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This Returns & Refunds Policy explains BuildVolume's procedures relating to cancellations, cooling-off rights, returns, repairs, replacements, warranty claims and refunds.

Mandatory rights under the Consumer Protection Act 68 of 2008 ("CPA"), the Electronic Communications and Transactions Act 25 of 2002 ("ECTA") and other applicable South African legislation take precedence over any inconsistent store, manufacturer or policy provision.

A return request is not automatically the same as a warranty claim.

The remedy available depends on why the product is being returned, when the request is made, the sales channel, the condition of the product and whether the CPA, ECTA or another applicable law applies.
 

1. WHO THIS POLICY APPLIES TO
 

This Policy applies to products sold by the applicable BuildVolume contracting entity.

"BuildVolume" is a trading name used by more than one South African company.
 

B Volume (Pty) Ltd t/a BuildVolume

Operates:

• BuildVolume PTA Store

• BuildVolume PTA Warehouse

• BuildVolume CPT Store

• BuildVolume Online Store

• BuildVolume B2B
   

BuildVolume JHB (Pty) Ltd t/a BuildVolume

Operates:

• BuildVolume JHB Store
   

The BuildVolume Online Store may display stock belonging to or available from linked BuildVolume companies.

The applicable seller for your transaction will be identified by the selected store/location and/or on your quotation, sales order, order confirmation or tax invoice.
 

2. CANCELLATION BEFORE DISPATCH
 

Where an order has not yet been processed, packed, specially sourced, activated or dispatched, BuildVolume will ordinarily allow cancellation without an administration penalty.

BuildVolume may deduct or recover a lawful and reasonable charge where a special-order or customer-specific commitment has already resulted in a cost and applicable legislation permits such a charge.

Electronic vouchers, activated licences, personalised goods and other categories excluded by law may not be cancellable once supplied or activated, except where they are defective, incorrectly supplied or otherwise protected by law.
 

3. ONLINE COOLING-OFF RIGHTS
 

For qualifying electronic transactions, section 44 of ECTA gives a consumer a right, subject to the Act's exclusions, to cancel qualifying goods within seven days after receipt without having to provide a reason.

Where section 44 applies, the consumer may be responsible for the direct cost of returning the goods.

Cooling-Off Does Not Mean "Free Trial"

The statutory cooling-off period is not intended to operate as a free trial, rental or temporary-use period.

A customer intending to rely on a cooling-off right should take reasonable care of the goods and should not use them beyond what is reasonably necessary to inspect their nature, characteristics and condition.

Opening packaging solely where reasonably necessary to inspect the goods does not, by itself, automatically remove a statutory right that otherwise applies.

However, actual use of the product may materially affect whether the product qualifies for a cooling-off or change-of-mind return.

This may include:

• activating or registering the product;

• installing or commissioning the product;

• assembling the product for use;

• operating the equipment;

• printing or scanning with the equipment;

• loading or consuming filament, resin, ink or other materials;

• using included consumables;

• altering or modifying the product;

• damaging the product;

• removing protective components beyond what is reasonably necessary for inspection; or

• otherwise using the product beyond reasonable inspection.

Customers should therefore not treat the seven-day cooling-off period as permission to use equipment and then return it simply because they have changed their mind.

Statutory Exclusions

ECTA's cooling-off provisions do not apply to every electronic transaction.

Statutory exclusions may include certain:

• goods made to the consumer's specifications;

• clearly personalised goods;

• goods which by their nature cannot be returned; and

• unsealed audio, video or computer software products,

among other exclusions provided by law.

BuildVolume will apply exclusions only where legally applicable.

Defective Products Are Different

This section concerns cooling-off and change-of-mind returns only.

It does not limit separate statutory rights relating to products that are:

• defective;

• unsafe;

• damaged;

• incorrectly supplied; or

• otherwise non-compliant with applicable consumer law.

Separate CPA cooling-off provisions may also apply to qualifying direct-marketing transactions.
 

4. INCORRECT PRODUCTS, SHORTAGES AND TRANSIT DAMAGE
 

If BuildVolume supplies the wrong product or an order is materially incomplete, please contact BuildVolume as soon as reasonably possible.

Where BuildVolume is responsible for the error, BuildVolume will arrange an appropriate correction at its cost.

Visible courier damage should be reported as soon as reasonably possible.

Where possible, please provide photographs showing:

• the outer packaging;

• courier/shipping label;

• internal packaging; and

• product damage.

A requested 48-hour reporting period may be used operationally to assist with courier claims, but it does not extinguish statutory consumer rights where the CPA applies.
 

5. DEFECTIVE OR UNSAFE PRODUCTS – CPA RIGHTS
 

Where the CPA applies, goods must be:

• reasonably suitable for the purpose for which they are generally intended;

• of good quality;

• in good working order;

• free of defects; and

• usable and durable for a reasonable period, having regard to the circumstances.

If goods fail to meet the applicable standards within six months after delivery, section 56 of the CPA generally entitles the consumer to return the goods without penalty and at the supplier's risk and expense and to choose a repair, replacement or refund, subject to the CPA.

If a consumer chooses repair and the defect is not remedied, or a further failure or defect appears within three months following the repair, the CPA provides additional remedies as applicable.

BuildVolume may reasonably inspect and test returned goods to verify the reported fault.

