Returns & Refunds Policy
Last updated: [Date]
1. Overview
We at Modern Fireplaces strive to ensure you are satisfied with your purchase. If you change your mind or find an issue with your product, this Returns & Refunds Policy outlines your rights and our processes.
2. Applicability
This policy applies to all purchases of goods via modernfireplaces.co.za (the “Site”) by consumers residing in South Africa, unless otherwise agreed in writing.
3. Change-of-Mind Returns
You may return goods purchased from the Site within 7 (seven) calendar days from the date of receipt, subject to the conditions below.
The goods must be returned in their original condition: unused, undamaged, with all original packaging, tags, manuals, accessories, etc.
The cost of returning the goods (shipping or transport) is for your account, unless otherwise agreed.
Once we receive and inspect the item and confirm that it meets the return conditions, we will issue a refund (see section 6).
Note: Because many of our products are large, heavy, or custom (“fireplaces, braais, flues, chimneys”) the cost to return may be substantial. We recommend that you inspect your order carefully upon delivery before acceptance.
4. Faulty, Damaged or Incorrect Goods
If your purchase arrives damaged, defective, or not as ordered, you may notify us within 48 hours of receiving the item. We will arrange for inspection and, if the fault is confirmed, we will at our discretion:
repair the item, or
replace the item, or
issue a full refund including return shipping costs.
We may request photographic evidence or arrange inspection by a technician before authorizing return or refund.
5. Exceptions & Non-Returnable Items
The following goods are not eligible for change-of-mind returns:
Goods that have been installed, used, modified, or damaged by you
Custom-built or bespoke fireplaces, chimney systems, or braais specifically manufactured per order
Consumables, parts, or accessories once installed
Items whose seals or packaging have been broken (unless faulty)
Clearance, final sale, or discounted items marked non-returnable (if clearly indicated at time of sale)
6. Refunds
Refunds (where applicable) will be processed within 14 business days of receiving and inspecting the returned goods.
Refunds will be made to the original payment method (e.g. credit card, EFT).
If you paid for delivery, we will deduct only actual outbound shipping cost (where applicable) from the refund — not more.
You will be notified via email once the refund has been processed.
7. Return Process
Notify us in writing (email to support@modernfireplaces.co.za
or via our contact form), providing: order number, item(s), reason for return, and supporting photos (if relevant).
We will confirm whether the return is accepted and provide return instructions (address, shipping method, etc.).
You ship the item (securely packaged) at your cost (unless it is a faulty/incorrect good).
Once we receive and inspect, we will process refund or replacement as per this policy.
8. Risk & Ownership
Until we receive the item back, you bear the risk of loss or damage in transit.
Ownership (title) of the goods returns to us once we physically receive them and accept the return.
9. Consumer Rights under the Consumer Protection Act
This policy is in addition to your statutory rights under South Africa’s Consumer Protection Act (CPA). To the extent that CPA provides greater protection than this policy, those rights will prevail.
10. Changes to This Policy
We may update this policy from time to time. Any changes will be posted on the Site with the “Last updated” date. Your continued use of the site after changes indicates your acceptance of the new terms.
11. Contact Us
If you have any questions or wish to submit a return request, contact us:
Modern Fireplaces
Email: sales@modernfireplaces.co.za
Phone: 021 137 5246
Address: Block A, Stonewood Business Park, Stonewood drive, Uitzicht, 7570
