Start With the Order Details and Issue Type
Before sending anything back, check the invoice, delivery note and item condition so we can identify the correct next step. Most issues fall into one of three groups: a wrong item supplied, a damage claim from courier handling, or a return because the product is unsuitable for the job.
Please email orders@jameson.co.za with your order number, contact name, a short note explaining the problem, and clear photos where needed. If the item arrived in sealed packaging, keep all packaging intact until we confirm the process. That helps us verify the item and speeds things up.
- Include the invoice number or order number
- Tell us if the issue was on delivery, on unpacking, or after use
- Attach photos of the item, packaging and any visible damage
- Do not send goods back before you receive return instructions
If the order was collected in Pinetown, New Germany or Westmead, bring the paperwork with you so our team can compare the stock and the paperwork on site. A quick check upfront avoids delays later.
Damaged, Missing or Incorrect Items
If a parcel arrives damaged, opened, or with items missing, let us know within 48 hours of delivery. Courier claims are time sensitive and early reporting makes it easier to trace the shipment and handle the claim correctly. For incorrect items, keep the product unused and in the original packaging where possible.
- Take photos of the outer carton, inner packaging and the item itself
- Note any shortage against the packing list before using the goods
- Keep loose parts, bits and accessories together in one bag or box
- For missing stock, check the box contents carefully first, then report the issue
Where we supplied the wrong item, we will arrange the correction once the stock has been confirmed. If the issue came from courier damage, we will advise on the next step and whether collection or replacement is the fastest option. In many cases we can resolve this without a long wait, which matters when a workshop is down and the job must carry on.
For customers in Durban North, Umhlanga and surrounding areas, courier turnaround is usually quicker when the parcel can be inspected the same day it is reported. If you are working through load-shedding or a tight site deadline, tell us so we can prioritise the matter where possible.
Unwanted Returns and Exchange Conditions
We understand that sometimes a tool, accessory or kit is simply not the right fit. Unused goods may be considered for return or exchange if they are in resellable condition, with original packaging and all supplied parts included. Return approval depends on the item type and the condition it comes back in.
Items that have been fitted, modified, used on site, or exposed to dust, oil, moisture or workshop contamination may not qualify. This is especially important for items used in coastal areas where humidity can affect packaging and metal surfaces quickly. Please keep products dry and clean while the return is being arranged.
- Returns must be requested before sending the item back
- Packaging, manuals and accessories should be returned together
- Special order goods may have different return terms
- Courier charges for unwanted returns may be for the customer unless otherwise agreed
If you are not sure whether an item can be exchanged, send us the product details and we will advise. A quick call or email can save a lot of back and forth and help you choose the right replacement the first time.
Courier Return Process From Durban and Nationwide
Most returns from outside Pinetown are handled by courier coordination, while local customers can drop off by arrangement. We will confirm the return method by email and, where needed, provide the delivery address and reference details. Please mark the parcel clearly so it can be matched to the correct order when it arrives.
When packing the return, use a strong outer box, bubble wrap or paper fill, and tape the parcel well. Tool corners, drill bits, blades and accessory cases can shift in transit if the box is loose, so good packing helps protect the item. If you still have the original carton, use it inside a second box for extra protection.
- Wait for approval before booking or sending courier collections
- Write the return reference on the outside of the parcel
- Keep the waybill or courier proof until the matter is closed
- Allow extra time during peak season or public holiday periods
Once the parcel reaches us, we check the item against the return request and confirm the next step. If an exchange is approved, we will let you know whether the replacement can go out immediately or after the return is inspected. Our team handles this from Pinetown and works with customers across the country.
Warranty, Faults and Wear Over Time
Not every fault is a return. Some items may be covered by a supplier warranty, while others may fail because of normal wear, poor storage, incorrect use or unsuitable application. We assess these cases one by one and may ask for photos, a short description of the fault, or proof of purchase.
Examples of common workshop issues include stripped bits, worn cutting edges, cracked handles and battery tool performance affected by heat, dust or repeated overloading. Those signs help us decide whether the matter is a warranty query, a replacement request, or simply normal wear and tear. If you are unsure, send the item details and we will guide you.
Where a fault is confirmed, we will explain the available remedy. That may be a replacement, repair referral, or a different item if the original is no longer suitable. If the item has been used beyond normal intended limits, or stored in damp conditions, the result may differ. It helps to keep tools dry and cleaned after use, especially in coastal conditions.
How Refunds and Exchanges Are Finalised
Once a return has been approved and received back in acceptable condition, we process the outcome as quickly as possible. If a refund is due, it is handled back to the original payment method where practical. If an exchange is approved, the replacement item is arranged once stock and the return inspection are confirmed.
Please note that processing time can vary depending on bank turnaround, courier collection timing and the nature of the item. We will keep you updated by email so you know what is happening at each stage. If there is a balance to pay on an exchange, we will confirm that before dispatch.
- Refunds are only processed after approval and inspection
- Courier delays can affect turnaround time
- Any additional freight charges will be confirmed upfront
- Trade account customers should quote the account name on all correspondence
Our aim is to keep the process clear and fair. If there is any uncertainty, we would rather explain the issue properly than rush a decision and create more work for you later.
