Refund and Returns Policy

Effective Date: 14 September 2026

At Plumber-Plumbers.co.za, we are committed to providing professional plumbing services, quality workmanship and suitable plumbing products and materials. This Refund and Returns Policy explains how refunds, returns, cancellations, defective products and concerns regarding plumbing services are handled.

This policy should be read together with our Terms and Conditions and Privacy Policy.

Nothing contained in this policy is intended to limit or exclude any rights that a consumer may have under the Consumer Protection Act 68 of 2008 (“CPA”) or any other applicable South African law.

1. Scope of This Policy

This policy applies, where relevant, to:

Plumbing repairs
Emergency plumbing services
Plumbing call-outs
Leak detection
Drain cleaning and blockage removal
Burst pipe repairs
Geyser repairs and installations
Solar geyser services
Toilet, basin, tap and mixer repairs or installations
Plumbing maintenance
Bathroom and kitchen plumbing
Appliance plumbing connections
Pipe installations and replacements
Materials and replacement parts supplied as part of plumbing work
Plumbing products purchased directly from us, where applicable

The rights and remedies available may differ depending on whether the transaction relates to a service, a physical product, or a combination of both.

2. Quality of Plumbing Services

We aim to perform plumbing services professionally, within a reasonable period and to a standard reasonably expected from a professional plumbing service provider.

If you believe that plumbing work performed by us is defective or does not meet the agreed scope of work, please contact us as soon as reasonably possible.

We may request photographs, videos, invoices, job numbers, quotations or other reasonable information so that we can investigate the matter.

Where appropriate, we may arrange an inspection of the plumbing work before determining the appropriate remedy.

Where a service does not meet the standards required by applicable consumer law, the available remedies may include correcting or remedying the defective work or providing an appropriate refund or partial refund having regard to the extent of the failure.

3. Opportunity to Inspect and Remedy Plumbing Work

Where a customer reports an alleged workmanship problem, Plumber-Plumbers.co.za should ordinarily be given a reasonable opportunity to inspect the reported problem and, where appropriate, rectify the work.

Customers should not, where reasonably avoidable, appoint another contractor to alter, dismantle or repair the work before we have had an opportunity to inspect it.

This does not prevent a customer from taking reasonable emergency measures where immediate action is necessary to prevent injury, flooding, property damage or another serious risk.

If another contractor alters or repairs our work before we have been given a reasonable opportunity to inspect it, this may affect our ability to determine the cause of the problem and whether the matter qualifies for remedial work or a refund.

Nothing in this section limits any non-excludable consumer rights under South African law.

4. Refunds for Plumbing Services

A customer is not automatically entitled to a full refund merely because a plumbing service has already been performed and the customer subsequently changes their mind.

Where work has been properly performed in accordance with the accepted quotation, instruction or agreed scope of work, fees for completed services, labour and materials are generally non-refundable, subject always to applicable consumer law.

A refund or partial refund may be considered where:

We are unable to provide a service that has already been paid for;
A duplicate or incorrect payment has been made;
The amount charged materially differs from an approved quotation without proper authorisation;
A service has not been provided to the required standard and an appropriate remedy cannot reasonably be provided;
Goods or materials supplied as part of the service qualify for a refund under applicable consumer law; or
A refund is otherwise required by law.

Where only part of a service is affected, any refund may reasonably relate only to the affected portion of the work, labour or materials.

5. Emergency Call-Outs and Diagnostic Work

Emergency plumbing services frequently require a plumber to travel to a property, assess the problem, identify the source of the fault and perform diagnostic work before a permanent repair can be recommended.

Where a call-out, inspection, assessment or diagnostic service has been properly performed, the associated fee will generally not be refundable merely because:

The customer decides not to proceed with the recommended repair;
The customer obtains a quotation from another service provider;
The problem cannot be permanently repaired during the initial visit;
Replacement parts must be ordered;
Additional work is required;
The fault originates outside the customer’s property or outside the area we are permitted to repair; or
The customer subsequently decides not to continue with the service.

Any diagnostic or inspection charge will, however, remain subject to the quotation, agreement and applicable requirements of South African consumer law.

6. Quotations and Additional Work

Where reasonably possible, customers will be informed of the anticipated work and associated charges before substantial repair or installation work proceeds.

If additional work is discovered after a job has started, we may provide an amended or additional quotation or obtain the customer’s authorisation before proceeding.

Customers are not expected to pay for additional repair or maintenance work that they did not authorise where authorisation is legally required.

Emergency work reasonably necessary to prevent immediate danger or substantial property damage will be dealt with according to the circumstances and applicable law.

7. Cancellation Before Work Begins

If you need to cancel a booking, please notify us as soon as reasonably possible.

