Return policy

I had bought an Alva gas heater in April this year 2020 at Pick N'Pay Canal Walk but then the gas heater gave problems i could see the fire in between the bars. 05.05.20 I sent it back but then I'm told I will not be able to exchange nor get a refund becouse I do not have the Box they can only send it for repairs, when I asked the reason for not exchanging or refund I was told it's the policy. 1 the cashier never mentioned anything of keeping the box incase of something happening to the heater. 2. I know nothing about pick n pay policy nor it is written on the back of your till slips. 3.i was promised a call back as to what will happen and how long but I've heard nothing regarding of what is happening with the heater that I payed for cash and how long it will take. 4. It seems like Pick n pay is selling us Quantity instead of QAULITY coz it took less than 5months for what I bought to give me problems. 5. I'm very much disappointed in your service and you have lost one customer in me