Effective date: 13 October 2025
Engol supplies high-performance oils, greases, and utility products to industrial and automotive customers. Because these products are hazardous, safety-critical, and susceptible to contamination, we do not accept returns or exchanges for change-of-mind or incorrectly ordered items. This policy applies to all purchases made via engolgroup.com or directly with Engol. Engol
Nothing in this policy limits any non-excludable rights you may have under applicable consumer protection laws in your jurisdiction (e.g., rights relating to defective or unsafe goods). Where those rights apply, we will meet them.
1) No Returns — Final Sale
- All sales of oils, lubricants, greases, coolants, and related utility products are final and non-returnable due to safety, quality control, and environmental regulations.
- We cannot accept products that have been opened, unsealed, connected to equipment, partially used, or re-containerised under any circumstances.
2) If We Made a Mistake or Goods Arrive Damaged
While we don’t do returns, we will put things right if:
- You receive the wrong item compared with your invoice; or
- Goods arrive damaged/leaking due to transit.
What to do:
- Report within 48 hours of delivery with your order number.
- Provide clear photos of the outer packaging, labels (batch/lot), seals, and the affected items.
- Keep all packaging for inspection.
If the issue is confirmed, we will arrange one of the following at our cost: replacement, collection and safe disposal, or account credit (at Engol’s discretion). Please do not ship anything back unless we authorise a collection—unauthorised shipments will be refused for safety reasons.
3) Product Quality Concerns
If you believe a product is defective or out of specification:
- Stop using it immediately and isolate the container.
- Contact us within 7 days of noticing the problem (and ideally before more than 10% of the product is consumed).
- We may request a sealed sample and supporting information (batch number, equipment details, operating conditions) for technical evaluation against the product’s spec/MSDS. (Engol publishes product technical/safety sheets for many items.) Agrinet+1
If a manufacturing defect is verified, we will provide a replacement product or credit and manage safe disposal of the affected stock where required.
4) Cancellations
- Before dispatch: You may request a cancellation; if approved, we’ll issue a full credit.
- After dispatch/ready for collection: Orders cannot be cancelled.
5) Conditions & Exclusions
- Storage & handling: Claims are not accepted where products were stored or handled contrary to guidance (e.g., exposure to moisture, dust, or incompatible containers).
- Opened/tampered containers: Not eligible.
- Custom blends/special orders/bulk deliveries: Final sale once produced/loaded—no cancellation or return.
- Compatibility & application: Please confirm suitability for your equipment before purchase. Our team can assist with product selection.
6) Delivery & Risk
- Risk passes on delivery to the address specified or on collection by your carrier. Please inspect on delivery and note any shortages or visible damage on the proof-of-delivery.
7) Environmental & Safety
Lubricants and chemicals must be disposed of responsibly. If Engol authorises a collection due to damage or defect, we will handle safe disposal in line with hazardous-materials requirements. (See product MSDS/technical sheets for hazards and handling.) Agrinet+1
8) How to Reach Us
- Phone: +27 (0) 32 815 0601
- Email: info@engolgroup.com or sales@engolgroup.com
(Use your order number and include photos and batch/lot numbers where relevant.) Engol+1
Quick Summary
- No returns or exchanges for any oils/greases/utility products.
- We’ll replace/credit if we shipped the wrong product or it arrives damaged—report within 48 hours with photos.
- Quality concern? Stop use, contact us promptly; we’ll evaluate and, if confirmed, replace/credit and manage safe disposal.
- Don’t send items back without written authorisation.