Big Mex Trailers is committed to ensuring customer satisfaction and operates under a clear and fair returns and refund framework.
1. General Return Conditions
Cancellation is not permitted once a product has been shipped. Customers are required to accept delivery before initiating a return. Upon delivery, products should be inspected immediately. If the delivered product does not match the original order specifications, cancellation or return may then be initiated.
2. Consumers – Right to Cancel
This section applies exclusively to individual consumers.
a. Legal Right to Cancel
Consumers placing orders outside our physical premises have the right to cancel the contract within a specified period, without needing to provide a reason. This right ensures you may request a return and full refund if you change your mind.
b. Exceptions to Cancellation
Cancellation rights do not apply to products that have been custom-made or modified according to specific customer requirements.
c. Cancellation Period
The legal right to cancel begins from the date on which a Written Order Acknowledgment is issued, forming a binding contract.
- For delivered products, the cancellation window is seven (7) working days from the day after delivery.
- For hired equipment or service contracts, the cancellation window is seven (7) working days from contract formation, unless the hire period or service has already commenced with your consent.
(Note: Working days exclude Saturdays, Sundays, and public holidays.)
d. How to Cancel
Cancellation must be communicated in writing. Customers may send an email to sales@bigmextrailers.com or submit a letter to the company's registered address. Retaining proof of communication is recommended. The effective cancellation date is the date on which the notification is sent.
e. Refund Process
A full refund of the amount paid, including any standard delivery charges, will be issued. Refunds are processed within 30 calendar days from the date of cancellation notification.
f. Faulty or Mis-Described Products
If a return is made because the product is faulty or does not match its description:
- A full refund will be issued, including any delivery charges and reasonable return shipping costs.
- Refunds are credited to the original payment method.
g. Product Returns
- Depending on circumstances, customers may be asked to return the product themselves or Big Mex Trailers may arrange for collection.
- Unless the product is faulty or not as described, the customer is responsible for the return or collection costs.
- Returned items must remain in the customer’s possession and be handled with reasonable care until collection or return is completed.
3. Important Considerations
Details regarding cancellation rights and procedures are included in the Written Order Acknowledgment provided upon purchase.
Consumer rights related to faulty or non-conforming goods are protected under South African consumer law and remain unaffected by this returns and refund policy.
