Refund & Returns Policy

Returns and Refunds PolicyThis Returns and Refunds Policy explains how DIY Cupboard Factory handles returns, exchanges and refunds for purchases made on our website.

1. Contact detailsIf you have any questions about a return or refund, please contact us at info@diycupboardfactory.co.za or on 070 368 5711. Our business address is Unit 7, 3 Skietlood Street, Extension 3, Isando, 1609.

2. Condition of goods on deliveryPlease check your order as soon as it is delivered or collected. If any items are damaged, incorrect or missing, you must let us know within 48 hours with clear photos and your order number.

3. Custom and made-to-order productsMost of our cupboards, tops and related products are manufactured to order according to the sizes and options you select. For this reason, change-of-mind returns are generally not possible for custom or made-to-order items, unless required by law.

4. Defective productsIf a product is defective, we will assess the issue and, where a defect is confirmed, we will repair, replace or refund the item in line with the Consumer Protection Act.

Defects do not include damage caused by incorrect assembly, incorrect installation, misuse, improper handling, water damage, or normal wear and tear.

5. Change-of-mind returnsFor standard, non-custom items that we hold in stock, we may in our discretion accept a return for change of mind within 7 days of delivery, provided that:

The item is unused, unassembled and in its original packaging.You provide proof of purchase.The item is in a resellable condition.Return courier costs for change-of-mind returns are for your account unless agreed otherwise in writing.

6. Incorrect itemsIf we deliver an item that is not what you ordered, we will arrange collection at our cost and replace it with the correct item as soon as reasonably possible.

7. Refund methodWhere a refund is approved, we will process it using the same payment method that you used for the original purchase, unless we agree a different method with you. Refunds may take several working days to reflect, depending on your bank.

8. Order cancellationsYou may request cancellation of an order before production has started. If production or cutting has already started, cancellation might not be possible or may be subject to a reasonable cancellation fee to cover our costs.

9. Returns processTo request a return, please contact us at info@diycupboardfactory.co.za with your order number, photos where relevant, and a short description of the issue. We will guide you through the next steps and confirm if a collection or drop off at our factory is required.

10. Changes to this policyWe may update this Returns and Refunds Policy from time to time. The latest version will always be available on our website.