PPE  |  Workwear  |  Safety Footwear  |  Corporate & Promotional Product

 

1. Introduction

All-Quip Industrial & Hardware CC ("All-Quip", "we", "us", "our") is committed to your complete satisfaction. We supply a specialised range of personal protective equipment (PPE), industrial workwear, safety footwear, and corporate and promotional products to businesses and individuals across South Africa.

Because our product range spans safety-critical certified equipment, hygiene-sensitive garments, custom-branded items, and general workwear, our returns and refund policy is structured to address each category appropriately. This policy is designed to be fair, transparent, and fully compliant with the Consumer Protection Act 68 of 2008 ("CPA") and the Electronic Communications and Transactions Act 25 of 2002 ("ECT Act").

Nothing in this policy limits or excludes any right you have under the CPA or ECT Act. Where our policy offers more generous terms than the minimum required by law, those terms apply.

 

2. Your Rights Under South African Law

The following rights are guaranteed by law and cannot be excluded or reduced by any returns policy.

2.1  7-Day Cooling-Off Period (Online Purchases) — ECT Act s44

If you purchased online and you have not had the opportunity to physically inspect the product before purchase, you may return the product within 7 (seven) days of receipt for any reason, without penalty. The following conditions apply:

• The product must be in its original, unused condition with all original packaging, tags, and accessories intact.

• You are responsible for the direct cost of returning the goods to us.

• This right does not apply to products that were made to your specific requirements (custom or bespoke orders), products that are by their nature not suitable for return for hygiene or public health reasons (see Section 5), or branded/embroidered products where the branding was applied at your request.

2.2  Right of Inspection on Delivery — CPA s19–20

You are entitled to inspect all goods on delivery. If on initial inspection you find:

• The goods do not match the description, type, or quality you could reasonably have expected; or

• The goods were made to custom specification and do not reasonably conform to those specifications;

you may refuse delivery or return the goods to us at our cost, and we will provide a full replacement or refund at your election.

2.3  Purpose Fitness — CPA s55(3)

If, before placing your order, you informed us that the product was needed for a specific purpose, and we confirmed in writing that the product would meet that purpose, and the product fails to meet that purpose, you may return the goods to us at our cost within 10 business days of delivery.

2.4  Implied Warranty of Quality — CPA s56

All products are sold with an implied warranty of quality. This warranty cannot be waived. It means all products must:

• Be reasonably suitable for the purpose for which they are generally intended;

• Be of good quality, in good working order, and free of defects;

• Be durable and usable for a reasonable period having regard to normal use.

If a product fails to meet these requirements within 6 months of purchase, you may, at your election:

• Return the goods to us for a full refund of the purchase price;

• Demand replacement with goods of the same type and quality; or

• Have the goods repaired.

We will bear all costs of return, replacement, or repair. The consumer (not All-Quip) chooses which remedy to exercise.

 

3. General Returns — Change of Mind or Incorrect Size

There is no general right of return under the CPA for a change of mind. However, All-Quip offers the following voluntary return window as a goodwill gesture for eligible products.

3.1  Eligibility and Window

Unbranded, unembroidered, and non-custom products may be returned for an exchange or store credit (not a cash refund) within 14 days of delivery, provided all of the following conditions are met:

3.2  How to Submit a Return Request

1. Email returns@all-quip.co.za with your order number, reason for return, and photographs of the product and packaging.

2. We will acknowledge your request within 2 business days and, if approved, provide a Return Merchandise Authorisation (RMA) number and return address.

3. Package the product securely and include the RMA number on the outside of the parcel. Returns received without an RMA number will not be processed.

4. Once we receive and inspect the goods, we will issue a store credit or exchange within 5 business days.

3.3  Change of Mind Exclusions

The following products are excluded from change-of-mind returns:

• Any product that has been worn, washed, or used in any way.

• Any product with branding, embroidery, screen printing, heat transfer, or any other customisation applied — see Section 4.

• Products purchased as part of a bulk order of 10 units or more of the same SKU (bulk orders are final sale unless defective).

• Safety footwear that has been worn or fitted in the field.

• Hygiene-sensitive products — see Section 5.

• Products marked as "clearance", "final sale", or "non-returnable" at the time of purchase.

 

4. Branded, Embroidered, and Custom Products

4.1  What Counts as a Branded or Custom Product

A product is considered branded or custom if any of the following have been applied to or in connection with it:

• Embroidery (logos, names, text)

• Screen printing or digital direct-to-garment printing

• Heat transfer, sublimation, or vinyl application

• Laser engraving (on drinkware, gifts, or accessories)

• Pad printing or tampo printing

• Custom colour, cut, or specification differing from standard stock

• Any combination of the above

This applies equally to Barron promotional and corporate products, Dromex workwear, and any other product in our range.

