Terms of service

Last Updated - 1 October 2026

1. About these terms

These terms apply to every visit to ormpartner.com and every order placed through it. By using the site or placing an order, you agree to them, so please read them before you buy.

The site is operated by Online Retail Management ("ORM", "we", "us"), trading since 2018.

Email	Sales@ormpartner.com
Phone and WhatsApp	+27 76 165 9135

If you buy as a consumer, you have rights under the Consumer Protection Act 68 of 2008 (CPA) and the Electronic Communications and Transactions Act 25 of 2002 (ECTA). Nothing in these terms limits or removes those rights. Where a clause below conflicts with them, the law wins.

Clauses that limit our liability or place a risk or responsibility on you are shown in bold, as section 49 of the CPA requires. Please pay particular attention to them.

How we handle your personal information is explained in our Privacy Policy, which forms part of these terms.

2. Using the site and your account

You must be 18 or older, or have a parent or guardian's consent, to place an order. You can check out as a guest or create a customer account.

You are responsible for keeping your login details private and for orders placed through your account. Tell us straight away if you think someone else has used it.

Trade accounts

Businesses can apply for a trade account to access trade pricing, quantity-break pricing and bulk quotes. We review each application and may approve or decline it at our discretion, or ask for documents such as a company registration certificate or VAT number.

Trade pricing applies only to the approved business and may not be shared or used to buy for resale on behalf of someone else without our written agreement. We may change trade pricing or close a trade account on reasonable notice, or immediately if it is misused.

The CPA does not protect juristic persons whose annual turnover or asset value is R2 million or more. If your business falls into that category, the consumer-specific rights in these terms do not apply to its purchases, but our 90-day return and 12-month warranty policies still do.

3. Products, prices and stock

We sell tools, hardware, pumps, fittings and related products from the brands shown on each product page. We describe and photograph products as accurately as we can, but colours on screen and packaging may differ slightly from what arrives. Specifications come from the manufacturer or importer; if a specification matters to your job, ask us before you order and we will check it.

All prices are in South African rand and include VAT at the current rate. Delivery charges are shown separately at checkout before you pay. Promotional prices apply only for the dates stated, or while that promotion's stock lasts.

A product shown as in stock is available to order, but we sell through more than one channel, so stock can occasionally run out between your order and our dispatch. If we cannot supply an item you ordered, we will tell you, cancel that item and refund you in full for it.

If a product is shown at an obviously wrong price because of a technical or typing error, we are not obliged to sell it at that price. We will contact you before dispatch and you can either buy at the correct price or cancel for a full refund.

4. Orders and payment

Placing an order is an offer to buy. You will receive an order confirmation email once payment succeeds, and a binding contract is formed when we dispatch your order. Before you pay, the checkout lets you review your order, correct any errors and see the full cost including delivery.

We may decline or cancel an order, with a full refund, if the product is unavailable, the price was wrong, payment fails, or we reasonably suspect fraud.

Paying

We accept payment through [ORM: payment gateway and accepted methods]. Card payments are processed by our payment provider on a secure, encrypted connection, and we never see or store your full card number.

Buy now, pay later

You may be able to pay in instalments through our buy now, pay later partner. That agreement is between you and the provider, on their terms, and they decide whether to approve you. We receive payment from them in full, so returns and refunds on instalment orders are processed through the provider back to your instalment plan.

Bulk quotes

A written bulk quote is valid for the period stated on it, or 7 days if none is stated, and is subject to stock availability when you accept it.

5. Delivery

We deliver within South Africa through our courier partners, including Fastway, The Courier Guy and MDS. Delivery costs are calculated at checkout from the weight and size of your order and your delivery area. Our delivery areas, rates and estimated timeframes are set out on our Delivery page.

We aim to dispatch in-stock orders within 2 working days of payment. Delivery dates are estimates, not guarantees. If your order has not arrived within 5 working days of the estimate, contact us and we will trace it or, if it cannot be found, replace it or refund you.

Please make sure your delivery address and contact number are correct. If a courier cannot deliver because the address is wrong or nobody is available after repeated attempts, we may charge you the cost of redelivery or the return to us.

Ownership and risk in the goods pass to you when they are delivered to your address. Check your parcel on arrival and tell us within 48 hours if it is damaged or anything is missing, so we can claim from the courier quickly. This does not affect your rights for defective goods in section 6.

