Refund policy

Returns & Refunds Policy

At DRT Laminating, we take pride in delivering custom-manufactured countertops and components that meet the highest standards of quality and craftsmanship. Our returns and refunds policy is designed to ensure fairness and transparency while protecting both our customers and our business.

1. Delivery & Acceptance of Goods

• Delivery Arrangements: Deliveries will be scheduled once your order has been manufactured and quality checked. A member of our team will contact you to confirm your delivery date and time.

• Delivery Location: Our drivers will deliver to the door of your premises or to a designated area at a commercial site. Entry beyond the door is at your express invitation and entirely at your own risk. DRT Laminating holds no liability for damage or loss occurring during access to your premises.

• Acceptance Criteria: Goods must be received by you or a responsible person (18 years or older). Goods will not be left unattended or with minors.

• Missed Deliveries: If no one is present to accept the delivery, our driver will wait for up to 10 minutes before returning the goods. Re-delivery will incur an additional delivery charge.

2. Inspection Upon Delivery

• We strongly advise all customers to inspect goods immediately upon delivery. Check for:

  • Scratches, chips, or damage to the boards or tops

  • Correct quantity of items delivered

  • Accuracy of items against the invoice

• Any damaged or incorrect items must be returned with the driver at the time of delivery and clearly marked on the delivery note. These items will be replaced or refunded.

• Returns or complaints after the driver has left may not be eligible for a refund or exchange.

3. Refunds & Returns

3.1 On-the-Spot Returns

• If you’re not fully satisfied with an item at the time of delivery, return it immediately with the driver. Refunds will be processed within 2 working days after the goods are returned to our warehouse.

• Please note that bank processing times may add delays beyond our control.

3.2 Post-Delivery Returns

• Items returned after the driver has left must be delivered back to our West Turffontein facility at your own cost.

• Returns are only accepted within 5 working days of delivery and must be in unused, undamaged condition, accompanied by the original invoice.

• A 15% handling fee may apply to returns made after delivery.

4. Order Discrepancies or Shortages

• Any missing items listed on your invoice must be noted at the time of delivery and signed off by the driver. You will receive a full refund for any items charged but not received.

• DRT Laminating does not offer re-delivery of missing or short-supplied items unless pre-arranged. In most cases, a refund will be issued.

5. Defective Goods & Warranty Claims

• If a product is found to be defective due to a manufacturing fault, you may return it within 10 business days for a replacement or refund, subject to inspection.

• Products showing defects after 10 days but within the manufacturer’s warranty period may be sent for repair or assessment. The manufacturer will determine if a repair, replacement, or fee is applicable.

• Warranty does not cover:

  • Damage due to power surges or lightning

  • Misuse, abuse, or neglect

  • Improper installation or use

  • Accidental or transport damage

  • Alterations to the original product

6. Delivery Charges

• Delivery fees are calculated based on your location and will be confirmed prior to dispatch.

• Re-delivery fees apply if:

  • No one was present to receive the original order

  • A return or replacement is requested after the driver has left

• Free collection from our factory is available.

7. Custom Orders

Due to the bespoke nature of our countertops, custom-sized or custom-finished items are not eligible for return or refund, unless damaged during delivery or proven defective.

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Need help with your return?
Please contact us at 076 772 2805 or email info@drtlaminating.co.za with your order number and a brief explanation of the issue.