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Returns Policy

Thank you for shopping at RS Online. We strive to provide the ultimate online shopping experience for our users and would like to make the experience as hassle free as possible.

This policy forms part of our Terms and Conditions and also applies to products bought from any vendor whose products were purchased off our platform.

We accept refunds and/or exchanges within the first 7 days of your purchase. If you do not notify us within the allotted time, you will no longer be able to submit your product for return. Please read through the entire policy to have all the necessary requirements applicable to the process.

If you are not completely satisfied with your purchase, you can return the product and we will repair/replace or credit your account, subject to the below conditions:

  • You send an email to returns@rsonline.com.na (In your subject heading, you indicate your initial order number, your name and the words RETURN)
  • We receive your email notification informing us of your intended return, within 7 days of you receiving your product.
  • In your email, you attach a copy of your receipt or proof of purchase from RS Online Shopping.
  • Your item must be unused and in the same condition you received it in.
  • The product must be in its original packaging. (Unless such item is faulty then please refer to the section below for Faulty Product Claims)

Exchanges

We only replace items if they are defective or damaged.

Exempt Goods

The below items are exempt from returns:

  • All baby products.
  • Gift Cards and any other electronic vouchers.
  • Food, feeding, health, personal care, and intimate items.
  • Sale Items.
  • Dated printed matter such as magazines, articles, newspapers, and the likes.
  • Goods not in their original condition, (including seals) damaged or missing parts for reasons not by our error.
  • Any item that is returned more than 7 days after delivery.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you, via email, of the approval or rejection of your refund.

Any products that are defective or otherwise, if NOT in the above condition, we retain the right to refuse such returns and, any and all costs incurred in this process will fall on you.

If your claim is approved, then your refund will be processed. A credit will automatically be applied to your registered RS Online account within a reasonable amount of days. Any refunds approved, in the case where a credit is not allocated to the RSOL account, will only be refunded to the original method (card/bank account) it was received from.

Unwanted Products

Unwanted products can be returned; however, you are solely responsible and liable for the costs involved. We therefore advise you to be certain about a product BEFORE purchasing it.

Below is an indication of some (however not limited to) costs you may incur:

  • An administrative fee to process these returns.
  • All costs pertaining to the collection, transporting and return to vendor of the product.

Such items may be returned provided:

  • You log a return via email to returns@rsonline.com.na within 7 days of the delivery to you.
  • It is in its original packaging, including plastic wrapping, seals, and stickers.
  • It is undamaged and unused.
  • It has all accessories and parts. Also, in their original packaging complete with wrapping, labels and stickers.
  • It is not a product already listed in the exempted items of this policy.

Incorrect Deliveries

If the product delivered to you is not what you ordered or incorrectly delivered to you or not what you ordered as per the description on the website, we will collect this from you at no cost provided:

  • You notify us via email at returns@rsonline,com.na of the erroneous delivery within 7 days from such product being delivered to you.
  • It is in its original packaging, including plastic wrapping, seals, and stickers.
  • It is undamaged and unused.
  • It has all accessories and parts. Also, in their original packaging complete with wrapping, labels and stickers.
  • It is not a product already listed in the exempted items of this policy.

Products Damaged on Delivery

Please indicate such damages BEFORE accepting the delivery. You do so by endorsing the delivery note/pad noting what the damages are.

Furthermore, please log a return by emailing returns@rsonline.com.na within 7 days of receiving such packages.

We will arrange for the product to be collected at no cost to you.

Once the product is returned to us, we will inspect and appraise it. Once validated, we will email you with your options to:

  • Have the product repaired.
  • Have the product replaced.
  • Refund you by allocating a credit to your RS Online Shopping account.

Defective Products / Warranty Claims

If the product you have ordered is defective or of poor quality, please notify us on returns@rsonline.com.na as soon as possible but limited to remain within the manufacturers allotted time and warranty cover. We will have the supplier/vendor of the product validate the claim and communicate further arrangements via email.

Should the claim be warranted, we will collect the product at no cost to you.

Once the product is returned to us, we will inspect and appraise it. Once validated, we will email you with your options to:

  • Have the product repaired.
  • Have the product replaced.
  • Refund you by allocating a credit to your RS Online Shopping account.

Any refunds allocated, in the case where a credit is not processed to the RS Online Shopping profile’s account, will only be done back to the original method (card/bank account) it was received from. This may not be transferred to another card or account.

Late or Missing Refunds

If you have not received a refund yet, first check your RSOL account again. It may take some time before your refund is officially posted.

We will send you an email with status updates and progress of your refund.

If you have done all of this and you still have not received your refund, please contact us on the mail trail created when your return was logged. Please do NOT start a new mail trail, as this will cause further delays in tracking and tracing of such claims.

Shipping

Please do not send the products back to the manufacturer. We will collect the items from you per our assigned agents.

You will be responsible for paying your own shipping costs when returning your item.

Shipping costs are non-refundable.

Shipping costs will be deducted from our refund if not already paid for.

Depending on where you live, the time it may take for your exchange product to reach you may vary.

No items are insured unless pre-requested and paid for.

Preparing your item for refund/return

You are responsible for ensuring you follow the correct steps when submitting a refund/return.

To ensure the process is properly completed please follow the below steps.

  • Send us an email notification (with a read receipt) letting us know of your return within 7 days of receiving your package.
  • Please use your initial order number, your name and the words ‘RETURN’ in the subject heading.

Package your products safely and securely for transport.

Clearly mark your package. Please use your initial order number, your name, and the words ‘RETURN’ to mark the package.

Include all accessories, parts, and packaging materials that you received the product with.

Failure to comply with any of the above requirements could delay the processing of your return or could result in its decline as a whole and you are then prohibited from resubmitting such request.

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