1. Introduction
This Returns Policy explains how product return requests are handled for items supplied through the EDM Solutions Product Catalogue and quotation-based shop.
Because EDM Solutions supplies metering products, prepaid water meters, prepaid electricity meters, smart meters, accessories, vending-related products, configured devices and installation-related solutions, returns must be assessed before they are accepted.
2. Return Approval Required
Customers must contact EDM Solutions before returning any product.
No product may be returned without prior approval from EDM Solutions. Products returned without approval may be rejected, delayed or sent back to the customer.
3. Return Request Period
Customers should notify EDM Solutions as soon as possible after receiving the product if they believe a return is required.
Where the issue relates to visible damage, missing items, incorrect product supply or delivery concerns, the customer should report it promptly after delivery or collection.
4. Product Condition
Returned products must generally be
- Unused;
- Undamaged;
- Complete;
- In original packaging where possible;
- Returned with all accessories, manuals, cables, keypads, seals, labels and supplied components;
- In a condition suitable for supplier inspection or resale, where applicable.
Products that are damaged, used, incomplete, modified, tampered with or missing parts may not qualify for return.
5. Products That May Not Qualify for Return
The following products may not qualify for standard return unless approved by EDM Solutions after assessment
- Configured meters;
- Commissioned meters;
- Installed meters;
- Vending-linked meters;
- Registered meters;
- Products that have been programmed or prepared for a specific customer;
- Products supplied as special-order items;
- Products opened or used by the customer;
- Products damaged after delivery;
- Products with missing packaging, accessories or documentation;
- Products affected by tampering, misuse, incorrect handling or external damage.
6. Meter Products and Technical Configuration
Many meter products require configuration, registration, linking, commissioning or technical setup before use.
Once a meter has been configured, linked, registered, commissioned, installed or assigned to a customer environment, it may not be suitable for normal return.
Where a technical issue is reported, EDM Solutions may first assess whether the issue relates to product fault, installation conditions, site infrastructure, incorrect application, vending setup, registration, communication, tampering or customer-side infrastructure.
7. Incorrect Product Ordered
If a customer requests or approves the wrong product, wrong meter type, wrong keypad type, wrong pipe size, wrong phase type, wrong quantity or wrong configuration, the return may be subject to EDM Solutions approval and may attract costs.
Any supplier restocking fees, courier costs, configuration costs, administration costs or price differences may be for the customer’s account.
8. Incorrect Product Supplied
If EDM Solutions supplied a product that does not match the approved quotation or order confirmation, the customer must notify EDM Solutions promptly.
EDM Solutions will assess the issue and may arrange correction, replacement, exchange, collection or another suitable remedy.
9. Faulty Products
If a product appears faulty, EDM Solutions may require
- Product photos;
- Serial numbers or meter numbers;
- Description of the fault;
- Installation details;
- Proof of purchase or quotation reference;
- Testing information;
- Supplier or manufacturer assessment.
A return for a faulty product does not automatically result in a refund. The product may be repaired, replaced, assessed under warranty or handled according to supplier warranty rules.
10. Installed Products
Installed products are generally not returnable unless there is a confirmed product fault or another valid reason approved by EDM Solutions.
Problems caused by incorrect installation by third parties, plumbing faults, electrical faults, municipal issues, site conditions, tampering, misuse, vandalism, water damage outside specification, surge damage or customer-side infrastructure may not qualify for return.
11. Return Delivery and Courier Costs
Return delivery costs may depend on the reason for return.
Where the return is due to a confirmed EDM Solutions supply error or approved product fault, EDM Solutions may confirm the applicable return arrangement.
Where the return is due to customer error, incorrect order, change of mind, site issue or incorrect information supplied by the customer, return courier costs may be for the customer’s account.
12. Inspection and Assessment
All returned products may be inspected before any exchange, refund, replacement or credit is approved.
EDM Solutions may inspect the product internally or refer it to the supplier, manufacturer or technical team for assessment.
The final outcome may depend on the assessment result.
13. Exchange or Replacement
Where a return is approved, EDM Solutions may offer an exchange or replacement instead of a refund, depending on the issue, product availability, supplier rules and customer requirements.
If the replacement product is more expensive, the customer may need to pay the difference. If the replacement product is cheaper, the difference may be handled according to the approved refund or credit process.
14. Special-Order Products
Products ordered specially for a customer, project, technical requirement or specific configuration may not be returnable unless faulty or incorrectly supplied.
This includes products sourced from suppliers specifically for the customer’s accepted quotation.
15. Packaging and Missing Items
Returned products must include all original items supplied.
If packaging, accessories, manuals, seals, cables, keypads or other parts are missing or damaged, EDM Solutions may reject the return or deduct a reasonable amount from any approved credit or refund.
16. Return Process
To request a return, customers should contact EDM Solutions and provide
- Quote or invoice number;
- Customer name and contact details;
- Product name and quantity;
- Serial number or meter number where applicable;
- Reason for return;
- Photos of the product and packaging;
- Description of any fault or issue.
17. No Unauthorised Returns
Customers should not send products back to EDM Solutions, suppliers or installers without return approval and instructions.
Unauthorised returns may be refused, delayed or returned to the customer.
18. Relationship With Refund Policy
Where a return is accepted and a refund is requested, the EDM Solutions Refund Policy will also apply.
A return approval does not automatically mean a refund will be approved. The final outcome depends on product condition, order status, configuration status, supplier rules and the reason for return.
19. Contact Details
Return requests and related questions may be sent to EDM Solutions using the official contact details below.
Email: info@edmsolutions.co.za
Call: 010 009 5448
WhatsApp: 0692765353
Operating Area: South Africa
Business Hours: Monday to Friday, 08:00 to 17:00