faqs

Delivery costs are calculated based on:

• • • The delivery area
    • The size and weight of the items ordered

Shipping rates are calculated using our courier partners and apply to all areas within South Africa.

Please note:

• • • We do not offer free delivery on any items or order values.
    • Additional charges may apply for remote or high-risk areas.
    • If the courier is unable to service your area, collection arrangements from the nearest courier hub may need to be made at the customer’s own expense.

Orders are usually processed and shipped on the next working day.

Estimated delivery times:

• • • Local deliveries: 5–7 working days
    • National deliveries: 7–10 working days

Delivery times may vary depending on stock availability and courier operations.

Yes, express delivery can be arranged on selected orders.

Please contact us before placing your order to obtain a quotation and make the necessary arrangements.

📧 orders@builditdtm.co.za

Yes.

Once your order has been collected by the courier, you will receive a tracking number via email so you can monitor the progress of your delivery.

Returns and exchanges are subject to Build It DTM’s Returns & Refund Policy and the Consumer Protection Act (CPA).

Products may qualify for return, exchange, repair, or refund subject to the following conditions:

• • • The original invoice must be provided
    • The product must be returned in its original packaging where applicable
    • The product must be returned in its original condition and must not be damaged
    • The item must be in a saleable condition
    • The return must comply with the applicable return period and supplier guidelines

Please note:

• • • Product images on the website are for illustration purposes only.
    • Actual product appearance may vary depending on manufacturer batches.
    • Second-grade and third-grade tiles may contain colour variation, size variation, chip marks, hairline cracks, or pinholes and are therefore non-refundable.
    • No refunds or returns will be accepted on special-order items or products cut to size.
    • Goods must be checked before opening packaging. Incorrect goods where packaging has already been opened may not qualify for return or credit.
    • We recommend purchasing approximately 5% extra tiles as we cannot guarantee future availability of the same batch or shade.
    • Customers collecting orders must inspect goods before leaving the premises, as claims for broken or damaged products may not be accepted once goods have been dispatched and have left the store premises.
    • Items delivered via courier must be inspected upon delivery. Any damages, shortages, incorrect items, or issues must be reported to the store before installation and within 3 working days from the date of delivery.
    • Installed, fitted, cut, modified, used, or partially used products may not qualify for return, refund, or exchange.
    • Build It DTM will not be responsible for labour, installation, contractor, removal, reinstallation, travel, accommodation, project delay, or any third-party costs relating to defective, damaged, delayed, or incorrect products.
    • Customers are responsible for ensuring that the products ordered are suitable for their intended application, size requirements, colour preference, and installation environment before installation or use.
    • Customers are strongly advised not to book installers, contractors, plumbers, electricians, tilers, or other tradesmen until all products have been received and inspected.
    • Claims for damaged, defective, missing, or incorrect items may require photographs, videos, packaging images, courier packaging evidence, and additional supporting information before assessment can take place.
    • Products returned without original packaging, accessories, fittings, manuals, or components may not qualify for refund, exchange, or credit.
    • Roof tiles, maxi bricks, block bricks, cement stock bricks, clay stock bricks, and semi-face bricks may experience up to 5% breakages, which is considered industry standard.
    • Build It DTM will not be responsible for damages caused when customers request loads to be offloaded onto private property.
    • Delivery dates and lead times are estimates only and may be affected by courier delays, supplier delays, weather conditions, stock availability, public holidays, or factors outside of Build It DTM’s control.

Goods that do not meet a specific intended purpose may qualify for return within 10 days in accordance with the Consumer Protection Act.

Products sold with an implied warranty of quality may qualify for repair, replacement, or refund within 6 months, subject to inspection and supplier directives.

No exchanges, refunds, replacements, or claims for transit-related damages will be accepted on orders where shipping insurance was not selected and paid for at the time of purchase.

Build It DTM reserves the right to inspect, assess, test, or refer returned products to suppliers or manufacturers before approving any repair, replacement, refund, or exchange.

All returns, exchanges, repairs, replacements, and refunds remain subject to inspection, approval, supplier assessment where applicable,Build It DTM’s and DSV couriers official returns policy.

Customers are responsible for return shipping costs when:

• • • The incorrect item was ordered
    • The item is no longer required
    • The product was delivered correctly and without defects
    • A return does not fall within CPA-covered defects or supplier-approved warranty claims

Courier charges are non-refundable in certain situations, including:

• • • Failed deliveries caused by incorrect or incomplete delivery addresses
    • Unsuccessful deliveries where collection arrangements were not made
    • Orders cancelled after shipping has commenced

Yes, orders may be cancelled before they are shipped.

