Your satisfaction is important to us. We want you to feel confident ordering from Balustrader, which is why we offer a straightforward 30-day return policy on eligible items.

Our 30-Day Return Window

You may return eligible items within 30 calendar days of the date of delivery, provided the conditions below are met. After 30 days from the delivery date, we are unable to accept returns or process refunds.

Conditions for Returns

To qualify for a return, the following conditions must be met:

  • Items must be in their original, unused, and unaltered condition.
  • Items must be in their original packaging wherever possible.
  • Items must not have been cut, drilled, welded, or modified in any way.
  • Proof of purchase (order number or invoice) must be provided.
  • The return request must be submitted within 30 calendar days of the delivery date.

We reserve the right to refuse returns on items that have been used, modified, or are not in resalable condition.

Non-Returnable Items

The following items cannot be returned or refunded:

  • Custom-cut or bespoke items manufactured to your specific dimensions.
  • Items that have been installed, modified, welded, or permanently altered.
  • Items damaged due to improper installation, handling, or storage by the customer.
  • Orders where the return request is submitted after 30 days from the delivery date.

How to Initiate a Return

  1. Contact us via email at sales@balustrader.co.za or call +27 64 044 1440 within your 30-day return window.
  2. Provide your order number, the item(s) you wish to return, and the reason for the return.
  3. Our team will review your request and respond within 2 – 3 working days with return instructions.
  4. Items must be securely packaged for return. We strongly recommend using tracked postage, as Balustrader is not responsible for items lost or damaged in transit on their way back to us.
  5. Once we receive and inspect the returned item(s), we will process your refund or exchange within 5 – 7 working days.

Refund Processing

Approved refunds will be processed to the original payment method used at checkout. Please allow 5 – 7 working days for the refund to reflect in your account, depending on your bank or payment provider.

Return Shipping Costs

If the return is due to an error on our part (e.g. incorrect items shipped, manufacturing defect), Balustrader will cover the return shipping cost. In all other cases, the customer is responsible for the cost of return shipping.

Damaged or Incorrect Items

If you receive an item that is damaged in transit or incorrect, please contact us within 48 hours of delivery with photographic evidence. We will arrange a replacement or full refund at no additional cost to you.

Exchanges

We are happy to facilitate exchanges where stock permits. Please contact our team to discuss your requirements, and we will do our best to accommodate you.

Contact Us

If you have any questions, please don’t hesitate to get in touch with our team.

📧  Email: sales@balustrader.co.za
📞  Phone / WhatsApp: +27 64 044 1440
🌐  Website: www.balustrader.co.za
📍  Showroom: Cape Town

Business hours: Monday – Friday, 08:00 – 17:00 (SAST)