1. Purpose

This Returns Policy sets out the terms under which products supplied by Dewhot can be returned by customers (end-users or resellers), ensuring a fair, transparent and efficient process while protecting product integrity, safety requirements and regulatory compliance.

2. Scope

Applies to all gas appliances and associated parts sold by Dewhot in South Africa and the Southern African region, including but not limited to gas water heaters, hobs and space heaters.

3. Definitions

Customer: End-user or registered reseller who purchased the product.
Reseller: A registered business partner authorised to sell Dewhot products; subject to reseller pricing policies.
Product: Any Dewhot gas appliance or component purchased from Dewhot.
Defect: A manufacturing fault, material deficiency, or functional failure demonstrably outside normal wear and tear, incorrect installation or misuse.

4. Returns Eligibility

Products may be considered for return under the following criteria:

4.1 Unopened / Unused Returns

Must be in original packaging, with all accessories, manuals, and tags intact.
Accepted within 14 calendar days of delivery.
Subject to inspection to confirm condition.

4.2 Defective or Damaged on Arrival

Claims must be made within 7 calendar days of receipt.
Customer must provide:

• Photos/videos of the damage or defect.
• Proof of purchase (invoice/receipt/serial number).
• Delivery details (date, carrier, recipient).

4.3 Wrong Item Shipped

Claims must be made within 7 calendar days of delivery.
Customer must provide supporting evidence (photos & proof of purchase).

5. Returns Exclusions

The following are not eligible for return:

• Products installed or used in any form.
• Products damaged after delivery due to:
  • Improper installation (not installed by a registered gas installer),
  • Misuse, abuse, alteration, or lack of maintenance.
• Consumables with opened seals (e.g., filters, gaskets).
• Clearance/discounted stock sold “as is” unless defective.

6. Return Process

Step 1: Request Return Authorization

Customer must contact Dewhot at returns@dewhot.co.za
with:

• Name, contact details
• Invoice number
• Product model & serial number
• Reason for return + supporting media

Dewhot issues a Return Authorization Number (RAN) for eligible cases.

Step 2: Pack & Ship

Products must be:

• Securely packed in original packaging (or equivalent).
• Clearly labelled with the RAN.
• Shipped prepaid (unless otherwise authorised by Dewhot).

Step 3: Inspection & Confirmation

Upon receipt, Dewhot will:

Inspect the product within 10 business days.
Notify customer of inspection outcome.

7. Refunds, Replacements & Credits

7.1 Approved Returns

Unopened/unused items: Full refund less applicable handling/restocking fee.
Defective/Damaged items: Full refund or replacement at Dewhot’s discretion.
Wrong item shipped: Replacement or refund at Dewhot’s discretion.

7.2 Restocking Fees

Dewhot reserves the right to charge a restocking fee of up to 15% for returns that are:
Unopened but returned for buyer’s remorse.
Returned outside the standard period but accepted at Dewhot’s discretion.

7.3 Refund Method

Refunds are issued using the original payment method within 14 business days of approval.

8. Warranty Clarification

Returns for defective products may be processed as warranty claims under Dewhot’s Warranty Policy (separate from the Returns Policy). Warranty assessments may require additional diagnostics and are subject to warranty terms.

9. Shipping Loss or Damage

Claims for lost or damaged goods in transit must be reported to Dewhot within 7 days of delivery date. Dewhot may require freight carrier claims to be lodged.

10. Customer Responsibilities

Ensure products are installed and maintained by a registered gas installer.
Provide truthful information and supporting documentation when requesting returns.
Follow Dewhot’s instructions for safe handling and return shipment.

11. Contact Details

Dewhot (Pty) Ltd
Returns Department
returns@dewhot.co.za

087 093 6890
Mon–Fri, 08:00–17:00 SAST

12. Amendments

Dewhot reserves the right to amend this policy at any time. Updated versions will be published on the Dewhot website and communicated to resellers.