An assessment may not be used to defeat a valid statutory remedy.
 

6. CHANGE-OF-MIND RETURNS
 

South African law does not create a general unlimited change-of-mind return right for every retail or in-store purchase.

Where ECTA's cooling-off provisions apply to an online sale, or another statutory return right applies, BuildVolume will honour that right.

Outside a statutory return right, BuildVolume may choose to accept a non-defective change-of-mind return at its discretion.

Where a discretionary return is accepted, BuildVolume may require the goods to be:

• unused;

• complete;

• undamaged;

• in a resalable condition;

• in the original packaging;

• supplied with all accessories;

• supplied with manuals;

• supplied with licence keys; and

• supplied with promotional or bundled items originally included.

A reasonable restocking, handling or return-transport charge may apply where legally permitted and disclosed before acceptance of the return.
 

7. SPECIAL ORDERS AND PERSONALISED PRODUCTS
 

Custom-configured, personalised, specially manufactured, specifically imported or special-order products may be excluded from change-of-mind cancellation where permitted by law.

This does not remove statutory rights where such products are defective, unsafe or incorrectly supplied.
 

8. SOFTWARE AND DIGITAL PRODUCTS
 

Opened software, activated digital licences, licence keys and other digital products may be excluded from non-defective returns where permitted by law.

Defective or incorrectly supplied digital products remain subject to applicable statutory rights.
 

9. CONSUMABLES
 

Consumables include products such as:

• filament;

• resin;

• ink;

• build surfaces;

• nozzles;

• adhesives;

• cleaning products; and

• other items that are depleted or wear through normal use.

Consumables remain returnable where they are defective or incorrectly supplied and applicable law provides a remedy.

Normal depletion, wear, improper storage, contamination, moisture exposure or use outside manufacturer specifications does not constitute a manufacturing defect.
 

10. WARRANTY EXCLUSIONS
 

Subject to mandatory law and applicable manufacturer warranties, a warranty claim may be declined where the problem was caused by:

• normal wear and tear;

• accidental or impact damage;

• liquid damage;

• environmental damage;

• misuse or abuse;

• incorrect voltage or electrical supply;

• failure to maintain the product;

• unauthorised repair;

• unauthorised modification;

• operation contrary to manufacturer instructions;

• unsuitable materials or consumables; or

• third-party compatibility issues not caused by a defect in the supplied product.

Manufacturer warranty procedures may require:

• serial numbers;

• photographs;

• videos;

• diagnostic logs;

• error messages;

• proof of purchase; and/or

• remote troubleshooting.

BuildVolume may reasonably request this information when processing a claim.
 

11. RETURN AND WARRANTY PROCESS
 

Step 1 – Contact BuildVolume

Provide:

• your invoice or order number;

• product details;

• serial number where applicable; and

• the reason for the return.

Step 2 – Provide Fault Information

For warranty or defect claims, provide a clear description of the problem and any reasonable photographs, videos, logs or error messages requested for diagnosis.

Step 3 – Return Instructions

BuildVolume will provide return, collection or service instructions and identify the applicable service location.

Step 4 – Customer Data

Customers should back up their data and remove personal or confidential information where reasonably possible before submitting equipment for repair or assessment.

Step 5 – Packaging

Products must be adequately packaged for transportation.

Where BuildVolume is legally responsible for return transport under the CPA, BuildVolume will arrange or reimburse the lawful return method as appropriate.

Dangerous Goods

Do not ship lithium batteries, resin, chemicals or other regulated materials contrary to courier or dangerous-goods requirements.

BuildVolume may provide specific shipping instructions for these products.
 

12. INSPECTION AND DIAGNOSTIC FEES
 

BuildVolume may inspect and test products to determine the cause of a reported fault.

Where a valid statutory or warranty defect is confirmed, a customer will not be charged an inspection fee contrary to applicable law.

Where no covered defect is found and the problem results from misuse, unauthorised modification, unsuitable consumables, customer configuration, third-party equipment or another excluded cause, reasonable diagnostic, labour and transport costs may be payable where lawfully disclosed.
 

13. REFUNDS
 

Approved refunds will ordinarily be made to:

• the original payment method; or

• the verified bank account associated with the transaction,

subject to fraud-prevention, banking and payment-provider requirements.

BuildVolume will process refunds within the period required by applicable law.

Banking and payment-provider clearing periods may be outside BuildVolume's direct control.

Where only part of an order is cancelled or returned, delivery charges may be recalculated where legally appropriate.

Where BuildVolume supplied incorrect or defective goods and is legally responsible for the return, the customer will not be charged return transportation contrary to the CPA.
 

14. BUSINESS CUSTOMER RETURNS
 

Where the CPA consumer remedies do not apply, Business Customer returns are subject to:

• the applicable quotation;

• reseller/dealer agreement;

• manufacturer warranty; and

• BuildVolume's written approval.

Stock rotation, over-ordering or buyer's remorse does not automatically create a right of return for a Business Customer.

Defective products remain subject to applicable contractual/manufacturer warranties and any legislation that continues to apply.
 

15. CONTACT US
 

For returns, refunds and warranty assistance, please contact:

BuildVolume

Email: info@buildvolume.co.za

Telephone: +27 (0)10 594 4644

Please include your order or invoice number when contacting us.