Returns and Refunds Policy
15 January 2020 V3.0
We like satisfied customers, and we’ll do just about anything to achieve that. In the unlikely event that you would like to return any goods after the goods have been delivered to your home and you have inspected them, you are entitled to return them subject to the terms of the CPA.
This is what you need to know:
- Please notify us in writing within 10 days of receiving any goods if you would wish to return them.
- We will offer you the choice of exchanging the goods or receiving a refund.
- Any items should be returned before they have been installed: unused, undamaged and in their original packaging. If this is not the case, we may not be able to refund you in full.
- Where possible we provide you with a full refund but unfortunately some of our suppliers will charge a 15% handling and administration fee which we will deduct from your refund. We are also entitled to deduct a 5% finance administration fee and 10% re-packaging fee. We try our level best to avoid any deductions but sometimes these are unavoidable.
- Please see below for further information on how to return an item.
- Goods to be returned must only be transported by a company that covers in-transit insurance. You will be liable for the shipping cost of returning these items. You are also liable for the insurance and safe transport of the items. They still belong to you whilst in transit.
- Specially manufactured, pre-ordered or sprayed items are often non-refundable, so please be sure when ordering such items. We are happy to arrange for you to pre-view any colour samples if you wish to.
Returns within 30 days
We require notification in writing (email) within 10 days of delivery and you have up to 30 days to return your order.
Please see below for information in how to return an item, how to package the return and how we process your refund. Please contact us in writing via email to request a return.
Goods arrived damaged
PLEASE NOTE: It is your responsibility to thoroughly check your item. Signing the delivery note constitutes acceptance of your items in good order. You need to note damage on the waybill, photograph and email that to us.
If you sign for the goods on the waybill without noting damage then a return or full refund may not be possible.
If your goods arrive damaged, missing any parts or accessories, or inoperable, then we will do our best to resolve the issue. Please notify us within 10 days (the sooner the better) by email.
We will require the following information to assess where in the delivery process the damage may have occurred:
photograph of the outer box (including whether it has a Fragile sticker or not);
photograph of the inside of the box, including the inner packaging; and
photograph of the damaged item.
photograph of the delivery note and waybill
If necessary we will arrange collection of the product from you at no charge. Once we have inspected the product or photographs and validated your return (if needed), we will, according to your preference:
replace the product (if available); or
issue a refund voucher for the purchase price of the product or
issue a refund (using the same method of payment you originally used for the purchase).
Please note that a refund is not available if the item was received as a gift.
Please read our shipping and delivery information page.
Incorrect item delivered
We do our best to ensure the product information, availability, purchase price and associated delivery times and fees are accurately reflected on our site. Please notify us within 10 days (the sooner the better) by email.
However, should we accidentally deliver the wrong product to you or if the product is missing any parts:
Please do not remove the product from its original packaging or any of the stickers or labels.
Notify us as immediately and we will collect the product from you at no charge.
We will at your choosing:
deliver the correct item to you as soon as possible (if available); or
send you a voucher for the purchase price of the product; or
issue a refund (using the same method of payment you originally used for the purchase).
Please note that a refund is not available if the item was received as a gift.
How to return an item
There are different methods of returning an item.
You may drop off the item at our retail stores. There is no cost associated with this.
The cost to return an unwanted item is yours (just as if you had to drive to a shop to return it). Unless the item was damaged in transit or arrived damaged, then if you have noted this on the delivery we will collect at no charge. We advise that you use a reputable freight or courier company to return your goods. Please ensure that you insure or have goods in transit insurance as the item is deemed as belonging to you until it is delivered to us and inspected.
How to package an item you want to return
The returning product must be packed, in its original packaging, in another box with as much padding and protective packaging as possible so that it can travel safely back to us. Returns that are sent back otherwise will have a 10% repackaging fee levied against them. If the returning product has not been packaged properly and is damaged, then we simply cannot give you a refund. It is your responsibility to package the item correctly.