Large or heavy items, such as industrial pumps, may need to be delivered to the kerbside or a ground-floor point, and may need a separate delivery arrangement which we will confirm with you.

6. Returns, refunds and warranty

You have four separate routes depending on why you are returning something. Use whichever gives you the better outcome.

Situation	Time limit	What you get
Changed your mind, or it was the wrong product for the job	90 days from delivery	Refund, exchange or store credit, if the item is unused and in its original packaging
Cooling-off right for online orders (ECTA section 44)	7 days from delivery	Full refund. You pay only the direct cost of returning the goods
Defective, unsafe or not as described (CPA section 56)	6 months from delivery	Your choice of repair, replacement or refund
Manufacturer or importer warranty	12 months from delivery	Repair or replacement under the warranty terms

Our 90-day return

Any product can be returned within 90 days of delivery, as long as it is unused, undamaged and in its original, complete packaging with all accessories, manuals and parts. Once we receive and inspect it, we will refund you to your original payment method within [ORM: refund processing timeline], or exchange it if you prefer.

Items that have been used, installed, fitted, assembled, cut to size or had fluids or fuel added cannot be returned under the 90-day policy. This includes pumps that have been connected to a water or fuel supply. These items are still covered if they are defective, as set out below.

For change-of-mind returns, you pay the cost of sending the item back to us [ORM: confirm, or state that ORM collects]. Personalised, cut-to-length or special-order items cannot be returned for change of mind.

Defective goods

If a product is defective, unsafe, or does not match its description, you may return it within 6 months of delivery, whether or not it has been used. We will repair or replace it, or refund you, at your choice, and cover the return delivery cost. This right does not apply to damage from misuse, incorrect installation, normal wear and tear, or failure to follow the manufacturer's instructions.

12-month warranty

Every product is covered by a 12-month manufacturer or importer warranty from the date of delivery, on the terms set by that manufacturer or importer. Contact us first and we will handle the claim with the supplier for you. Keep your proof of purchase, as it is needed for any claim. Where a product carries a longer manufacturer warranty, the longer period applies.

How to return something

Email Sales@ormpartner.com or WhatsApp +27 76 165 9135 with your order number, the item, and the reason for the return. We will send you return instructions and, for defective goods, arrange collection where possible.

7. Liability, content and use of the site

Using products safely

Power tools, pumps and industrial equipment can cause serious injury or damage if used incorrectly. You are responsible for following the manufacturer's instructions and safety warnings, and for having products installed by a qualified person where the law or the manufacturer requires it. If you are unsure whether a product suits your application, ask us before you buy.

Our liability

To the extent the law allows, we are not liable for indirect or consequential losses, such as lost profits, lost production, crop loss or downtime, arising from the use of, or inability to use, a product bought from us. Where we are liable, our liability is limited to the price you paid for the product concerned.

This does not limit our liability for death or injury caused by our negligence, for harm caused by defective goods under section 61 of the CPA, or for anything else the law does not allow us to exclude.

Site content

The content on ormpartner.com, including text, photographs, layout and the ORM logo, belongs to ORM or its suppliers and may not be copied or reused without permission. Brand names and logos belong to their respective owners and are used to identify the products we sell.

We aim to keep the site available and accurate, but we do not guarantee it will be uninterrupted or error-free. Links to other websites, including our marketplace stores, are provided for convenience, and we are not responsible for their content.

Acceptable use

You may not use the site to commit fraud, interfere with its security or operation, scrape its content or prices by automated means, or post unlawful or abusive material. We may suspend access or cancel orders connected to any of these.

8. Disputes, changes and contact

Complaints and disputes

If something goes wrong, contact us first and we will try to resolve it within 10 working days. If we cannot agree, consumers can refer the matter to the Consumer Goods and Services Ombud (cgso.org.za) or the National Consumer Commission (thencc.gov.za), and keep the right to approach a court.

Governing law

These terms are governed by the laws of South Africa. Subject to your rights as a consumer, disputes will be heard by the courts with jurisdiction in Gauteng, and you consent to the jurisdiction of the Magistrate's Court for matters that would otherwise exceed it.

Changes to these terms

We may update these terms from time to time. The version that applies to your order is the one shown on the site when you placed it. The date at the top shows when these terms were last changed.