Returns & Refund Policy

Version: 1.0

Effective Date: August 2026

Last Updated: 2 August 2026

Returns & Refund Policy

1. Introduction

At INSUL8SA, we strive to supply quality products and excellent customer service. If there is a problem with your order, we encourage you to contact us as soon as possible so that we can assess the situation and work towards a fair solution.

This policy should be read together with our Terms & Conditions, Delivery Policy and Warranty Policy.

Nothing in this policy limits any rights you may have under applicable South African consumer protection legislation.

2. Before Requesting a Return

Before requesting a return, customers should:

• Check that the correct product was ordered.
• Inspect the product for visible damage.
• Keep the product in its original condition.
• Contact INSUL8SA before returning any goods.

Products may not be returned without prior approval from INSUL8SA.

3. Return Requests

To help us assess your request quickly, please provide:

• Order or invoice number.
• Date of purchase.
• Description of the issue.
• Clear photographs where applicable.
• Quantity affected.
• Your preferred contact details.

Additional information may be requested where necessary.

4. Products Eligible for Return

Subject to inspection and approval, products may be eligible for return where:

• The incorrect product was supplied by INSUL8SA.
• The product arrived with verified transport damage.
• A verified manufacturing defect exists.
• Another return has been agreed to in writing by INSUL8SA.

Approval is assessed on a case-by-case basis.

5. Products That May Not Be Eligible for Return

Unless required by law or otherwise agreed in writing, returns will generally not be accepted for:

• Products specially ordered for a customer.
• Custom-cut products.
• Products that have been installed or used.
• Products that have been modified.
• Products exposed to rain or excessive moisture after delivery.
• Products damaged through incorrect storage.
• Products damaged by customer transport or handling.
• Products returned in an unsaleable condition.

6. Bulky Products

Many products supplied by INSUL8SA require specialised transport and handling.

Examples include:

• Summit XPS Boards.
• Isoboard Thermal Ceiling Boards.
• Long-length insulation materials.
• Industrial insulation products.

Because these products are costly to transport and easily damaged if handled incorrectly, all return requests are individually assessed.

Approval of a return does not automatically mean that collection costs, transport costs or restocking costs will be borne by INSUL8SA.

7. Moisture and Weather Damage

Insulation products should be stored in a clean and dry environment immediately after delivery.

Returns will generally not be accepted where products have been damaged due to:

• Rain.
• Flooding.
• Standing water.
• Damp storage conditions.
• Exposure to the elements after delivery.

Damage caused after delivery is considered customer responsibility.

8. Customer Measurement Errors

Customers are responsible for confirming all measurements, quantities and product specifications before ordering.

Where products are ordered incorrectly due to customer measurement errors, returns may not be accepted or may be subject to transport and restocking costs.

INSUL8SA is always happy to assist with estimating material requirements before an order is placed.

9. Special-Order Products

Products sourced specifically for a customer’s project, custom-manufactured items or non-standard products are generally non-returnable once procurement has commenced.

Customers are encouraged to verify all specifications carefully before confirming such orders.

10. Inspection of Returned Goods

Approved returns will be inspected upon arrival.

Refunds, replacements or credits will only be processed once the returned goods have been assessed.

If returned products are found to be damaged, incomplete or unsuitable for resale due to customer handling, the return may be declined or adjusted to reflect the condition of the goods.

11. Refunds

Where a refund is approved, it will be processed using the original payment method where reasonably possible.

Any deductions permitted by law or agreed in advance, such as actual transport or restocking costs incurred because of the return, will be communicated to the customer before the refund is finalised.

12. Need Assistance?

If you are unsure whether a product qualifies for return, please contact INSUL8SA before arranging transport.

Our team will gladly explain the available options and assist in resolving the matter as quickly as possible.