Returns, Refunds and Cancellations Policy

When goods may be returned or an order cancelled, and how refunds are processed.

This policy sets out when goods bought from Haslop and Mason Engineering (Pty) Ltd may be returned or an order cancelled, the conditions that apply, and how refunds are processed. It applies to all orders placed through the Haslop and Mason website.

Returns and Refunds

1.1 Change-of-mind returns (stock items)

A customer may apply to return a correctly supplied stock item where the item is no longer required, subject to all of the following conditions:

The request is made within three (3) months of the date of the original tax invoice.
The item is a stock item. Non-stock items cannot be returned (see section 1.3).
The item is unused, the packaging seal is intact, and the item is in original, resaleable condition.
The return is supported by the original tax invoice.
A handling fee of 15% of the invoice value of the returned item is deducted from the credit (see section 1.5).

Items returned with a broken packaging seal, or that are used, marked, or not in resaleable condition, will not be accepted as change-of-mind returns. This does not affect a customer's rights in respect of defective goods (see sections 1.4 and 1.7).

1.2 Who pays return freight

For change-of-mind returns, the customer is responsible for the cost of returning the goods to Haslop and Mason. Where goods are defective, or where Haslop and Mason supplied the wrong item, Haslop and Mason will carry the cost of the return.

1.3 Non-returnable items

The following are not eligible for change-of-mind return or credit under any circumstances:

Non-stock items, special-order items, and items sourced or brought in specifically for a customer.
Cable and wire cut to a specific length.
Goods that have been installed, energised, wired in, or commissioned.
Goods that have been partially or wholly disassembled, physically altered, joined, blended, combined with other goods, or embedded within other goods.
Goods returned without the original tax invoice, or not in original resaleable condition.

This section does not override the rights of a consumer in respect of goods that are genuinely defective. See section 1.7.

1.4 Defective goods

A customer who receives goods that are faulty or defective must report the defect to Haslop and Mason within seven (7) days of receiving the goods. The following conditions apply to defective-goods claims:

The claim must be supported by the original tax invoice.
The goods must not have been used or applied in a manner that caused the alleged defect or failure.
Guarantees are void where goods have been tampered with, or used or stored outside the manufacturer's specifications.
Haslop and Mason may withhold a refund for a reasonable period while the alleged defective product or part is examined and tested by the manufacturer, where the manufacturer provides that testing.

Where a defect is confirmed, the item will be replaced, repaired, or credited. The replacement of faulty goods is dealt with under the manufacturer's warranty (see section 1.6).

1.5 Refund method

Refunds are issued as a credit note to the customer's account by default. Where a credit note is not appropriate, a refund may be made by electronic funds transfer on request. No card payments are processed through the Haslop and Mason website, so refunds are not processed as card reversals.

Where a handling fee applies (section 1.1), the credit is the invoice value of the returned item less the 15% handling fee.

1.6 Warranty

Goods sold by Haslop and Mason carry the warranty offered by the relevant manufacturer. Haslop and Mason passes the manufacturer's warranty through to the customer and does not provide a separate warranty of its own. Warranty claims are handled in line with the manufacturer's terms, conditions, and testing requirements.

All electrical components must be fitted by a qualified, accredited electrician. Goods used, installed, or applied other than in accordance with the manufacturer's standards, specifications, and safety and warning instructions may not be covered.

1.7 Consumer rights under the Consumer Protection Act

Where a customer is a consumer as defined in the Consumer Protection Act, 2008, that customer is entitled, in addition to the rest of this policy, to return goods that are unsafe, defective, or of poor quality within six (6) months of delivery, and to receive a repair, replacement, or refund. This statutory right applies regardless of the condition of the packaging seal and regardless of the three-month period in section 1.1, and it cannot be limited by this policy or by the company's Terms and Conditions.

Nothing in this policy is intended to limit or exclude any right a consumer has under the Consumer Protection Act.

1.8 How to start a return

To request a return, contact Haslop and Mason at info@handm.co.za or on 041 451 0935, quoting the original tax invoice number. Do not return goods without first obtaining confirmation, as unauthorised returns may not be accepted.

Cancellations

This section explains when an order placed through the Haslop and Mason website may be cancelled. It should be read together with the Returns and Refunds section above, which deals with goods that have already been delivered.

2.1 Cancelling a standard order

An order for stock items may be cancelled within eight (8) hours of the order being placed. To cancel, the customer must contact Haslop and Mason within that period and quote the order number.

Once the eight-hour period has passed, the order is treated as confirmed and the cancellation terms no longer apply. After that point, any return is dealt with under the Returns and Refunds section above.

2.2 Cancelling a special-order item

Special-order and non-stock items are ordered in specifically for the customer. An order that includes special-order or non-stock items may be cancelled within twenty-four (24) hours of the order being placed.

2.3 Cancellation fees

No cancellation fee is charged for an order cancelled within the applicable window described above, as the goods will not yet have been dispatched.

2.4 How to cancel an order

To cancel an order, contact Haslop and Mason at info@handm.co.za or on 041 451 0935, quoting the order number, within the period that applies to the order.

This policy should be read together with the Terms and Conditions.