The Screwman Return and Refund Policy

We offer a 7-day return period on eligible products. 

Return approval required

All returns must be requested and approved by The Screwman before any goods are returned.

To request a return, email sales@screwman.co.za and provide:

• Your order or invoice number;
• The item code and quantity being returned;
• The reason for the return; and
• Photographs where the item is damaged, defective or incorrect.

Once your return has been reviewed, we will confirm whether it has been approved and provide instructions on where and how to return the goods.

Goods returned without prior approval may not be accepted or processed. Approval to send an item back does not automatically guarantee a refund. Returned goods remain subject to inspection.

Returns must be sent to:

The Screwman
72 Struben Street, Pretoria, 0002

Eligibility for returns

To qualify for a return, the product must:

• Be unused, uninstalled and in the same condition in which it was received;
• Be in its complete and original packaging;
• Include all components, accessories, manuals and documentation;
• Be suitable for resale; and
• Be accompanied by the relevant order confirmation, invoice or proof of purchase.

Products that have been used, fitted, installed, altered, cut, modified, damaged or incorrectly stored may not be accepted for return unless they were supplied defective or incorrectly.

Special buyouts and non-returnable quotations

Special buyout items are not returnable, exchangeable or refundable. A special buyout includes any product that The Screwman or its supplier specifically procures, manufactures, imports, modifies or orders to meet a customer’s requirements and which is not ordinarily held as standard stock.

Where a quotation, order confirmation or invoice states that an item is “non-returnable,” “non-refundable,” “special order” or “special buyout,” that item will not be accepted for return or refund.

These exclusions do not limit any rights that cannot lawfully be excluded, including rights relating to goods that are defective, unsafe, incorrectly supplied or materially different from what was ordered.

Handling or restocking fees

A handling or restocking fee will only apply if The Screwman’s supplier charges such a fee and the fee may lawfully be passed on.

We will advise you whether a handling fee applies and, where possible, confirm the amount before the return is finalised. The applicable fee may be deducted from the approved refund or credit.

No handling fee will be charged where doing so would be prohibited by applicable law, including qualifying returns of defective or unsafe goods.

Incorrect, damaged or defective products

Please inspect your order as soon as it is received or collected.

Contact sales@screwman.co.za promptly if:

• The incorrect product or quantity was supplied;
• The product arrived damaged;
• Parts or components are missing; or
• The product is defective or unsafe.

Please include your order or invoice number, a description of the problem and clear photographs where applicable.

Where a product is confirmed to be defective, unsafe or otherwise fails to meet applicable quality standards, it will be handled in accordance with South African consumer law. Where applicable, a consumer may return qualifying defective goods within six months and choose a repair, replacement or refund.

Damage caused by normal wear and tear, misuse, abuse, incorrect installation, improper storage, negligence, unauthorised modification or using a product for a purpose for which it was not designed will not ordinarily be regarded as a product defect.

Return shipping and collection costs

For unwanted or incorrectly ordered products, the customer is responsible for the cost and risk of returning the goods to The Screwman.

Where The Screwman supplied the incorrect product, or where the goods qualify as defective or unsafe under applicable law, The Screwman will arrange or reimburse reasonable return transport where required.

Do not send goods using a courier until you have received return instructions and approval from us.

Exchanges

Approved exchanges are subject to stock availability.

The quickest way to obtain a different item may be to return the original item for an approved refund or credit and place a new order. Any difference in price, delivery charges or applicable supplier handling fees will be for the customer’s account.

Online-order cooling-off rights

Where the Electronic Communications and Transactions Act applies, qualifying consumers may cancel an eligible online purchase within seven days after receiving the goods. The customer may be responsible for the direct cost of returning the goods. Certain products, including goods manufactured or procured to the customer’s specifications, personalised goods and goods that cannot reasonably be returned, are excluded from this cooling-off right.

Refunds and credits

Once the returned goods have been received and inspected, we will notify you whether the return has been approved.

Where a refund is approved:

• The refund will ordinarily be processed using the original payment method;
• Delivery or collection charges may not be refundable unless the return resulted from an error by The Screwman or the product was defective;
• Any approved supplier handling or restocking fee may be deducted;
• Any amount relating to missing parts, damaged packaging or a reduction in the product’s value may be deducted where permitted by law; and
• Bank and payment-provider processing times may affect when the funds appear in your account.

Account customers may receive an approved credit note instead of a cash refund, depending on the payment method and account status.

Applicable law

This policy is subject to the Consumer Protection Act, the Electronic Communications and Transactions Act and any other applicable South African law. Nothing in this policy is intended to exclude or restrict a customer’s rights where those rights cannot legally be excluded or restricted.

For return enquiries, contact:

Email: sales@screwman.co.za