1. Introduction

At Big 5 Products, we strive to provide quality products and excellent service to all customers. This Refund & Cancellation Policy outlines the terms and conditions relating to order cancellations, returns, refunds, and exchanges for products purchased from us.

By placing an order with Big 5 Products, you agree to the terms set out in this policy.

2. Order Acceptance

All orders are subject to acceptance and product availability.

An order will only be considered confirmed once:

• Full payment or agreed deposit has been received;
• Any required specifications, drawings, measurements, or approvals have been provided by the customer
• The order has been acknowledged by Big 5 Products.

We reserve the right to refuse or cancel any order at our discretion.

3. Cancellation Policy 3.1 Standard Products

Orders for standard stocked products may be cancelled before dispatch or production begins.

• Approved cancellations may be subject to: 
• Administration fees;
• Payment processing fees; and/or
• Restocking fees where applicable.

3.2 Custom-Made or Manufactured Products

Custom-made, fabricated, laser-cut, CNC-machined, special-order, or made-to-order products cannot be cancelled once:

• Production has commenced;
• Materials have been ordered or cut
• CAD drawings or programming has been completed
• Manufacturing setup has begun. Maybe net 50% refund

Deposits paid for custom work are non-refundable.

3.3 Cancellation After Dispatch

Orders that have already been dispatched, shipped, or collected cannot be cancelled and will fall under the Returns Policy where applicable.

4. Refund Policy
4.1 Refund Eligibility

Refunds will be considered under the following circumstances:

• Incorrect product supplied;
• Product received damaged or defective;
• Product unavailable after payment was made;
• Duplicate payment received;
• Failure to deliver due to reasons within our control.

All refund requests are subject to inspection and approval.

4.2 Non-Refundable Items

Refunds will not be granted for:

• Custom-manufactured or made-to-order products;

• Products manufactured according to customer-approved drawings or specifications;

• Incorrect measurements or information supplied by the customer;

• Products damaged through misuse, negligence, improper installation, or normal wear and tear;

• Products altered or modified after delivery;

Services already rendered, including design, programming, setup, or consultation work.

To request a refund, the customer must provide:

• Full name and contact details;
• Order or invoice number;
• Description of the issue;
• Clear photographs or supporting evidence where applicable.

Refund requests must be submitted in writing to:

4.3 Refund Request Procedure

• admin@b5p.co.za / admin@big5products.co.za

Claims for damaged or defective products must be reported within 48 hours of delivery or collection.

4.4 Refund Processing

Approved refunds will be processed via the original payment method where possible.

Refund processing may take between 5–10 business days, depending on banking institutions and payment providers.

Big 5 Products will not be responsible for delays caused by third-party payment processors or banks.

5. Returns Policy
5.1 Return Conditions

Returns may only be accepted if:

• The return is approved in writing
• The product is unused and in original condition
• The product is returned in original packaging where applicable
• The return is made within 7 days of delivery or collection.
• Returns without prior approval may be refused.

5.2 Return Shipping

Unless the return relates to an error or defect caused by Big 5 Products, the customer will be responsible for:

• Return shipping costs
• Insurance during transit
• Any risk of loss or damage during return transport.

5.3 Restocking Fees

Approved returns may be subject to a reasonable restocking fee.

6. Damaged or Defective Products

Customers must inspect all goods immediately upon delivery or collection.

If goods are received damaged or defective:

• The issue must be reported within 48 hours
• Products must not be installed, modified, or used
• Photographic evidence must be provided.

We reserve the right to:

• Repair the product
• Replace the product
• Issue a refund or credit at our discretion.

7. Customer Responsibility

Customers are responsible for:

• Verifying all specifications, dimensions, quantities, drawings, and approvals before production
• Ensuring suitability of products for their intended application 
• Providing accurate delivery information.

Signed approvals or written confirmations provided by the customer constitute final acceptance of specifications.

8. Manufacturing Tolerances

Due to manufacturing processes, minor variations may occur, including: 

• Material thickness tolerances
• Laser cutting tolerances
• Powder coating or paint colour variations
• Surface finish variations.

Such variations shall not constitute defects.

9. Delivery & Collection

Risk in goods passes to the customer upon:

• Delivery to the specified address
• Collection by the customer or appointed courier.

Big 5 Products is not liable for: 

• Courier delays
• Loss or damage after delivery
• Failed deliveries due to incorrect customer information.

Additional delivery or storage charges may apply for failed deliveries or delayed collections.

10. Warranty

All products manufactured by Big 5 Products carry a 12-month warranty.

Where applicable, warranties cover manufacturing defects only and exclude:

• Improper installation
• Abuse or misuse
• Accidental damage
• Wear and tear
• Unauthorized modifications or repairs.

Warranty claims are subject to inspection and approval.

11. Limitation of Liability

To the maximum extent permitted by law, Big 5 Products shall not be liable for:

• Indirect or consequential damages
• Loss of profits
• Production delays
• Installation costs
• Third-party damages arising from product use.

Our maximum liability shall not exceed the purchase price of the product supplied.

12. Force Majeure

Big 5 Products shall not be held liable for delays or failure to perform caused by events beyond our reasonable control, including but not limited to:

• Power outages
• Material shortages
• Transport disruptions
• Labour strikes
• Natural disasters
• Government restrictions.

13. Compliance With South African Consumer Law

Nothing in this policy is intended to limit any rights afforded to consumers under the Consumer Protection Act (CPA) of South Africa where applicable.

14. Contact Information

Big 5 Products
20 Ring road, George Industria, George, 6529 Phone: 072 506 6551
Email: admin@b5p.co.za
Website: www.b5p.co.za