Returns & Refunds

Returns and refunds at Coetz™ are straightforward: if we supplied something wrong or damaged, we put it right.

This Returns & Refunds policy explains when Coetz™ products can be returned and the process to follow. It works alongside our Warranty, which covers manufacturing defects.

Effective date: August 2026.

Returns Policy

Because most Coetz™ products are manufactured to customer specifications, they are generally non-returnable.

Returns may only be accepted where:

• An incorrect product was supplied by Coetz™.
• The product has a verified manufacturing defect.
• The product was damaged before delivery.
• A written return has been approved by Coetz™.

Approved returns must:

• Be reported within 48 hours of delivery.
• Remain unused and uninstalled.
• Be returned in their original condition and packaging where reasonably possible.

Custom-manufactured products cannot be returned due to changes of mind, incorrect measurements supplied by the customer, or ordering errors.

Delivery Inspection

Customers must inspect all products immediately upon delivery.

Please verify:

• Correct product.
• Correct size.
• Correct colour.
• Correct glass specification.
• Visible damage.

Any shortages, damage or defects should be noted on the delivery documentation and reported to Coetz™ within 48 hours.

Claims submitted after installation may be declined where the defect would have been reasonably visible before installation.

Warranty

Manufacturing defects are covered separately under our Warranty policy, which sets out warranty periods, what is covered and how to claim.

Consumer Rights

Nothing in this policy limits or excludes any rights available to consumers under the Consumer Protection Act, 68 of 2008, or any other applicable South African legislation.

Contact Us

To report a return or a delivery issue, please contact us within 48 hours:

Coetz™ · Tel: 010 412 0062 · Email: sales@coetzglazing.co.za · coetzglazing.co.za

Returns And Refunds

Coetz Glazing manufactures to your sizes and supplies direct — send us your sizes for a fixed-price quote.

For background, see this automatic door overview.

Returns and refunds in plain language

The policy above is short because the rule is simple. Our windows and doors are made to the size you order, so they cannot be resold to someone else. That is why returns and refunds are limited to orders where something is wrong on our side:

• We supplied the wrong product — a different size, configuration, colour or glass from what you ordered.
• The product has a manufacturing defect.
• The product was damaged before or during delivery.
• We have approved the return in writing.

A change of mind, a measuring mistake or an ordering error on your side is not a reason for a return, because the product was made exactly as ordered.

Step by step: reporting a problem within 48 hours

1. Inspect everything on delivery or collection, before you sign. Check the product, the size, the colour, the glass and any visible damage.
2. Write any problem on the delivery note and take clear photographs, including the label or invoice.
3. Contact us within 48 hours with your order number, the photographs and a short description of the problem.
4. Keep the product as it is. Do not install, cut or alter it, and keep the packaging where reasonably possible.
5. We confirm the next step in writing: collection or return of the product, and a replacement or refund.

The 48-hour window matters. Damage reported after installation can be impossible to trace, so claims made after a unit has been fitted may be declined where the fault would have been visible before installation.

How refunds work

When a return is approved, we will confirm in writing whether the order will be replaced, repaired or refunded, and for a refund, the amount and how it will be paid.

Avoiding returns before you order

Most returns and refunds requests we decline come from ordering errors that are easy to prevent:

• Measure the structural opening, not the old frame. Use our window measuring guide and door measuring guide.
• Check the opening direction of every sash and door before ordering.
• Check the colour. White is standard; Black and Natural Anodised cost more and look very different.
• Read the product name carefully. It states the size, layout and configuration.
• Ask if you are unsure. Call 010 412 0062 or WhatsApp 076 613 4418 before ordering. It is far quicker than a return.

Returns, refunds and the warranty

This page covers products that arrive wrong or damaged. A fault that appears later, after installation, is handled under our warranty, which covers manufacturing defects for up to five years depending on the part. If you are unsure which applies, contact us and we will tell you.

Your consumer rights

This returns and refunds policy does not limit your rights under the Consumer Protection Act, 68 of 2008. If you want independent guidance, the National Consumer Commission publishes information on consumer rights in South Africa.

Returns and refunds: common questions

Can I return a window if I measured wrongly?

No. The window was made to the size you ordered, so a measuring error is not grounds for a return. Contact us and we will help you order the right size.

What if the glass is cracked when it arrives?

Note it on the delivery note, photograph it and contact us within 48 hours. Damage before delivery is our responsibility.

Can I cancel an order?

Contact us immediately. Once a made-to-order item has been manufactured, it cannot be cancelled. Our terms and conditions explain cancellation in full.

Do automatic door spares follow the same returns policy?

Contact us before returning any part, so we can confirm the correct process for that item.

How do I contact you about returns and refunds?

Call 010 412 0062 or email sales@coetzglazing.co.za within 48 hours of delivery.