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Draft updated: 8 September 2026. Final legal review is required before ecommerce goes live.
Your statutory consumer rights remain unaffected. This policy does not exclude or limit rights or remedies that cannot lawfully be excluded under South African law.
1. Contact us before returning goods
Email admin@diepaledepot.co.za with the quote/order reference, product, quantity, reason, collection/delivery date and supporting photographs where relevant. Do not return goods to the depot without approval and return instructions.
2. Incorrect, damaged or defective goods
Inspect goods as soon as reasonably possible. Report incorrect, damaged, unsafe or defective goods promptly so we can assess the product and applicable remedy. Depending on the facts and the law, a repair, replacement or refund may apply. We may inspect the goods and require reasonable proof of purchase.
3. Standard unused goods
A request to return standard unused goods will be considered under applicable consumer law and the agreed transaction terms. Goods should remain unused, unaltered and in resalable condition. Any lawful collection, handling or restocking cost will be disclosed and agreed before it is applied.
4. Special-order and altered goods
Goods procured, cut, machined, treated or otherwise prepared to a customer-specific requirement may have restricted cancellation or return rights where the law permits. The applicable conditions, deposit and consequences of cancellation should be disclosed before the special order proceeds.
5. Timber characteristics
Timber is a natural product and can vary in colour, grain, knots, taper and surface appearance. Natural variation is not automatically a defect. The assessment will consider the agreed description, specification, intended purpose and any applicable legal quality standard.
6. Refund method and timing
Approved refunds are processed using an appropriate method after the goods and supporting information have been assessed. Bank or payment-provider processing times may apply. We will not request sensitive card or online-banking credentials by email.
7. Contact
Email admin@diepaledepot.co.za or call 021 905 7054.
