Terms and Conditions

Refund Policy

This is issued in accordance with the Consumer Protection Act 68 of 2008 (“CPA”) of the Republic of South Africa and applies to all customers who purchase goods or services from the Company.

Customers are entitled to fair, transparent and lawful treatment in relation to refunds, returns and cancellations, as provided for under South African law. This policy sets out when refunds may be granted, the process to request a refund, and the limitations applicable to such refunds.

The Company supplies goods and services that may be custom-made, specialised, manufactured to specification, installed, or delivered at customer premises. As a result, refunds are subject to the nature of the goods or services supplied, statutory requirements, and the circumstances giving rise to the refund request. Where goods are defective, unsafe, or not of good quality as contemplated in section 55 of the CPA, the customer is entitled, within six (6) months from the date of delivery, to return the goods at the Company’s expense and to elect one of the following remedies as provided for in section 56 of the CPA: repair of the goods, replacement of the goods, or a refund of the purchase price. The Company reserves the right to inspect and verify the alleged defect before processing any refund.

Where a refund is granted for defective goods, such refund shall be limited to the price actually paid for the goods and shall not include consequential losses, loss of profit, or damages not recoverable under the CPA.

If goods are returned because they are unsuitable for the customer’s particular purpose and such purpose was not expressly communicated to and accepted by the Company prior to purchase, the Company shall not be obliged to provide a refund, unless required by law.

No refunds will be issued for goods that are custom-made, manufactured to the customer’s specifications, or specially ordered, unless the goods are defective or fail to comply with the CPA. This includes, but is not limited to, custom-sized products, engineered components, special finishes, or goods ordered in accordance with approved drawings, specifications or measurements provided or approved by the customer, as contemplated in section 17(2)(c) of the CPA.

No refunds will be granted for services that have already been rendered, commenced, or substantially performed with the customer’s consent, including design, site assessments, delivery, installation, or engineering-related services, unless required by law.

Where a customer cancels an order prior to delivery or performance of services, the Company may charge a reasonable cancellation fee in accordance with section 17(3) of the CPA, taking into account costs already incurred, administrative costs, manufacturing or procurement costs, and the likelihood of reselling the goods.

Refunds will not be granted where goods have been damaged due to misuse, overloading, impact damage, unauthorised modification, incorrect installation not performed by the Company, or failure to comply with usage instructions, load ratings, safety warnings or applicable standards. The Company will not accept returns or issue refunds for goods that have been used, altered, installed, or partially installed, unless the return is based on a defect contemplated in the CPA.

All refund requests must be submitted in writing, together with proof of purchase and a clear explanation of the reason for the return or refund request. The Company may require the goods to be returned for inspection before a decision is made.

Approved refunds will be processed using the original method of payment, where reasonably possible, within a reasonable time period after approval. The Company does not guarantee immediate processing and shall not be liable for delays caused by banking institutions or third-party payment providers. Nothing in this policy is intended to limit, waive or exclude any rights afforded to consumers under the CPA. Where this policy conflicts with the CPA, the provisions of the CPA shall prevail.