Frequently Asked Questions

I used the ‘Make An Offer’ feature on a product and it was added to my shopping cart, why?

If the supplier specified a minimum amount a product may be sold for and your offer is within this limit, then your offer is automatically accepted and added to your shopping cart and after checkout and payment, the product will be shipped to you (should shipping be needed, if not a downloadable product etc.).

Why don’t all products and services have the Make An Offer option?

Some suppliers have listed their products and services at the lowest price available and cannot offer more discounts.  If a product is available in limited quantities, it may also not feature the Make An Offer option.

What Shipping Methods Are Available?

We use all types of land, sea and air delivery, postal services, delivery and express services, if it’s available to us and convenient for you, we’ll use it.

Do You Ship Internationally?

If it needs to be delivered to you and there’s a way to get it to you, we will get it to you.  There is a Quote First for Delivery option if delivery of the product / service is required and we haven’t covered your area in the delivery options.

How long does the refund process take?

When we receive your returned goods we will refund part of the purchase price within 14 days. This must be to the person who originally placed and paid for the order. Normally this happens within 2-3 working days from receiving your goods back at our warehouse.

Please include your order reference number in all your communications with us. It helps to avoid unneccessary time delays.
Also, please ensure you retain the proof of postage and keep it until we have received your returned goods and that the refund has been actioned. Please note: International refunds may take a little longer to be delivered and processed.

How to avoid return delays?

Please remeber to include your order reference number in ALL your communications with us.   This helps avoiding unnecessary time delays.
Also, please retain your proof of postage.  Keep it until we have received your returned goods and that your refund has been actioned.  International refunds may take a little longer to be delivered to our warehouse and to be processed.

What is the equest money back guarantee all about?

Whilst we endeavour to finalise every equest, it may just be that we cannot find usable information on a specific topic.

In this case we provide a money back guarantee.

The money back guarantee does not extend to other products or services purchased on this website.  It is only intended for use with the equest request service itself.

How long are equests valid for?

6 months from date of initial submission.

A user may also alter this to a shorter period, although for the money back guarantee to be in effect, a period of 6 months is required if a client requests their money back.

How do I know my returns have been refunded?

We will email your refund confirmation when your items have been refunded. It takes a few working days for the money to be deposited into your account.

What is a credit?

Sometimes credit is given instead of a refund or exchange. You will receive a Voucher Code which will be emailed to you for use on the website at your leisure.

I returned my order within 28 days, what happens now?

If you return your order or part of your order within 28 days from date of despatch, you can request a refund, exchange or credit for the item returned. All refunds will be credited to the original payment method specified when the order was paid for.

Will my credit card details be safe?

Equest.co.za does not store your credit card details. All payment processing is managed by PayFast.co.za, easy, secure and instant transfer of money between online buyers and sellers.

For your online transaction protection, our web site uses high level SSL encryption technology provided by Thawte, a leading global Certification Authority. You can rest assured that we take your privacy and security very seriously.

Payment methods accepted

Via PayFast.co.za, we accept the following payment methods:

• Visa
• Mastercard
• EFT
• PayPal – coming soon!

Please call us if you want to pay by any other method. We can also process your order over the telephone.

When will my bank account be charged?

Payment is usually charged immediately after security checks that PayFast receives from your bank, when the payment is authorised.

Why has my credit card been declined?

If you’re having problems putting an order through, there could be a number of reasons why your credit card is declined.

• Not enough funds available on the card. Please contact your bank.

• If you bank feels the transaction is outside of your normal spending habits, they may block your account. Please contact your bank. If the problem existed at PayFast.co.za, they will resolve the issue by contacting you.