Repair Process
Consumer Repair Process
Valued Consumer, please kindly select one of the options below in order to view our repair processes within Home of Living Brands:
Which process are you looking for?
Step 1
One day process
Unit is received at the Home of Living Brands branch. Proof of purchase to accompany the unit, if under warranty Repair form is generated for the end consumer.
Step 2
Four day process
The unit is dispatched to Home of Living Brands repair agent. The consumer will receive an SMS and email providing them with their service request number.
Step 3
Two day process
If the unit is under warranty, the unit will be repaired at no cost to the consumer. If the unit is out of warranty, a quotation will be provided to the consumer. The consumer will receive an SMS providing the status of the repair.
Step 4
One day process
The consumer will receive an SMS advising that the repair is complete. Out of warranty repairs will be actioned once proof of payment has been received.
Step 5
Four day process
Repaired unit is dispatched to Home of Living Brands branch.
Step 6
Two day process
Unit is received at the Home of Living Brands branch. The consumer is notified so that collection can be arranged. All repairs hold a 3-month warranty.
Step 1
Two day process
Retailer to send an email to servicerepairs@holb.co.za Home of Living Brands administrator will generate a collection voucher.
Step 2
Six day process
Transporter receives the collection voucher generated and collection is arranged with the retailer.
Step 3
One day process
Transporter delivers the unit to Home of Living Brands Repair agents.
Step 4
Three day process
The unit is received and a service request is generated.
Step 5
One day process
The unit is assessed by Home of Living Brands repair agent.
Step 6
One day process
The unit is repaired.
Step 7
One day process
The proof of repair for the repaired unit is generated. The unit is collected by our transporters for delivery.
Step 8
Six day process
The transporter delivers the repaired unit back to the retailer for the consumers collection. All repairs hold a 3-month warranty.
SERVICE DEPARTMENTS
JHB Service Department
Pineslopes Shopping Centre
Cnr The Straight and Witkoppen Road
Fourways, Johannesburg
Tel: 087 245 0029
WhatsApp: 060 014 5731
CPT Service Department
Unit 1 Maitland Business Park
Mowbray Road
Maitland
Tel: (021) 552 5161
DBN Service Department
510 Chris Hani Drive
(North Coast Road)
Durban
4001
Tel: (031) 303 1163
For Spares orders” – Please click here and complete the required fields, so that one of our administrators can assist with the ordering and dispatching of your order. Home of Living Brands values you as our consumer.
Frequently Asked Questions
Warranty/Instruction Manual
I bought a unit but never registered for the extended warranty. However, the box indicates a 2-year warranty. No one at the store explained the warranty terms to me.
As a supplier, we have proactively informed our consumers about the terms and conditions of the second year by including them in the instruction manual and on the gift box, ensuring that you are well-informed as per the Consumer Protection Act.
Can you please check if my product is registered?
Please kindly forward an email to russellhobbswarranty@holb.co.za with the registered contact details, including email and name. We will check and respond with your Warranty Confirmation.
I lost my manual – can you please assist with a manual.
Please kindly forward your request to productqueries@holb.co.za and kindly advise the model number.
Repairs
Where should I take my unit for service or assessment?
The unit can be taken to the closest service center, the address of which are provided below:
Home of Living Brands JHB
West Block
Pineslopes Office Park
Cnr The Straight & Witkoppen Roads
Home of Living Brands DURBAN
510 Chris Hani Drive
(old North Coast road)
Durban
Tel: (031) 303 1163
servicedbn@holb.co.za
Our Service Centre operating hours are 08:00am – 16:30pm, Monday to FridayFourways
Johannesburg(011) 490 9600
servicejhb@holb.co.za
Our office operating hours are 7:30am – 16:00pm, Monday – Friday
Home of Living Brands CAPE TOWN
Unit 1 Maitland Business Park
Mowbray Road
Maitland, Cape Town
Tel: (021) 552 5161
servicecpt@holb.co.za
Our Service Centre operating hours are 08:00am – 16:30pm, Monday to Friday
When can I anticipate the repairs to be finished, and when should I expect to receive the quote?
Please note that all units are assessed within 10-14 days, and a quote will be provided on email and overall repairs will take up to 21 days to be completed.
Do we fetch units for repairs from the consumers?
It is advised that you take the unit to the store if it’s under warranty. If it’s out of warranty, you are to arrange to bring it to our service center.
Spares
What is the process for ordering spare parts?
To order spare parts, please visit our website https://homeoflivingbrands.com/ , go to the ‘Contact Us’ section, scroll down to ‘Get in Touch,’ fill in the required form, and submit. You will receive a response within 24 hours.
Why is a spare discontinued when it is still sold in the stores?
Kindly note that stores buy in bulk, and when the season changes, they may replace units on the shelf with units for that season. Our supplier typically provides spares for up to 5 years. Therefore, while the unit might still be sold in stores, spares may no longer be supplied due to discontinuation by our supplier.
What are the payment methods for your spares and repairs?
Please note that we only accept EFT payment to Standard Bank. Full banking details will be provided on the proforma invoice.
What must be your reference number on your spares & repair payments?
Kindly use the service request number, which looks like the following: REPAI2201SRE00000123. If Standard Bank does not accept this reference, please use one of the following reference numbers: 00002755 or 00005394.