Where no plumber has been dispatched, no special-order materials have been purchased and no costs have been incurred, we will ordinarily attempt to cancel the booking without unnecessary charges.

Where costs have already reasonably been incurred, these may be deducted from any refundable amount to the extent permitted by law.

Such costs may include, where applicable:

Specially ordered products or materials;
Supplier cancellation charges;
Delivery or collection charges;
Work already completed;
Travel already undertaken;
Reasonable administration expenses; or
Other actual costs incurred in preparing for the agreed work.

Any cancellation charge will remain subject to the CPA and other applicable legislation.

8. Cancellation After a Plumber Has Been Dispatched

If a customer cancels after a plumber has already been dispatched, arrived at the property or begun carrying out an inspection, assessment or work, an agreed call-out or service fee may remain payable.

Where work has already been completed, the customer will remain responsible for the reasonable cost of the work and materials supplied, subject to their rights under applicable law.

9. Direct Marketing and Cooling-Off Rights

Where an agreement results from direct marketing, consumers may have statutory cooling-off rights under the Consumer Protection Act.

Where the statutory cooling-off provisions apply, the consumer may cancel the relevant agreement within the applicable period in accordance with the CPA.

Nothing in this policy is intended to remove or restrict a consumer’s statutory cooling-off rights.

10. Returns of Physical Products

Where Plumber-Plumbers.co.za sells physical plumbing products directly to a customer, returns will be handled in accordance with this policy and applicable consumer legislation.

A product being returned should, where reasonably possible:

Be accompanied by proof of purchase;
Include the original components and accessories supplied with it; and
Be made available for reasonable inspection.

The condition of the product and reason for the return will determine which remedies are available.

11. Defective, Unsafe or Poor-Quality Products

Under the Consumer Protection Act, qualifying goods are subject to an implied warranty of quality.

Where goods fail to meet applicable quality standards within six months after delivery, the consumer may, where the statutory requirements are satisfied, be entitled to require the supplier to repair or replace the goods or refund the purchase price.

This protection applies subject to the circumstances of the particular transaction and any exclusions permitted by law.

Damage arising from misuse, abuse, unauthorised alteration, incorrect installation by a third party, abnormal operating conditions or use contrary to the manufacturer’s instructions may not constitute a product defect for which we are responsible.

12. Manufacturer Warranties

Certain plumbing components, geysers, pumps, valves, mixers, sanitaryware and other products may also carry a separate manufacturer’s warranty.

Where a manufacturer’s warranty applies, we may assist the customer with the warranty process where reasonably possible.

A manufacturer’s warranty is additional to, and does not replace, any statutory rights that cannot lawfully be excluded.

Warranty claims may require:

Proof of purchase;
Product serial numbers;
Photographs;
Manufacturer inspection;
Installation information; or
Return of the affected component.

The manufacturer may determine warranty claims relating specifically to manufacturing defects where appropriate.

13. Incorrect Products Supplied

If we supply a product that is materially different from the product ordered or agreed upon, please notify us as soon as reasonably possible.

Once the matter has been verified, we will arrange an appropriate remedy, which may include replacement with the correct product or a refund where appropriate.

14. Special-Order and Custom Products

Certain plumbing products may be ordered specifically for a customer’s property or requirements.

This may include specially sourced:

Geysers;
Pumps;
Sanitaryware;
Mixers;
Valves;
Pipes and fittings;
Custom-sized items;
Imported components; or
Products that are not normally held in stock.

A change-of-mind return of a correctly supplied special-order or custom product may not be accepted where the product cannot reasonably be resold or returned to the supplier.

This restriction does not remove a customer’s statutory rights where the product is defective, unsafe, incorrectly supplied or otherwise fails to comply with applicable consumer legislation.

15. Change-of-Mind Returns

Unless a statutory right of return applies, customers do not necessarily have an automatic right to return a correctly supplied, non-defective product merely because they:

Changed their mind;
No longer require the product;
Found the product cheaper elsewhere;
Selected the wrong product despite receiving the product ordered; or
No longer wish to proceed with an installation.

Where we voluntarily agree to accept such a return, conditions relating to the product’s condition, packaging, transport expenses or reasonable handling costs may apply.

Any such conditions will be communicated to the customer before the return is finalised.

16. Products That Have Been Installed or Used

Products that have already been installed, connected, modified, cut, altered or used may not ordinarily be returnable merely due to a change of mind.

Examples may include:

Cut lengths of pipe;
Installed valves;
Connected pumps;
Installed sanitaryware;
Installed mixers;
Used plumbing components; and
Products altered specifically for the property.

