Refund policy

Our Refund Policy:

General Policy:

Builders Merchant accept product returns and claims for refunds and processes these within 24 hours of receiving notice or claim.

Our Refunds fall under three categories:

100% Refund: 

Orders that qualify for 100% refund are deliveries where incorrect product was delivered (Example an order for Crushed Stone 13mm size is delivered as Crushed Gabion Rock 80mm.  Thus 100% refunds relate to orders wrongly delivered (Size , Product name or Product Type).

 

Partial Refunds:

Orders that qualify for Partial Refunds are those where correct , quoted product (Size, Type and Product) is delivered, but before offloading, client changes his/her mind regarding the Order. For these we refund ONLY the product cost and deduct transportation costs from site to our nearest depot.  Delivery charges are product dependent and are calculated on a per order basis using fair market rates or proven transport invoices.

No Refunds:

Builders Merchant has a no refund policy, for custom made products, and product returns on accepted and offloaded goods that are later on returned . We supply natural and manufactured products. Natural Products including stone, aggregate, soil , sand , concrete , are by design susceptible to color and texture variations. We keep samples of current products at our depots. It is customer's responsibility to view samples before order confirmation.  Images  used on the website , though taken from actual products , are for illustration purposes. Aggregate and concrete product color shades differ from batch to batch . Goods returned solely on shades of color or texture variations will not qualify for refunds.

How to claim a product return/Refund.

To start a return, you can contact your nearest or delivering depot or alternatively email us us at info@buildersmerchant.co.za , giving Order details and reasons for the delivery decline. Our transporters will take the goods to nearest storage depot at no additional charge to you.

All product returns should be communicated on delivery, before offloading of materials ordered.

You can always contact us for any return question at info@buildersmerchant.co.za.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like custom designed products, where wrong specifications or measurements were given to Builders Merchant when ordering and Builders Merchant relied on the information given to manufacture such custom products. Please get in touch if you have questions or concerns about your specific item.

Exchanges
Exchanges between products are acceptable and the client is liable for the price difference between the two products exchanged as well as any storage, transportation and administrative charges related to return and exchange..

Refunds
Refunds are processed within one (1) business day of being reported. Please remember it can take some time for your bank or credit card company to process and post the refund too.