If you wish to return items to us, we ask you to contact the collection or delivering team by email sales@stepbuildingsupplies.co.za or in writing within 7 working days (or 3 days for damaged items) of the collection or delivery date. You will need to quote your invoice or collection/delivery note number so that we can deal with your request promptly.

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.

The collection or delivering 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.

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.

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.

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

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.

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.