Returns and Refund Policy
Online Purchases Exchanges, Returns and Refund Policy
You may request a return or exchange on most of our online products provided they are in their new, unopened condition and within 30 days of delivery. A collection fee, covering the direct cost of return, applies within 7 days under the cooling-off period. Beyond 7 days, up to 30 days, handling and collection fees apply, unless the item is faulty. Please see below for details.
Cooling-Off Period (7 Days)
Under ECTA Section 44, for online purchases, you have a 7-day cooling-off period to cancel if not dispatched or return delivered items, provided they are in original packaging, unused and original condition. Only a collection fee, the direct cost of return (typically shipping), is charged. The following procedure must be followed:
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1. Email returns@window.co.za within 7 days of receipt of items should you wish to create a return.
2. Provide photos of items in original packaging. If items are not packaged in original packaging, we will not accept the return. The reason for this is you may be liable for any damages that occur in transit should an item not be correctly packaged.
3. Our Customer Care Team will arrange collection and advise on the fee once they have received your photographs.
4. Refunds, less collection fees, are processed within 14 working days, once the items are received back and assessed for resale.
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Certain goods are not eligible for returns. If you ordered a custom product (i.e sizes, fabrics, and or personalisation). Any goods that have been modified in any way for your personal use will not be eligible for a return of any kind.
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Returns Outside Cooling-Off Period (8 to 30 Days)
Beyond 7 days, up to 30 days, returns incur handling and collection fees, unless faulty.
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1. Email returns@window.co.za within 30 days of delivery of items to start this process.
2. Provide photos of items in original packaging, if items are not in their original packaging we can not accept the return.
3. Our team will arrange collection and advise on fees, after receiving your email and photographs.
4. Refunds, less fees, are processed within 14 working days after we assess the product for resale.
5. Items must be packaged properly to avoid damage in transit; you may be liable for damages if not correctly packaged.
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Incorrect Items Received
If you receive an incorrect item or quantity, email orders@window.co.za immediately you will have 7 days from delivery day to notify us of our error. We will arrange for collection and correction at our expense, with no fees charged to you. Please allow extra time during busy periods.
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Faulty or Damaged Items Received
Now and then we may experience manufacturing faults with handmade and or hand finished items. If an item is defective or damaged upon delivery, email orders@window.co.za immediately upon inspection and include photographs so we can deal with this quickly and efficiently.
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1. Email us upon noticing the issue.
2. Package in original packaging and provide photos.
3. We will arrange collection at our expense, please ensure photographs and that items are correctly packaged for return to avoid any damage in transit.
4. Upon assessment, if deemed faulty, we’ll comply with your choice (replace or refund). Normal wear, tear, or damage from your use after delivery is not covered.
5. Please note that normal wear and tear, damage arising from inadequate care, or damage arising from negligence in return transit or in your use will not be considered for examination.
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Exclusions
Certain goods, like those modified by you, are not eligible for returns. Any item custom-made are not eligible for returns . Or damage arising from negligence in return transit.
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Contact us prior to ordering if unsure.
