Handling Fee
Please note Caterlynx (Pty ) Ltd has a standard 20% Handling fee for goods ordered and cancelled afterwards
Reason being is that we order and transport the goods from different provinces or make the goods per order.
If the order is not cancelled the same day, the 20% handling fee will apply to all orders
What does our credit and returns policy cover?
Goods purchased from Caterlynx may, under certain circumstances, be returned and credited against the Customer’s account.
These circumstances include:
1. Goods and equipment which are clearly damaged or defective or fails to work immediately after delivery
2. Caterlynx will exchange a damaged item provided the damage is reported in writing within 24 hours of delivery
3. All damaged items must be returned to the Caterlynx warehouse immediately.
4. Caterlynx will exchange a defective item or alternatively credit your payment of the item provided it is returned with all of its original packaging and contents.
5. Caterlynx will exchange a damaged item provided that the item was not damaged by a third-party courier.
6. Caterlynx will exchange or credit an item that was erroneously delivered to you with the correct item or will credit your payment provided the conditions contained in point above are met.
7. Where items are delivered with a Caterlynx arranged transportation, the Customer is responsible to mark any damages to boxes or packaging on the waybill upon receipt of goods.
Can I obtain equipment to demonstrate to potential end users?
Caterlynx does not allow machines to be sent out on approval. If you wish to demonstrate a machine to a client Caterlynx has a number of demonstration units which can be requested for this purpose.
What documents should I keep when I return goods to Caterlynx?
The Customer should keep a copy of the delivery note or goods returned voucher on which a member of Caterlynx’s staff has signed for the returned goods. In the event of a dispute this is your proof of return. Failure to produce this document within 14 days of request will result in your credit being declined.
APPENDIX 1
Electrical Equipment
1. PC boards, Motors, Elements, Contactors etc. The warranty for the parts as mentioned above can ONLY be honoured if the fault is due to normal parts failure.
2. The warranty does not extend to wearing parts such as blades, belts, bushes, etc.
3. Globes, fluorescent tubes, cutting units, clutches, fuses are not covered under warranty.
4. Warranty for any parts as above can NOT be honoured if the failure is due to damage, abuse, incorrect application or installation, i.e. power supply, water supply, drainage, gas supply, ventilation, inconsistent power supply, wrong set up of equipment etc.
5. Installation of equipment must be done by a qualified technician registered with a relevant accredited body.
6. Any work done by a 3rd party or non-authorised repair agent on equipment which is still in the warranty period will void any warranty claims. Under no circumstances should any power supply cable which is fitted to equipment be cut and joined with another cable to lengthened or repair it.
7. Proof of sale, which must reflect the serial number of the equipment, will be repaired under warranty at no charge.
8. Replacement of parts and repairs done and will only carry a 3 months warranty.
9. Electrical & electronic parts and components purchased by a 3rd party are non-returnable
The Caterlynx Warranty
What products are covered by the Caterlynx Warranty?
Caterlynx Products are divided into 2 categories namely Small and Electrical Appliances. Each category has different warranty terms.
SMALLS
What warranty is offered on smalls?
There is no warranty or guarantee on small wares, unless the product is faulty on delivery or of inferior production quality. In these circumstances, and at the sole discretion of Caterlynx, the customer shall be entitled to a replacement product or alternatively should no such replacement exist, a full credit.
ELECTRICAL APPLIANCES
What is the period of the warranty for electrical appliances?
The warranty for electrical appliances is for the period of 1 (one) year from the date of sale by the dealer to the end user or otherwise stated for individual items or brands.
What is covered by the warranty?
All failures or faults of the equipment are covered by the warranty except those expressly excluded in appendix 1.
When will a warranty be invalid?
A warranty shall be deemed invalid, without limiting the generality thereof, if the fault or failure is as a result of the following:
1. The improper use of the product
2. The use of incorrect voltages or faults in building wiring
3. Failure to use the appliance in accordance with the operating instructions
4. Should any person other than a Caterlynx technician or approved Caterlynx service agent effect any repairs whatsoever upon the product
5. Or, as a result of any other cause whatsoever
6.Items with any standard certification labels removed,
Selected items with serial numbers which do not match the serial numbers on the package or invoice,
Any items that were sent back to Caterlynx without first applying for the necessary uplift number.
