Read with your accepted quotation and the applicable South African consumer protections. Statutory rights take precedence over conflicting terms.
1. Start a return or complaint
Contact February Flooring on 072 861 5159 or use Contact Us to explain the issue. Give your order or quotation reference, the affected product and quantity, and your preferred outcome. Photos, batch labels and proof of purchase help; reasonable alternative purchase evidence is welcome.
Please arrange the return or assessment before transporting heavy flooring. This request helps organise safe handling; it does not make our prior authorisation a condition of a statutory remedy. Keep goods and relevant evidence reasonably available for inspection. Do not send items to an unconfirmed returns address.
2. Defective or unsafe flooring
Where CPA section 56 applies, qualifying goods that do not meet section 55’s standards can be returned within six months after delivery. The consumer chooses repair, replacement or repayment of the purchase price. February Flooring bears the return risk and expense required by law, without a penalty or a compulsory store credit.
We may reasonably inspect the goods and investigate the cause, but will not insist on repair first when a different statutory remedy is available and chosen. Missing original packaging does not automatically defeat a defect claim.
If a repair fails to remedy the problem, or a further qualifying failure is found within three months of that repair, the statutory replacement or refund remedy remains available. These periods do not erase other applicable rights or a longer express warranty.
3. Wrong goods, unsuitable goods and installation concerns
Incorrect, incomplete or damaged deliveries are assessed according to the order and applicable law. Tell us promptly and, where practical, do not cut or install visibly incorrect or damaged flooring. There is no blanket 24-hour reporting cut-off that removes statutory rights.
Other CPA return rights may apply, including where goods do not meet a specific purpose you disclosed to the supplier. Where section 20(2)(d) applies, that route includes its ten-business-day period after delivery and statutory conditions.
Installation complaints are dealt with separately from product defects. If the service does not meet CPA section 54, you may require correction or a fair partial refund reflecting the shortfall, as the law provides. Inspection, handover or sign-off does not automatically remove a hidden-defect or poor-service claim. Any lawful removal or reinstatement responsibility is assessed on the circumstances; it is not automatically disclaimed.
4. Qualifying online cooling-off cancellations
Where ECTA section 44 applies, a consumer can cancel without giving a reason within seven days of receiving goods, or within seven days of concluding a service agreement. Only the direct return-transport cost may be charged for that cancellation, and payment must be refunded within 30 days of cancellation.
Statutory exceptions can apply, including genuinely personalised or made-to-specification goods, and services begun with the consumer’s consent during the cooling-off period. An ordinary catalogue item is not automatically custom-made merely because it was ordered from a supplier. These exceptions do not cancel defect rights.
Where ECTA section 43’s required disclosures or review opportunity are not provided, its separate fourteen-day cancellation remedy may apply. This policy does not restrict that protection.
5. Direct marketing, bookings and deposits
Where CPA section 16 applies to a direct-marketing transaction, cancellation can be made in writing or another recorded form within five business days after the later of conclusion or delivery. The statutory refund timing is 15 business days after cancellation where nothing was delivered, or after returned goods are received, as applicable. The law determines the return treatment and any permitted deduction.
Where CPA section 17 applies to an advance booking or order, cancellation charges must be reasonable. Relevant factors include the goods or work, notice given and the possibility of securing another customer. Its death-or-hospitalisation protection remains available. No automatic forfeiture percentage is imposed here.
Special-order goods may be treated differently under section 17. Any lawful consequences must be explained for the actual order; this is not a blanket exclusion of remedies. Unused advance amounts are accounted for and refunded when due, subject only to lawful, justified deductions.
6. Change of mind, surplus packs and custom cutting
Outside a statutory right, an additional change-of-mind or surplus-pack return must be agreed with our team. We do not promise a universal discretionary return window. Ask before ordering whether an extra return arrangement is available and have it recorded with your quotation.
Conditions for an agreed discretionary return may address unopened packs, condition, batch traceability and transport. Cutting, mixing batches, installing or damaging non-defective goods may affect a discretionary request. These conditions do not automatically exclude statutory claims for faulty, misdescribed or otherwise qualifying goods.
Any agreed discretionary deduction must be disclosed and lawful. No automatic restocking fee, deposit forfeiture or credit-only rule overrides a mandatory refund.
7. Processing the outcome
We will explain the assessment outcome, remedy and any lawful cost allocation. Refunds due are paid in money rather than compulsory store credit, unless you choose credit where lawful. Use a verified refund arrangement; do not send card PINs or passwords. Any shorter statutory deadline applies, and these pages do not extend it.
If you disagree with the outcome, use the Complaints & Disputes page. You do not lose access to lawful external remedies by first contacting us.