Last updated: 26 August 2026
Industrial Catalysts and Resources (Pty) Ltd (“ICR”) wants customers to receive the correct products in good condition. This policy applies to purchases made through our website or directly from ICR and operates alongside rights available under the Consumer Protection Act 68 of 2008 and other applicable South African law.
1. Report a problem
Please inspect goods as soon as they are delivered or collected. Report incorrect, damaged, defective or short-delivered goods to quotes@industrial-resources.co.za within 48 hours where reasonably possible. Include the order or invoice number, product details, quantity affected and clear photographs. A delayed report does not remove any non-waivable legal right.
2. Change-of-mind returns
Contact us within 14 calendar days of delivery or collection to request a change-of-mind return. Approval must be obtained before goods are sent back. Products must be unused, complete, undamaged, in resalable condition and in their original sealed packaging. The customer is responsible for approved return transport and related risk unless the return results from an ICR error or a defective product.
3. Goods that cannot normally be returned
- Opened, worn or used PPE, respirators, masks, gloves, hygiene or personal-care products where health and safety restrictions apply.
- Opened chemicals, liquids, aerosols, hazardous materials or products with broken safety seals.
- Products mixed, diluted, altered, installed or used contrary to instructions.
- Custom-branded, specially manufactured, cut-to-size, configured or special-order goods sourced specifically for the customer.
- Clearance goods sold as imperfect where the stated defect was disclosed before purchase.
These exclusions do not apply where goods are defective, unsafe, incorrectly supplied or where applicable law provides a right to return them.
4. Defective or incorrect goods
If an inspection confirms that goods are defective, unsafe, damaged before delivery or materially different from what was ordered, ICR will provide an appropriate remedy as required by law, which may include repair, replacement, exchange, credit or refund. Manufacturer warranties may also apply. Damage caused by misuse, incorrect storage, normal wear, unauthorised modification or failure to follow product instructions is not treated as an inherent defect.
5. Return authorisation and inspection
Do not send goods to ICR without written return authorisation and return instructions. Approved returns may be delivered to or collected from 66 Matlejoane Street, Saulsville, Pretoria, by prior arrangement. We will inspect returned goods before confirming the remedy. Include proof of purchase and all accessories, manuals and packaging supplied with the product.
6. Refunds
Approved refunds will ordinarily be paid to the original payment method or nominated verified bank account. EFT refunds may require confirmation of banking details through a secure process. Processing times depend on the bank or payment provider. Original delivery charges are refundable where the return results from defective, damaged or incorrectly supplied goods; otherwise they are normally non-refundable.
7. Cancellations and special orders
Contact us promptly if you need to cancel an order. A standard-stock order may be cancelled before dispatch, subject to any unavoidable payment-gateway or supplier charges permitted by law. Once a custom, branded or special-order product has entered procurement or production, cancellation may be refused or reasonable costs already incurred may be deducted, subject to applicable law and the agreed quotation.
8. Exchanges
Approved exchanges depend on stock availability. Where the replacement has a different price, the customer must pay the difference or ICR will refund the approved balance. Replacement delivery or collection arrangements will be confirmed in writing.
9. Contact us
Email quotes@industrial-resources.co.za, call 063 987 3281, or use our Contact/RFQ form. Please quote your order, invoice or RFQ reference.