How we process your refund
Returns within 30 days
You will be offered a Fires and Braais credit or voucher or a product exchange. If you specifically require another form of refund (i.e. credit card or EFT), a 5-7% fee of the refund amount may be charged. Refunds are handled within 8 to 10 working days of the return being approved (refunds can take up to 3 working days to reflect in your account once processed due to banking timelines).
Where possible we provide you with a full refund but unfortunately some of our suppliers will charge a 15% handling and administration fee which we will deduct from your refund.
We supply certain goods that you cannot return to us as they are:
items that have been used or assembled
electronic vouchers or
of a nature that prevents them from being returned, such as our online courses.
Perishable goods includes everything under our food and fuel category, and we are unable to refund or exchange items. If, however, your perishables have arrived damaged or expired we will replace or refund them when we are at fault.
If you order the goods in advance, we may charge you a reasonable deposit. You will forfeit this deposit if you cancel the order within 10 days before the agreed upon delivery date.
Special Order and Custom Made Items
Special order items and bespoke items cannot be cancelled or returned once ordered from our suppliers. Fires and Braais (Pty) Ltd may, per agreement, in writing, offer to sell bespoke items and pay over any funds less bank fees, administration charges and all other incurred costs to the customer on sale of said items. Administration fees may be as much as 15% in some instances from our suppliers. Other incurred costs which will not be refunded include but are not limited to freight, import duties, labour, insurance. Special order and bespoke items include: coloured fireplaces, double and multi-sided fireplaces, custom sized items and items made to order across our full range of products. Goods purchased by way of special arrangement or custom order will only be replaced if defective. We reserve the right to consult the manufacturer/ supplier of the product for an evaluation. Customers are encouraged to ensure that measurements and specifications of custom items are correct when ordering, as custom made orders cannot be refunded or exchanged if incorrect sizes were provided
If you ask us to provide you with custom goods, we may charge you any deposit or the full amount for the goods. You may not cancel an order for custom goods prior to delivery, unless we allow this in our discretion. In this case, you will forfeit any deposit or amount already paid for the goods, and we may charge you an additional cancellation fee. The cancellation fee plus the amount forfeited will not be more than the full amount for the goods.
Our goods warranty
We warrant that all our goods are new and of good quality unless we clearly describe them as used or reconditioned or as having specific defects.
Statutory warranty against defects
We warrant all our new goods against any defects for six months of normal household or business use, from the time we supplied the goods. This is the statutory warranty in terms of the Consumer Protection Act of 2008 (the CPA).
Defective goods are those that had a defect or were unsafe when we supplied them. We highly recommend inspecting out your purchase as soon as you have received it to make sure that everything is in working order. A defect usually means that the goods were manufactured using materials, components or workmanship below an acceptable standard. You must prove that goods are defective.
We will repair, replace, or refund the price of any defective goods that you return to us during the six-month statutory warranty. Returns must follow our returns procedure below. We will do our best to repair the defective good, or replace it within 21 calendar days. However, if it takes longer, we will contact you to let you know what is happening.
Statutory warranty on repairs
We do not personally carry out the repair, but we will send the goods to the supplier to be repaired. We warrant all our repairs and repaired goods against the failure of a repair and any further defect for the remaining portion of the statutory warranty plus a further three months from the time we returned the repaired goods.
Compensation under repair warranty
If you are also a consumer under the CPA, then we may choose to replace or refund the price of any repaired goods that you return to us during the three-month repair warranty period.
Extended supplier warranty
After the six months’ statutory warranty has expired, some products have an extended warranty. These warranties are usually stated in the product brochure, and are be subject to the manufacturer’s specific terms and conditions.
It is solely up to the supplier or manufacturer as to what remedy it can offer you. We are under no obligation to provide you with a credit, repair or replacement, as your remedy lies with the supplier or manufacturer. However, since we want your experience to be as good as possible, we will facilitate the discussion for replacement or repair between you and the supplier.
Exclusions in warranties and guarantees
Glass panels are not covered by any guarantee and as they are expensive to replace we recommend that they be insured.
