Introduction
At Online Building, we aim to ensure your satisfaction with every purchase. We are committed to fair trading practices as well as the principles envisaged in the Consumer Protection Act, Act 68 of 2008 (‘CPA’) in all dealings with our consumers. If you’re not completely satisfied with your order, we’re here to help.
Return Eligibility
Items can be returned under the following conditions:
- The return is initiated within 5 working days of purchase date.
- Proof of purchase (receipt or order confirmation) is provided.
- The item is unused, in its original packaging and in resaleable condition.
- Products purchased, such as timber, should be in their original, unaltered condition as delivered.
Return Process
To initiate a return, please:
- Contact our Customer Service team via email at customerservice@onlinebuilding.co.za to request a return authorization.
- Provide the order number, item(s) being returned as well as the reason for return.
- Once approved, ship the item(s) back to the provided address.
Return Shipping
- The customer is responsible for return shipping costs.
- Items must be securely packaged to avoid damage during transit.
Refunds
- No cash refunds will be made in-store.
- Original shipping fees are non-refundable.
- You will be refunded subject to the law and by way of a bank EFT.
- Refunds will be processed by the original payment method within 15 business days of receiving your cancellation notice or request for a refund.
- It is your duty to provide the correct banking details to us in writing and we will not be liable if we make the payment to an incorrect bank account provided by you.
Exchanges
- Exchanges are allowed for items of the same or lesser value and subject to a 15% handling fee.
- Exchange requests must be made in writing to customerservice@onlinebuilding.co.za and must be requested within 5 working days of the original order.
- Contact Customer Service to check stock availability and arrange the exchange.
Damaged or Incorrect Items
If your item arrives damaged or incorrect, please notify us within 48 hours of delivery:
- Send photos of the damaged/incorrect item and packaging to customerservice@onlinebuilding.co.za.
- We will arrange a replacement or full refund at no additional cost.
Contact Us
For further assistance, please contact us at:
Email: customerservice@onlinebuilding.co.za
Phone: 021 712 1550
Trading Hours:
Monday: 8 am – 4:30 pm
Tuesday: 8 am – 4:30 pm
Wednesday: 7:30 am – 4:30 pm
Thursday: 8am – 4:30 pm
Friday: 7:30 am – 3:30 pm
Saturday & Sunday: Closed