Returns & Refunds Policy
We want you to be happy with every order. This policy explains when and how you can cancel an order, return goods and get a refund. It does not limit any rights you have under the Consumer Protection Act (CPA) or the Electronic Communications and Transactions Act (ECTA).
1. Cooling-off period for online orders
If you bought goods through our website, you may cancel the purchase without giving a reason within 7 days after receiving the goods (ECTA, section 44). The only charge to you is the direct cost of returning the goods. We will refund your payment within 30 days of receiving your cancellation.
The cooling-off period does not apply to goods made to your specifications, such as hose cut to length, hose assemblies, and stubbed, flanged or cut pipe.
2. Changed your mind or ordered the wrong item
Outside the cooling-off period, we may accept returns of standard stock items within 14 days of delivery if they are unused, undamaged and in their original packaging. A handling fee of 15% of the total order value applies. Custom, cut-to-length and special-order items cannot be returned.
3. Defective goods
If a product is defective, unsafe or not fit for its normal purpose, you may return it within 6 months of delivery (CPA, section 56). We will inspect it and, at your choice, repair or replace it or refund you. This does not cover damage caused by incorrect installation, use outside the product’s rated pressure, temperature or application, misuse or normal wear and tear.
4. Wrong, damaged or missing items on delivery
Please check your order on delivery and tell us within 2 business days about any wrong, damaged or missing items. We will collect and replace them at our cost.
5. How to return an item
- Email info@syre.co.za or call 010 022 4049 with your order number, the item and the reason for the return.
- We will confirm the return and arrange collection, or give you the return address.
- Pack the item securely, with a copy of your invoice.
6. Refunds
Approved refunds are paid to the original payment method (Payfast or EFT) within 30 days of us receiving the returned goods. Cash-on-delivery orders are refunded by EFT to an account in the buyer’s name.
7. Business customers
The CPA does not apply to every business purchase (for example, where the buyer’s annual turnover or assets are R2 million or more). For those customers, returns of defective goods are handled under the manufacturer’s warranty and section 3 of this policy.
