Service work
Plumbing labour and diagnostic work cannot generally be returned once performed. Concerns about workmanship should be reported promptly with the invoice, address and a clear description of the issue.
Fair and clear process
Refunds, returns and service-related queries
Refund and return requests are considered according to the type of purchase, the condition of supplied goods, the work already completed and the supporting records available.
REFUNDS AND SERVICE QUERIES
Understand the review process
The outcome depends on the type of purchase or service, the work already completed, the condition of supplied goods and the supporting information available.
Products and materials
Unused standard products may be considered for return where they are complete, undamaged and accepted by the supplier. Special-order, installed or opened products may not be returnable.
Cancellations and call-outs
Costs already incurred for travel, assessment, procurement or reserved labour may affect a cancellation or refund request. Any applicable charge should be explained against the accepted quotation or booking terms.
SUBMITTING A QUERY
Provide the information needed for a fair review
Use the guidance below to prepare the invoice details, service address, dates, photographs and the outcome you are requesting.
How to submit a query
Provide the invoice number, service address, dates, photographs and the outcome you are requesting.
Learn more →Inspection may be required
A site inspection may be necessary where the cause or responsibility cannot be established from the supplied information.
Learn more →Supplier conditions
Manufacturer and wholesaler return conditions may apply to products and special orders.
Learn more →No automatic admission
Reviewing a refund request does not by itself confirm liability or approval.
Learn more →Processing time
Once all necessary information is available, the request can be assessed and a response provided.
Learn more →Consumer rights
Nothing in this policy is intended to remove rights that apply under South African law.
Learn more →NEED TO RAISE A CONCERN?
Send the relevant details for review
Include the invoice number, service address and a clear description of the concern so the request can be assessed properly.
WHAT TO SEND USYour suburb, a short description of the problem and safe photographs where available.
Need help deciding where to start?
Send the suburb, a short description and safe photographs. We will help identify the most practical service page or next action.
