FAQ's

GENERAL

Who Is Supplywise?

At Supplywise we provide an extensive range of storage and productivity solutions suitable for warehouse, industrial, office and retail environments. Our one stop shop solution provides you with a quick efficient way of ordering your everyday requirements and supports any larger projects you may be undertaking.

Do I need to register before buying goods at Supplywise?

Absolutely not, you can browse our site before you shop.  You will need to register before you purchase goods.

How do receive specials or information on the new products?

You can view all our new products and specials on the home page of our website.

What is a cookie?

A cookie is a small file on your computer that remembers stuff so you don't have to. For example, it will remember your login details and what is in your shopping cart. If you don't allow our delicious cookie to be stored on your computer, you won't be able to use our website properly.

WARRANTY, DEFECTS and REFUNDS and RETURNS

How do I get a refund instead of credit?

We do not do refunds, only a credits that sit in your account.

Why is my refund taking so long?

Your refund will show as a credit on your account and should take up to 3 days to reflect.

What is the warranty on your products?

We warrant that all our goods are new and of good quality unless we clearly describe them as used or reconditioned or as having specific defects. We warrant all our new goods against any defects for a minimum of six-months of normal business use (longer where the supplier provides a longer warranty), from the time we supplied the goods. This is the statutory warranty in terms of the Consumer Protection Act of 2008 (the CPA).

What happens if you have a defective product?

Defective goods are those that had a defect or were unsafe when we supplied them. We highly recommend testing out your purchase as soon as you have received it to make sure that everything is in working order. A defect usually means that the goods were manufactured using materials, components or workmanship below an acceptable standard. You must show that the goods are defective.

Statutory Compensation

We will repair, replace, or refund the price of any defective goods that you return to us during the six-month statutory warranty. Returns must follow our returns procedure below. We will do our best to repair the defective good, or replace it within 21 calendar days. However, if it takes longer, we will contact you to let you know what is happening.

Statutory Warranty of Repairs

We do not personally carry out the repair, but we will send the goods to the supplier to be repaired. We warrant all our repairs and repaired goods against the failure of a repair and any further defect for the remaining portion of the statutory warranty plus a further three months from the time we returned the repaired goods.

Returns of unsuitable goods

A consumer must return unsuitable goods within seven days of delivery according to our returns and refunds procedure below.

Refunds

We do not provide refunds but will pass a credit which can be used for future purchase from us. The goods need to be unused, in original condition and packaging and in a form which enables us to resell such. A 20% handling fee will be levied and the customer needs to cover all shipping charges related to the return for credit.

PAYMENTS

What methods of payment are available?

We have 2 options available when you check out.  You can use :

• Credit Card (Visa, Mastercard) through the secure Payfast payment gateway; or
• EFT Bank Transfer as directed by the Payfast payment gateway.

Are my credit card details safe?

We know this is a worry for some, especially first-timers. But, yes, they're safe. All credit card transactions take place through Payfast's secure online payment gateway.  Payfast uses the strictest form of encryption, and no credit card details are stored on the SupplyWise website.

How do I pay using a credit card?

When you select credit card as the payment option on the checkout page, you will be directed to a secure payment page where you can enter your credit card details. This process is safe and secure. Our payment gateways only use the strictest form of encryption, and no credit card details are stored on the website.

What is a CVV number?

The CVV Number (Card Verification Value) on your credit card or debit card is a 3 digit number on VISA® and MasterCard® branded credit and debit cards.

Can I pay using a debit card?

Yes, if your Debit card has a CVV number and an expiry date, as well as a Visa or Mastercard logo, you can use it to make your payment.

How do I pay via EFT?

Once you have selected EFT as your payment option at the checkout click "order and pay now". You will be taken to the Payfast payment gateway which is used for both credit card / debit card and EFT payments. The payfast payment gateway will direct you as to which bank account to deposit the funds into.

Please make sure you use your order number as the reference number. Send proof of payment to payments@supplywise.co.za and your payment will be processed within the next 2-3 working hours. We can only accept official bank generated PDF proof of payment. Unfortunately copied text will not be accepted.

Why can I not pay with cash on delivery?

Unfortunately not. All orders must be placed and paid for online (or via EFT) before an order can be processed in our warehouse.