Refund policy
ALUBOATS – RETURN, REFUND & CANCELLATION POLICY
1. GENERAL
At AluBoats, we want our customers to be satisfied with their purchases. This policy explains how returns, refunds and cancellations are handled.
Nothing in this policy is intended to exclude or limit any rights that a consumer may have under the Consumer Protection Act 68 of 2008, the Electronic Communications and Transactions Act 25 of 2002, or other applicable South African legislation.
2. CANCELLATION OF STANDARD STOCK ORDERS
If you wish to cancel an order for a standard stock item, please contact AluBoats as soon as possible.
Where the order has not yet been dispatched or specially procured, we will endeavour to accommodate the cancellation.
Where costs have already reasonably been incurred in processing, procuring, packaging or preparing the order, these may be taken into account to the extent permitted by applicable law.
3. CUSTOM-BUILT BOATS & SPECIAL ORDERS
Many AluBoats products are manufactured, configured or specially procured for an individual customer.
These may include:
• Custom-built aluminium boats
• Custom trailers
• Custom layouts or modifications
• Customer-selected colours and finishes
• Custom upholstery, flooring or seating
• Outboard motors specifically procured for an order
• Electronics and accessories specially procured or installed
• Products manufactured to customer-supplied dimensions or specifications
Customers should therefore consider their requirements carefully before confirming a custom or special order.
Where permitted by applicable law, cancellation of a custom-made or special order after manufacturing or procurement has commenced may be subject to a reasonable cancellation charge.
The cancellation charge will be determined according to the circumstances of the particular order and may take into account work already completed, materials used or ordered, components specially procured, supplier charges and other reasonable costs resulting from the cancellation.
Custom-made or personalised goods may also be excluded from certain statutory cooling-off rights where applicable.
4. DEPOSITS
Payment of a deposit confirms the customer's intention to proceed with the order and may allow AluBoats to begin purchasing materials, ordering components and/or commencing manufacturing.
A deposit is not automatically treated as forfeited simply because an order is cancelled.
Where cancellation occurs after AluBoats has incurred reasonable costs or commenced work, any amount retained from a deposit will be determined in accordance with the order, the work and costs already incurred, and applicable South African law.
Where the refundable portion of a deposit exceeds any lawful cancellation charge or other amount due, the balance will be refunded to the customer.
5. CUSTOMER-REQUESTED CHANGES
If a customer changes the specification of a custom order after manufacturing or procurement has commenced, additional costs may apply.
Changes may also affect the estimated completion date.
Certain changes may no longer be possible once manufacturing has reached a particular stage or specially ordered components have been procured.
6. CHANGE-OF-MIND RETURNS
Where AluBoats voluntarily accepts a change-of-mind return that is not otherwise required by law, the product should generally be:
• Unused
• Uninstalled
• Undamaged
• Complete with all supplied components and accessories
• In its original condition
• In its original packaging where reasonably applicable
Prior approval must be obtained from AluBoats before returning the product.
Custom-made, personalised, modified, specially procured or installed products may not qualify for ordinary change-of-mind returns, subject to applicable law.
7. INCORRECT PRODUCTS
If AluBoats supplies a product different from the product ordered, please contact us promptly.
Please provide your order or invoice number, details of the incorrect product and photographs where reasonably required.
Where AluBoats is responsible for supplying an incorrect product, we will arrange an appropriate remedy in accordance with applicable law.
8. GOODS DAMAGED DURING DELIVERY
Customers should inspect delivered goods as soon as reasonably possible.
If a product or its packaging appears to have been damaged during transport, please:
• Take photographs of the packaging before removing it where possible
• Take photographs of the damaged product
• Retain the packaging
• Record any visible damage with the courier or transport provider where possible
• Contact AluBoats promptly
Please do not install or use a visibly damaged product where doing so could cause further damage or create a safety risk.
We will assist in assessing the matter and, where appropriate, dealing with the relevant courier, freight provider or insurer.
9. DEFECTIVE PRODUCTS
If you believe that a product supplied by AluBoats is defective, please contact us as soon as reasonably possible.
We may request photographs, videos, serial numbers or other reasonable information to help identify the problem and may require an opportunity to inspect the product.
Where goods are found to be defective, unsafe or unsuitable, the matter will be dealt with in accordance with applicable South African consumer legislation.
Nothing in this policy limits a customer's statutory rights regarding defective goods.
10. THIRD-PARTY PRODUCTS & WARRANTIES
Outboard motors, trolling motors, fish finders, refrigerators, batteries, electronics and other third-party products may carry warranties from their respective manufacturers, importers or distributors.
Where appropriate, AluBoats may assist the customer with the applicable warranty process.
Manufacturer warranty requirements, including servicing and installation requirements, may apply.
These warranties do not replace any statutory rights available to the customer.
11. RETURN SHIPPING & TRANSPORT
Customers must contact AluBoats before returning a product.
Responsibility for reasonable return transport costs will depend on the reason for the return and applicable law.
Where the return results from an error by AluBoats or a defect for which AluBoats is legally responsible, return arrangements will be handled in accordance with applicable consumer legislation.
Where a voluntary change-of-mind return is accepted, the customer may be responsible for the return transport costs where legally permissible.
12. REFUNDS
Once a return or cancellation has been approved, AluBoats will advise the customer of the amount to be refunded.
Approved refunds will be processed using an appropriate payment method.
Banking and payment-processing times may affect how quickly the refunded amount appears in the customer's account.
Any refund required by law will be processed within the period required by applicable legislation.
13. HOW TO REQUEST A RETURN OR CANCELLATION
To request a cancellation, return or refund, please contact AluBoats and provide:
• Your name
• Order or invoice number
• Contact details
• Reason for the request
• Photographs or other supporting information where applicable
Please do not return goods without first contacting AluBoats so that the correct return arrangements can be made.
14. SOUTH AFRICAN CONSUMER RIGHTS
This policy must be read together with applicable South African consumer legislation.
Nothing contained in this policy is intended to waive, restrict or exclude any consumer right that cannot lawfully be waived, restricted or excluded.