Shipping Policy

 

Delivery Cost​

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FREE delivery on 5 buckets or more to all major metropolitan areas in South Africa.

For orders under 5 buckets there will be a delivery surcharge added:
 

• 1 bucket - R250 delivery fee

• 2-4 buckets - R150 delivery fee per bucket

• 5 or more buckets - FREE delivery

Please note that deliveries outside of major metropolitan areas will be subject to a surcharge. Kindly request an RFQ (Request for Quotation), and we will provide you with the most competitive delivery rate available.

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Standard Despatch Lead Times

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• From the date of order confirmation and full payment into the account, product will be despatched within 2 - 3 working days.

• If all items are in stock we will aim to despatch same day.

• While we strive for efficiency, please note that delivery timelines may vary based on order volumes, stock availability, and logistical considerations. In the event of any unforeseen delays, we will communicate these promptly.

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Returns & Refund Policy

OVERVIEW
We want you to be completely satisfied with your purchase of WaterGuard All-in-One Pro. Please read this policy carefully before placing your order. By purchasing from us, you agree to the terms outlined below, which are intended to work alongside,not replace, your rights under the Consumer Protection Act 68 of 2008 (CPA).

5-DAY COOLING-OFF PERIOD (ONLINE PURCHASES)
Your statutory right under the CPA: As this is an online purchase, you have the right to return your order within 5 business days of receiving it, without penalty and without giving a reason. This right is guaranteed by the Consumer Protection Act and cannot be waived.

To exercise your cooling-off right, simply contact us within 5 business days of delivery at sales@teracoat.co.za or WhatsApp +27 77 274 7624. We will arrange collection at our cost and process your refund promptly.

GENERAL RETURNS WINDOW
Outside of the statutory cooling-off period, we accept returns within 7 days of the delivery date at our discretion, provided the following conditions are met:
- The product is unused and in its original, sealed condition
- The product is in its original packaging with all labels intact
- Proof of purchase (order confirmation email) is provided

Please note: Due to the nature of construction and coating materials, outside of your statutory cooling-off rights, we are unable to accept returns on opened or partially used product. Once a bucket has been opened, the product is considered used and is non-returnable under our discretionary returns policy.

HOW TO INITIATE A RETURN
To request a return, please contact us within the applicable returns window:
- Email us at sales@teracoat.co.za with your order number and reason for return
- We will respond within 2 business days with return instructions
- Do not send products back without prior authorisation — unauthorised returns may cause delays in processing

REFUNDS
Once your return has been received and inspected, we will notify you of the outcome. If approved:
- A refund will be processed to your original payment method within 5–10 business days
- Original delivery charges are non-refundable unless the return is due to our error, a defective product, or you are exercising your statutory cooling-off right
- For discretionary returns (outside the cooling-off period), return delivery costs are the responsibility of the customer unless the item is defective or incorrect

If your refund does not appear after 10 business days, please contact your bank before reaching out to us — processing times can vary between financial institutions.

DEFECTIVE OR UNSAFE PRODUCTS
Your statutory right under the CPA: Under Section 56 of the Consumer Protection Act, you have 6 months from the date of delivery to return defective goods. At your choice, we must repair, replace, or fully refund the product. This right applies regardless of any other terms in this policy.

If you receive a defective, damaged, or incorrect product, please notify us as soon as possible by emailing sales@teracoat.co.za with:
- Your order number
- A description of the issue
- Clear photographs of the product and packaging

We will arrange a repair, replacement, or full refund at no cost to you, including return delivery.

NON-RETURNABLE ITEMS (DISCRETIONARY POLICY ONLY)
The following cannot be returned under our discretionary returns policy. Please note this does not affect your statutory rights under the CPA:
- Opened or partially used products (outside of statutory defect or cooling-off rights)
- Products returned after the 7-day discretionary window (outside of statutory defect rights)
- Products that have been stored incorrectly or show signs of misuse
- Orders purchased through a third-party stockist — please contact the stockist directly

DISPUTES
If you are not satisfied with how your return or refund has been handled, you have the right to refer the matter to:
- The Consumer Goods and Services Ombud (CGSO) — www.cgso.org.za
- The National Consumer Commission (NCC) — www.thencc.gov.za
- Your provincial Consumer Court

 

Cross‑border sales

Domestic South African purchases are governed by the CPA. For cross‑border sales, the law applicable will be stated at point of sale; CPA protections may not fully apply to international buyers. Customs, duties and return transport costs for cross‑border returns are the buyer’s responsibility unless we agree otherwise or the return is due to our error or a defect accepted by us.

CONTACT US
Email: sales@teracoat.co.za
WhatsApp: +27 77 274 7624

IMPORTANT: Nothing in this policy limits or excludes any rights you have under the Consumer Protection Act 68 of 2008. Your statutory rights remain fully intact at all times.