This does not affect rights relating to defective, unsafe or incorrectly supplied goods.

17. Damage Caused by External Factors

Refunds, replacements or free remedial work will generally not apply where the problem results from circumstances unrelated to our workmanship or a defect in goods supplied by us.

Examples may include:

Excessive municipal water pressure;
Water supply interruptions;
Pressure surges;
Frozen or damaged pipes;
Structural movement;
Damage caused by other contractors;
Electrical faults;
Blockages caused by foreign objects or misuse;
Tree roots;
Deteriorated existing pipework outside the repaired area;
Failure of unrelated components;
Tampering;
Vandalism;
Accidental damage;
Lack of maintenance; or
Use contrary to manufacturer instructions.

Each case will be assessed based on its individual circumstances.

18. Drain and Blockage Services

Clearing a blockage does not necessarily mean that the underlying drainage system is permanently free from defects.

Recurring blockages may result from:

Collapsed pipes;
Root intrusion;
Incorrect pipe gradients;
Damaged sewer lines;
Foreign objects;
Fat, grease or waste accumulation;
Structural defects; or
Problems within municipal infrastructure.

Where a blockage has been successfully cleared and subsequently recurs because of an underlying condition outside the scope of the original work, the subsequent service may constitute a new job and may be chargeable.

If the recurrence results directly from defective workmanship associated with our previous service, the matter will be assessed under the workmanship provisions of this policy.

19. Existing Plumbing Systems

When repairing existing plumbing installations, a plumber may work on systems containing old, corroded, damaged or previously modified components.

Repairing one fault does not constitute a guarantee that unrelated components will not subsequently fail.

Where reasonably possible, customers will be informed if additional defects or risks are identified during the work.

A refund will not ordinarily be due for a correctly completed repair merely because a different component subsequently fails, unless the later failure was caused by defective workmanship or goods for which we are responsible.

20. Refund Processing

Once a refund has been approved, it will be processed using a reasonable payment method.

Where practical, refunds may be made using the same payment method originally used by the customer.

Processing periods may vary depending on:

The payment method;
The customer’s bank;
Card processors;
Payment gateways; or
Other financial institutions involved.

We will process approved refunds within a reasonable period and in accordance with any timeframe imposed by applicable law.

21. Proof of Purchase

Customers requesting a refund, return, repair or replacement should provide reasonable proof that the relevant goods or services were supplied by Plumber-Plumbers.co.za.

Acceptable information may include:

An invoice;
Receipt;
Quotation;
Job number;
Proof of payment;
Electronic correspondence; or
Other information reasonably identifying the transaction.

22. How to Request a Refund, Return or Remedy

To request a refund, return, inspection or remedial work, please contact Plumber-Plumbers.co.za using the contact details published on our website.

Please provide, where available:

Your full name;
Contact number;
Property or service address;
Invoice, quotation or job number;
Date the service or purchase took place;
A clear description of the problem;
Photographs or videos where relevant; and
Details of the remedy you are requesting.

Providing complete information can help us investigate and resolve the matter more efficiently.

23. Assessment of Claims

Each refund, return or workmanship claim will be considered on its individual facts.

We may need to:

Review job records;
Inspect the installation;
Test a component;
Speak to the plumber who attended;
Obtain information from the manufacturer or supplier;
Review photographs or video evidence; or
Arrange an independent assessment where appropriate.

Submitting a claim does not automatically mean that a full refund will be due.

24. Consumer Protection Act

This Refund and Returns Policy is intended to operate consistently with the Consumer Protection Act 68 of 2008 and other applicable South African consumer legislation.

If any provision of this policy conflicts with a mandatory provision of applicable law, the applicable law will prevail and the remaining provisions of this policy will continue to apply to the extent permitted by law.

Nothing in this policy should be interpreted as a waiver of any consumer right that cannot lawfully be waived or excluded.

25. Complaints

We encourage customers to contact us directly if they are dissatisfied with a product or service so that we have an opportunity to investigate and resolve the matter.

Where a dispute cannot be resolved directly, consumers retain any rights they may have to approach an appropriate consumer protection body, ombud, tribunal or other authority in accordance with South African law.

26. Changes to This Policy

Plumber-Plumbers.co.za may update this Refund and Returns Policy periodically to reflect changes to our services, business practices or applicable legislation.

The version published on the website at the time of a transaction will generally be the version relevant to that transaction, subject to applicable law.

27. Contact Us

For questions regarding refunds, returns, workmanship concerns or product warranty claims, please contact us through the contact details provided on:

Plumber-Plumbers.co.za

Website: plumber-plumbers.co.za

When contacting us regarding an existing job, please include your invoice, quotation or job reference number where available.