The Build Shop® Refund & Returns Policy

1. Introduction

At The Build Shop®, customer satisfaction is important to us. We understand that there may be occasions where a product needs to be returned or a refund requested. This Refund & Returns Policy outlines the procedures, requirements and responsibilities relating to returns, replacements and refunds for products purchased from The Build Shop®.

Our objective is to provide a fair and transparent process that protects both our customers and our business while ensuring compliance with applicable South African consumer legislation. Every return request is individually assessed before a final decision is made.

2. Return Eligibility

Customers may request a return within 15 calendar days from the date on which the order was delivered. Requests received after this period may not qualify for a return or refund unless otherwise required by applicable law.

Initiating a return request does not automatically constitute approval of the return. All requests are reviewed by The Build Shop® before collection arrangements are made and before any refund or replacement is authorised.

3. Condition of Returned Products

Products must be returned in substantially the same condition in which they were delivered. Returned items should be complete, unused where reasonably possible, free from unnecessary damage and accompanied by all components originally supplied.

Products must be returned in their original packaging. Customers are only required to securely reseal the packaging before collection. It is not necessary for customers to provide their own courier labels, as The Build Shop® will supply the required return documentation where applicable. Should a customer be unable to print the documentation, the collecting courier will attach the appropriate shipping label during collection.

4. Complete Product Returns

Products must always be returned in their entirety. Where a product consists of multiple components, accessories, fittings, manuals, promotional items or bundled products, every item originally supplied must be returned together as a complete unit.

The Build Shop® does not accept partial returns of bundled products. For example, where a customer purchases a product bundle, the complete bundle must be returned. Individual items forming part of a bundle cannot be returned separately for a partial refund or replacement.

5. Collection of Approved Returns

Once a return request has been approved, The Build Shop® will arrange collection of the goods using one of our authorised logistics partners. Collections are generally performed by The Courier Guy, although DPD Laser or another approved logistics provider may be utilised where operationally appropriate.

The initial authorised return collection arranged by The Build Shop® is provided at no cost to the customer. Customers should ensure that the parcel is securely packaged and available for collection at the agreed address and time.

6. Return Assessments

Every returned product undergoes an inspection upon arrival at our facilities. During this assessment we verify that the correct product has been returned, that all original contents are present, that the packaging corresponds with the original shipment and that the product has not sustained damage beyond normal inspection.

The purpose of this assessment is to ensure fairness to both our customers and The Build Shop®. Where returned products are incomplete, significantly damaged, altered or otherwise fail to satisfy the requirements of this Policy, the return request may be declined or an alternative resolution may be proposed where appropriate.

7. Incorrect Products and Delivery Errors

If The Build Shop® has supplied an incorrect product, incorrect quantity or an order that does not correspond with the confirmed purchase, we will investigate the matter promptly and arrange an appropriate resolution. Where the return is approved as a result of our error, The Build Shop® will cover the reasonable cost of collecting the incorrect goods.

Customers are encouraged to notify us as soon as reasonably possible after discovering any discrepancy to enable a prompt investigation and resolution.

8. Damaged Products During Delivery

The Build Shop® takes great care in preparing and packaging all orders before dispatch. In the unlikely event that a product is damaged during transportation by The Courier Guy, DPD Laser or another authorised logistics partner, the customer will not automatically be held responsible for the damage.

Once a damaged delivery is reported, The Build Shop® will conduct an investigation together with the relevant logistics partner to determine the cause of the damage and the appropriate resolution. Customers may be requested to provide photographs, videos or additional information to assist with the investigation process.

Customers should not discard damaged packaging or products until the investigation has been completed, as these items may be required as supporting evidence by the courier or insurance provider.

9. Replacement Requests

Where a return request is approved and a customer chooses a replacement product instead of a refund, The Build Shop® will assist with arranging the replacement process. The customer will be responsible for the courier costs associated with delivering the replacement product.

Should a replacement product subsequently be returned, the customer will also be responsible for the courier costs associated with returning that replacement item, unless the return is the result of an error by The Build Shop® or another circumstance covered by applicable consumer protection legislation.

10. Refund Process

Once a returned product has been received, inspected and approved, The Build Shop® will process the applicable refund. Refund approval is subject to the returned product meeting the requirements outlined within this Policy.

Approved refunds will generally be processed back to the original payment method used during checkout. Where payment was made by card, the refund will be returned through the applicable payment channel. Where a card refund is not reasonably possible, The Build Shop® may request the customer's banking details to process an EFT refund directly into the customer's bank account.

Once a refund has been processed by The Build Shop®, funds generally reflect within approximately 3 business days. The exact timeframe may vary depending on the customer's bank, payment provider and financial institution processing times.

11. Return Investigation Timeframes

The Build Shop® aims to handle every return request efficiently and transparently. From the date a customer initiates a return request, we aim to communicate the outcome of the investigation within 7 business days.

This timeframe allows us to arrange collection, assess the returned goods, verify the condition of the products and determine the most appropriate resolution. Customers will be kept informed throughout the process where additional information or action is required.

12. Customer Responsibilities

Customers are responsible for ensuring that products are selected correctly before completing an order. This includes confirming product specifications, measurements, compatibility, quantities and suitability for the intended application.

Where a customer requests a return for reasons unrelated to an error by The Build Shop®, the returned product must still comply with the requirements of this Policy, including being complete, securely packaged and returned with all original contents supplied.

Customers are also responsible for ensuring that products remain safely stored and protected from damage while awaiting collection after a return has been approved.

13. Exclusions and Non-Qualifying Returns

A return request may be declined where products are incomplete, damaged through customer handling, modified, installed, used beyond reasonable inspection, missing original components or not returned in the condition in which they were supplied.

Certain products may also be subject to additional limitations due to their nature, including custom-made products, special-order items, personalised products or items specifically procured for a customer where cancellation or return may not be reasonably possible.

Nothing contained within this Policy limits any rights or remedies available to consumers under applicable South African consumer protection legislation.

14. How to Request a Return

All return, replacement and refund requests must be submitted directly to our dedicated support team at support@thebuildshop.co.za. This team is responsible for managing return assessments, courier arrangements, replacements and refund processing.

Customers should include their order details, reason for the return request and any relevant supporting information to assist us in handling the matter efficiently.

15. Additional Information

Should you require additional information regarding this Refund & Returns Policy or require assistance with an existing return request, please contact us at support@thebuildshop.co.za. Our team will make every reasonable effort to assist you and provide clarity throughout the return process.