Withdrawal & Returns
Cancellation & Returns – Consumers (B2C, South Africa)
Right to Cancel (Cooling-Off Period)
Consumers as defined under the Consumer Protection Act 68 of 2008 (CPA) have the right to cancel certain qualifying transactions within the applicable cooling-off period, without providing any reason, where such right applies under the CPA.
This right does not apply universally and may be excluded or limited where transactions involve customisation, installation, integration, or project-based service delivery as permitted by law.
Cancellation Period
Where applicable, the cancellation period is fourteen (14) business days from the date on which:
- the goods are delivered to you or a person designated by you;
- the last item is received in case of multiple deliveries;
- the service is agreed to commence or has commenced.
System-Based Supply and Installation Model
Our offerings typically do not consist of standalone goods but of individually configured technical systems composed of multiple manufacturer components, accessories, installation materials, and system-specific planning parameters.
These systems are prepared based on customer-specific requirements (including site conditions, performance specifications, safety standards, installation environment, and intended use) and are generally delivered as a combined solution including logistics, preparation, and installation services.
Where requested, delivery to a third-party qualified installer does not alter the fact that the goods were individually configured and system-based in nature.
Exercising the Right to Cancel
To exercise your right to cancel, you must notify us by means of a clear communication (e.g. email, letter or contact form):
Fountainstr. 7
6529 George
South Africa
To meet the deadline, it is sufficient that your notice of cancellation is sent before the expiry of the applicable period.
Effects of Cancellation
Where a valid cancellation applies, we will refund all payments received from you, excluding additional costs where applicable, within 14 business days of receipt of the cancellation notice, subject to receipt or proof of return of goods where required.
We may withhold reimbursement until the goods have been returned or adequate proof of return has been provided.
Return of Goods and Costs
You must return the goods without undue delay and at your own expense where return is applicable.
- This applies to standard and non-standard (bulky or freight) goods.
- For large or specialised shipments, actual transport and handling costs will apply.
Where goods form part of a system-based supply or installation package, return may be technically or economically limited and subject to proportional compensation for services already performed or resources already allocated.
Handling and Diminished Value
You are responsible for any diminished value of the goods resulting from handling beyond what is necessary to determine their nature, characteristics and functionality.
The amount payable for diminished value is assessed individually based on actual condition, use, installation status, integration, damage, or loss of resaleability and may extend up to the full purchase price where applicable.
Use vs. Inspection
The cooling-off right is intended solely for inspection comparable to that in a retail environment.
Any further use, including installation, commissioning, configuration, or integration into systems or structures, may result in claims for diminished value or compensation for services rendered.
Transport Damage
Please inspect goods upon delivery and report any visible transport damage as soon as reasonably possible.
Failure to report transport damage does not affect statutory rights but may impact claims against the carrier.
Installation, Integration or Combination
The right to cancel applies only to movable goods supplied as standalone items.
The following are not included in any return or cancellation:
- Disassembly, removal or deinstallation services
- Structural, constructional or surface restoration works
- Electrical, plumbing, HVAC, or technical installation works
- Commissioning or system integration works
- Disposal, recycling or waste handling services
- Repackaging or logistics reprocessing
Where goods have been installed, fixed, integrated, configured, or combined with other systems or building structures, no entitlement exists to free removal, dismantling, or reinstatement. Such services are the responsibility of the customer and may be separately chargeable.
Services
Where services commence during any applicable cooling-off period at the customer’s request, the customer remains liable for payment of all services already performed and resources already deployed.
Prepayments and Reserved Capacity
- Prepayments may be retained to cover costs already incurred.
- Allocated personnel, logistics, and installation capacity are chargeable where reserved or deployed.
- Engineering, planning, configuration, and administrative work is non-refundable where already performed.
- Reserved appointments, downtime, and mobilisation costs may be charged where incurred.
- Custom-configured or system-integrated goods may be excluded from cancellation rights where permitted by applicable law.
Returns & Cancellations – Businesses (B2B) and Public Entities (South Africa)
No statutory right of cancellation or withdrawal applies to business customers or public entities. Cancellation, termination or variation of any order is only possible if expressly agreed in writing.
Returns (if contractually permitted)
- All return and handling costs shall be borne by the customer.
- Transport, freight, specialised logistics and insurance costs are fully for the customer’s account.
- Restocking, inspection and value reduction costs are charged at a flat rate of 10% of the product price, unless a higher actual loss or damage is incurred.
- Any additional loss in value or damage must be fully compensated by the customer.
- Goods already delivered or in production are excluded from return unless otherwise expressly agreed.
- Personnel, allocation, scheduling and downtime costs are fully payable.
- Disassembly, removal or deinstallation services are not included and will be charged separately if requested.
- Proper disposal or recycling must be arranged by the customer at their own cost.
Services and Project Orders
- Advance payments are non-refundable unless otherwise expressly agreed in writing.
- Planning, design, engineering and project services already performed are fully payable.
- Custom-made, specially procured or configured goods are excluded from cancellation and return.
- For installed, integrated or combined systems, no reversal or return is possible without full compensation of dismantling, removal and restoration costs.
- Reserved production capacity, allocated personnel and scheduled appointments remain chargeable in the event of cancellation.
Sample Withdrawal Form (Consumers Only)
If you wish to withdraw from the contract, please complete this form and send it back:
I/We hereby give notice that I/We withdraw from my/our contract for the purchase of:
Ordered on:
Received on:
Name:
Address:
Signature (only if on paper):
Date: