Refund policy

Thank you for shopping at Metaal. If you're not completely satisfied with your purchase, we're here to help. For assistance with your return please email hello@metaal.co.za for assistance. Please attach images of defective or damaged products if applicable.

You can return the product to us within 30 days of receiving it and we will exchange it, replace it, credit your account, or refund you subject to the terms below. This policy applies to products bought from Metaal.co.za

In all cases, the items must be returned in their original condition, which includes packaging. Clearly mark your return reference number on the outside of the parcel; and

Include all accessories, parts, and components that were sold with the product.

Failure to adhere to any of these requirements could delay the processing of your request or result in its decline altogether. Goods will be inspected on return and remain your responsibility until they reach our Warehouse. Please ensure you package your return to prevent any damage to the items or boxes.

We reserve the right to refuse a refund or exchange if the goods returned are deemed to be damaged or tampered with not in accordance with normal use. This does not affect your statutory rights.

Please return all parcels to:

65 Kenridge Avenue,

Kenridge, Durbanville

Western Cape, 7550

We do not offer a free returns service, therefore it is your responsibility to cover the shipping costs for the return. Bear in mind, shipping costs are non-refundable. However, if you return items for replacement, we will dispatch the replacement goods to you free of charge.

If you wish to return goods, please send the goods back in their original packaging with a courier of your choice. Please understand that we cannot accept COD's packages. Kindly keep the receipt or tracking number of your returned package in the event it is delayed or lost in transit.

We cannot be held responsible for items lost or delayed in transit on the way back to us.

 

PRODUCTS NOT ELIGIBLE FOR RETURN:

The following products are NOT eligible for a refund, exchange or credit:

products marked "Sale";

electronic vouchers;

products which are "made to order" or made to your specifications, unless defective.

 

INCORRECT PRODUCT DELIVERED:

We do our best to ensure the product information, availability, purchase price and associated delivery times and fees are accurately reflected on our site. In case of errors to information, please notify us by contacting us via e-mail at hello@metaal.co.za.

However, should we accidentally deliver the wrong product to you or if the product is not as described on the website, or is missing any parts:

Please do not remove the product from its original packaging or any of the stickers or labels.

Notify us as immediately and we will collect the product from you at no charge.

We will at your choosing:

deliver the correct item to you as soon as possible (if available); or

send you a voucher for the purchase price of the product; or

issue a refund (using the same method of payment you originally used for the purchase).

Please note that a refund is not available if the item was received as a gift.

 

PRODUCTS DAMAGED ON DELIVERY:

Should a product be damaged at the time of delivery/collection, please notify us of such delivery by logging a return via email to hello@metaal.co.za

We will arrange to collect the product from you at no charge. Once we have inspected the product and validated your return, we will, at your choice, replace the product as soon as possible or credit your account with the purchase price of the product (or refund you if that is your preference). Credits and refunds are normally handled within 8 days of logging the return (bear in mind that refunds can take a further 1-4 working days to reflect in your account). Replacements could take longer, depending on parts / replacement availability.

 

 DEFECTIVE PRODUCTS:

We do our best to ensure that the products we deliver to you are of a high quality and without defects.

If you have received a product which turns out to be defective, please notify us as soon as reasonably possible after you become aware of the defect, but in any event within 14 days after delivery.

You can do so by emailing us at hello@metaal.co.za, and we will arrange to collect the product from you at no charge. Once we have inspected the product and validated your return, we will, at your choice, replace the product (if a replacement is possible) or credit your account with the purchase price of the product (or refund you if that is your preference). Credits and refunds are normally handled within 8 days of logging the return (bear in mind that refunds can take 1-4 working days to reflect in your account). Replacements could take longer, depending on parts / replacement availability.

Please provide suitable packaging for returning the product (it need not be the original packaging), as well as all accessories, components and parts that were sold with the defective item when you return it to us – regardless of whether you request a replacement or a refund. Our courier is entitled to refuse collection of a product that is not properly packaged for transport.

 

VOUCHERS AND COUPONS:

There are two types of Coupons: a Coupon with a fixed amount of a discount, e.g. R100 off (“Fixed Coupon”), and a Coupon with a percentage discount, e.g. 10% off (“Percentage Coupon”).

Where you have used a Fixed Coupon to pay for an order, and you or Metaal later cancels your order (or part thereof) prior to delivery of the relevant product/s, or you log a return of one or more products for a credit in accordance with this Policy, the value of the Fixed Coupon will be deducted from the purchase price of the cancelled or returned product(s) (as applicable), and we will credit your account for the balance, if any (or refund you if that is your preference). We will also provide you with a replacement Fixed Coupon of the same value as the original Fixed Coupon used. Metaal may in its sole discretion impose restrictions on the use of the replacement Fixed Coupon. For any subsequent cancellations or returns arising out of the same order, we will credit your account as normal with the value of the returned product (or refund you if that is your preference).

Where you have used a Percentage Coupon to pay for an order, and you or Metaal later cancels your order (or part thereof) prior to delivery of the relevant product(s), or you log a return of one or more products for a credit in accordance with this Policy, the value of the discount received using the Percentage Coupon will be deducted from the purchase price of the cancelled or returned product(s) (as applicable), and we will credit your account for the balance, if any (or refund you if that is your preference). We will also provide you with a replacement Fixed Coupon of the same value as the discount received using the original Percentage Coupon. Metaal may in its sole discretion impose restrictions on the use of the replacement Fixed Coupon. For any subsequent cancellations or returns arising out of the same order, we will credit your account as normal with the value of the returned product (or refund you if that is your preference).

Wherever you have used a Voucher to purchase a product that you later return for a refund in accordance with this Policy, we cannot refund you in cash for that portion of the purchase price which you paid using the Voucher, but we will credit your account.

 

CHARGES:

If you return a defective product to us, but you fail to return all of the accessories that were sold with that product, we are entitled (subject to applicable law) to refuse the return, only to replace the item that you did return, or to estimate the value of the missing accessories and only to credit or refund you in respect of the returned item.

If you return a product that does not comply with this policy, you may be liable to reimburse Metaal for the cost of collecting the product from you and the cost of having the product returned to you.