Effective Date: 7 July 2026
Last Updated: 7 July 2026
1. Introduction
At Blockhouse, we take pride in the quality and craftsmanship of our furniture. We want you to be completely satisfied with your purchase and are committed to resolving any issues fairly, transparently and in accordance with the Consumer Protection Act, 68 of 2008 (“CPA”).
This Returns & Refunds Policy applies to all products purchased through the Blockhouse Online Shop and should be read together with our Terms & Conditions, Shipping & Delivery Policy and Privacy Policy.
Please note that this policy applies to products purchased through the Blockhouse Online Shop only and does not apply to Blockhouse Modular Homes.
2. Your Consumer Rights
Nothing contained in this policy limits or excludes any rights that you may have under the Consumer Protection Act or any other applicable South African legislation.
Where the CPA provides greater protection than this policy, the provisions of the CPA shall apply.
3. Return Eligibility
Customers may request the return of eligible in-stock products within 7 calendar days of receiving their order, provided that the item:
Returns are subject to inspection upon receipt.
4. Made-to-Order Products
Many Blockhouse products are manufactured specifically to customer specifications.
Because these products are custom-made, they cannot be returned or exchanged simply because:
Orders for made-to-order products may only be cancelled before manufacturing has started.
If a made-to-order product is defective, damaged or does not comply with the Consumer Protection Act, Blockhouse will repair, replace or refund the product where legally required.
5. Products That Cannot Be Returned
The following products are generally not eligible for return unless they are defective or required by law:
6. Damaged, Defective or Incorrect Products
Please inspect your order immediately upon delivery.
If you receive a product that is:
please notify Blockhouse within 3 business days of delivery by emailing info@blockhouse.co.za.
Your claim should include:
We will assess the claim and, where appropriate, arrange a repair, replacement or refund in accordance with the CPA.
7. Return Shipping
Where a return is approved because:
Blockhouse will arrange or cover the reasonable return shipping costs.
Where a customer returns a product for any other approved reason, the customer is responsible for all return shipping costs.
Customers are encouraged to use a tracked and insured shipping method, as Blockhouse cannot accept responsibility for products lost or damaged during return transit.
8. Condition of Returned Products
Returned products must be adequately packaged to prevent damage during transportation.
If returned goods arrive in a condition that prevents them from being resold due to damage, missing parts or unreasonable use, Blockhouse reserves the right to reduce the refund amount where permitted by law.
9. Refunds
Once a returned product has been received and inspected, customers will be advised of the outcome of their return request.
Where a refund is approved, it will generally be processed within 14 business days using the original payment method wherever reasonably possible.
Please note that your financial institution may require additional time before the refund reflects in your account.
10. Late or Missing Refunds
If your refund has not been received after 14 business days, we recommend that you:
11. Order Cancellations
In-stock Products
Orders for in-stock products may be cancelled provided they have not yet been dispatched.
Made-to-Order Products
Made-to-order products may only be cancelled before manufacturing has commenced.
Once production has started, cancellation will not be possible because the product is being manufactured specifically for the customer.
12. Refused Deliveries and Returned Shipments
If an order is returned to Blockhouse because:
the customer will be responsible for any additional delivery or return shipping costs before the order can be re-dispatched.
13. Exchanges
Where stock is available, Blockhouse may offer an exchange instead of a refund.
Exchanges are subject to product availability and approval of the return request.
14. How to Request a Return
To request a return, please contact us before returning any products.
Please include:
Email: info@blockhouse.co.za
Telephone: 066 116 3044
We will provide further instructions once your request has been reviewed.
15. Contact Us
Blockhouse
N4 Gateway Industrial Park
50 Banghoek Crescent
Willow Park Manor
Pretoria
South Africa
Telephone: 066 116 3044
Email: info@blockhouse.co.za
We are committed to providing exceptional customer service and will always endeavour to resolve return requests fairly, efficiently and in accordance with applicable South African consumer legislation
