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FAQs

For product-related queries, please contact one of our branches
For assistance with placing an order, please contact online@magnetgroup.co.za

General

Q: How can I order?

A: You can order easily using our online platform. When you find a product you need, you can add it to cart, login and go through the ordering process. After the order is ready, you will receive order summary to your email. Order summary will also be stored to your account.

You can also easily make reorders afterwards by clicking the “reorder” button on any of your previously made orders. After clicking the “reorder” button the cart will open and you can change quantities or products.

Q: Why should I buy online?

A: Speeding up the process. By ordering online you will you will get prices faster and you will be able to go through order confirmation and payment process much faster. This could save days of your time.

Traceability: You will have easy access to all of your previous orders any time you want.

Reordering: you can make a re-order anytime based on your previous orders by only couple of clicks. This will save time and effort as you don’t need to go through all the documents and emails from the past.

Q: What information should I input when ordering?

A: our online ordering system will ask for all the important information you should submit such as your personal information for ordering purposes.

Q: What are the terms and conditions?

A: You can see the terms and conditions here. You agree to the terms and conditions when registering to use our online store.

Q: Do I have to order online?

A: No. You can also send your order to dbnsales@magnetgroup.co.za or by calling. Online ordering is preferred in most cases because by ordering online, you will save time, you will have easier payment process and all the information about the order will be accessible for you anytime. Also if you want to make same order later, you can use “reorder” feature.

Q: How to contact customer service?

A: If you have questions regarding our online store (ordering, account questions, technical questions), please contact online@magnetgroup.co.za

Q: How do I know what back-up power system or product I need?

A: Use our Power Profile Tool. Need further technical assistance? Contact one of our branches.

Q: I don’t live in South Africa. Can I still purchase from the Magnet Store?

A: Yes. However, you will need to arrange collection from a designated point. Refer to the online T’s and C’s, or contact online@magnetgroup.co.za for assistance.

My account

Q: How do I create an account?

A: On the top right hand corner of the home page, click “register”. Select whether or not you are an existing Magnet account holder, and then just follow the prompts and fill in all the requested information. After submitting the form, your account will be confirmed and you will be notified. Note that if you are a Magnet account holder, you will receive an email with a PDF attachment that will need to be completed and returned to us. Account activation thereafter can take up to 24hours.

Q: How can I retrieve my password?

A: You can retrieve your password by clicking “forgot password?” Instruction on password retrieval will be send to your email.

Q: How do I change my personal details or email address?

A: You can easily change all your information on your account. Go to login page (page) and log in, then click “my account” and “edit”. Here you can change all your contact information.

Q: Security

Our web store is secured with SSL certificate. This is important because the information you send on the Internet is passed from computer to computer to get to the web store server,
i.e. any computer in between you and the server can see your information unless it is encrypted with an SSL certificate. When an SSL certificate is used, the information sent becomes unreadable to everyone except for the web store server. This protects it from hackers and identity thieves snooping on the network.

Orders

Q: How do I build a quotation?

Add items to your cart. Once in your cart, select ‘Quotation’ from the tool bar on the right. Items in your cart will then be placed on a quotation and emailed to you.

Q: How do I convert a quotation to an order?

A: Access ‘My Quotes’ under ‘My Account’. Click ‘Quote Details’ and then click ‘Create Order’ on the top right. Your quotation will be converted to an order. Follow the prompts to complete the order and payment. Should you require further assistance, contact online@magnetgroup.co.za

Q: How do I know if you have the product in stock?

A: All the products which are shown on our site indicate the quantity of stock available. Order lead time depends on the products and quantity in stock.

Q: How do I know if you have the product in stock?

A: All the products which are shown on our site indicate the quantity of stock available. Order lead time depends on the products and quantity in stock.

Q: Can I place bulk orders online?

A: When adding the quantity of items to your cart, you will be notified if the quantity required constitutes a bulk order. In this instance, you will be prompted to contact online@magnetgroup.co.za directly to order in bulk.

Payment

Q: What payment methods can I use?

A: You can use all the major credit cards.

If you are a customer with established customer relationship with Magnet and have an account with us, then orders will be automatically be placed on your accounts records.

Q: Is VAT charged?

A: Yes, 15% vat will be charged on all orders

Q: What should I do if the payment is not accepted?

A: Please try again in a little while. If the payment is still not accepted, please verify your account balance. If everything is as it should, but you still can't make the payment, please contact online@magnetgroup.co.za about the problem. We can then manage the order manually.

Delivery

Q: How can I change delivery address?

A: Sign in to your account and go to “my account”. On “my account” you can change all your contact information.

Q: Can I change the delivery address after an order has been placed?

A: Yes. You can simply email your order number to online@magnetgroup.co.za and advise new address. This may be subject to how far along your order has been processed and whether new delivery charges apply.

Q: What are the delivery charges?

A: Delivery charges are dependent on the shipment requirements. If the products on your order are due to special requirements (for example weight) extra fee will be added to the shipment charges. You can see the shipping fees on the checkout process before the payment is made.

Q: Can I track my order?

A: We will send you the tracking code of the shipment when the parcel has been sent. You will then be able to track your delivery on the courier’s website.

Q: How long will it take for me to receive my order?

A: Shipping time will be confirmed on the order confirmation document.

Q: How much will delivery cost?

A: Shipping costs are dependent on your location and products on your order. Our online store shows the shipping fee and shipping cost automatically on the checkout.

Order cancellations and returns

Q: Can I cancel my order?

A: If you want to cancel your order, please do so as soon as possible. If we have already processed your order, you need to contact us and return the product. Please contact online@magnetgroup.co.za

Q: Can I return a product?

A: Yes. Please first familiarise yourself with our returns policy. If you would like to return a product, please contact online@magnetgroup.co.za