Frequently Asked Questions
Answers to the questions we get asked most.
Who We Are
Who is Online Retail Management?
We are a Johannesburg based supplier of tools, hardware, plumbing, pumps and industrial equipment, trading since 2018. Our range covers 22 departments and more than 16,000 products from 179 brands, from everyday consumables like drill bits and abrasives to professional pumps and workshop equipment.
Are you the same seller I have bought from on Takealot?
Yes. We have sold on Takealot as Online Retail Management since 2018, serving thousands of customers across South Africa. This is our own store, where you buy the same products directly from us. Because no marketplace fees are added here, buying direct is where you will find our best prices.
Where are you based?
We operate from Johannesburg and deliver to every province in South Africa. Every order is packed and dispatched from our own warehouse.
Ordering & Payment
What payment methods do you accept?
We accept Visa, Mastercard, instant EFT. All payments are processed through a secure, encrypted checkout. We never store your card details.
Delivery
How much does delivery cost?
Delivery is calculated at checkout based on your delivery area and the weight of your order.
How long does delivery take?
Orders are dispatched from our Johannesburg warehouse. Delivery takes 3 - 5 business days.
How do I track my order?
You will receive a tracking number by email as soon as your order is dispatched.
Returns
What is your returns policy?
You have 90 days to return any product, as long as it is unused and in its original packaging. Most retailers give you 14 days. We give you three months, because we would rather you buy with confidence than buy in a hurry.
How do I return an item?
Contact us on WhatsApp or email with your order number and the reason for the return. We will confirm the return, arrange the details with you and process your refund once the item reaches us and passes inspection.
When will I receive my refund?
Refunds are processed within 14 business days of the returned item passing inspection, paid back through your original payment method.
Warranty
What warranty do your products carry?
Every product we sell carries a 1 year manufacturer or importer warranty. It applies across the full range, from hand tools to industrial pumps, and covers manufacturing defects and faults that appear under normal use.
How do I make a warranty claim?
Contact us with your order number and a short description of the fault, with photos if possible. We handle the claim with the manufacturer or importer on your behalf and arrange a repair or replacement. Keep your proof of purchase, which is your invoice from us.
What does the warranty not cover?
Normal wear on consumable parts such as blades, bits and brushes, damage caused by misuse or incorrect installation, and products that have been opened or repaired by an unauthorised third party.
Stock & Products
Is everything on the website in stock?
Every product page shows a live stock status. If a product is marked in stock, it is available to order and ready to dispatch.
Can you help me choose the right product?
Yes, and we would rather you ask than guess. Message us on WhatsApp with what you are trying to do and we will point you to the right product, whether that is matching a pump to a borehole depth or finding the correct blade for your saw.
Do you stock spares, accessories and consumables?
Yes, this is the core of what we do. Drill bits, cutting discs, abrasives, blades, fittings and replacement parts across 179 brands. If you cannot find a specific part on the site, send us the details and we will source it where possible.
Still Have A Question
Message us on WhatsApp and a real person from our Johannesburg team will answer you. No bots, no ticket numbers.
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