Benchworks Tools

benchworks.co.za  |  store@benchworks.co.za

Refund & Returns Policy

Consumer Protection Act compliant — South African & International customers

Effective Date: June 2025

1. Overview

Benchworks Tools is committed to fair and transparent trading. This policy is designed to comply with the South African Consumer Protection Act No. 68 of 2008 (CPA) and the Electronic Communications and Transactions Act (ECTA). Where international law affords greater consumer rights, we will honour those to the best of our ability.

We sell two categories of product, each with specific return conditions:

• Physical products — ATC systems, hardware, and assembled components (South Africa only)
• Digital products — CNC plans, documentation, and downloadable files (worldwide)

2. Physical Products (South Africa Only)

2.1 Your Rights Under the CPA

The Consumer Protection Act gives you the following rights that Benchworks Tools cannot override or limit:

• Right to cancel a purchase within 5 business days if it was made via direct marketing or a distance transaction (online order). A 15% reasonable handling fee may apply.
• Right to return a defective product within 6 months of delivery for a repair, replacement, or refund at your election.
• Right to goods that are safe, of good quality, and fit for purpose.

2.2 Change of Mind Returns

We accept change-of-mind returns within 14 days of delivery, subject to:

• Product is unused and in original, undamaged packaging
• All accessories, fasteners, and documentation are included
• Return shipping costs are borne by the customer
• A 15% restocking and handling fee applies

To initiate a return, email info@benchworks.co.za with your order number and reason for return. We will provide a return authorisation and shipping instructions.

2.3 Defective or Damaged Products

If your product arrives damaged or develops a manufacturing defect, contact us within 6 months of delivery. We will arrange:

• A repair at no cost to you, or
• A replacement unit, or
• A full refund — at your election

Return shipping for defective goods is covered by Benchworks Tools.

2.4 Warranty Scope & Limitations

Our ATC system and hardware products carry a 6-month warranty against manufacturing defects. This warranty is explicitly limited as follows:

2.4.1 What Is Covered

• Defects in materials or workmanship under normal use
• Mechanical failures not caused by user error
• Parts proven defective on arrival

2.4.2 What Is NOT Covered

The warranty does not cover damage or failure resulting from:

• Operation outside the specified parameters (speeds, feeds, loads, voltages)
• Incorrect electrical wiring, reversed polarity, or overvoltage by the customer
• Customer-supplied electronics, controllers, or third-party components — Benchworks Tools cannot warrant parts it did not supply
• Modifications, machining, or alterations to the product by the customer
• Use with incompatible spindles, collets, or tooling
• Normal wear and tear (collet surfaces, bearing seats, locking surfaces)
• Failure caused by debris, coolant ingress, or inadequate machine maintenance
• Physical damage from collision, crash, or overtightening

By commissioning and operating the ATC system, the customer acknowledges that the correct configuration of speeds, torques, and electrical connections is their responsibility. Benchworks Tools provides documentation and support but cannot be held liable for damage caused by incorrect setup.

2.5 Non-Returnable Items

• Products that have been modified, machined, or disassembled
• Products damaged through misuse or incorrect configuration
• Custom or made-to-order units (discussed and agreed in writing prior to manufacture)

3. Digital Products (Worldwide)

3.1 General Policy

Digital products (CNC plans, PDF documentation, design files) are delivered electronically and are non-refundable once downloaded or accessed, except as set out below. By purchasing a digital product you confirm that you understand and accept this policy.

3.2 Exceptions — When We Will Refund Digital Purchases

• The file is corrupt, incomplete, or cannot be opened — we will first attempt to resolve the issue; if unresolvable, a full refund will be issued
• The product was materially mis-described on the product page
• A duplicate purchase was made in error (within 48 hours of original purchase, one file not downloaded)

Refund requests for digital products must be submitted within 7 days of purchase to info@benchworks.co.za with your order number and a description of the issue.

3.3 International Customers

For customers outside South Africa, refunds on digital products are handled on a case-by-case basis in accordance with applicable local consumer law. We aim to be fair and reasonable. Contact us if you are unsatisfied with a purchase.

4. Refund Processing

• Approved refunds are processed within 7 business days
• Refunds are made to the original payment method
• Bank processing times may add 3–5 additional business days
• International refunds may incur exchange rate differences beyond our control

5. How to Contact Us

For all return and refund queries:

• Email: store@benchworks.co.za
• Website: benchworks.co.za

Please include your order number, product name, and a brief description of your query. We aim to respond within 2 business days.