RETURN POLICY
On Normally Stocked Items (items regularly stocked at our warehouse):
- 15-DAY Free Returns on UNOPENED BOXES and resalable items provided, customer is responsible for all shipping costs (including, but not limited to, the original shipping cost and the return shipping cost).
- A restocking fee will be applied after the 15 day guarantee period.
On Non-stocked Products (items that originated from our suppliers):
- A 20% restocking fee applies to all non-stocked product returns, which must be unopened flooring in resalable condition. This also includes custom rugs which have been cut to size.
Accessories, Overages, Refused Orders, Items Wrongly Shipped:
- Trims and other accessories such as adhesives, underlay, moldings and cleaning materials are non-returnable items.
- Overages and products purchased over 30 days are non-returnable.
- Refused shipments without authorisation will be treated as a return and will be subject to a 20% restocking fee along with initial and return shipping costs.
- In case you received wrong items, please email us digital pictures of the product label showing the item ID or provide us a clear description of the product received. This way, we can clearly identify the error and correct immediately.
DEFECTIVE CLAIMS POLICY
If you received a defective item or found defects on products after installation, we will be happy to take care of the issue. Please follow the steps below so that your claim may be processed in a timely manner:
- Call us at 011-608-4270 or email us a info@kbacflooring.co.zo with the following information:
- Order number or name on the account
- Brief description of the issue
- 4-6 digital pictures clearly showing the issue
- Your contact information (email address/working phone number)
- Your certified installer’s contact information
- Your preference for either credit or replacement
- A Claims Representative will contact you through email within 24-48 hours to provide you instructions on how to proceed and to assist you with the entire process.
- If the digital pictures cannot clearly show the issue, you may be required to send us samples of the defective items.
- If pictures and samples are not enough, a third party inspector may be recommended to physically inspect the reported defect. An inspection fee of R300.00 will be charged to the customer and refunded should the inspection report prove that the issue is indeed a manufacturing defect.
- KBAC Flooring will ship out replacement/issue credit for the materials AT NO COST should the claim be approved.
For UNINSTALLED PRODUCTS
After opening 2 cartons with defects, PLEASE STOP opening cartons. We will not issue refund/replacement for boxes OPENED after the first 2 cartons.
For INSTALLED PRODUCTS
Installation of the defective product is acceptance of the order. A claim will not be processed for items with visual defect prior to installation.
RUG RETURNS
Where the Consumer Protection Act, No. 68 of 2008 (“CPA“) applies to you, KBAC Flooring`s policy in this regard will comply with the requirements of the CPA in relation to exchanges, returns and refunds.
Where the CPA applies to you and/or the Products or Services in question, KBAC Flooring will provide the warranties, undertakings and assurances as required under the CPA, but subject to any limitations and restrictions as allowed under the CPA.
You may be entitled to certain cooling-off rights with products being returned within fourteen days of receipt for a full refund.
Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
To complete your return, we require a receipt or proof of purchase.
There are certain situations where only partial refunds, or no refunds are granted: (if applicable)
- Items on sale cannot be returned or exchange
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 14 days after delivery
- Any returns or exchanges will be subject to a R300 courier fee. This fee will be deducted from the refund made by KBAC Flooring once the returned/exchanged item has been received and inspected.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@kbacflooring.co.za
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at infor@kbacflooring.co.za and we will make the necessary arrangement to collect.
Shipping
To return your product, you will be required to make contact with us at info@kbacflooring.co.za and describe the reasoning for the return.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
