Returns Policy

Returns, Refunds & Exchanges Policy

Disclaimer

Images shown on our website are for illustration purposes only. Actual product appearance, colours, finishes, dimensions, specifications, and packaging may vary depending on manufacturer batches, supplier updates, or lighting conditions.

While every effort is made to ensure that product information, pricing, specifications, stock availability, and images are accurate, errors may occasionally occur. Build It DTM reserves the right to correct any errors, inaccuracies, omissions, or outdated information without prior notice.

In the event of a pricing error, technical error, stock discrepancy, supplier issue, or incorrect product information being published on the website, Build It DTM reserves the right to cancel the order and issue a full refund prior to dispatch or collection.

Errors & Omissions Excepted (E&OE).

Returns & Exchanges Policy

All returns, exchanges, repairs, replacements, and refunds are subject to Build It DTM’s Returns Policy, supplier/manufacturer assessment where applicable, courier assessment where applicable, and the Consumer Protection Act (CPA) of South Africa.

Products may qualify for return, exchange, repair, replacement, or refund subject to inspection, approval, supplier directives, and the conditions below.

General Return Conditions

To qualify for a return or exchange where applicable:

The original invoice or proof of purchase must be provided
The product must be returned in its original condition
The product must not be damaged due to misuse, negligence, improper installation, or handling
The item must be returned with all accessories, fittings, manuals, and components where applicable
The product must be returned within the applicable return period
The item must comply with supplier/manufacturer return requirements where applicable

Original packaging is preferred where reasonably possible. However, this requirement does not limit any rights afforded to consumers under the Consumer Protection Act.

Transit Damage, Shortages & Incorrect Items

Customers must inspect all goods immediately upon collection or delivery.

Any damages, shortages, visibly defective items, or incorrect goods must be reported to Build It DTM within 3 working days from the date of delivery or collection.

Claims submitted may require:

Photographs
Videos
Images of packaging
Courier packaging evidence
Supporting documentation
Batch numbers or product labels

Failure to report transit-related issues within the required timeframe may result in the claim being declined.

The 3-day claim period applies specifically to transit-related damages, shortages, visibly damaged goods, or incorrect items and does not limit any rights afforded under the Consumer Protection Act.

Installation & Usage Responsibility

Customers are responsible for ensuring that all products ordered are suitable for their intended purpose, application, measurements, colour preferences, specifications, and installation environment before installation or use.

Customers are strongly advised not to schedule installers, plumbers, electricians, tilers, contractors, or other tradesmen until all products have been received, inspected, and confirmed correct.

Goods should be checked before installation or use.

Products that have been:

Installed
Fitted
Cut
Modified
Painted
Damaged
Used
Partially used

may not qualify for return, exchange, or refund unless the product is found to have a valid manufacturing defect or qualifies under the Consumer Protection Act.

Build It DTM shall not be responsible for labour costs, installation costs, removal costs, reinstallation costs, contractor costs, project delays, accommodation, travel expenses, or any third-party costs associated with defective, delayed, damaged, or incorrect goods, to the fullest extent permitted by law.

Special Orders & Non-Returnable Items

The following items may not qualify for return, exchange, or refund unless defective or otherwise required by law:

Special-order products
Custom-manufactured items
Products cut to size
Clearance items
Discontinued products
Second-grade or third-grade tiles
Installed or modified products

Second-grade and third-grade tiles may contain:

Colour variation
Shade variation
Size variation
Pinholes
Hairline cracks
Minor chips
Surface imperfections

These characteristics are considered normal for such grades and are therefore non-refundable unless deemed defective by the supplier or manufacturer.

Tile & Brick Disclaimer

Customers are advised to purchase approximately 5% extra tiles to accommodate cuts, breakages, future repairs, and shade variation between batches.

Build It DTM cannot guarantee future availability of the same batch, shade, or dye lot.

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 and may not qualify for refund or replacement.

Delivery & Courier Policy

Delivery dates and lead times provided are estimates only and may be affected by:

Supplier delays
Courier delays
Weather conditions
Public holidays
Stock availability
High-risk areas
Factors beyond Build It DTM’s control

Build It DTM will not be responsible for damages caused when customers request loads to be offloaded onto private property, pavements, driveways, unfinished surfaces, or areas deemed unsafe or inaccessible.

Courier charges are non-refundable where:

Delivery was attempted unsuccessfully due to customer unavailability
Incorrect or incomplete delivery information was supplied
The customer failed to arrange collection from the courier depot where applicable
The order was shipped prior to cancellation

Additional delivery charges may apply if delivery details are changed after dispatch arrangements have commenced.

Shipping Insurance

Customers are strongly encouraged to select shipping insurance during checkout where available.

Where shipping insurance is declined, Build It DTM’s liability for transit-related loss or damage may be limited, subject to courier investigations, applicable insurance coverage, and relevant consumer protection legislation.

Order Cancellations

Orders may be cancelled prior to dispatch, collection preparation, manufacturing, cutting, or processing.

Cancellation requests should be submitted as soon as possible after placing the order.

Once packaging, dispatch preparation, manufacturing, cutting, special ordering, or shipping processes have commenced, cancellation requests may no longer be possible or may become subject to handling, restocking, courier, or supplier fees.

Refunds & Exchange Processing

Approved refunds or exchanges will only be processed once the returned goods have been received and inspected by Build It DTM and/or the supplier where applicable.

Refund processing times may vary depending on:

Banking institutions
Payment methods
Supplier assessments
Courier investigations

Discretionary returns and approved refunds may be subject to handling, administration, collection, courier, supplier restocking, or processing fees where:

The goods supplied were correct
The products are not defective
The return is not related to a valid CPA claim
The customer no longer requires the item
The order is cancelled after payment processing or dispatch preparation has commenced

Approved discretionary refunds may also be subject to a 5% refund and administration fee to cover non-recoverable payment gateway charges, banking fees, administrative costs, and processing expenses.

No refund or administration fee will apply where:

Incorrect goods were supplied by Build It DTM
The product is confirmed defective in terms of the Consumer Protection Act
The return qualifies as a valid CPA-related claim
The return is due to an error caused by Build It DTM

Any applicable fees will be communicated prior to processing the refund or return request.

Consumer Protection Act (CPA)

Nothing contained in this policy is intended to limit or exclude any rights afforded to consumers under the Consumer Protection Act of South Africa.

Products sold with an implied warranty of quality may qualify for repair, replacement, or refund within 6 months of purchase where applicable and subject to inspection, testing, supplier assessment, and CPA guidelines.

Goods that fail to meet a specific disclosed purpose may qualify for return in accordance with applicable CPA provisions.

Build It DTM reserves the right to inspect, test, assess, repair, refer to suppliers/manufacturers, or obtain technical evaluations before approving any refund, repair, replacement, or exchange request.