Refund & Return Policy

We at STEP Building Supplies, strive to get every product delivered on time and in 100% good condition. Over the past few years we have been able to develop a system that works well and efficiently, that allows the client to understand and track their orders.

There is at times that the client should wish to return an item bought and the following would need to be taken into account.

If you wish to return items to us, we ask you to contact the operations team by email them on Our policy does only last for 21 days, due to exchange and returns to the suppliers. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange. You will need to quote your invoice or collection/delivery note number so that we can deal with your request promptly. The operations team will discuss your reason for return or refund and will advise the return or refund process accordingly and as governed by our Terms & Conditions of Sale.

  1. Unwanted Products

If you are returning an unwanted item, it must be in brand new, unused condition and fit for immediate resale. If it is a packaged item, the packaging must be factory sealed, intact and in good condition. We may apply a re-stocking charge, depending on the circumstances and we reserve the right not to accept items for return or refund. Items can be returned for exchange, yet subject to stock of the different size or colour been available. Items made to order are not able to be returned under any circumstance.

  1. Incorrect items delivered

We do our best to ensure the product information is accurately reflected on our website, please notify us within 7 days (the sooner the better), should we accidentally deliver the wrong product to you or if the product is not as described on the website. Please do not remove the product from its original packaging or any of the stickers or labels. Notify us immediately and we will collect the product from you. We will at your choosing, either deliver the correct item to you as soon as possible (if available); or send you a voucher for the purchase price of the product.

  1. Damaged Products

Should a product be damaged or missing any parts or accessories at the time of delivery or collection. You will need to notify us within 3 days of such delivery or collection by emailing our operations team on We will require the following information to assess where in the delivery process the damage may have occurred:

  • photograph of the outer box
  • photograph of the inside of the box, including the inner packaging; and
  • photograph of the damaged item.

We will arrange to collect the product from you, once we have inspected the product  or it has been tested and validated your return, we will repair where possible else replace the product as soon as possible.

  1. Defective Products

If an item is alleged to be faulty, we may offer a repair, exchange or refund following inspection, where required, by the appropriate manufacturer and their subsequent assessment and report. We reserve the right to apply a re-stocking charge.

We are unable to offer return or refund (unless they are found to be faulty by the appropriate manufacturer) on non stock items, goods that have been fitted, goods that have been specially manufactured or where sealed packages have been opened on sensitive electronic goods.

If you believe there may be a fault with a mechanical item involving the use of gas, electricity or water, before taking any remedial action, please contact us to request a visit to your site from the manufacturer’s support team.

  1. Gift Vouchers & Coupons

We cannot refund a voucher that was purchased. Purchases made with a gift voucher will either be reinstated or issue you with a new one. We may in our sole discretion impose restrictions on the use of the replacement fixed voucher. For further information on restrictions on promotional vouchers, please talk to our operations team.

  1. Bundles

Products that were purchased as part of a “bundle” or “bought together” package are supplied as a single unit, and the return of these items would apply to the whole “bundle” or “package” been returned. If only part or components are individually returned to us, we would credit the component with the actual purchase price (after applying any applicable savings or discount), Unless otherwise indicated by us, your return of a Pre-packed Bundle will only be accepted if you return all of its component products to us. Failure to do so may result in us declining the return of a Pre-packed Bundle or its components.

  1. Charges Involved

Items returned for credit and no alternative product taken are subject to minimum 15% Admin & Handling fee.

Please note that items need to be returned and not wanted, are to be returned to our offices, else a collection fee will be charged as per our delivery fee structure to collect the items again. For more information, please refer to our Terms & Conditions of Sale. Where an item has been delivered and a refund requested, the delivery fee cannot be refunded.

If you return a defective product to us, but you fail to return all of the accessories and parts that were sold with that product, we are entitled to (subject to applicable law)  refuse the return. If you return a product that does not comply with this Policy, you may be liable to reimburse STEP Building Supplies for the cost of collecting the product from you and the cost of having the product returned to you, as per our delivery structure.

  1. Return & Refund Process


  • Once an email has been received from our customer we will start the return or Refund Process.
  • Any items that need to be returned need to be done prior to us furthering the process
  • Once items are received they will be inspected and restocked, else sent for testing should the item be electronic.
  • Once the documentation and above has been confirmed the refund will be submitted for management approval.
  • Final step is to submit the application to our accountants to process the payment
    Please ensure that proof of bank account is submitted (not a statement) to ensure the correct bank account is refunded.
  • If payment was made via “payflex” please ensure that “payflex” is aware of the order been cancelled and refunded as this does delay the process
  • All amounts to be refunded below R100 will be done via a voucher.


STEP Building Supplies reserves the right to refuse a refund if the item is damaged from misuse, if items are missing, if the product is altered in any way, or used as unintended purpose. We are not responsible for damage or loss of any kind that may occur as a result of using or misusing any product purchased from us.

The warranty will no longer be valid, and we cannot be responsible for damage or injury of any kind resulting from:

  • Electricity fluctuations and surges, lightning strikes, faults in the building wiring, faulty installations, and improper use of controls
  • Failure to use the product in accordance with the operating instructions and or general misuse and or abuse
  • Damage caused by a superior force or if the product has been infested with insects or pests
  • If the product is physically damaged after it left the store
  • If water or liquid caused the damage to the product
  • If the warranty seal is tampered with
  • Any repair or tampering by an unauthorized person or attempt to repair or tamper with the equipment, or use of parts not supplied by authorized agents, or alterations or modification to the equipment shall render the warranty null and void.