How does the policy on returns and refunds operate?

Your happiness is extremely important to us. We have a 7-day exchange and return policy:

1. We give a 100% refund if a product is damaged or faulty after delivery.
2. The items/products must be unopened, unused, and undamaged, and include your proof of purchase in order to be eligible for return.
3. For returns, please email: info@thehighlevelgroup.com 
4.  with the subject “RETURNS” and include your order number, your name, and the reason for return.
5. The Highlevel Group will specify to the Customer the address for the return of the Goods. To prevent “lost parcel” scenarios, it is strongly advised for the client to have proof of postage when returning products.
6. Please be aware that shipping charges for returned goods are the responsibility of the purchaser.
7. The buyer receives a confirmation email informing them of the refund’s status once the supplier has received and inspected the returned item/product.
8. If the refund request is granted, The Highlevel Group will credit your order to your personal bank account by EFT.

How do I make a purchase Order?

1. Simply add as many things or products to your shopping cart as you like while browsing our online store to place a purchase.
2. Once you want to proceed with the order, do so by going to the chart and clicking “Checkout”.
3. Follow the instructions by providing us with delivery information and select the payment method for goods.
4. The Highlevel Group will notify its suppliers to provide your item or delivery within 3-5 business days, and our support staff is always there to help you whenever you need it.

Our Delivery Policy & Our Delivery Areas in South Africa:

Currently, The Highlevel Group enables delivery to any South African home or workplace as long as the location is secure but free from violence.

Expenses of Delivery

1. Shipping fees are calculated during the checkout process before you finalize your order and depend on the number of items in your basket and the location of delivery.
2. If you have any questions about purchasing online or require more delivery information, please contact us by email: info@thehighlevelgroup.com 

Accepting your delivery package as it is being made

1. Anny person other than yourself who received the goods at the delivery address you provided is presumed to be authorized to accept the delivery of the goods on your behalf with presenting identification and Identity number or driver’s license.
2. Should nobody be available at the delivery address you provided or specified by you as the client during the time of delivery, the driver will return the products you purchase. The courier company will attempt to contact you to re-arrange a new delivery date.
3. Should it happen that nobody is available again, The Highlevel Group reserves the right to charge an additional delivery cost should it be required under these circumstances.
4. The Highlevel Group’s sole liability for failing to deliver the goods timeously is limited to delivery being affected at a later agreed time at no additional cost. You as the client can make arrangements to re-deliver your goods at a specific date by contacting our company via email: info@thehighlevelgroup.com 

When damaged or wrong goods have been delivered at the time

When receiving damaged or incorrect items, you can create a return with a single-quantity return, or you can create a return for multiple items. The following steps will show you how to create a return for multiple items, the right goods will be replaced and redelivered to you at no extra cost.’ For any further queries please do not hesitate to contact us by email: info@thehighlevelgroup.com      

1. Sign into your account.
2. Find the order you want to return and go to the Order Detail page.
3. Click the **Return Item** button, and this will take you to the Return Request page.
4. Select the item(s) you want to return and select a reason for the return.
5. Write a description of the issue with the item(s).
6. Click the **Submit Return Request** button.
7. You will receive an email notification once your return request has been approved.
8. Follow the instructions in the email to return your item(s).

If you have any questions, you can contact our customer service team.

General Refund and “Return” Policy

The Highlevel Group reserves the right to cancel an order for which payment has already been received. This may occur if the stock is insufficient or the quality of goods ordered does not meet the customer’s standards.

The availability of goods and services will determine how they are provided, Should The Highlevel Group exercise this right when the item is not available, we will provide the customer with a full refund within 30 days with no deductions.  

The Highlevel Group does not offer refunds on items returned after 7 days, provided that they are unopened, undamaged, and in their original packaging. With availability purchases can be returned within 7 days. PS: Shipping and handling fees are not refundable! The shipping address needs to be confirmed with The Highlevel Group by email with your Order and Invoice Number to: info@thehighlevelgroup.com

This does not include items that were imported at the customer’s request, made in 316mm stainless steel, including fireplaces and braais, or made to be ordered. Items must be in perfect condition, and The Highlevel Group will decide whether they are used or damaged at its exclusive discretion.

For imported goods like Braais, Fireplaces, etc. like the 316mm stainless steel material, orders, and custom products, the deposit again will not be repaid notably if the customer cancels the purchase at any point after confirming the order, which will incur a 15% fee for administration costs.

Most important: All repairs that have not been collected within 90 days from the date of receipt will be disposed of.

Restrictions for Braai/Fire Place Installations and “Return” Shipping

It is the obligation of the customer to return the product to our suppliers when a customer requests a return and the product was delivered to or picked up from our suppliers.

The Highlevel Group can arrange for the goods to be picked up; however, this service will cost the client and must be paid in full in advance of pick-up. In the event that the customer uses a third party that has been set up by The Highlevel Group or the customer to return the product, the customer is responsible for making insurance arrangements for the product’s transportation.

The client is responsible for ensuring the items are wrapped properly for courier delivery. Once the supplier or The Highlevel Group has received the products in satisfactory condition, risk and ownership will only transfer.

Orders that have already been paid for may be cancelled by The Highlevel Group at any time. If we exercise this right, the client will receive a complete refund with no deductions. This could happen if the supplier’s stock is insufficient or the quality of the goods bought does not satisfy The Highlevel Group standards.

