Your statutory consumer rights remain protected
Nothing in this policy is intended to remove, restrict or replace any rights you may have under applicable South African consumer-protection legislation. Where the law provides a remedy, that remedy will be handled in accordance with the applicable legal requirements.
Change-of-Mind Returns
If you have simply changed your mind about a product, Builders City may accept the return where the product is suitable for resale and the applicable return requirements have been met.
Products should generally be returned in their original, unused condition with the original packaging, accessories and proof of purchase.
A change-of-mind return is different from a return involving a defective, damaged, unsafe or incorrectly supplied product. Different legal rights and remedies may apply in those circumstances.
Defective, Faulty or Unsafe Products
If a product is defective, faulty or does not meet the applicable quality requirements, please contact Builders City as soon as reasonably possible.
We may need to inspect or assess the product to determine the appropriate remedy. Depending on the circumstances, the remedy may include repair, replacement or a refund where required by applicable law.
Customers should not continue using a product where doing so could create a safety risk.
Incorrect Product
If we supplied the wrong product, contact us so we can review the order and arrange the appropriate solution.
Damaged Delivery
If an item arrives damaged, notify us promptly and provide photographs or other information where possible.
Product Fault
Faulty products may require assessment before the appropriate remedy is determined.
Incorrect or Damaged Orders
If you receive an item that is different from what you ordered, or an item has been damaged during delivery, please contact us promptly.
Please keep the packaging and product in the condition in which it was received until Builders City has had an opportunity to advise you on the next step.
Where appropriate, we may request photographs, your order information and other details to help us investigate the issue.
Online Purchases
Products purchased through the Builders City website are subject to the terms applicable to online purchases, including any statutory rights that may apply to transactions concluded electronically.
If you need to return an online purchase, contact Builders City before sending or bringing the product back so that we can confirm the applicable process.
Where an online purchase is collected from the store, the applicable return circumstances will be considered based on the order and the reason for the return.
In-Store Purchases
Customers who purchased directly from the Builders City store should bring the product to the store together with their proof of purchase where applicable.
Our team will assess the request and advise you of the applicable return, exchange, repair, replacement or refund process.
Products Requiring Special Attention
Some products may require additional consideration because they are customised, altered, specially ordered, cut, mixed, tinted, installed or otherwise prepared specifically for a customer.
Where a product has been altered or specially prepared at the customer's request, please contact us before attempting a return. The applicable legal and contractual position will be considered for the particular product and circumstances.
Products that have been used, installed, modified or damaged after purchase may also require assessment before a return or other remedy can be determined.
Hardware & Building Materials
Building materials can involve large quantities, heavy items and products that may be difficult to transport. For this reason, customers should contact us before returning bulky materials or large quantities of products.
This allows our team to confirm the appropriate return method and whether collection or another arrangement is required.
Proof of Purchase
To help us locate your transaction, please provide your invoice, receipt, order number or other relevant proof of purchase where available.
For online purchases, your customer account and order information may also help us locate the transaction.
How to Request a Return
Contact Us
Contact Builders City through the available support channels and explain the reason for the return.
Provide Details
Provide your order information, proof of purchase and photographs where relevant.
Assessment
We may inspect the product and review the circumstances before confirming the appropriate next step.
Resolution
Where a return is approved or a statutory remedy applies, we will advise you of the applicable resolution.
Refunds & Exchanges
Where a refund is applicable, Builders City will process it in accordance with the circumstances of the transaction and applicable law.
Where possible, refunds for electronic purchases may be processed through the original payment method. The time taken for funds to reflect can depend on the relevant payment provider or financial institution.
Where an exchange, repair or replacement is the applicable remedy, our team will explain the process to you.
Delivery & Return Costs
Delivery and return-related costs can depend on the reason for the return and the circumstances of the transaction. Where a product is defective, incorrectly supplied or otherwise subject to a statutory remedy, the applicable legal requirements will be considered. For change-of-mind returns, any applicable transport or delivery costs will be discussed with the customer before the return is arranged.
Manufacturer Warranties
Some products may carry a manufacturer's warranty or other supplier warranty. Warranty requirements can differ depending on the product and manufacturer.
If you believe a product is covered by a manufacturer's warranty, contact Builders City and provide the relevant purchase information. Our team can advise you on the appropriate process.
South African Consumer Rights
Builders City operates in South Africa and aims to handle returns and refunds in accordance with applicable South African consumer-protection requirements.
This policy should be read together with the applicable law. Where mandatory consumer rights apply, those rights are not excluded by this policy.
Need Help With a Return?
Before sending or bringing a product back, contact our team so we can understand the issue and guide you through the appropriate process.