Returns & Refunds Policy

Important Notice: This Returns Policy forms part of HPM BOUHANDELAARS (PTY) LTD's Terms and Conditions. Building materials and construction products have specific return requirements.
Quick Reference - Key Timeframes

48

Hours

Shipping Damage

7

Days

Unwanted Items

14

Days

Defective Goods

6

Months

Warranty Claims

1 Goods That Cannot Be Returned

Building materials and construction products cannot be returned except as specified below. The following goods are specifically NON-RETURNABLE:

Based on Electronic Communications and Transactions Act Section 42(2):
  • Made to your specifications or custom-cut materials
  • Clearly personalized or custom-ordered items
  • Unsealed software or digital products
HPM-Specific Non-Returnable Items:
  • Building materials without manufacturing defects (cement, bricks, sand, stone, timber, etc.)
  • Products damaged due to normal use, weather exposure, or installation
  • Items altered or modified after delivery
  • Products used beyond their intended purpose
  • Materials exposed to elements after delivery (rust, weathering, etc.)
Exception: You can still receive a refund if goods were defective upon delivery (see Defective Goods section below).
2 Unwanted Products (Limited Application)

For non-building materials (tools, hardware accessories, unopened electrical items), you may return unwanted products if:

  • Purchased within the last 7 days
  • Still in original packaging and unused
  • Include all accessories and parts

To Request a Return:

Contact [email protected] within 7 days for return authorization.

After 7 days, returns only accepted for defective goods.
3 Goods Damaged on Delivery

Goods damaged during delivery are considered "defective goods."

Report Within 48 Hours

Report damage to [email protected] with photos and your order reference number.

What to Include:
  • Photos of the damage
  • Order reference number
  • Description of the damage
  • Your contact details
4 Defective Goods and Services
Definition of Defective Goods

A defect is an important imperfection or failure causing goods to be less than an ordinary person would expect. Examples include:

  • Tools that don't function as intended
  • Materials with manufacturing flaws
  • Products that fail immediately upon proper use
  • Incorrect specifications delivered
NOT Considered Defective

Goods damaged due to:

  • Incorrect usage contrary to instructions
  • Electrical surges, corrosion, water damage (where not designed for such exposure)
  • Unauthorized modifications or alterations
  • Negligence or failure to care for goods properly
  • Normal wear and tear from intended use
  • Weathering after proper installation
Warranty Period

6-month warranty minimum on all goods for manufacturing defects (as required by Consumer Protection Act Section 56). Some products may have longer manufacturer warranties as specified.

Quality Service Standards

You have a right to quality service including completing service on time, service of reasonable quality, and return of goods in same condition (except fair wear and tear).

5 How to Return Goods
Return Authorization Process

Before returning any goods:

1
Contact Us First

Email [email protected] or call 028 435 6331

2
Obtain Return Reference Number

Required for all returns

3
Provide Order Details

Include order number, product details, reason for return

4
Await Inspection Arrangement

Our representative will arrange product inspection

Packaging Requirements
  • Package products safely and securely
  • Include as much original packaging as possible
  • Include all accessories received
  • Mark return reference number clearly on package
Return Collection
  • We arrange collection for confirmed defective goods
  • Customer arranges return for unwanted non-building materials
  • Heavy items: Special collection arrangements required
6 Charges for Returns
Defective Goods
  • No charge if goods are confirmed defective
  • We cover return shipping costs
  • Full refund including original delivery costs
Non-Defective Returns
  • Customer pays reasonable return delivery fee
  • Restocking fee may apply (up to 10% of product value)
  • Original delivery costs non-refundable
7 Refunds and Replacements
Your Choice

You can choose between:

Replacement goods
(subject to stock)

Full refund
(original payment)

Store credit
(never expires)

HPM Gift Card
(never expires)

Refund Processing
MethodSame payment method used for the purchase (via PayFast)
Bank Transfer RequiredAll refunds processed to bank accounts (no cash refunds)
Processing TimeUp to 30 days from confirmed return authorization
AmountProduct cost plus return shipping (if defect confirmed)
Refund Limitations
  • Original delivery costs only refunded if goods were defective
  • Bank charges (if any) for refund processing not covered
  • Credit card refunds subject to banking processing times
8 Critical Timeframes
Return TypeTimeframe
Shipping Damage48 hours
Defective Goods14 days
Unwanted Goods7 days
Warranty Claims6 months (or manufacturer warranty period)
Required Information When Reporting Returns:
  • Order reference number
  • Product description and problem details
  • Photos (for damage claims)
  • Contact details for inspection arrangement
9 Inspection and Approval Process
Mandatory Inspection: All building materials returns require physical inspection by our representative before refund authorization.
Inspection Criteria
  • Confirm manufacturing defect or shipping damage
  • Verify proper usage and care
  • Assess whether product meets defect definition
  • Document findings for refund processing
Inspection Results
Defect Confirmed

Full refund plus costs

No Defect Found

Return refused, customer pays return shipping

Partial Defect

Pro-rated refund based on damage assessment

Need Help With a Return?

Our team is here to help you with any return queries. Contact us:

Contact Us
Consumer Protection Act

This returns policy is compliant with the Consumer Protection Act 68 of 2008 and the Electronic Communications and Transactions Act 25 of 2002. Nothing in this policy affects your statutory rights as a consumer in South Africa.

