Returns & refunds.

Builders Returns & Refunds Policy

This Builders Returns & Refunds Policy is applicable to stores and online transactions within the Republic of South Africa.

Builders ultimate goal is that you, our valued customer, are completely satisfied with your purchase from Builders.

Builders is committed to operating in line with the Consumer Protection Act and all our policies are subject to the applicable law.

• Returns can be processed in-store at any one of our Builders stores nationwide in the country of purchase. Proof of purchase is required for all returns for both in-store and online transactions (and can be looked up on your Builders card/profile if applicable).
• All refunds will be paid to the payment method used during purchase or to your Builders card profile as further detailed below.
• For an EFT refund, the funds can take up to 7 (seven) business days to reflect in your account depending on your bank. EFT refunds are subject to verification of your banking details.
• T&C’s apply for Promotional, free, and bundled products.
• There are certain products that cannot be returned.
• There are conditions that may be applicable to delivery charges, collection fees, and issues picked up during delivery.
• Returns have specific time frames based on the reason for the return.
• All returned products must be unused and returned in their original product packaging for specific scenarios as outlined below.
• Once the product is assessed, Builders will either refund, exchange, or repair.
• Faulty products have specific T&C’s for both in and out of warranty periods.
• Contact Builders Customer Service with any questions.

1. For all returns except where the product is faulty, the product must be unused and returned in its original product packaging. Please refer to further T’s and C’s below

Ensure the product is in its original product packaging with all accessories and documentation in order for Builders to complete the return. If you have thrown the packaging away your return may be rejected, at Builders’ sole discretion.

2. Promotional, free and bundled products that were part of a purchase must be returned with the purchased product in unused condition and original product packaging.

3.After an assessment of the product and approval of your refund, Builders will refund you or exchange the product within 7-14 business days.

All refunds will be paid back to the same payment method used at purchase, or to your Builders card profile, and can be used to purchase online and in store.

You can withdraw the funds on your Builders Profile in store in cash up to an amount of R5 000. Any amounts exceeding this threshold can be transferred via EFT at your request.

For Returns logged Online, all refunds will be paid to your Builders Profile except for a Trade Debtor customer, which will be returned to the Trade Debtor account. If you would like these funds to be paid back to the original purchase tender in the case of your Builders profile, please reach out to the Contact Centre for support.

For refunds relating to payments entered into with PayJustNow, should you return the Product and request a refund, your refund will, if approved, be refunded to your Builders card profile. Should you fail to use the funds to settle your PayJustNow account, you still remain liable for any payment due and payable to PayJustNow in terms of your agreement with PayJustNow. Builders shall not be liable for any obligations arising from your agreement with PayJustNow.

4. Take note that the following may be applicable as part of your return:

• Delivery costs incurred by Builders will not be refunded
• Builders reserves the right to charge a collection fee in the event that our couriers have experienced more than 2 (two) failed attempts to collect the products being returned.
• In the event that your product has been collected, processed and the return is not approved by Builders, in its sole discretion, a return to customer fee may be applicable in order for us to deliver the product back to you.
• Should Builders determine a customer misuses or purports to misuse the policies and free delivery mechanism, Builders shall in its sole discretion reserve its right to suspend the customer’s account and to take further action it deems appropriate.
• For Installation fees, specific T’s and C’s apply and take precent over this Returns policy.
• For gas cylinders please refer to the Gas T’s & C’s and take precent over this Returns policy
• For Talisman Tool Hire please refer to the specific T’s & C’s and take precent over this Returns policy
• A Handling or restocking fee may be charged for special orders

5 . What products can you return and when?

Within 14 days’ return policy

All unused products can be returned within 14 days of receiving the product if:

• It is not what you had in mind
• The product arrived incomplete
• You received the incorrect product
• You received an expired product

6 . Products that you’re unable to return.

• Made to your specifications, including made-to-measure products, tinted paint, or cut-to-measure products: such as but not limited to electrical cables, glass, boards, shade netting, pool cover, Solplus Guard, fitted carpets.
• Aggregate products sold per ton/cube; such as but not limited to building sand, river sand, plaster sand, stone, builders mix / concrete.
• Vouchers for pre-paid electricity and/or airtime, gift cards, coupons, content cards or any Lotto product in respect of any service provider.
• Products containing flammable substances. For example, please ensure generators and lawn mowers do not have any diesel/petrol prior to return.
• Food products with less than 14 days’ shelf life and/or not in original packaging and if packaging is damaged/dented.
• Goods which are sold as red ticket products such as display products, demo products where Builders disclosed these facts to you before you bought the goods.
• Damaged pallets.
• Plants in a non-sellable condition, after 14 days.

7 . Faulty Products

Unfortunately, you can’t claim if any fault/defects with products that were caused by:

• Lightning or power surges.
• Misuse or abuse to the goods.
• Use for a purpose other than the purpose for which the product was manufactured.
• Contrary use to the instruction manuals.
• Accidental and/ or negligent damage after you take possession of the product.

If none of the above apply, and the product is faulty, or breaks, visit your nearest store or call the Contact Centre for further support.

If you choose to transport the product back to the store, Builders will not be held liable for any damages incurred whilst in transit. For large, bulky or installed products, Builders requires an on-site assessment. Once the request is logged, we will send a technician to assess the product.

Within 6 months from purchase, the Builders repair/replacement policy is:

• After the request is processed, the product will be assessed either in store or on site and based on the fault, Builders will process a repair, replacement, or refund your product.
• Products that are under warranty, alternatively that are found to be materially defective and are returned within 6 (six) months from date of purchase for repairs, carry an additional 3 (three) months guarantee on all repair work

After 6 months from purchase, the supplier/product warranty policy (if applicable) is:

• After the request is processed, the product will be assessed either in store or on site and based on the fault and product warranty terms, the supplier at its sole discretion will either approve a repair, replacement, or refund of your product.
• Repairs can take up to 21 days. If anything changes, we’ll reach out to you. A representative of Builders will keep you updated on the status of your repair.

Where there is no supplier/product warranty applicable:

• If your product is no longer under warranty, you will be liable for an assessment fee as well as the cost of repairs should you wish to repair your product through Builders.

Where Builders elects to replace the product, the following conditions for replacement apply:

• If after an assessment, a replacement of your returned product is approved, you will be provided with the same product.
• Builders reserves the right to collect the faulty product once replaced and you waive all right and title to the faulty product once replaced.
• In the event that the replacement product is being sold by Builders at a higher price than the purchase price, or where the same product is no longer available (due to stock not being available or discontinued), you will be offered a similar product and you will be required to pay the difference in amount between the replacement product and the new product. You may in these cases elect for a refund of the product.

8 . Builders Contact Centre

If at any time you require further assistance with a product, you may direct your enquiry to Builders Customer Contact Centre via email info@builders.co.za or call 0860 284 533.