Products with a vitreous enamel finish are not guaranteed against chipping or flaking of the enamel finish.
Service and consumable items such as paint finishes, fire linings, flue baffles and dampers, grates, gaskets, control valves, regulators and electrical and electronic components.
Service call outs and site visits (see Site Visits and Call outs).
Null and void
All guarantees and warranties offered by the manufacturers are subject to the products being serviced according to the manufacturer’s requirements, and please note that all guarantees specifically exclude damage to products and related consequential damage caused by misuse of the product i.e. Over firing, or burning the wrong type of fuel. Over firing will be indicated by cracked or crumbling refractory fire linings, buckled or distorted cast iron or steel fire linings, and permanent discoloration of the door glass. Warranties and Guarantees will be marked NULL & VOID if products are tampered with, repaired or altered in any way without agreement/ approval of a qualified specialists and with the agreement of Fires and Braais. (Pty) Ltd.
Please carefully read and follow all instructions that come with our goods. For example, any documents that help you use our goods.
Installation Manuals and User Guides
The installation manuals and user guidelines form part of the Terms and Conditions of sale. The client agrees to ensure all manuals are provided on installation and are kept in a safe place. Often manuals contain your serial number (required for warranties, services and insurance purposes). KEEP THEM SAFE. Misplaced and missing manuals and guides cannot be replaced. The onus rests wholly on the client to read and understand operational and safety instructions.
Inspection of defective goods
If you believe you have received a defective product it may be sent to our suppliers and manufactures for examination. Should the goods be found to be defective the shipping will be covered by us. Where items are found to be in good working condition or damaged through misuse then the shipping and return shipping cost will be for the customer account.
Site visits and call outs
Where a site visit is required to carry out a guarantee repair, or replacement of a faulty part, or removal of the product to our workshop for repair, a call out fee covering the labour and transport costs will apply. These costs are not covered by warranties and guarantees.
Our examination duties
Our third-party suppliers are trained to recognise any defects in their goods. They can usually tell if the goods have been misused, for example if they have been neglected, damaged, altered or not used according to instructions. Our third party suppliers will give reasons if they refuse to accept that we supplied defective goods, but will only do this if they honestly believe the goods have been misused.
Statutory right to return unsuitable goods
We have extended this right to all our customers, including those who are not consumers under the CPA. We also have extended the time frame from the statutory ten days to 30 days. Please note you still need to notify us within 10 days.
Returns of unsuitable goods
A consumer must return unsuitable goods within thirty days of delivery according to our returns and refunds procedure below.
Refund of price of unsuitable goods
We will refund the full price of any unsuitable goods in their original unopened packaging. For opened goods, we may deduct or charge a reasonable amount for any use of the goods plus certain costs necessary for repackaging and restocking, subject to the CPA. These costs are usually up to 25% of the cost of the goods.
Invalidation of warranties and right to return unsuitable goods
Warranties on any of our goods will be invalid if any person who is not suitably qualified has opened, tampered with or altered the goods contrary to the instructions or removed the warranty label. This also applies to goods found to be unsuitable. It is considered fraud to damage goods deliberately to claim a refund.
Exclusion of industrial and commercial use
We only warrant goods for any industrial or unusual commercial use if we clearly state this in writing, for example on the packaging or website.
Our returns and refunds procedure for defective goods
You must use our returns and refunds procedure for returning defective or unsuitable goods, or else we may refuse to accept them. Our returns and refunds procedure is as follows:
Send us an email with your invoice number and request a refund.
Any return of physical goods must include all accessories and instructions, and all original packaging that is still available. Returns that are sent back otherwise will have a 10% repackaging fee levied against them. If original delivery packaging is not available, please make sure the goods are in protective packaging as we are not responsible for any damage in transit. If the returning product item has not been packaged properly and is damaged, then we simply cannot give you a refund. It is your responsibility to package the item correctly.
When you receive your returns reference number (e.g.: FAB12345), please write the return claim number (e.g.: FAB12345) clearly on the outside of the package. We may refuse to accept a package that does not have this return reference number on it.
