Last updated: 28 January 2026

This Refunds & Returns Policy applies to purchases and bookings made via woodhillgasinstallers.co.za (“Website”) from Woodhill Gas Installers (“we/us/our”).

It is drafted to align with South African consumer protections, including the Electronic Communications and Transactions Act (ECTA) (online transaction cooling-off and e-commerce rules) and the Consumer Protection Act (CPA) (quality standards, implied warranty, and remedies).

1) Contact & returns address

Email: dehandre@woodhillgasinstallers.co.za
Phone/WhatsApp: 083 779 8036

2) Your rights and when you can return

A) Change-of-mind cancellations for online orders (ECTA cooling-off)

If you bought goods online (e.g., covers, cages, accessories) you may cancel without reason and without penalty within 7 days after receiving the goods.

If you bought services online, you may cancel within 7 days after concluding the agreement (unless an exception applies—see below).

  • The only charge we may levy is the direct cost of returning the goods.

ECTA exclusions (important): The 7-day cooling-off does not apply to certain transactions, including (among others) goods made to your specifications/personalised, goods that cannot be returned or deteriorate rapidly, and services that began with your consent before the end of the 7-day period.

B) Wrong item delivered / not as agreed (CPA – returns)

If we deliver the wrong goods or goods that do not match the agreed order, you may return them and we must refund you (subject to CPA rules and any lawful deductions where applicable).

C) Defective / unsafe / not of good quality (CPA implied warranty)

If goods are defective, unsafe, or fail to meet the CPA quality standards, you may return them within 6 months of delivery/purchase and you choose whether you want a repair, replacement, or refund.

  • For CPA defect returns, the return is without penalty and at the supplier’s risk and expense.

3) Services, installations, and add-ons (covers/cages + installation)

Service bookings (installations, call-outs, inspections)

  • If you booked a service online, ECTA cooling-off may apply only if the service has not started, unless the transaction falls into an exclusion (e.g., service began with your consent).
  • If you request that we start work immediately (or within the cooling-off window), you may be asked to confirm you consent to the service starting, which can affect cooling-off rights.

Add-ons (covers, cages, etc.)

  • If an add-on is supplied as goods only, it follows the goods return rules above.
  • If an add-on is supplied and installed, returns/refunds depend on whether the issue relates to the product (goods) or the workmanship/service. Defects in goods are handled under CPA implied warranty rules; service-related concerns will be assessed and remedied as required by applicable law and the specific job scope.

Compliance / Certificates of Conformity (CoC)

If your installation requires a compliance certificate, issuing a CoC depends on the installation meeting the relevant requirements. If remedial work is required to achieve compliance, we will quote before proceeding.

4) Conditions for returns (where applicable)

To process a return as quickly as possible:

  • Provide proof of purchase (order number / invoice / payment confirmation).
  • Return goods unused, in original packaging, with all accessories/manuals (where reasonably possible), except where the return is for defects (CPA rights still apply even if packaging is missing).

5) How to request a return or refund (step-by-step)

  1. Email [INSERT] with: your name, order number, item(s), reason, and photos (if damaged/defective).
  2. We’ll confirm eligibility and provide return instructions (courier/collection or drop-off).
  3. Once received/inspected (or once the defect is verified), we will process the remedy (refund/replace/repair) per your applicable rights.

6) Refund method and timing

  • Approved refunds are processed to the original payment method unless otherwise agreed and legally permissible.
  • If we cannot supply goods/services, we must notify you and refund payments within the required period under ECTA (commonly within 30 days after notification).
  • Bank/payment processing times may vary by provider.

7) Delivery damage

If goods arrive damaged:

  • Notify us within 48 hours of delivery (with photos), so we can investigate with the courier and resolve quickly.
  • This does not limit your legal rights if the goods are defective/unsafe.

8) Return shipping costs (summary)

  • ECTA change-of-mind (7 days): customer pays the direct cost of returning goods.
  • CPA defective/unsafe goods (within 6 months): return at supplier’s risk and expense and you may choose refund/replace/repair.

9) Questions / complaints

Email dehandre@woodhillgasinstallers.co.za and we’ll assist. If a dispute can’t be resolved, you may escalate through appropriate consumer channels as provided for under South African law.