CANCELLATIONS AND RETURNS POLICY
CANCELLATIONS
If the order has not been processed yet, it can be cancelled. It’s usually within 48 hrs that processing takes place. You will receive a full refund of the purchase price within 21 days of the date of cancelling the order.
You may cancel your order for Goods without penalty within 7 working days of the goods being collected by you or delivered to you.
According to the ECT Act, the consumer has a “cooling off period” of 7 days which allows the consumer a general right to cancel the transaction without penalty. The consumer will still be liable for the cost of returning the goods. The cost of the return fee will be calculated based on your location. A handling / administration fee of 10% of the product price will also be charged. These will be deducted from the refund.
In this case, the following applies:
- The Goods must not be used and must remain unassembled, in the original packaging.
- The goods being returned will be assessed and Flatpack DIY reserves the right to inspect the items before a refund is considered.
- If you took advantage of a free delivery promotion, you will be responsible for the cost of having the Goods returned to us.
If you collected the Goods at our factory, it is the customer's sole responsibility to get the Goods returned to our factory and Flatpack DIY will not be held liable for any costs associated with returning the Goods.
Please note that your right to cancel your order for Goods without penalty as set out in this clause, shall not apply where the Goods were made to your specifications or are clearly personalised.
The Cancellation Policy does not apply if the products have been assembled, partially assembled, or where the original packaging has been discarded.
You will receive a refund within 21 days of the date of cancelling the order.
Please contact us if you have any queries regarding cancellation.
RETURNING PRODUCTS THAT ARE DEFECTIVE OR DAMAGED:
We take great care in packaging our products but if they are received damaged or the quality is not up to your expectations, we will gladly assist.
It is the Customer’s responsibility to inspect all products upon delivery before signing that the products have been received.
Where defective items are replaced, Flatpack DIY is liable for the collection and delivery costs.
If you received a defective item, we will try our best to have it replaced within 48hrs of reporting it.
If upon inspection the product is found not to be defective, you (the customer) will be liable for all transport costs and an administration fee of 10% of the product price.
When a product is delivered damaged:
You have the right to refuse delivery of any product that is visibly damaged upon delivery. Please stipulate clearly that you have not received the products with a brief description of the damage on the delivery note. The driver / delivery company will take the products back with them and return them to Flatpack DIY. Please contact Flatpack DIY immediately to report this.
Damage after delivery:
If damage to a product only becomes apparent after delivery, you have 48 hours to report the damage to Flatpack DIY. In this case the return / replacement of the product is at the discretion of Flatpack DIY. We are entitled to request images of the damaged products before collection of the products.
If damage is reported after 48 hours, it is reasonable for Flatpack DIY to determine that damage was caused post-delivery.
If the original packaging has been discarded it is the customer’s responsibility to ensure that products are reasonably packaged and protected before being returned. Damages that occur as a result of absent or insufficient packaging/protection will carry additional charges that the customer will be liable for at Flatpack DIY discretion.
If damage occurs to the product during assembly by the customer, Flatpack DIY will not be held liable for the damage and will not be held liable for a return or refund.
If you have damaged an item during assembly by mistake, we will gladly assist in replacing the specific item at a minimal cost at the discretion of Flatpack DIY.
Any products exchanged will be delivered to the delivery address that was stated on the original order. If the address is different from the original delivery address you may be charged an additional fee for delivery. It is the customer's responsibility to inform Flatpack DIY should the address be different from the original delivery address.
To log a return online, please email us at helpme@flatpackdiy.co.za and attach pictures of the products you wish to return / exchange and give a reason for the return / exchange.
Once submitted, we will review the request within 24 hours & will contact you to make any necessary arrangements.
Flatpack DIY will do everything they possibly can to solve any problems as quickly as humanly possible.
Please contact us if you have any queries regarding returns.
RETURNING PRODUCTS THAT ARE NOT DEFECTIVE
You have 14 calendar days (2 weeks) to return an item from the date you received it.
For products that are not defective, handling charges will be applicable. A handling / administration fee of 10% of the product price will be charged. This amount will be deducted from the refund / credit.
The consumer will still be liable for the cost of returning the products. The cost of the return fee will be calculated based on your location. This amount will be deducted from the refund / credit.
If you took advantage of a free delivery promotion, you will be responsible for the cost of having the products returned to us.
If you collected the products at our factory, it is the customer's sole responsibility to get the products returned to our factory and Flatpack DIY will not be held liable for any costs associated with returning the products.
If you paid for the products to be assembled, assembled items cannot be returned.
To be eligible for a return the following applies:
- The products must not be used and must remain unassembled, in the original packaging.
- Your item needs to have the receipt or proof of purchase.
We do not offer returns on orders where the products were made to your specifications or are clearly personalised.
The products being returned will be assessed and Flatpack DIY reserves the right to inspect the products before a refund is considered.
You will receive a refund within 21 days of the date of returning the products.
Please contact us if you have any queries regarding cancellation.