You may choose to have the item collected by our couriers or drop it off at our showroom.
If you claim that our goods are defective, our staff will examine the goods for defects. In the case of physical goods, our staff will examine the actual goods. They will report to us whether the goods were defective, were misused, or are of good quality. We do not regard the following as defective:
faults resulting from normal wear and tear;
damage arising from negligence, user abuse or incorrect usage of the product;
damage arising from electrical surges or sea air corrosion;
damage arising from a failure to adequately care for the product;
damage arising from unauthorised alterations to the product; or
where the specifications of a product, although accurately described on the website and generally fit for its intended purpose, do not suit you.
If you claim that our goods are unsuitable for your purposes, we will first investigate whether you communicated the purpose to us. If you did, we will then provide you with a written report indicating whether we believe the goods were unsuitable for your specific purpose or not.
If you returned the goods within the seven day cooling-off period and our staff report that the goods were defective, were provided to you for your specific purpose and were unsuitable for that purpose, then we will either contact you and ask you whether you would like us to repair, replace, or refund the price of the goods (if you are also a consumer under the CPA) or advise you how we have decided to compensate you (if you are not a consumer under the CPA).
If you choose for us to repair or replace the goods or we decide to do so ourselves, we will contact you as soon as reasonably possible to organise the necessary steps to repair or replace the goods.
If you choose for us to make a refund or we decide to do so ourselves, we will contact you and arrange payment of the refunded amount into a bank account of your choice within 30 days of cancellation.
If the item was given to you as a gift, you will need to provide the original purchaser’s details. We will give you a refund of a Fires and Braais voucher to the value of the item.
All free gifts, bonus items or vouchers attached to the purchased products, or all elements of any bundled items, must also be returned with the original purchase. If not, the value of any such unreturned gift, bonus or bundled item, or used portion of any gift card will be deducted from any refund.
Our customer support department contact details
Telephone number: 083 653 7393
Email address: [email protected]
Address: Piggly Wiggly Centre, Howick, R103, KZN, 3290, South Africa
Monday to Friday 08:00 to 17:00
Not open on Public holidays
Customer queries and complaints
We aim for complete customer satisfaction. We respect our customers’ rights and always try to comply with best practice and all relevant laws. If you are not satisfied with any of our goods, or have any questions, please contact our customer support department and have your invoice ready. We will try our best to solve your problem. We are proud of the reputation of our goods.
If we do not accept that we supplied defective or unsuitable goods, and our customer support department has not been able to help, any customer may still take the matter up with a suitable ombud or other dispute resolution body, or take legal action. The dispute resolution procedures under the CPA do not necessarily apply to all transactions with us. This policy does not exclude any other rights customers may have.
Storage and Storage Charges
If you elect to store your item with us for collection then we can only hold goods ordered in our warehouse for a maximum of 4 weeks, a storage fee of R100 ex VAT per calendar day will be due thereafter unless specifically agreed with the company.
Ownership of goods
All items remain the property of the company until paid for in full. In the event of non-payment of the full amount due it is agreed that the company will be entitled to repossess the products without recourse to law. All related costs for the removal will be for the customer’s account. This may include shipping fees and a 15% handling fee.
Fires and Braais (PTY) Ltd cannot be held responsible for damage to your home or property where a product has been misused, used incorrectly, not maintained in good order through regular servicing or used if damaged (e.g. if glass is broken). Fires and Braais (Pty) Ltd are not responsible for the workmanship of third party contractors where these are contracted directly to the client, whether independently contracted or suggested by Fires and Braais (Pty)Ltd. Where installation is in the vicinity of a TV aerial, satellite dish or other such devices repairs to any disruption of service will be rectified by the client at their cost. Design elements such as tiles, panelling, brickwork, paint, wallpaper, electrics, art and electronics that are fitted post installation are not the responsibility of Fires and Braais. As such, damage to said items, associated costs, repairs and replacements will not be undertaken by the Company unless gross negligence or poor installation as deemed so by a supplier of the product exists.