We want you to be happy with what you buy from Shower Haus. This policy explains when and how you can return a product and get a refund. It should be read together with our Terms & Conditions.
1. What this policy covers
This policy applies to Standard Range products, spares, and accessories bought from us.
It does not cover:
- Custom-made shower solutions, which are made to your specification and measurements. Cancellations and deposits for custom work are dealt with in our Terms & Conditions (clause 12).
- Installed work and the products we install, which are covered by the workmanship guarantee and product warranty in our Terms & Conditions (clause 13). If something we installed develops a fault, that is the place to start, not this policy.
2. Your rights under South African law
This policy sits alongside your rights under South African law and does not replace or reduce them:
- For purchases made online, the Electronic Communications and Transactions Act gives you a 7-day cooling-off period to cancel for any reason (see section 3).
- The Consumer Protection Act gives you the right to return goods that are unsafe, defective, or not of good quality (see section 4).
Where this policy offers you anything, it is in addition to these rights.
3. If you change your mind
If you bought a Standard Range product, spare, or accessory online and simply change your mind, you may cancel within 7 days of delivery and return it for a refund. To qualify, the item must be:
- unused and in its original condition;
- in its original, undamaged packaging; and
- in resaleable condition.
Seals must be clean, undamaged, and in new condition, in their original cardboard tube.
You are responsible for the cost of returning a change-of-mind item (see section 8). We do not charge a handling or restocking fee on a cooling-off return.
4. If an item is faulty, damaged, or incorrect
If something arrives faulty, damaged, or not what you ordered, please contact us as soon as you notice — and within a reasonable time of delivery. Where an item is defective or not of good quality, the Consumer Protection Act entitles you to choose a repair, replacement, or refund, and we carry the cost of the return in these cases.
Please keep the item and its packaging as they are, and where you can, send us a photo of the problem when you contact us. This helps us sort it out quickly.
5. Items that cannot be returned
The following are not eligible for a change-of-mind return:
- custom-made products (see Terms & Conditions, clause 12);
- items that are used, fitted, or no longer in resaleable condition;
- items returned without their original packaging; and
- seals that are not clean, undamaged, and in new condition.
This section does not affect your right to return a faulty, defective, or incorrect item under section 4.
6. How to return an item
- Contact us first at hello@showerhaus.co.za with your order number or proof of purchase, and let us know what you would like to return and why. Proof of purchase is required for any return.
- We will confirm how to return the item and, for faulty or incorrect items, how the return is arranged.
- Return the item by one of these methods:
- we collect it from you, at your cost for change-of-mind returns; or
- you return it to us in its original packaging and shipping box.
For faulty, damaged, or incorrect items, we arrange and pay for the return.
7. Refunds
Once we receive the returned item and confirm it meets the conditions above, we will refund you to your original payment method through our payment gateway, Peach Payments. Refunds are processed within 7 to 14 business days of approval. The time it then takes to reflect in your account depends on your bank.
If a return does not meet the conditions in this policy, we will contact you before deciding how to proceed, and may return the item to you.
8. Return shipping costs
- Change of mind: you cover the cost of returning the item, whether we collect it or you send it back.
- Faulty, damaged, or incorrect items: we cover the cost of the return.
9. Contact us
For any return, refund, or question about this policy, contact us:
- Email: hello@showerhaus.co.za
- Telephone: +27 31 312 9095
- Address: 90A Intersite Avenue, Umgeni Business Park, Springfield, Durban