Returns and Refunds Policy
 
Business Name: Basma Trading (Pty) Ltd
Contact Email: sales.basmatrading@gmail.com
Telephone: +27 (0) 83 560 6822
Country: South Africa
 
1. Our Returns Policy
 
At Basma Trading (Pty) Ltd, we are committed to transparent business practices and customer satisfaction. This policy explains how customers can request returns, refunds, replacements, or exchanges for construction materials, tools, hardware, and other products purchased through our website or sales office.
We handle all return and refund requests in accordance with our stated policy and applicable South African consumer protection laws, including the Consumer Protection Act 68 of 2008 (CPA), where applicable.
 
2. Return Period and Proof of Purchase
 
For eligible change-of-mind returns, customers should contact us within 7 calendar days of receiving or collecting their order to request return authorisation.
Please provide your original invoice, order number, or other reasonable proof of purchase.
The seven-day period applies to our voluntary change-of-mind return policy. It does not limit any longer or different rights that may apply under South African law, including rights relating to defective, unsafe, damaged, or incorrectly supplied goods.
 
3. Conditions for Change-of-Mind Returns
 
To qualify for a voluntary change-of-mind return, products should be returned in their original condition, subject to any inspection or handling reasonably necessary to determine their nature, characteristics, and functioning.
Where reasonably applicable, the following conditions should be met:
 
Products are unused and uninstalled.
Original packaging, labels, manuals, and accessories are included.
Materials have not been cut, modified, contaminated, or damaged after delivery.
Products are suitable for resale in accordance with the nature of the goods and applicable law.
We will assess each request individually. Nothing in these conditions removes any statutory rights a customer may have.
 
4. Products That May Be Excluded from Change-of-Mind Returns
Due to their nature, certain products may not qualify for voluntary change-of-mind returns, including:
 
Custom-cut steel, specially sized materials, and made-to-order products.
Products that have been installed, fitted, or modified at the customer's request.
Products sold on clearance, as end-of-range stock, or in a disclosed existing condition.
Products damaged through improper storage, handling, or installation after delivery.
These exclusions apply only to the extent permitted by applicable law. They do not automatically exclude remedies available for defective, unsafe, misdescribed, or incorrectly supplied goods.

5. Damaged, Defective, or Incorrect Items
 
If you receive a damaged, defective, unsafe, or incorrect product, please contact us as soon as reasonably possible.
 
Please provide your order or invoice number, a description of the issue, and photographs where practical.
 
We will assess the matter and, where appropriate under our policy and applicable law, arrange a repair, replacement, refund, or other suitable remedy.
 
Where a return or collection is required because of our error or a qualifying product defect, we will arrange and cover the reasonable return or collection costs as required by applicable law.
 
Customers retain any applicable statutory rights relating to defective or unsuitable goods.
 
6. How to Request a Return
Please contact us before sending any products back so that we can provide return instructions.
To submit a return request:
 
Email sales.basmatrading@gmail.com or call/whatsapp +27 (0) 83 560 6822.
Provide your order number or invoice number and the product details.
Explain the reason for the return.
Include photographs where the request concerns damage, defects, or incorrect items.
Wait for our response with the next steps and, where applicable, return or collection arrangements.
 
Please do not send goods to an unconfirmed return address.
 
7. Refunds and Processing Times
 
Once returned goods have been received and inspected, we will notify you of the outcome of your request.
Where a refund is approved:
 
Refunds will generally be issued to the original payment method.
An alternative refund method or store credit may be used where agreed with the customer and permitted by law.
We aim to process approved refunds within 7–10 business days after approval. The time taken for funds to reflect in your account may depend on your payment provider or financial institution.
Any permitted deductions, including reasonable return transport costs or restocking charges, will be disclosed before the return is finalised and applied only where lawful and applicable.
Refunds and other remedies required by law will be handled within the applicable statutory requirements.
 
8. Return Shipping and Collection
 
For eligible change-of-mind returns, customers are generally responsible for arranging and paying reasonable return transport costs, provided this is disclosed and permitted by law.
Where a return results from an error by Basma Trading (Pty) Ltd or a qualifying defect, we will arrange or cover return transport and collection costs where required by law or agreed as part of the remedy.
 
Due to the size and weight of some construction materials and hardware products, collection arrangements may need to be coordinated with our team before dispatch.
 
9. Cancellations and Orders Not Yet Delivered
 
If you wish to cancel an order before delivery or collection, contact us as soon as possible.
Whether an order can be cancelled without charge depends on its processing status, whether products have been specially made or cut, the applicable order terms, and any rights available under South African law.
Any cancellation charges must be lawful, reasonable where required, and communicated to the customer.
 
10. Statutory Consumer Rights
This policy is intended to operate alongside the Consumer Protection Act 68 of 2008 and other applicable South African laws.
Nothing in this policy excludes, restricts, or waives a consumer's statutory rights where such exclusion or restriction is prohibited by law. Where applicable, statutory remedies and time limits take precedence over conflicting provisions of this policy.
 
11. Contact Us
For questions about returns, refunds, replacements, or cancellations, please contact:
Basma Trading (Pty) Ltd
Email: sales.basmatrading@gmail.com
Telephone: +27 (0) 83 560 6822
Country: South Africa


Please use your order or invoice number when contacting us so that we can assist you efficiently.
Last updated: 22 October 2026