 

4.2  Proof Approval Process

Before any branding is applied, we will provide you with a digital proof for approval. By approving the proof (whether by email, electronic signature, or written confirmation), you accept responsibility for the accuracy of:

• Artwork, logos, and brand assets;

• Spelling of names, positions, and text;

• Colour selections (noting that screen colours may differ slightly from physical output);

• Sizing, placement, and layout;

• Quantities per size, colour, and style.

No refund or return will be accepted if the error was present in the approved proof and you approved the proof. It is your responsibility to review the proof carefully. If you are unsure about any element, request a physical sample before approving.

4.3  Defective or Incorrectly Produced Branded Products

We will accept returns and provide a replacement or full refund for branded products in the following circumstances:

• The branding was applied incorrectly relative to the approved proof (wrong placement, wrong colour, wrong text);

• The branding quality is substantially below the standard reasonably expected (e.g. embroidery loose, print smeared, engraving incorrect);

• The underlying product itself is defective (torn seams, faulty zips, manufacturing defects);

• The wrong product was delivered (wrong style, colour, or size relative to the order).

All claims for defective or incorrectly produced branded products must be submitted within 14 days of delivery with supporting photographs and a description of the defect.

4.4  Artwork and Intellectual Property

By submitting artwork or brand assets for application to products, you warrant that:

• You own or have the lawful right to use all submitted artwork;

• The artwork does not infringe any third-party intellectual property rights;

• You indemnify All-Quip against any claim arising from artwork supplied by you.

All-Quip reserves the right to decline to apply branding that infringes third-party rights or is offensive.

 

5. Hygiene-Sensitive and Opened-Package Products

Certain products in our range are classified as hygiene-sensitive or safety-critical and cannot be accepted for return once opened, worn, or used — regardless of the reason — unless a manufacturing defect is present. This is consistent with CPA s20(3)(a), which excludes the right of return where public health or safety regulation prohibits such return.

5.1  Non-Returnable After Opening or Use

5.2  Sealed Product Returns

Products in the categories above may be returned only if:

• The manufacturer's sealed packaging remains completely intact and unopened; and

• The product has not been used, worn, or tested in any way; and

• The return is submitted within 14 days of delivery with original packaging and proof of purchase.

Once the seal is broken, the product is deemed accepted and no return will be processed for change-of-mind reasons.

 

6. Defective, Damaged, or Incorrectly Delivered Products

These returns are governed by your statutory rights under CPA s56 and are always accepted at our cost. Please report these issues as soon as you reasonably become aware of them.

6.1  Reporting Timeframes

6.2  Our Obligations

Once a defect, damage, or incorrect delivery is confirmed:

• We will arrange collection at our cost;

• We will inspect and assess the returned product within 5 business days of receipt;

• We will contact you with our findings and your available remedies;

• At your election, we will provide a full refund, replacement, or repair within 10 business days of confirming the return.

The choice of remedy (refund, replacement, or repair) is yours — not ours. We cannot impose a repair or store credit where you have elected a cash refund.

6.3  Proof Required

To process a defective or incorrect delivery claim efficiently, please provide:

• Photographs of the defect or damage, clearly showing the issue;

• Photographs of the product label / SKU and batch code where visible;

• Your order number and original tax invoice;

• A brief written description of the defect or discrepancy.

 

7. PPE-Specific Policy — Safety-Critical Products

Personal protective equipment that carries SABS, SANS, ISO, NRCS, EN, or equivalent certification is subject to additional considerations that affect both returns and continued use.

7.1  Certification and Fitness for Purpose

Dromex PPE is manufactured and certified to meet specific South African and international standards (SANS 434, SANS 1387, ISO 6530, EN 388, EN 166, and others). If you require a product to meet a specific standard or comply with a site-specific specification, you must advise us before purchase. We will confirm in writing whether the product meets your requirement. If we confirm it does and it does not, you may return it under CPA s55(3).

7.2  Arc Flash Garments (Dromex Arc Range)

Arc flash personal protective equipment is safety-critical and subject to the following additional terms:

• Garments must only be laundered in accordance with the Dromex garment care instructions. Incorrect washing (bleach, softeners, certain detergents) may compromise arc-rated performance and will void any defect claim related to arc protection failure.

