Return & Exchange Policy
At PVC Floor Tile (Pty) Ltd, customer satisfaction is important to us. This Return & Exchange Policy explains how returns, exchanges, damaged items, incorrect orders and warranty support are handled.
Please read this policy carefully before requesting a return. All returned products must be inspected and approved before a refund, exchange or replacement can be processed.
How to Request a Return
To request a return or exchange, please contact our support team and provide the required details so we can assist you quickly.
| What to Send | Details Required |
|---|---|
| Order information | Your order number, invoice number or proof of purchase. |
| Reason for return | Explain whether the product is damaged, incorrect, unwanted or defective. |
| Photos | Attach clear photos of the product, packaging and issue where applicable. |
| Contact details | Provide your name, phone number and delivery or collection address. |
Return Conditions
You may return an unused product within 7 calendar days of receiving it, provided it meets the conditions below.
Unused Product
The item must not be used, installed, cut, damaged or altered after delivery.
Original Packaging
Products must be returned in their original packaging where applicable.
Resellable Condition
The product must be clean, complete and suitable for resale.
Inspection Required
All returned products must be inspected before approval is confirmed.
Return Process Based on Product Size
The return process may differ depending on the product type, quantity and size of the order.
Small to Medium Items
Small or medium items may be returned by courier after approval from our team. Customers must provide clear photos of the product and packaging before collection or return instructions are confirmed.
Large or Bulk Items
Large orders, bulk rubber mats, interlocking tiles or heavy flooring products may require arranged collection. Our team will advise on the best return method after reviewing the order details.
Changed Your Mind?
If you changed your mind, you may request a return within 7 calendar days of receiving the product.
- The item must be unused, uninstalled and in resellable condition.
- The product must be returned with its packaging and proof of purchase.
- Return courier fees may be for the customer’s account.
- All items will be inspected before refund or exchange approval.
- Custom, cut-to-size or made-to-order products may not qualify for return.
Damaged or Incorrect Items
If your product arrives damaged, defective on arrival or different from what you ordered, please notify us as soon as possible.
- Email your order number and clear photos of the issue.
- Include photos of the outer packaging and product condition.
- Keep all packaging until the matter has been reviewed.
- Return any free gifts, accessories or bundled items included with the order.
Once assessed, PVC Floor Tile may arrange a replacement, exchange, repair, refund or another suitable solution depending on the situation.
Exchange Policy
Exchanges may be considered where the product is unused, undamaged, in resellable condition and approved by PVC Floor Tile.
| Exchange Situation | How It Is Handled |
|---|---|
| Wrong product ordered by customer | An exchange may be approved, but return and redelivery costs may apply. |
| Incorrect product supplied by PVC Floor Tile | We will assess the issue and arrange correction where confirmed. |
| Damaged or defective item | The product will be assessed before replacement, repair or refund is confirmed. |
| Custom or made-to-order item | Exchanges may not be available unless the item is defective or incorrectly supplied. |
6-Month Warranty Coverage
Selected rubber flooring and related products may carry a 6-month warranty against manufacturing defects, subject to correct use, installation and maintenance.
If a product is confirmed to have a manufacturing defect, PVC Floor Tile may repair, replace or refund the item depending on the assessment outcome.
Warranty Does Not Cover
- Misuse, abuse or incorrect product use.
- Accidental damage after delivery.
- Improper installation or poor site preparation.
- Use outside the product’s intended purpose.
- Failure to follow cleaning, installation or maintenance instructions.
- Damage caused by sharp objects, excessive heat, unsuitable chemicals or heavy abuse.
- Damage caused by lightning, power surge or external events not related to manufacturing.
Manufacturer Warranty Support
If a product is still under manufacturer warranty, PVC Floor Tile may assist by submitting the product or claim to the manufacturer for evaluation.
- The manufacturer will determine whether the product qualifies for repair or replacement.
- Assessment timelines may depend on the manufacturer’s process.
- Approval is not guaranteed until the product has been inspected.
Out-of-Warranty Repairs
If your product is no longer under warranty, we may assist with repair guidance or a repair quotation where possible.
- A repair quote may take up to 10 business days.
- An assessment fee may apply.
- The customer is responsible for repair and transport costs outside warranty.
- Repairs will only proceed once the quote has been accepted.
Processing Time and Delivery Charges
| Process | Expected Timeline or Condition |
|---|---|
| Return review | Returns are reviewed after photos, order details and product condition are received. |
| Warranty-related repairs | Warranty repairs may take up to 21 working days depending on assessment and product availability. |
| Delayed warranty resolution | If a warranty repair is delayed, PVC Floor Tile may offer another suitable solution where applicable. |
| Delivery or return fees | Delivery, collection or return courier fees may apply and are usually paid upfront. |
Refunds
Refunds are handled under our Refund Policy and are only processed after approval, inspection and confirmation by PVC Floor Tile.
For refund conditions, banking verification requirements and refund processing timelines, please read our Refund Policy.
Contact Us
Need help with a return, exchange or warranty query? Contact PVC Floor Tile and our team will guide you through the process.
Phone
Address
Unit D2, Strijdom Industrial Park,
243 Masjien Street,
Strijdom Park, Randburg
