This Returns & Refunds Policy explains how returns, exchanges, repairs, and refunds are handled by Exclusive Golf Carts (“we,” “us,” or “our”) for customers in South Africa. Please read this policy carefully before placing an order.
Business Contact Details
Address: Mervin J Erlank Complex, Recreation Rd, Square Hill Park, Kimberley – NC
Email: info@exclusivegolfcarts.co.za
Phone: +27 053 110 0728
WhatsApp: +27 60 331 043
1) Overview: What This Policy Covers
This policy applies to purchases of:
- New and pre-owned golf carts (gas, electric, custom models)
- Parts and accessories
- Installed upgrades and custom work (fitment, modifications, and bespoke orders)
Where applicable, this policy is intended to be consistent with South African consumer protection principles, including the Consumer Protection Act (CPA).
2) How to Request a Return or Refund
To request a return, exchange, repair, or refund, please contact us first (do not send items back without approval):
Email: info@exclusivegolfcarts.co.za
WhatsApp: +27 60 331 043
Phone: +27 053 110 0728
Please include:
- Your full name and order/invoice number
- Item(s) you want to return
- Reason for the return
- Photos or video (recommended and may be required for damage/fault claims)
- Whether the item is unused/unused parts, installed, used, or custom-built
Once approved, we will provide return instructions, the return address (if different), and next steps.
3) Return Windows (Timeframes)
3.1 Damaged in transit / wrong item delivered
Report issues as soon as possible after delivery (preferably within 48 hours) so we can escalate with the carrier quickly.
3.2 Defective or faulty items (non-custom parts/accessories)
Where applicable, fault-related claims should be reported as soon as the issue is discovered. We may require inspection/testing before approving a remedy.
3.3 “Change of mind” returns (where accepted)
If a change-of-mind return is accepted, it must typically be requested within 7 days of delivery/collection, unless otherwise agreed in writing.
Note: Certain items are not eligible for change-of-mind returns (see Section 6).
4) Return Conditions (Item State and Packaging)
To qualify for a return (especially for change-of-mind), items should be:
- Unused, uninstalled, and in a resalable condition
- In the original packaging with all manuals, keys (if applicable), accessories, and parts included
- Free from marks, scratches, wiring alterations, or signs of fitment
If the returned item shows signs of use, installation, damage, missing components, or altered serial numbers, we may:
- decline the return, or
- approve it with a re-stocking/repair/cleaning deduction, where permitted.
5) Faulty Items: Repair, Replacement, or Refund
If an item is defective (manufacturing fault) or not functioning as intended under normal use:
- Contact us with details and supporting photos/video.
- We may troubleshoot, request additional info, or arrange an inspection.
- If confirmed defective, we will offer an appropriate remedy, which may include:
Repair
Replacement (subject to availability)
Refund (where repair/replacement is not feasible or appropriate)
For high-value items (including golf carts), inspection may be required before a remedy is confirmed. This may include workshop assessment or third-party evaluation.
6) Items Typically Not Eligible for “Change of Mind” Returns
Change-of-mind returns may be refused for:
- Custom-built golf carts or carts modified to your specification
- Special-order items sourced specifically for you
- Installed or fitted accessories (once installed/used)
- Items that are damaged due to misuse, incorrect installation, accidents, water ingress, electrical misuse, overloading, or unauthorised modifications
- Items returned incomplete (missing keys, chargers, components, manuals, or packaging)
This does not limit your rights regarding defective goods where applicable.
7) Incorrect Item Ordered (Customer Error)
If you ordered the wrong part/accessory (e.g., incompatible with your cart model), contact us immediately. If the item is eligible for return and meets the conditions in Section 4:
- the return may be accepted, but
- return shipping costs are typically for the customer, and
- the original shipping fee (if charged) may not be refundable.
We recommend confirming compatibility with our team before purchase.
8) Return Shipping Costs
8.1 If we made an error (wrong item / incorrect specification shipped)
If the return is due to our error, we will arrange return shipping or collection where feasible, at our cost, and process the replacement or refund once confirmed.
8.2 If the item is defective (confirmed)
If a defect is confirmed, return shipping/collection may be arranged or reimbursed, depending on the case, the product type, and the most practical solution.
8.3 Change-of-mind returns
If approved, change-of-mind returns are generally:
- shipped back at the customer’s cost, and
- the customer is responsible for safe packaging and transit risk.
We recommend using a tracked and insured service for valuable items.
9) Refund Method and Processing Time
9.1 Refund method
Refunds are issued to the original payment method where possible. If not possible, we may offer an alternative refund method by agreement.
9.2 Processing time
Once we receive and inspect the returned goods (or confirm a cancellation/refund approval), refunds are typically processed within 5-10 business days. Bank processing times may vary.
10) Partial Refunds, Fees, and Deductions (Where Applicable)
Depending on the circumstances and where permitted, deductions may apply for:
- missing components or packaging
- damage, marks, or signs of installation/use
- cleaning or reconditioning required to return goods to resalable condition
- shipping fees already incurred (especially for cancellations after dispatch)
Any deductions will be explained to you before finalising the refund.
11) Cancellations (Before and After Dispatch)
11.1 Before dispatch
If you cancel before dispatch, we will process a refund subject to any non-recoverable costs already incurred (e.g., special-order supplier costs).
11.2 After dispatch
If you cancel after dispatch:
- the order may need to be returned to us, and
- shipping and return costs may be deducted from your refund, where applicable.
12) Golf Carts: Pre-Owned, Condition, and Acceptance
Pre-owned carts are sold based on their listed condition and agreed specification. We encourage customers to:
- request photos/videos,
- confirm included accessories, battery health (if electric), and warranty terms (if any), and
- inspect on delivery/collection.
If a pre-owned cart is delivered and accepted, subsequent issues may require inspection to determine whether they relate to a pre-existing fault, normal wear and tear, or misuse.
13) Exchanges
If you prefer an exchange instead of a refund, we can facilitate an exchange where:
- stock is available, and
- the returned item meets return conditions.
If the exchange item costs more, the difference must be paid before dispatch. If it costs less, we will refund the difference (where applicable).
14) Contact Us
For return approval, status updates, or help choosing the correct product before purchase:
Email: info@exclusivegolfcarts.co.za
Phone: +27 053 110 0728
WhatsApp: +27 60 331 043
Address: Mervin J Erlank Complex, Recreation Rd, Square Hill Park, Kimberley – NC
15) Policy Updates
We may update this Returns & Refunds Policy from time to time. The version applicable to your purchase is the one in effect on the date you place your order.