• Any garment that has been subjected to a genuine arc flash event must be removed from service regardless of visible condition and must not be returned for credit or resale. Contact us for responsible disposal guidance.

• Garments that have been altered (re-hemmed, patched with non-FR materials, embroidered through the arc-rated laminate in unauthorised areas) will lose their certification and are not eligible for returns related to arc protection performance.

• ATPV ratings apply to garments in their original, unmodified, unlaundered-beyond-care-instruction condition. All-Quip cannot guarantee arc performance of garments outside these conditions.

7.3  Fall Arrest Equipment

Fall arrest harnesses, lanyards, connectors, and anchor devices are subject to the following:

• Products must be inspected prior to each use by a competent person. We accept returns for products that fail pre-use inspection when the failure constitutes a manufacturing defect.

• Products that have been stored incorrectly (UV exposure, chemical contamination, extreme temperatures) may fail inspection but this is not a manufacturing defect and does not give rise to a return right under s56.

Fall Arrest — Deployed Products

Any fall arrest product that has arrested a fall must be immediately removed from service and destroyed. It is not eligible for return or credit. Contact us for a Certificate of Destruction if required for compliance records.

7.4  Safety Footwear

Dromex and Barron safety footwear is NRCS-certified and subject to the following:

• Footwear may be returned for fitting issues if it has only been worn indoors on a clean surface and is in pristine condition with no evidence of outdoor use.

• Footwear worn in the field (on construction sites, in industrial environments, outdoors) cannot be returned for any reason other than a manufacturing defect, which must be reported within 6 months of purchase.

• Normal wear and tear (scratches from use, sole wear, surface scuffs) does not constitute a defect.

• Steel toe caps that have been impacted but have performed their protective function are not defective — this is the product working as designed.

 

8. Barron Corporate and Promotional Products

Barron products sold through All-Quip span corporate clothing, workwear, safety equipment, and promotional/gifting items. The following specific terms apply.

8.1  Unbranded Barron Products

Unbranded Barron clothing and accessories follow the general returns policy in Section 3. Products must be unused, in original packaging, with tags attached, and returned within 14 days.

8.2  Barron Products with Branding Applied by All-Quip

Where All-Quip or our branding partners have applied embroidery, print, or other decoration to Barron products at your request, the branded product policy in Section 4 applies in full. These products are non-returnable unless defective or incorrectly produced.

8.3  Promotional and Gifting Products

Barron promotional products (drinkware, bags, stationery, technology accessories, etc.) are subject to the following:

• Sealed, unbranded products may be returned within 14 days if unused and in original packaging.

• Once opened for inspection, products with personalisation (engraving, pad print, custom inserts) cannot be returned.

• Technology accessories (USB drives, chargers, earphones) must be returned in sealed original packaging. Once the seal is broken, they are non-returnable absent a defect.

• Drinkware that has been used, filled, or washed cannot be returned under hygiene provisions.

8.4  Barron Products Ordered via Kevro/Barron Trade Account

Where All-Quip has sourced your Barron order directly through the Kevro trade account, the following upstream supplier constraints apply:

• Barron's own return window to All-Quip is 14 days from delivery to our warehouse. Accordingly, we strongly encourage customers to inspect Barron orders immediately on receipt and report issues promptly.

• Any return window offered to you by All-Quip for Barron unbranded products is contingent on us being able to return those products to Kevro/Barron within their return window.

• Special-order or non-standard Barron products (colours, sizes, or styles not held in Kevro standard stock) cannot be returned to the supplier and therefore cannot be accepted for return by All-Quip absent a manufacturing defect.

9. Refund Processing

9.1  Refund Methods

Where a refund is applicable, we will process it by the original payment method or by mutual agreement:

9.2  Refund Timelines

We will process approved refunds within the following timeframes from the date we confirm the return:

• Defective or incorrect product returns (CPA s56): Refund initiated within 5 business days.

• Change-of-mind returns within our voluntary window: Store credit issued within 5 business days of receiving the returned product.

• EFT refunds may take an additional 1–3 business days for the funds to clear in your account.

9.3  Partial Refunds

A partial refund may be issued in the following circumstances:

• Only part of an order is returned (refund proportional to items returned).

• A product is returned in a condition that is not fully resaleable despite meeting the general return criteria (a handling fee of up to 15% of the product value may be deducted to cover restocking costs). We will advise you of any deduction before processing.

• Return shipping costs are deducted where the return is for change of mind and the customer was advised of this at the time of the return request.