Costs of delivery and obtaining your shipment

Before completing your order, shipping costs are computed during the checkout process and depend on the number of items in your basket and the delivery location. If you have any queries regarding making an online purchase or would need more delivery information, e-mail us at info@thehighlevelgroup.com to Verify that your orders can be delivered to the specified location and that you or a designated representative will be present to accept the deliveries.

Follow up on delivery

The Highlevel Group will request that you, the client, or your designated representative, sign a duplicate copy of the delivery note in order to verify receipt of the goods. Any person other than you who accepted delivery of the Products at the address you designated for delivery shall be presumed to have your consent to do so by producing identification and a driver’s license or identity number. If no one is present at the delivery address you specified or that you provided when you placed the order, the driver will return the items you bought. To reschedule the delivery, the courier operator will make an effort to contact you. In the event that nobody becomes available again, The Highlevel Group reserved the right to charge an additional delivery price. If the products aren’t delivered on time, The Highlevel Group’s only obligation is to make the delivery at a later date and time without charging extra. You, the customer, can schedule a redelivery of your items at a specific time by getting in touch with our company via email at info@thehighlevelgroup.com

Warranty and Installation

The minimum Supplier warranty period for most products sold by The Highlevel Group is 12 months from the date of purchase. Manufacturer warranties for the brands sold by The Highlevel Group vary. Nonetheless, the majority of companies provide lengthier warranty times.

This warranty covers defective parts and bad workmanship. If The Highlevel Group determines that a warranty claim is legitimate, it will either repair the product or replace it with a similar or identical product.

The Highlevel Group alone has the authority to replace, fix, or deny the claim. Wear and tear, improper wear and tear, poor installation, improper use, and lack of maintenance are not covered by the warranty. If you’re unclear, consult the specific product warranty guidelines or get in touch with The Highlevel Group.

1. If a warranty claim is made, the customer must send the product back to The Highlevel Group or the supplier for inspection. If the product is a fixed semi-permanent installation, a representative from The Highlevel Group or a professional company will visit the location to verify the claim.
2. The Highlevel Group, the supplier, or a professional representative will visit the location to verify the claim if the product is a fixed semi-permanent installation. In the event that the claim is invalid and the root of the problem is found to be a third-party installation or unrelated to the product, the regular call-out cost and hourly rate will be applied.
3. Before contacting The Highlevel Group, please speak with your installer to discuss your product and installation. All claims must be submitted with the appropriate warranty claim form for the item you bought. The claim form that your installer must fill out. PS: Repairs that are not picked up within 90 days after the date of receipt will be discarded.
4. If The Highlevel Group independent contractors performed the installation and is quantified based on what is apparent during measurement or when client-provided drawings. To properly complete the installation, extra components including flue pipe; bends, special brackets, and core drilling may be needed.
5. Generally speaking, this is only required when flammable items pose a threat or possible fire hazard. The client will be consulted regarding any additional material for approval. The installation will go on and the client will be charged accordingly if the client cannot be reached. Every item is listed separately in our quotations, and any extra parts needed will be added to your total bill.
6. It is the client’s or the client’s builder’s obligation to make sure the site is prepared for installation after an installation date has been scheduled. Should we use a freelancer’s rate? When scheduling installation dates, we kindly ask clients to keep this in mind.
7. When brickwork or plasterwork is necessary to complete an installation, The Highlevel Group independent contractors only provide a plastered finish. They don’t include plaster painting in their list of services.
8. Since some of our products are handcrafted, variations in look and finish are common and to be expected. Included in this is the painted finish, particularly on outdoor products where the products would weather naturally.
9. PS: You will be responsible for paying for the shipping of any returned items, and shipping fees are not refundable. You must first confirm the mailing address for your returns by email at info@thehighlevelgroup.com
10. Please contact the Marketing Director at jarrod@highlevelgas.co.za if you have any concerns about the standard or quality of the goods that customers purchased through the online shopping platform (Refer to the e-commerce facility).

When your warranty is up: What to do?

1. As consumers, we all want our products to work seamlessly and last forever. However, there are certain instances where damage occurs due to misuse or improper care of the product. It is important for us as consumers to take responsibility for how we use and maintain these items.
2. One of the most common damages causes is negligence and lack of proper maintenance. It’s easy to forget that every product requires some level of upkeep and following instructions laid out in user manuals is essential. Failure to do so can result in costly repairs or even replacement. Additionally, wear and tear are an inevitable part of any item’s life span, but it’s important to understand what falls under normal wear and tear versus what might be considered abuse or neglect.
3. Another issue that can arise is when alterations or repairs are done by unauthorized dealers or oneself. This can lead to not only voided warranties but also further issues down the line if something goes wrong with the product. In addition, some products may not come with serial numbers making them difficult to track and identify if they need repair.
4. While many of these situations may seem like unfortunate accidents, it’s crucial to recognize that sometimes damages occur from factors beyond our control such as natural disasters or vandalism. In these cases, it’s important to have insurance coverage or other safeguards in place.
5. Overall, it’s vital for consumers to educate themselves on the proper usage and maintenance of their products and seek authorized dealers when necessary. By taking these steps, we can prevent unnecessary damage and ensure a longer lifespan for our beloved possessions.