Related Policies
Terms & Conditions
Privacy Policy
Payment & Shipping

Returns & Refunds Policy

Contents
Important Notice: This Returns Policy forms part of HPM BOUHANDELAARS (PTY) LTD's Terms and Conditions. Building materials and construction products have specific return requirements.
Quick Reference - Key Timeframes

48

Hours

Shipping Damage

7

Days

Unwanted Items

14

Days

Defective Goods

6

Months

Warranty Claims

1 Goods That Cannot Be Returned

Building materials and construction products cannot be returned except as specified below. The following goods are specifically NON-RETURNABLE:

Based on Electronic Communications and Transactions Act Section 42(2):
  • Made to your specifications or custom-cut materials
  • Clearly personalized or custom-ordered items
  • Unsealed software or digital products
HPM-Specific Non-Returnable Items:
  • Building materials without manufacturing defects (cement, bricks, sand, stone, timber, etc.)
  • Products damaged due to normal use, weather exposure, or installation
  • Items altered or modified after delivery
  • Products used beyond their intended purpose
  • Materials exposed to elements after delivery (rust, weathering, etc.)
Exception: You can still receive a refund if goods were defective upon delivery (see Defective Goods section below).
2 Unwanted Products (Limited Application)

For non-building materials (tools, hardware accessories, unopened electrical items), you may return unwanted products if:

  • Purchased within the last 7 days
  • Still in original packaging and unused
  • Include all accessories and parts

To Request a Return:

Contact [email protected] within 7 days for return authorization.

After 7 days, returns only accepted for defective goods.
3 Goods Damaged on Delivery

Goods damaged during delivery are considered "defective goods."

Report Within 48 Hours

Report damage to [email protected] with photos and your order reference number.

What to Include:
  • Photos of the damage
  • Order reference number
  • Description of the damage
  • Your contact details
4 Defective Goods and Services
Definition of Defective Goods

A defect is an important imperfection or failure causing goods to be less than an ordinary person would expect. Examples include:

  • Tools that don't function as intended
  • Materials with manufacturing flaws
  • Products that fail immediately upon proper use
  • Incorrect specifications delivered
NOT Considered Defective

Goods damaged due to:

  • Incorrect usage contrary to instructions
  • Electrical surges, corrosion, water damage (where not designed for such exposure)
  • Unauthorized modifications or alterations
  • Negligence or failure to care for goods properly
  • Normal wear and tear from intended use
  • Weathering after proper installation
Warranty Period

6-month warranty minimum on all goods for manufacturing defects (as required by Consumer Protection Act Section 56). Some products may have longer manufacturer warranties as specified.

Quality Service Standards

You have a right to quality service including completing service on time, service of reasonable quality, and return of goods in same condition (except fair wear and tear).

5 How to Return Goods
Return Authorization Process

Before returning any goods:

1
Contact Us First

Email [email protected] or call 028 435 6331

2
Obtain Return Reference Number

Required for all returns

3
Provide Order Details

Include order number, product details, reason for return

4
Await Inspection Arrangement

Our representative will arrange product inspection

Packaging Requirements
  • Package products safely and securely
  • Include as much original packaging as possible
  • Include all accessories received
  • Mark return reference number clearly on package
Return Collection
  • We arrange collection for confirmed defective goods
  • Customer arranges return for unwanted non-building materials
  • Heavy items: Special collection arrangements required
6 Charges for Returns
Defective Goods
  • No charge if goods are confirmed defective
  • We cover return shipping costs
  • Full refund including original delivery costs
Non-Defective Returns
  • Customer pays reasonable return delivery fee
  • Restocking fee may apply (up to 10% of product value)
  • Original delivery costs non-refundable
7 Refunds and Replacements
Your Choice

You can choose between:

Replacement goods
(subject to stock)

Full refund
(original payment)

Store credit
(never expires)

HPM Gift Card
(never expires)

Refund Processing
Method Same payment method used for the purchase (via PayFast)
Bank Transfer Required All refunds processed to bank accounts (no cash refunds)
Processing Time Up to 30 days from confirmed return authorization
Amount Product cost plus return shipping (if defect confirmed)
Refund Limitations
  • Original delivery costs only refunded if goods were defective
  • Bank charges (if any) for refund processing not covered
  • Credit card refunds subject to banking processing times
8 Critical Timeframes
Return Type Timeframe
Shipping Damage 48 hours
Defective Goods 14 days
Unwanted Goods 7 days
Warranty Claims 6 months (or manufacturer warranty period)
Required Information When Reporting Returns:
  • Order reference number
  • Product description and problem details
  • Photos (for damage claims)
  • Contact details for inspection arrangement
9 Inspection and Approval Process
Mandatory Inspection: All building materials returns require physical inspection by our representative before refund authorization.
Inspection Criteria
  • Confirm manufacturing defect or shipping damage
  • Verify proper usage and care
  • Assess whether product meets defect definition
  • Document findings for refund processing
Inspection Results
Defect Confirmed

Full refund plus costs

No Defect Found

Return refused, customer pays return shipping

Partial Defect

Pro-rated refund based on damage assessment

Need Help With a Return?

Our team is here to help you with any return queries. Contact us:

Contact Us
Consumer Protection Act

This returns policy is compliant with the Consumer Protection Act 68 of 2008 and the Electronic Communications and Transactions Act 25 of 2002. Nothing in this policy affects your statutory rights as a consumer in South Africa.

Related Policies
Terms & Conditions
Privacy Policy
Payment & Shipping