9.4  What We Will Not Deduct

We will not deduct any amount from a refund that is mandated by the CPA — specifically, in respect of defective goods under s56, you are entitled to a full refund of the purchase price, including any delivery cost you paid. We may not impose a restocking fee, handling charge, or any other deduction on a statutory refund.

 

10. Exchanges

We offer exchanges for incorrect size, incorrect colour, or general change of mind, subject to stock availability and the eligibility criteria in Section 3.

10.1  Size Exchanges

Size exchanges for standard (unbranded) workwear and PPE are accepted within 14 days of delivery. The original product must meet all conditions in Section 3.1. You will be responsible for return shipping costs. We will ship the exchange size to you at no additional delivery charge for the first exchange on any order.

10.2  Colour and Style Exchanges

Colour or style exchanges are treated as a change of mind return followed by a new purchase. A store credit will be issued for the returned item and you may apply it to a new order.

10.3  Price Differences on Exchanges

If the exchanged product is of higher value than the original, you will pay the difference. If it is of lower value, a store credit will be issued for the difference. We do not issue cash refunds for price differences on voluntary exchanges.

10.4  Exchanges on Defective Products

For defective products, the choice of exchange, refund, or repair lies with you under CPA s56. We will not restrict your choice to an exchange if you prefer a refund.

 

11. B2B and Bulk Order Policy

All-Quip serves both individual consumers and business customers. For business-to-business transactions, the following additional terms apply.

11.1  Trade Account Customers

Customers purchasing on a trade account (credit terms or purchase order basis) are subject to this policy in full. The CPA applies to transactions where the end user of the product is a natural person (an employee), even if the purchasing entity is a company. We will not use a business-to-business framing to deny an individual end user their statutory rights.

11.2  Bulk Orders — 10 Units or More of the Same SKU

Bulk orders of 10 or more units of the same SKU, colour, and size are accepted on the following terms:

• Defective or incorrect products may be returned as per Section 6 regardless of order size.

• Change-of-mind returns on bulk orders are not accepted. Bulk orders are considered final sale.

• We strongly recommend ordering samples (1–2 units) before committing to bulk orders, particularly for products that are sensitive to fit (safety footwear, workwear garments).

11.3  Wholesale (Gorilla) Customers

Customers purchasing at wholesale pricing through All-Quip's Gorilla Wholesale tier are subject to this policy. Wholesale pricing does not reduce or affect your statutory rights under the CPA.

 

12. Product Condition Standards for Returns

To assist in setting clear expectations, we define the following condition standards:

 

13. Supplier Warranty Escalation

Some Dromex and Barron products carry manufacturer warranties that extend beyond the 6-month CPA implied warranty. Where a defect arises after 6 months but within the manufacturer warranty period, the following process applies.

13.1  Dromex Manufacturer Warranty

Dromex guarantees its garments against manufacturing defects for a period stated in the product documentation. Dromex SABS-marked garments (D59 range) are guaranteed to comply with SANS standards at the time of manufacture. Where a defect arises:

• Submit a warranty claim to us with proof of purchase, photographs, and a description of the defect.

• We will assess the claim and, where appropriate, escalate to Dromex on your behalf.

• Dromex will assess whether the defect is manufacturing-related or use/care-related. The outcome of their assessment will determine eligibility for warranty repair, replacement, or credit.

13.2  Barron/Kevro Manufacturer Warranty

Barron products carry a manufacturer warranty against defects in materials and workmanship for the period stated per product. Barron safety footwear warranties cover structural and sole defects but exclude normal wear. Submit claims through our returns process and we will coordinate with Kevro on your behalf.

13.3  Third-Party Brand Warranties

For products sourced from other manufacturers available through All-Quip, the manufacturer's own warranty terms apply. We will assist in facilitating warranty claims but cannot guarantee the outcome of third-party manufacturer assessments.

 

14. Dispute Resolution

If you are not satisfied with our response to a return or refund request, the following avenues are available to you:

14.1  Internal Escalation

Request that your matter be escalated to the All-Quip Customer Service Manager by emailing manager@all-quip.co.za with your original case reference number. We will respond within 3 business days.

14.2  External Recourse

Should internal escalation not resolve your complaint, you may refer the matter to:

• Consumer Goods and Services Ombudsman | www.cgso.org.za  |  0860 000 272

• The National Consumer Commission | www.thencc.org.za  |  012 428 7000

• Contact your provincial government for details.

All-Quip will cooperate fully with any investigation by these bodies.

 

15. Quick Reference Summary

 

 

16. Contact Details