Returns, Cancellations & Refunds Policy
1. Scope
This policy covers cancellations, returns, refunds, delivery issues and installation complaints. Statutory rights under South African law take precedence.
2. Cancellation before fabrication
Request cancellation in writing at sales@stoneaxis.co.za. Any lawful charges depend on the agreement, work undertaken and applicable legislation. A deposit is not automatically non-refundable.
3. Custom-made goods
Cut-to-size or specially manufactured stone may be excluded from certain change-of-mind rights, depending on the transaction and the relevant law. This does not exclude rights for defects, incorrect specifications or poor workmanship.
4. Standard products and online orders
Returns and applicable cooling-off rights for unmodified products are honoured where required by law. Any exceptions are assessed on the actual product and transaction, not applied automatically to all stone products.
5. Defective or incorrect products
Email complaints@stoneaxis.co.za with the invoice/quote reference, description and available photographs. StoneAxis will assess and provide the legally required remedy.
6. Installation complaints
Incomplete or defective installation work should be noted on the sign-off form and reported. Signing off does not waive statutory rights regarding subsequently discovered defects.
7. Refunds
Approved refunds will be made securely, within any applicable statutory deadline. Amounts and lawful deductions depend on the relevant rights and circumstances.
8. Delivery issues
Report damage, missing items or incorrect deliveries promptly where possible. A delay in reporting does not automatically remove statutory rights.
9. Contact
Sales and cancellations: sales@stoneaxis.co.za. Complaints and refund requests: complaints@stoneaxis.co.za. Telephone: 087 265 4337.
These policies are subject to applicable South African law. Statutory rights are not excluded.