REFUNDS AND RETURNS POLICY

Last updated: 2026

  1. Overview

This Refunds and Returns Policy applies to products bought from U Build.

Our voluntary store return policy is simple: returns are only accepted on faulty items, damaged on delivery items or incorrectly supplied items.

We do not accept returns for change of mind, incorrect measurements, incorrect quantities ordered, buyer error, colour preference, style preference, project cancellation or products ordered in error, unless required by law or agreed by U Build in writing.

Nothing in this policy limits any consumer right that cannot lawfully be limited.

  1. Contact details

Address: 130 Aberdare Dr, Phoenix, Durban, 4068

Email: info@u-build.co.za

Phone and WhatsApp: 076 839 1392

  1. Returns accepted

U Build will accept a return where the product is:

  1. Faulty
  2. Defective
  3. Unsafe
  4. Damaged on delivery
  5. Incorrectly supplied by U Build
  6. Not the product that was ordered

The product may need to be inspected before a refund, replacement or repair is approved.

  1. Returns not accepted

U Build does not accept returns where:

  1. The customer changed their mind
  2. The customer ordered the wrong product
  3. The customer ordered the wrong size, colour, quantity, finish or specification
  4. The product does not fit because measurements were incorrect
  5. The product was installed incorrectly
  6. The product was used incorrectly
  7. The product was damaged after delivery or collection
  8. The product was altered, cut, modified, painted, installed or assembled
  9. The product shows normal wear and tear
  10. The product was damaged by poor maintenance, misuse or neglect
  11. The product was a special order, custom order or supplier order, unless faulty
  12. The product was correctly supplied and is not faulty

This does not remove any right that the customer may have under South African law.

  1. Online order cancellation rights

Where a statutory online cancellation right applies, a customer may cancel an online transaction within the period allowed by law.

The product must be returned in good condition, with all accessories, parts, manuals and packaging where reasonably possible.

The customer may be responsible for the direct cost of returning the goods where the cancellation is not due to a fault, damage or U Build error.

Refunds for lawful online cancellations will be processed within the period required by law.

  1. Faulty goods

If a product is faulty, defective, unsafe or not reasonably fit for its intended purpose, please contact U Build as soon as possible.

For defects covered by South African consumer protection law, customers may have rights for up to six months after delivery.

Where the law applies, the customer may be entitled to a repair, replacement or refund.

The product must be assessed to confirm the fault and to check whether the fault was not caused by misuse, incorrect installation, alteration, damage, neglect, normal wear and tear or failure to follow instructions.

  1. Damaged or incorrect items

If an item is damaged on delivery or the wrong item is supplied, please notify U Build as soon as possible, preferably within seven days of delivery or collection.

Please provide:

  1. Order number
  2. Customer name
  3. Phone number
  4. Photos of the product
  5. Photos of the packaging
  6. A clear description of the problem

Please keep the product and packaging until U Build confirms the next step.

  1. How to request a return

To request a return, contact U Build by phone or WhatsApp.

Please do not return products without first contacting U Build.

U Build will review the request and may ask for photos, videos, proof of purchase, packaging details or further information.

If the return is approved, U Build will confirm whether the product must be brought to the store, collected by courier or returned in another agreed way.

  1. Return method

Approved returns may be handled by:

  1. Store return to the U Build address
  2. Courier collection arranged or confirmed by U Build
  3. Another return method confirmed by U Build in writing

No prepaid return label is automatically supplied.

For approved faulty items, damaged on delivery items or incorrectly supplied items, U Build will confirm the return process and will cover reasonable return delivery costs where the fault, damage or supply error is confirmed.

If the item is inspected and no fault, damage or supply error is found, the customer may be responsible for return delivery costs.

  1. Inspection process

All returned products may be inspected before a refund, repair or replacement is approved.

Inspection may include checking:

  1. Whether the product is the same product supplied by U Build
  2. Whether the product is faulty
  3. Whether all parts and accessories are present
  4. Whether the product was installed, altered, cut or used
  5. Whether the product was damaged after delivery or collection
  6. Whether the fault was caused by misuse, neglect, incorrect installation or normal wear and tear

If the return is not approved, the customer may collect the product or pay for delivery back to the customer.

  1. Refunds

Approved refunds will be processed using the original payment method where possible.

Refunds are processed after the product has been received, inspected and approved.

Approved refunds are usually processed within seven business days after approval, but bank and payment provider processing times may vary.

Delivery fees may only be refunded where required by law or where the return is due to a confirmed fault, delivery damage or U Build supply error.

  1. Replacements

If a replacement is approved, U Build will replace the product with the same product where stock is available.

If the same product is unavailable, U Build may offer:

  1. A suitable alternative product
  2. A repair where appropriate
  3. A refund where applicable
  4. Repairs

Where a repair is appropriate and allowed by law, U Build may arrange a repair through the supplier, manufacturer or suitable service provider.

Repair timeframes depend on the product, supplier, manufacturer and availability of parts.

  1. Sale and clearance items

Sale and clearance items are only returnable if faulty, damaged on delivery or incorrectly supplied, unless the law requires otherwise.

  1. Special order products

Special order products, supplier order products and custom products cannot be returned because of change of mind, incorrect measurements, buyer error or project cancellation.

If a special order product is faulty, damaged on delivery or incorrectly supplied, U Build will assess the matter according to this policy and applicable law.

  1. No restocking fee for approved faulty returns

U Build does not charge a restocking fee for approved faulty returns, damaged on delivery returns or incorrectly supplied item returns.

  1. Customer responsibility

Customers must check product details, measurements, finishes, colours, quantities and suitability before ordering.

Customers must follow all product instructions, installation requirements, care instructions and safety guidance.

  1. Contact

For returns, refunds or product support, please contact U Build.

Address: 130 Aberdare Dr, Phoenix, Durban, 4068

Email: info@u-build.co.za

Phone and WhatsApp: 076 839 1392