Returns and Refunds Policy

At The Ceiling Co., we want you to be happy with your purchase. Please check product dimensions, finishes, quantities and specifications carefully before ordering.

Returns

We do not offer extra returns or exchanges for changes of mind, over-ordering or leftover materials. This does not affect any return or cancellation rights you have under South African law.

For qualifying online purchases, you may cancel without giving a reason within seven days after receiving your order. This right still applies when you collect the products yourself, unless a legal exception applies.

Please notify us by email or WhatsApp within this period. You are responsible for the direct cost of returning the goods. We do not charge a cancellation penalty or restocking fee for these returns.

Goods genuinely made to your specifications or personalised may be excluded from the online cooling-off right. Choosing a standard stocked length or finish does not, by itself, make a product custom-made.

Due to the size of our products, please contact us before arranging a return. You do not need to wait for our reply before sending your cancellation notice.

Checking Your Order at Collection

Please check your products, quantities, lengths, finishes and visible condition with our team before leaving. Tell us about any damage or missing items so we can help.

If you discover a problem later, contact us as soon as possible. Checking or signing for your order at collection does not remove your legal consumer rights.

Ceiling Panels and Protective Film

Please inspect all panels before removing the protective film, cutting or installation. If you think a panel is damaged or faulty, stop work and contact us.

Keep the original packaging and protective film intact where possible, especially if you may need to return the products. Protect them from damage while they are in your care.

Opening the packaging or removing the film does not automatically prevent a return allowed by law. We will consider the reason for the return, any use or changes to the product, and its condition.

We do not offer extra change-of-mind returns for panels that have been cut, drilled, glued or installed. Your legal rights relating to faulty products still apply.

Incorrect Damaged or Faulty Products

If we have supplied an incorrect product, or a product is damaged or faulty, please contact us as soon as possible with your order number or other proof of purchase. Photographs of the product and packaging can help us understand the problem.

Where the Consumer Protection Act applies, you may return goods that do not meet its quality requirements within six months of receiving them, without penalty and at our risk and expense. You can choose a repair, replacement or refund as provided by the Act. Other legal rights or warranties may last longer.

We may inspect the product to understand what went wrong. Damage caused by incorrect transport, storage, use or installation is different from a product fault. Removing the film or installing a panel does not automatically rule out a valid fault claim.

Where we have supplied incorrect or faulty goods, or goods damaged before collection, we will arrange or cover the necessary return costs as required by law.

Refunds

Refunds will normally be made to the original payment method. If this is not possible, we will agree a secure alternative with you. You do not have to accept store credit instead of a refund you are legally entitled to.

For a valid online cooling-off cancellation, we will refund your payment within 30 days of cancellation. Other refunds will be handled promptly and within any legal deadline that applies.

We will confirm when your refund has been processed. Your bank or payment provider may take additional time to show it in your account.

Contact Us

Email: howzit@ceilingco.co.za

WhatsApp: 063 629 6879

Return address: Building C, 1008 Katrol Avenue, Robertville Ext. 10, Roodepoort, 1709.

Return hours: Monday to Friday, 08:00–16:30. Closed on weekends and public holidays.

Please contact us before bringing back ceiling panels or other long products so we can arrange to receive them.

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