FAQs

Can I share my experience or give feedback?

  • Yes! We welcome and encourage customer feedback. It helps us to better understand the needs of our customers and to improve our products.
  • You may email or whatsapp us your feedback.
  • We would appreciate photos and video of how you used the product and the results.
  • Please note: we may use your photos or video on our Facebook page, Youtube channel or for other marketing purposes. Please do not send us photos or video that you would not want us to use in this way.

What are the shipping options?

  • Shipping costs are automatically calculated upon checkout.
  • We make use of The Courier Guy for all our deliveries.
  • Standard shipping costs applies only to residential street addresses. If you live on a plot or farm please make sure to tick the Plot / Farm box during checkout.
  • Ownership of goods transfers to you once the goods leave our premises, whether you collect yourself or it’s collected by a courier service.
  • Damages incurred due to courier error is not covered under our standard warranty. The Courier Guy has a standard claim limit of R1000, if you require full coverage please select the Shipping Insurance option upon checkout.

When will I receive my order?

  • Delivery typically takes 3 to 5 business days from the time of the order and payment, though this may vary.
  • For the larger planters we need to build a cargo frame for transport, so there is a standard lead time of two weeks.

What do I do if I don’t receive my order?

Let us know about the situation as soon as possible, then we will get in contact with the courier company and track down the package. We also provide the tracking number upon completion of your order, so you can track it yourself at The Courier Guy.

How do I make changes to an order I’ve already placed?

Contact us as soon as possible. If the order hasn’t been collected by the courier yet we would be happy to edit the order for you. Otherwise shipping charges for the return and re-shipment will apply.

Where are you located?

We are based on a small holding just outside Potchefstroom, North West.

What is your warranty?

Our products carry a six months manufacturer’s warranty. If a component breaks or malfunctions due to poor workmanship, faulty manufacturing, or a material defect within that period we will replace it free of charge. This is subject to the product being used:

  • in accordance with normal, reasonable, acceptable purposes of the product
  • in accordance with normal common sense
  • in accordance with the instructions and guidelines found in the user manual.

The following are not covered by the warranty:

  • Normal wear and tear.
    • Inflatable tires.
  • Damage resulting from incorrect assembly by the user.
  • Damage resulting from lack of maintenance.
  • Damage resulting from negligence on the part of the user.
  • Damage resulting, directly or indirectly, from continued use with a worn or defective component.
  • Damage resulting from using a tractor or traction method that does not match the implement type or size according to it’s specifications.
  • Damage resulting from modifications made to the product without written consent from the manufacturer.
  • Defects that occur while the product already displays signs of excessive usage (e.g. above-normal wear / above-normal paint damage, etc).
  • Damage / breakage resulting from misuse of the product.
    Misuse is defined as: being used differently or for different purposes than the product was intended for; being used in a way or for purposes that defies common sense or reason; being used differently than laid out in the user manual.
  • Damage resulting from fire, flooding, civil disturbance, criminal acts, or acts of God.

What is your return policy?

  • If a product is received in a damaged condition, please contact us within 5 working days and before the product is used. We will replace the damaged component free of charge.
  • We will require proof of the defect/damage in the form of photos or video that may be sent to us via email or WhatsApp.
  • If a customer feels that our product does not perform as advertised, proof must be supplied in the form of photos or video that may be sent to us via WhatsApp or email. We will analyse the situation, and if the customer has been misled by our marketing efforts, we will consider, without obligation, a return and refund.
  • In case of extreme and unforeseen events that prevents a customer from using the product at all, we will consider, without any obligation, refunding the customer under the condition that there is a valid reason for returning the product. We will not consider reasons such as: “I changed my plans”, “I need my money for something else” or “I don’t like it”. Examples of reasons we may consider are: “I lost my farm” or “I fell terminally ill”.

Returns and refunds are subject to the following conditions:

  • The product must be returned to us in the original, unused, undamaged condition with all of its parts.
  • We must receive the product back within 10 working days of the date on the invoice.
  • The customer will be responsible for organising the return and will carry all shipping costs.
  • The value of all damages, missing parts, or efforts from our side will be calculated, the sum will be deducted from the value of the product, and the balance will be refunded.
  • A minimum handling fee of 10% will be charged.
  • Once we have checked and verified that the product adheres to the above conditions, we will refund the customer within 5 working days via EFT payment.
  • The customer must supply us with the full details of the bank account from which the original payment was made. We will will not pay into any other bank account or by means of alternative methods (like cash).
  • Normal bank rules, rates, and lead times will apply.

What happens if my vegetables/maize doesn’t grow as I expected?

Disclaimer:

  • The customer uses our equipment at own risk. Eden Equip and our staff will not be liable for crop failures or other losses, material damages, or personal injuries resulting from the use of equipment purchased from us, as the equipment is used outside of our supervision.
  • We share our expertise, experience, and advice free of charge, but customers are responsible for doing their own research. If you feel uncertain, we recommend that you consult the appropriate agricultural specialists or consultants (seed / herbicide / fertiliser / horticulture / organic farming, etc.).

How do I contact your company if my question isn’t answered here?