Refund & Returns Policy

Last updated: [DATE YOU PUBLISH THIS PAGE]

This policy is written to be consistent with South Africa's Consumer Protection Act, 2008 (CPA). It's general information, not legal advice. If a dispute becomes serious or high-value, get it confirmed by an attorney.

1. Most of our products are made to order

Most items sold by Lukhanyo M Projects, including aluminium doors and windows, steel gates, carports and balustrades, are custom fabricated to the measurements and specifications agreed with you at the time of your order or quote. Under the CPA, custom-made goods generally aren't covered by a "change of mind" right of return. Once production has started on an item built to your specifications, we're not obliged to accept a return just because you no longer want it.

2. When you are entitled to a refund or remake

You're entitled to a refund, repair or replacement where:

• The finished item doesn't reasonably match the specifications you agreed with us. Wrong size, wrong configuration, or wrong finish from what was ordered.
• The item is defective, of poor quality, or not fit for the purpose it was sold for. This implied warranty applies for six months from delivery or installation under the CPA, whether or not the item was custom-made.
• The item was damaged in transit or during our own installation, through no fault of yours.

In these cases we'll repair the defect, remake the item, or refund you at our cost, depending on what's reasonable for the specific fault.

3. Ready-made and stock items

[CONFIRM: do you carry any true off-the-shelf stock items? For example, the foldable washing line in your catalogue is marked "in stock" rather than made-to-order. If so, state your return window here, for example "Unused stock items in original condition may be returned within X days of delivery for a refund, minus any delivery cost." If everything you sell is effectively made or fitted to order, this section can be removed.]

4. Before you order

Because most items are custom-built, check your measurements, colour or finish choice, and delivery address carefully before confirming your order. Our team can help confirm measurements and specifications before production begins. Get in touch if you're unsure.

5. Card payments and payment disputes

Card payments are processed securely through Paystack. If a card payment was taken in error, failed but still shows as charged, or you think there's a billing problem, contact us first at info@lukhanyomprojects.com with your order number. Most issues can be resolved directly, and faster than going through a bank chargeback.

6. How to request a refund or report a problem

Email info@lukhanyomprojects.com or call 068 001 1159 with your order number and a description of the issue, plus photos if the item is faulty or damaged. We'll respond within [CONFIRM YOUR RESPONSE TIME TARGET, e.g. "2 business days"] to arrange an inspection, repair, remake or refund as appropriate.

7. Refund method and timing

Approved refunds for card payments are returned to the original card through Paystack. Paystack's own guidance is that customers should expect a card refund within 3 to 10 working days of it being initiated, though the exact timing also depends on your bank. Refunds for EFT payments are made back to the account the payment was received from.