Refund Policy – PVC Floor Tile (Pty) Ltd
At PVC Floor Tile, customer satisfaction is important to us. This refund policy explains when a refund may be approved, what supporting documents are required, how returns are handled, and how long the refund process may take.
Refunds are only processed after the returned product has been received, inspected and approved by our team.
Eligibility for a Refund
You may request a refund if the product meets the following return requirements:
7-Day Return Period
The item must be returned within 7 calendar days from the date of delivery.
Unused Condition
The product must be unused, undamaged, uninstalled and not altered after delivery.
Original Packaging
The item must be returned in its original packaging, where applicable.
Proof of Purchase
The customer must provide an order number, invoice or proof of purchase.
Refunds Will Not Be Issued If
- The product has been used, installed, damaged, cut or altered after delivery.
- The original packaging is missing or significantly damaged.
- The refund request is made after 7 calendar days without valid justification.
- The item was sold as non-refundable, clearance, promotional or custom-made.
- The product is not returned in a re-sellable condition.
- The returned item is incomplete or missing parts, accessories or required documentation.
Refund Supporting Documents Required
To process an approved refund, PVC Floor Tile may require the customer to provide supporting banking documents for verification purposes. This helps us confirm that the refund is paid into the correct account and helps prevent incorrect or fraudulent refund payments.
Customers may be required to submit the following document:
- A stamped bank confirmation letter not older than 3 months.
The bank confirmation letter must show the account holder name, bank name and account number.
The bank document must match the customer or company name used when placing the order, unless written proof is provided authorising payment into another account.
Refunds will only be processed once the refund has been approved and the required banking verification document has been received.
Refund Processing Time
Approved refunds will be processed within 7 working days after we receive and inspect the returned item.
| Payment Method | Refund Process |
|---|---|
| Card or online payment | Refunds will be processed through the original payment method where possible. |
| EFT or bank deposit | A stamped bank confirmation letter not older than 3 months may be required before refund payment is released. |
| Alternative payment arrangement | The refund method will be confirmed by PVC Floor Tile management. |
Return Shipping
Customers are responsible for return courier fees unless the return is due to a confirmed product defect, incorrect item supplied, or an error made by PVC Floor Tile.
- We recommend using a reliable and trackable courier service.
- The customer remains responsible for the returned item until it reaches PVC Floor Tile.
- PVC Floor Tile is not responsible for returns lost or damaged in transit.
- Returns must be properly packed to avoid damage during transport.
Items That Cannot Be Refunded
Custom Products
Custom-sized, custom-cut or custom-branded mats and tiles cannot be refunded unless defective or incorrectly supplied.
Clearance Items
Clearance, promotional or marked-down sale items may not qualify for refunds.
Used Products
Products that have been installed, used, damaged or altered cannot be refunded.
Incomplete Returns
Items returned without required packaging, parts or proof of purchase may be rejected.
Damaged, Defective or Incorrect Items
If you receive a product that is incorrect, damaged or defective on arrival, please contact our support team as soon as possible.
Email us with your order number and clear photos of the product, packaging and issue. Once reviewed, PVC Floor Tile may offer one of the following solutions:
- A replacement product
- A repair or correction, where practical
- A full or partial refund, depending on the situation
- Further assistance after inspection by our team
How to Request a Refund
To request a refund, please email PVC Floor Tile with the required information below.
| Information Required | Details to Provide |
|---|---|
| Order information | Order number, invoice number or proof of purchase. |
| Reason for return | Explain why you are requesting a refund. |
| Product photos | Attach clear photos if the item is damaged, defective or incorrect. |
| Banking document | Stamped bank confirmation letter not older than 3 months, where required. |
Need Help?
We are here to assist you with refund queries, return instructions and product support.
Phone
Address
Unit D2, Strijdom Industrial Park,
243 Masjien Street,
Randburg, Johannesburg
