Last updated 23 September 2026
Defective or incorrect goods
If a product is faulty, damaged in transit, or not what you ordered, tell us as soon as you notice, ideally before it is installed. Under the Consumer Protection Act you may return defective goods within 6 months of delivery and choose a repair, replacement or refund. We collect or replace at our cost.
- Please inspect boards, tiles and rolls before and during installation. Neither we nor your own installer should lay material with a visible defect, and a defect that was clearly visible before laying is much harder to claim from the manufacturer.
- Natural variation in timber grain, knots and colour, and shade differences between batches, are features of the product and not defects, unless they fall outside the manufacturer's specification.
Changing your mind
We are happy to take back unused stock that is in a saleable condition, within 14 days of delivery, when:
- Boxes, bags and tins are unopened, full and in their original packaging, with no damage or markings
- The product is a standard stocked item
- You have your invoice or proof of purchase
A handling and restocking fee of 15% of the returned value applies, and you return the goods to us or we can collect for a fee. Once the goods are checked, we refund to your original payment method within 7 business days, or issue a credit if you prefer.
What we cannot take back
- Opened or part boxes, and any stock that has been cut
- Vinyl sheeting, carpet or any product cut from a roll to your measurements
- Special orders, indent ranges and custom finishes, which are ordered specifically for you
- Screeds, adhesives, primers, oils and other consumables once opened or mixed
- Products that have been installed, except where they are defective
Over-ordering
We work out quantities from an on-site measure and always round up to full boxes, so you should not be left with much spare. We recommend keeping one unopened box for future repairs, because batches and ranges change over time.
Cooling-off period
If your purchase resulted from direct marketing by us, you may cancel within 5 business days of the agreement or delivery, whichever is later, and receive a full refund, as set out in section 16 of the Consumer Protection Act.
Installation work
Problems with our installation are handled under our workmanship guarantee.
How to request a return
Email info@imbizaflooring.co.za or WhatsApp +27 81 302 1036 with your invoice number, what you would like to return and a photo. We will confirm the next steps within 2 business days.