Refund policy

Return & Refund Policy

Last Updated: June 2026

At BosStaal, we take pride in producing premium-quality products built to last. We are committed to complying with all applicable South African consumer protection laws while ensuring a fair and transparent returns process.

By placing an order with BosStaal, you agree to the terms below.

1. Returns Eligibility

To qualify for a return, products must:

  • Be returned within the applicable legal time period.

  • Be in their original condition.

  • Include all original packaging, accessories and documentation where applicable.

  • Not be damaged through misuse, negligence, abuse or improper installation.

BosStaal reserves the right to inspect all returned products before approving a refund or replacement.

2. Change of Mind Returns

Where South African law provides a cooling-off right for qualifying online purchases, BosStaal will honour those statutory rights.

The customer is responsible for:

  • notifying BosStaal within the applicable legal period;

  • returning the product in its original condition;

  • paying the direct cost of returning the goods where permitted by law.

Refunds will only be processed after the returned product has been received and inspected.

3. Defective or Incorrect Products

If you receive:

  • a defective product;

  • a damaged product;

  • the incorrect product; or

  • a product that does not materially match your order,

please contact us within 7 days of delivery.

Where required under the Consumer Protection Act, BosStaal may offer:

  • repair;

  • replacement; or

  • refund,

depending on the circumstances and applicable law.

Photographs of the product and packaging may be requested before a return is authorised.

4. Products Covered by the Consumer Protection Act

Nothing in this policy limits or excludes any rights you may have under the Consumer Protection Act 68 of 2008 or the Electronic Communications and Transactions Act 25 of 2002.

Where the law provides greater protection than this policy, the law will apply.

5. Custom or Personalised Products

Because BosStaal offers personalised and custom-made products, including custom laser-cut or engraved products, these items cannot be returned or refunded simply because you changed your mind.

Returns on customised products will only be accepted where:

  • the product is defective;

  • the product was manufactured incorrectly;

  • BosStaal made an error with your order; or

  • the return is otherwise required by South African law.

Customers are responsible for ensuring all spelling, wording, sizing and customisation details submitted during ordering are correct.

6. Non-Returnable Items

The following items cannot be returned unless required by law:

  • Personalised or custom-made products

  • Products damaged through misuse

  • Products modified after delivery

  • Products showing excessive wear

  • Products returned without prior approval where approval is required

  • Clearance or final-sale items clearly marked as non-returnable (except where consumer law provides otherwise)

7. Return Shipping

Unless BosStaal supplied the incorrect or defective product, customers are responsible for all return shipping costs.

BosStaal recommends using a tracked courier service, as we cannot accept responsibility for returns lost in transit.

8. Inspection Process

All returned products undergo inspection.

If a returned product is found to:

  • have been used improperly;

  • be damaged by the customer;

  • be incomplete;

  • have missing parts not caused by BosStaal;

  • or not qualify for return,

the return may be refused and the item may be shipped back to the customer at the customer's expense.

9. Refunds

Once your return has been inspected and approved, refunds will be processed to the original payment method.

Depending on your bank or payment provider, refunds may take several business days to appear.

Shipping charges are generally non-refundable unless BosStaal made an error or the law requires otherwise.

10. Exchanges

BosStaal may offer exchanges where practical and subject to stock availability.

If the requested replacement product is unavailable, BosStaal may instead provide a refund where appropriate.

11. Order Cancellations

Orders may be cancelled before processing begins.

Once manufacturing, engraving, laser cutting, packaging or shipping has commenced, cancellation may no longer be possible, particularly for personalised products.

12. Return Process

To request a return:

  1. Contact BosStaal Customer Support.

  2. Include your order number.

  3. Explain the reason for the return.

  4. Attach photographs where applicable.

  5. Wait for return instructions before sending any product.

Unauthorised returns may experience delays in processing.

13. Contact

If you have any questions regarding this policy, please contact BosStaal Customer Support through the contact details provided on our website.