Refund policy

 

Return & Refund Policy

 

At Aysa Hardware, customer satisfaction is important to us. We aim to provide a straightforward and fair returns process for our customers. This policy outlines the conditions under which products may be returned or refunded when purchased through our online store.

Our returns and refunds procedures are aligned with South African consumer legislation, including the Consumer Protection Act 68 of 2008 and the Electronic Communications and Transactions Act 25 of 2002, which protect customers who purchase goods online.

Returns

Return Eligibility

Customers may request a return within 30 days of receiving the order.

To qualify for a return, the following conditions must be met:

  • The item must be unused and in the same condition in which it was delivered.

  • Products must be returned in their original packaging.

  • All included components such as accessories, manuals, and labels must be present.

Certain items may not qualify for return, including:

  • Perishable products

  • Custom-made or personalised items

  • Special-order products

  • Clearance or final sale items

Customers are encouraged to review product descriptions carefully, as some items may have specific return conditions.

How to Request a Return

If you would like to return a product, please follow these steps:

  1. Contact our support team by email or phone.

  2. Provide your order number and explain the reason for the return.

  3. Once the request is reviewed, we will send instructions on how to return the item.

Returns sent without prior approval may not be accepted.

Contact Details

Email: info@aysahardware.co.za
Phone: +27 084 417 0285

Return Shipping

Customers are generally responsible for the cost of returning items unless:

  • The item arrived damaged

  • The product is defective

  • The wrong item was delivered

We recommend using a tracked courier service or shipping insurance when sending items back. Aysa Hardware cannot guarantee responsibility for items lost during return shipping.

Return Conditions

  • Return window: 30 days from delivery

  • Refund processing: Up to 10 business days after inspection

  • Restocking fees: None (unless the item is returned damaged or incomplete)

  • Return method: Courier or approved return method

  • Currency: All refunds are issued in South African Rand (ZAR)

Returns Address

Address : 13 Blossom St, Silvertown, Cape Town, 7764

Refund Processing

After a returned item is received and inspected:

  1. You will receive an email confirming the outcome of the return inspection.

  2. If approved, the refund will be processed within 10 business days.

  3. Refunds will be issued using the same payment method used for the purchase.

Please note that depending on your bank or payment provider, it may take additional time for the funds to appear in your account.

Partial Refunds

In certain circumstances, only a partial refund may be granted. Examples include:

  • Products returned without original packaging

  • Items showing signs of use

  • Missing components or accessories not caused by our error

Non-Refundable Items

The following items may not be eligible for refunds:

  • Delivery or shipping fees (unless the item was faulty or incorrect)

  • Gift cards or digital vouchers

  • Final sale or clearance items

  • Custom or personalised products

Late or Missing Refunds

If your refund has been approved but you have not received it:

  1. Check your bank account again.

  2. Contact your bank or card provider, as processing times may vary.

  3. If the issue persists, please contact our support team.

Email: info@aysahardware.co.za

Exchanges

We will replace products only if they are:

  • Defective

  • Damaged during delivery

  • Incorrect items sent by mistake

If you need to exchange an item for the same product, please contact our team and we will assist you with the exchange process.

Legal Compliance

This Return & Refund Policy is provided in accordance with applicable South African laws, including:

  • the Consumer Protection Act 68 of 2008, which ensures fair consumer rights and product quality standards

  • the Electronic Communications and Transactions Act 25 of 2002, which provides consumer protection for online purchases

  • and the Protection of Personal Information Act 4 of 2013, which regulates the protection of customer information