received confirmation from the sales- representative that you order is ready for collection, you may do so at your convenience.


Unfortunately, we do not accept any cash upon collection from our Warehouse.


Our operating hours are as follows:


Monday to Friday: 07:30 to 16:30


  • Saturday: 07:30 to 13:30
  • Sundays: Closed
  • Public Holidays: TBA (consult our website)


Please ensure you bring along your Delivery Slip and positive identification, such as a driver’s license or ID document, upon collection.


Should you choose to nominate someone else to collect an order on your behalf, you will need to provide them with your Delivery Slip and a copy of your ID, as well as their positive identification.

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DELIVERY


Should you wish for your purchased goods to be delivered, your package is in good hands. Altiven makes use of RAM- Couriers and dispatching from our warehouse is done daily.


Should we need to source stock from other branches, this might take a bit longer. However, we will keep you informed all the way.


Altiven has negotiated absurdly cheap rates with its courier on behalf of our valued customers.


The delivery charge is calculated based on your shipping address and the total volumetric weight of the total order. Our system calculates and charges the highest of the two values, either weight or size of your purchase. Altiven does not add any additional fees to the shipping charge. Should you not be happy with your delivery charge, please get in touch with us to further discuss and possibly re-quote you.


Altiven currently offers an ‘Economy charge’ courier method with affordable rates. Delivery will take approx. 2-3 working days within Gauteng and approx. 3-5 days working outside Gauteng. (Delivery times are estimated, not guaranteed)


Note that it is not possible to change your delivery address after confirming your order, so please always double-check that your address details are correct at checkout. To permanently change your delivery address for future orders, you can update your Address details under your Customer Information in your Account profile.


Once you order has left our warehouse, you can start tracking it by clicking here.


Please note that there are circumstances beyond our control that might delay your delivery, such as strikes and riots. Your sales representative will keep you updated throughout these times in terms of expected time frames.


Refund and Returns


We make it our business to provide you with as much information on our product pages to help you make an informed decision and purchase the right item for your needs. But plans get altered. Or life happens. Or it was a gift, and you don’t want it. Now you need to return it.


RETURNS POLICY


Should you no longer want your purchased goods, simply let us know within 14 days after you have received your delivery. Then, if it’s new, unopened and unused, return it to us within 30 days from purchase, for a full refund.


REPLACEMENTS


In the case where the product fails to work, and it is within 7 days after you have received your delivery, let us know and return the failed product to Altiven.  Our technician will conduct a technical assessment and if it has been determined to be a factory fault (i.e., no fault of the Customer) we will replace the product with a similar model at no charge.


In the case where the product is outside the 14-day period, warranty conditions will apply. To this extend, please refer to our Warranty Policy.


REFUND POLICY
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CONDITIONS


Altiven will process refunds only in the following cases:


  • the refund is in terms of an unwanted, unopened, and unused item (refer to our Return and Replacement Policy) and returned within 30 days after date of delivery;
  • the refund is in terms of Goods no longer available (out of stock) after you have placed an order, and it has been fully paid for; or
  • the refund is in terms of an incorrect price advertised on the Altiven website.


PROCESSING REFUNDS


Refunds will only be processed by means of Electronic Bank Transfer (EFT). Monies will only be paid into the same account as where the order has been paid from originally. Unfortunately, no other ‘nominated’ bank accounts will be accepted.


The Customer must submit an original bank confirmation not older than 3 months to Altiven in order for the refund to be processed.