EXCHANGE AND REFUND POLICY

Our ultimate goal is for you our valued customer to be completely satisfied with your purchase from Builders Warehouse/Express/Trade Depot. Builders only stock quality branded goods and we are confident that you will be satisfied with every purchase you make.

If you experience any problem or concern, please refer to the options provided below.

We are committed to operate our business in terms of the South African Consumer Protection Act and all policies are subject to the applicable law.

14 days exchange or refund policy

We will refund or exchange most goods if you return them within 14 days of purchase.  However, the goods must still be in their original condition and packaging and may not have been used.  You will also be required to present the original tax invoice.

Are any goods excluded from the 14 day exchange or refund policy?

Yes, there are a few exceptions as stipulated in the applicable legislation or for reasons of cost efficiencies The goods we exclude from the 14 day exchange or refund policy are: 

• unless there is a manufacturing defect in the goods, you can only return these goods if they are still in the original condition, sold and the packaging, if transparent, has not been opened yet;
• goods purchased by way of special arrangement or custom order will only be replaced if defective; ie Paint tints, custom made blinds, window frames, doors.
• customers are encouraged to ensure that measurements and specifications of custom made blinds, cut to measure glass, timber, board, rope, cord and key cutting are 100% correct when ordering, as custom made orders cannot be refunded or exchanged if incorrect sizes were provided;
• goods which have been partially or entirely disassembled, physically altered, permanently installed, affixed,attached, joined or added to blended or combined with, or embedded within, other goods or property

What if the goods are unsuitable for the purpose I initially bought them for?

• If you indicated a particular purpose for which you intend using the goods to a salesperson who confirmed in writing e.g. on a quotation, that you will be able to use the goods for that purpose, you may return the goods within 10 working days after you purchased them if it turns out that the goods are not suitable for the purpose you anticipated and indicated to the salesperson.
• Subject to our rights in law to charge you for use and to get the goods fit for re-stocking, we will give you a refund.

What can I do if the goods are defective?

• If your goods turn out to be materially defective within the first 6 months after you received them from us, we will repair them, replace them or give you a refund. Please note that it may not be possible to determine in-store whether goods have been damaged or what the cause of a failure or defect may be.  This is of importance as it determines whether the goods may be repaired, replaced or refunded.  Accordingly, we reserve the right to refer returned goods for technical assessment by the manufacturer or authorised service centre prior to repairing, replacing or refunding and to provide you with feedback within 10 days of receipt of the returned goods and to act accordingly.
• If your goods show a defect after the initial 6 month period, but still within the manufacturer’s warranty period, Builders Warehouse/Express/Trade Depot will send the goods to the manufacturer for repair and the manufacturer will decide whether you have a valid claim and if so, whether they will repair or replace.
• If the goods become defective once the manufacturer’s warranty has expired, we can arrange with the manufacturer or its agents to repair them.  No repairs will be done without you approving a quotation first.

Are there any conditions that apply to manufacturers’ warranties?

As with all warranties, certain conditions and exceptions apply. 

• Please take proper note of any terms or instructions that accompany your goods and make sure that all instructions are strictly followed as a failure to do so will result in the warranty being voided.  This is applicable to all goods, but  especially for  appliances, lawnmowers, hand and power tools, geysers, cement, paint, chemicals and pesticides.
• Goods that show a manufacturing defect within the first 6 months of purchase will be repaired, replaced or refunded.
• Defects that develop after 6 months may be repaired, replaced or refunded at the manufacturer’s election, and subject to the relevant manufacturer’s policy or extended warranty.
• The nature of the goods (size, technical specifications, etc.) often dictates where the repair will take place. For example, on site or at the manufacturer’s premises.

In what instances will the manufacturer’s warranty not apply?

The manufacturer’s warranty will only apply to defects in the process of manufacturing the goods and will not apply in the following instances:

• damage caused by lightning or power surges.
• goods used for a purpose other than the purpose for which they were manufactured.
• goods used contrary to their instruction manuals, such as misuse or abuse of the products
• accidental damage.
• Goods that have been partially or entirely disassembled or physically altered.

How will I be refunded?

Once we have accepted a return and approved a refund, you will receive the refund in one of the following ways:

• credit note on account transaction
• electronic transfer directly into your account (allow at least 96 hours).
• cash (if the original payment was made in cash).
• credit card (by reversal back to your credit card and subject to banking delays).
• cheque – within one week of request and only once your original cheque is cleared.
• Builders Warehouse/Express/Trade Depot gift card.

You will be refunded in the same manner in which you paid Builders Warehouse/Express/Trade Depot.