AHM Online Returns, Refunds & Warranty Policy

1) Overview

We want you to be happy with your purchase. If something is wrong (wrong item, damaged, missing parts, defective) or you’ve changed your mind, you can request a return within the time frames below. Our goal is to make returns straightforward while ensuring items come back in a condition that allows us to assess and (where applicable) resell or repair them.

2) Return time limits

48 Hours (from delivery)

You must notify AHM Online within 48 hours of delivery if:

  • the item arrived damaged on delivery;
  • the item is missing parts/accessories; or
  • the item requires maintenance

AHM Online must be given a reasonable opportunity to collect and examine the Goods before repairing, replacing, or refunding

If the Customer fails to give the Supplier this opportunity, the Supplier bears no liability for any defects or third-party repairs.

Any return accepted by the Supplier is entirely at the Supplier’s sole and absolute discretion

7 Days (from delivery)

Where incorrect goods were delivered you must notify AHM Online within 7 days.

AHM Online must be given a reasonable opportunity to collect and correct the issue.

30 Days (from delivery)

If you changed your mind and no longer require the product you must notify AHM Online within 30 days of delivery, provided it is unused, in it’s original packaging and complete

Return shipping/collection fees: For change-of-mind returns, you may be responsible for return shipping/collection costs unless we agree otherwise.

6 months (from delivery)

You must log and return defective items within 6 months of delivery (unless an extended warranty applies)

3) Return Package Preparation

For a hassle-free return, please ensure:

  • Goods were purchased from AHM Online
  • Goods are not modified in any way
    • Modified Goods will not be accepted for return, even if the Supplier supplied them incorrectly.
    • The Customer must check the Goods before modifying them.

 

  • The item is unused and returned in original product packaging
  • All parts, accessories, manuals, cables, fittings, and free gifts included with the item are returned;
  • Any seals are intact (where applicable); and
  • You have stayed within the return time limit and the item is not non-returnable.
  • If packaging/parts/seals are missing, we may refuse the return and send the item back. If you later submit the missing items and re-log the return, we may charge a collection and/or re-delivery fee.

4) Return reasons and what we’ll do

A) Wrong item, damaged on delivery, or missing parts (30 days)

If we delivered the wrong item, the item arrived damaged on delivery, or it’s missing parts, you may choose:

  • replacement (if stock is available),
  • a refund.

If replacement stock is not available, we may offer a refund instead.

Damage is not considered “damage on delivery” where the item:

  • was damaged after delivery due to misuse/handling,
  • was damaged by electrical surges, corrosion, etc., or
  • works as described, but is being used for an unintended purpose.

B) Defective items (6 months)

If your item is defective, return it within 6 months. Once received, we inspect it in conjunction with our manufacturers. If the return is accepted the product will be repaired.

We may refuse a “defective” return if the issue is due to:

  • normal wear and tear,
  • damage/misuse/neglect,
  • electrical surges or corrosion (e.g., rust/sea air),
  • modification/unauthorized repair, or
  • using the item outside its intended purpose (even if it “works as described”).

5) Warranty items (extended or manufacturer/direct warranties)

Extended warranties

Some products have warranties extending beyond 6 months. If an item becomes defective after 6 months but is covered by an extended warranty:

  • log the return as soon as possible,
  • we’ll help route it to the relevant supplier/manufacturer for assessment,
  • the supplier may charge an evaluation/inspection fee, and
  • if repair/replacement takes longer than 21 days after the supplier receives the item, we may offer a refund (subject to the warranty terms Manufacturer/direct warranties

Some items must be handled directly with the manufacturer for warranty claims. If this applies, we’ll provide the relevant manufacturer details and you’ll need to engage the manufacturer directly.

6) Bundles and kits

  • Bundle deal (assembled by us): You may return the full bundle or individual items (we’ll credit/refund the price paid after discounts are considered).
  • Pre-packed bundles (supplier packaged): Returns usually require the entire bundle to be returned; partial returns may be refused.

 

7) Return method: collection or drop-off

When you log a return, you can select:

  • collection (we arrange pickup), or
  • drop-off at an AHM Store (if available).

If you choose drop-off, you must do so within 7 days of logging the return.

 

8) If you returned the wrong item

Please return the correct item. If you returned the wrong item, notify us immediately. Incorrect returns may be hard to recover and may not be compensated.)

9) If we reject your return

If a return is rejected, we will send the item back. If we cannot deliver it back to you within a reasonable period because you’re unavailable or refuse delivery, the item may be treated as abandoned and disposed of.

10) Non-returnable items (exceptions may apply)

Some items are non-returnable for hygiene/safety or because they are custom/made-to-order. These may still be returnable if we delivered the wrong item, it arrived damaged, or it is defective.

Typical examples relevant to AHM Online include:

  • Tinted/mixed paint made to your colour/specification
  • Cut-to-size items (wood, glass, shelving) or bespoke orders
  • Opened chemicals/adhesives/sealants/lubricants/consumables
  • Personal protective equipment (PPE) and hygiene-sensitive items once opened (e.g., respirators, masks, ear protection)
  • Perishable or “everyday consumption” goods (where applicable)

 

13) Credits and refunds

When your return is accepted, you can choose:

  • Refund, or replacement (where applicable).
  • If you choose a refund, we refund to the same payment method used where possible. Banks/payment providers may take 3–5 business days to reflect the funds. If your original method isn’t available, we may request bank details and may need to verify them first.

14) Contact and logging a return

To log a return, contact AHM Online Support with:

  • order number,
  • product name/SKU,
  • reason for return,
  • photos (for damage/defects), and
  • your preferred outcome (refund/credit/replace/repair).

Support contact: customercare@ahm.co.za

                                         Tel: 0675646629