- Acceptable reasons for returns and refunds
- Goods were defective when they were sold to customer
- Goods were charged incorrectly at till point i.e. wrong unit of measurement
- The customer made an obvious and honest error and bought the wrong item (hardware only)
- Customer prepaid and the required products are not available in stock
- Returns CANNOT be granted when:
- Customer changes tastes and preferences after purchase
- Customer damages the goods when they were bought in good state
- Price comparison
- Perishables (examples: vegetables, meat, dairy products, etc)
- Goods no longer in saleable condition
- Procedure
- All applications for returns/refunds must be submitted to the N Richards Branch Storekeeper of the branch where the purchase was made
- The customer should bring an NRG original invoice that was issued on the purchase together with the items to be credited
- Exceptional cases where original invoice is missing will be authorised by N Richards Group Senior Management
- Goods must be returned within 24 hours
- Goods must still be in saleable condition when returned. No credit note can be issued without the physical goods that have been returned
- If the amount on the new invoice exceeds the amount on the credit note then the customer will be responsible for the variance
- When customer returns goods, the credit note raised must be utilized/tendered immediately. Credits cannot be carried forward for future utilization.
- RETURN OF ELECTRONICS/APPLIANCES – CLAIM AGAINST SUPPLIER
- When electronics (ex. stoves, generators, batteries) are returned by customers because they failed to work, a claim must be raised, the defective product returned to supplier and a replacement supplied
This document was last updated on 11 March 2025.