Refund policy

At Aysa Hardware, customer satisfaction is our highest priority. We are committed to supplying quality products and making the return and refund process as simple, fair, and transparent as possible.

Please review the policy below before requesting a return.

Return Eligibility

You may request a return within 30 days of receiving your order, provided that the following conditions are met:

  • The item is unused, uninstalled, and in its original condition.
  • The product is returned in its original packaging.
  • All accessories, manuals, labels, and included components are returned with the item.
  • You can provide proof of purchase or your order number.

To maintain product quality and safety, returned items will be inspected before a refund or exchange is approved.

Items That Cannot Be Returned

The following products are not eligible for return or refund unless they arrive damaged or defective:

  • Custom-made or personalized products
  • Clearance or final sale items
  • Products that have been used, installed, modified, or damaged after delivery
  • Items returned without their original packaging or essential accessories

Please review the product description carefully, as certain products may have additional return conditions.

How to Request a Return

To begin a return:

  1. Email us at info@aysahardware.co.za.

  2. Include:

  • Your order number
  • The reason for the return
  • Photos of the item if it is damaged, defective, or incorrect
  1. Our support team will review your request and provide return instructions along with a Return Authorization Number (RAN) if your return is approved.

Returns sent without prior authorization may experience processing delays or may be refused.

Return Shipping

Unless the return is due to our error (such as receiving a defective, damaged, or incorrect item), customers are responsible for the cost of return shipping.

For your protection, we recommend using a tracked and insured shipping service. Aysa Hardware cannot be responsible for returns that are lost or damaged while being shipped back to us.

Return & Refund Overview

Policy Details
Return Window 30 Days from Delivery
Return Method Mail
Return Shipping Customer Responsibility (unless our error)
Restocking Fee None
Refund Processing Within 10 Business Days After Approval
Currency South African Rand (ZAR)

Refunds

Refund Approval

Once your returned item has been received and inspected, we will notify you by email regarding the status of your return.

If approved, your refund will be issued to your original payment method within 10 business days.

Please note that your bank or payment provider may require additional processing time before the funds appear in your account.

Partial Refunds

A partial refund may be issued when:

  • The returned product is not in its original condition.
  • Parts, accessories, or packaging are missing.
  • The item has been damaged after delivery for reasons not caused by Aysa Hardware.

Non-Refundable Charges

The following are generally not refundable:

  • Original shipping charges
  • Gift cards
  • Clearance or final sale items

Late or Missing Refunds

If your refund has not appeared after the expected processing period:

  1. Check your bank account again.
  2. Contact your credit card provider or bank, as processing times can vary.
  3. If you still require assistance, contact us at info@aysahardware.co.za.

Our team will gladly help investigate your refund status.

Exchanges

We are happy to replace products that arrive:

  • Defective
  • Damaged during transit
  • Incorrect due to our error

To request an exchange for the same item, please contact info@aysahardware.co.za with your order number and supporting photos (if applicable). Our team will arrange a replacement as quickly as possible.

Damaged or Incorrect Orders

If your order arrives damaged, defective, or you receive the wrong item, please contact us within 48 hours of delivery.

To help us resolve the issue quickly, please include:

  • Your order number
  • A description of the issue
  • Clear photos of the product and packaging

We will work promptly to provide a suitable resolution, including a replacement, exchange, or refund where appropriate.

Contact Us

If you have any questions regarding returns or refunds, please contact us.

Aysa Hardware

Company Registration Number: 2021/795140/07

VAT Number: 4510310016

Physical Address:
13 Blossom Street
Silvertown, Cape Town, 7764
South Africa

Phone: +27 84 417 0285

Email: info@aysahardware.co.za

Business Hours: Monday–Friday, 9:00 AM–7:00 PM (SAST)