If you need to cancel or amend your order, please contact us within 12 hours of placing your order.

Please note:

• • • Once an order has been collected by the courier, cancellations are no longer possible.
    • A 5% refund/administration fee applies to refunds where the store is not at fault, including customer change-of-mind cancellations, incorrect orders placed by the customer, failure to collect orders, or failed delivery arrangements. This fee is charged to cover payment processing fees charged by payment providers as well as administrative and handling costs.

If Build It DTM is unable to fulfil the order due to unavailable, damaged, or discontinued stock, a full refund will be processed.

Insurance must be added at checkout if you would like your order covered for transit-related loss or damage.

Build It DTM will not be responsible for:

• • • Loss
    • Damage
    • Replacement costs
    • Refunds or compensation

on orders where insurance was not selected and paid for at the time of purchase.

We strongly recommend adding insurance to protect your order during transit.

Orders placed for collection can only be collected from the next business day unless prior arrangements have been made with the store.

All in-stock items will be prepared for collection once:

• • • Payment has reflected
    • The invoice has been processed
    • Stock has been picked and allocated

Customers may collect from the next working day unless contacted regarding a stock availability issue.

Please bring your proof of payment or order confirmation when collecting your order.

Yes, we offer nationwide delivery across South Africa on selected items.

Some oversized, fragile, or high-risk products may only qualify for local delivery or collection.

If you are unsure whether an item can be delivered to your area, please contact us before placing your order.

Yes.

Collection is available exclusively from:

Build It DTM
19 Liverpool Road
Benoni, Gauteng

Orders placed for collection are generally available from the next working day once payment has reflected and stock has been allocated.

Yes.

Customers may arrange their own courier collection; however, prior arrangements must be made with the store before collection takes place.

Please ensure your courier has:

• • • The order number
    • Collection details
    • Appropriate vehicle requirements for the goods being collected

In the event that an item becomes unavailable after your order is placed:

• • • Our team will contact you
    • Alternative options may be offered where possible
    • The correct item may be sourced and shipped provided the customer agrees to wait for the required lead time, which will be communicated accordingly
    • A refund may be processed for unavailable items if necessary

Please note that stock availability shown online may occasionally differ from physical stock levels.

Not always.

Certain items may:

• • • Be ordered from suppliers on request
    • Require additional lead time
    • Be dispatched directly from suppliers

Our team will contact you if there are any delays affecting your order.

Not always.

Product images are used for illustration purposes only and may differ slightly from the actual product supplied due to:

• • • Manufacturer updates
    • Batch variations
    • Colour differences
    • Lighting conditions

Specifications and dimensions should always be checked before purchase.

All aluminium windows and doors are supplied complete with glass and standard handles unless otherwise stated on the product listing or quotation.

Customers are encouraged to carefully review the product description and specifications before purchasing.

Yes.

If you cannot find a specific product online, please contact our sales team for assistance or a quotation.

📧 quotes@builditdtm.co.za

We accept secure online payments via the payment methods available at checkout.

PayFlex payments are only available on the website and not instore

EFT payments may also be accepted on selected orders or quotations.

Please note:

• • • Orders will only be processed once payment reflects in our account.
    • Proof of payment may be requested.

Customers are responsible for ensuring that all delivery information provided is correct and complete.

Additional courier charges may apply if:

• • • A delivery needs to be redirected
    • The address provided is incorrect
    • Re-delivery is required

Yes, however delivery availability depends on:

• • • Your location
    • Vehicle accessibility
    • Product type and quantity

Certain bulk items may require special delivery arrangements or local delivery only.

Changes can only be made before the order has been processed or shipped.

Please contact us as soon as possible if you need to:

• • • Amend quantities
    • Change products
    • Update delivery information

Once processing or shipping has commenced, changes may no longer be possible.

Prices and promotions may vary between online and in-store purchases.

Build It DTM reserves the right to change pricing without prior notice.

Yes.

We offer quotations for:

• • • Contractors
    • Developers
    • Renovations
    • Bulk purchases
    • Project-based orders

Please email your requirements to:

📧 quotes@builditdtm.co.za

Certain areas may be classified by courier companies as:

• • • High-risk
    • Remote
    • Limited-service areas

In these cases:

• • • Delivery surcharges may apply, or
    • Collection from a courier depot or distribution centre may be required at the customer’s expense.

Deliveries to farms, plots, mines, informal settlements, or active construction sites may require special arrangements and additional delivery charges.

Customers must ensure that:

• • • The site is accessible to delivery vehicles
    • Someone is available to receive the order
    • Accurate location details are provided

In certain cases, collection from a courier depot or distribution centre may be required.