7. It is important to note that buyouts, personalized or other customized items may not be returned for a refund unless considered faulty at time of delivery. Caterlynx shall at its sole discretion make judgement upon whether the item was faulty of inferior quality.
8. Items repaired for the customer and not paid for or collected on 3 months will be sold to cover costs.
The decision as to whether the fault or failure is as a result of the above shall be at Caterlynx’s sole discretion.
How do I arrange for a repair of a machine under warranty?
Goods that require repair are divided into 2 categories:
CARRY IN ITEMS
These are countertop items that do not require professional installation that can be moved relatively easily. These items will be required to be taken, at the dealer’s cost, to the nearest Caterlynx service centre or accredited repair agent. Equipment due for repairs may be collected from dealers on delivery of new orders.
The item shall be accompanied by a copy of the invoice on which the item was sold by the dealer to the end user. The invoice shall reflect the item and the serial thereof.
LARGE APPLIANCES
Large Appliances items require professional installation and removal. In the event of a failure Caterlynx will send a technician or accredited repair agent to the customer’s premises to carry out the repair.
The dealer shall contact the Caterlynx service centre in order to arrange for a technician to be sent. The dealer shall, prior to a technician being dispatched, fax or email, to Caterlynx, a copy of the invoice on which the item was sold to the end user reflecting the serial number.
Although Caterlynx will take the greatest care to ensure all repairs are completed within 48 hours of approval, Caterlynx cannot be held responsible for delays due to factors including but not limited to availability of parts, availability of technicians or other factors lying outside Caterlynx’s control. Further, Caterlynx cannot be held liable for any loss of income or other harm suffered as a result of delay in repairing equipment.
How do I complete repairs if I have my own workshop?
If you have your own workshop and are an approved Caterlynx repair agent you may complete repairs under the following circumstances:
1. Caterlynx service centre must be contacted and emailed or faxed a copy of the invoice on which the item was sold to the end user reflecting the serial number.
2. The service centre will issue a job number under which you may complete the repair and which must appear on the invoice to Caterlynx for the repair.
3. Caterlynx will send the spares required to complete the repair. The spares will be charged and credited when the damaged parts are returned. The credit will not be issued if the damaged parts are not returned to Caterlynx within in 14 days of completing the repair.
Electrical Equipment
PC boards, Motors, Elements, Contractors etc. The warranty for the parts as mentioned above can ONLY be honoured if the fault is due to normal parts failure.
The warranty does not extend to wearing parts such as blades, belts, bushes, etc.
Globes, fluorescent tubes, cutting units, clutches, fuses are not covered under warranty.
Warranty for any parts as above can NOT be honoured if the failure is due to damage, abuse, incorrect application or installation, i.e. power supply, water supply, drainage, gas supply, ventilation, inconsistent power supply, wrong set up of equipment etc.
Installation of equipment must be done by a qualified technician registered with a relevant accredited body.
Any work done by a 3rd party or non-authorised repair agent on equipment which is still in the warranty period will void any warranty claims. Under no circumstances should any power supply cable which is fitted to equipment be cut and joined with another cable to lengthened or repair it.
Proof of sale, which must reflect the serial number of the equipment, will be repaired under warranty at no charge.
Replacement of parts and repairs done will only carry 3 months warranty.
Electrical & electronic parts and components are non-returnable
Spares purchased by a 3rd part are non-returnable
GAS APPLIANCES
1. Flexible hose
Any hose that is used to connect the stove to the gas system shall comply with SANS 1156-2 or BS 3212.
2. Gas cylinder
For best results we recommend that gas cylinders with a minimum capacity of 19kg be used.
3. Regulator
A 2,8 kPa LPG gas regulator which complies with SANS 1237 must be used. The bottle must be fitted with an approved regulator.
4. Gas appliances may only be installed by a registered LP Gas installer.