Refund policy

Happy customers are important to us. If something is wrong with your order or you are not satisfied with your purchase, please contact us so that we can assist.

This policy does not limit any rights available to consumers under the Consumer Protection Act 68 of 2008, the Electronic Communications and Transactions Act 25 of 2002, or any other applicable South African law.

Contact details

Email: sales@pizzabraai.co.za
Telephone: 065 709 7495

Please contact us and obtain return instructions before sending any product back to Pizza Braai.

1. Change-of-mind returns

You may request to return an unused product within 30 calendar days after delivery, provided that:

• The product is unused, undamaged and complete.

• The product is returned in its original packaging.

• The product has not been personalised or customised.

• You provide the original order number and proof of purchase.

• Pizza Braai approves the return before the product is sent.

For an approved change-of-mind return:

• The customer is responsible for arranging and paying the return courier cost.

• Alternatively, Pizza Braai may offer to arrange collection on the customer’s behalf.

• Any collection charge will be communicated before collection and may be invoiced separately or deducted from the approved refund.

• Original delivery charges are not refundable, except where required by applicable law.

• The product must be packaged securely for transport.

• We recommend using a tracked and adequately insured courier service.

A change-of-mind return will be refunded only after the product has been received, inspected and approved.

2. Online cooling-off rights

Where section 44 of the Electronic Communications and Transactions Act applies, a consumer may cancel an eligible online transaction without reason and without penalty within seven days after receiving the goods.

The consumer may be responsible for the direct cost of returning the goods, as permitted by law.

Any refund arising from a statutory cooling-off right will be handled in accordance with the applicable legislation.

This cooling-off right may not apply to certain goods excluded by law, including some personalised, customised or specially made products.

3. Exchanges

Please contact Pizza Braai before returning a product for exchange.

A voluntary exchange may be accepted within 30 calendar days after delivery if the product is unused, undamaged, complete and in its original packaging.

For a voluntary exchange, including where the customer changes their mind or selects the wrong model:

• The customer is responsible for the cost of returning the original product.

• The customer is responsible for the cost of delivering the replacement product.

• The customer must pay any difference where the replacement product costs more.

• Where the replacement product costs less, the approved difference will be refunded after the original product has been received and inspected.

• The free-delivery benefit attached to the original order does not include collection or redelivery for a voluntary exchange.

Pizza Braai may arrange the return collection and replacement delivery on the customer’s behalf. The applicable courier charges will be communicated and must be approved before collection or dispatch.

The replacement product will be dispatched only after the returned product has been received, inspected and approved.

If an exchange is required because Pizza Braai supplied an incorrect product, the product was damaged in transit, or the product is defective, Pizza Braai will cover the reasonable return and replacement-delivery costs as required by applicable law.

4. Incorrect, incomplete or damaged orders

Please inspect your order as soon as possible after delivery.

Contact us promptly if:

• You received the wrong product.

• An item is missing.

• The product was damaged during delivery.

• The parcel shows signs of significant transport damage.

Please provide:

• Your order number;

• A description of the problem;

• Photographs of the product and packaging; and

• Video where it helps demonstrate the problem.

Where Pizza Braai confirms that a product was supplied incorrectly, was incomplete or was damaged during delivery, Pizza Braai will arrange or cover the reasonable return and replacement-delivery costs.

Do not discard the original packaging or return the product before receiving instructions from us.

5. Defective products and the implied warranty of quality

South African consumers have an implied warranty of quality under the Consumer Protection Act.

Within six months after delivery, a consumer may return goods that fail to meet the applicable statutory quality standards, without penalty and at the supplier’s risk and expense.

Subject to the Consumer Protection Act, the consumer may direct Pizza Braai to:

• Repair the defective product;

• Replace the defective product; or

• Refund the purchase price.

Pizza Braai may request information, photographs, video or a reasonable opportunity to inspect the product in order to assess the reported defect.

These rights do not apply where the relevant failure was caused by misuse, abuse, unauthorised alteration or inadequate care after delivery.

If a product is repaired and the same or a further qualifying defect arises within the period protected by applicable law following that repair, the remedies required by the Consumer Protection Act will apply.

6. Additional 24-month structural warranty

In addition to statutory consumer rights, Pizza Braai provides a structural warranty on Pizza Braai units for 24 months from the date of purchase.

This additional warranty applies to qualifying manufacturing or structural defects. It does not replace, reduce or override any rights available under the Consumer Protection Act or other applicable law.

Proof of purchase may be required.

For a qualifying claim falling outside the initial six-month statutory period but within the additional 24-month structural warranty period, Pizza Braai will assess the product and determine the appropriate remedy under this additional warranty. The remedy may include repair or replacement.

Where a claim is accepted under the additional structural warranty, Pizza Braai will communicate the applicable collection, repair, replacement and delivery arrangements.

7. What the additional warranty does not cover

The additional structural warranty does not cover damage caused by:

• Normal wear and tear;

• Misuse, abuse or negligence;

• Making the main fire underneath the Pizza Braai instead of on top;

• Using the product for a purpose for which it was not designed;

• Unauthorised alterations or modifications;

• Accidents or external damage;

• Inadequate storage, maintenance or care;

• Failure to follow the supplied use, care or safety instructions;

• Rust, corrosion or deterioration caused by inadequate drying, storage or care where proper care could reasonably have prevented it; or

• Commercial or abnormal use beyond the product’s intended application.

An exclusion will apply only where the excluded conduct caused or materially contributed to the relevant damage or failure.

These exclusions do not remove any statutory rights that cannot lawfully be excluded.

8. Products purchased elsewhere

For the additional Pizza Braai warranty, proof of purchase from Pizza Braai or an authorised Pizza Braai retailer may be required.

If you purchased the product from another retailer, we may ask you to contact that retailer first, depending on the nature of the claim and the applicable consumer-law obligations.

Nothing in this section limits any rights or remedies available under applicable law.

9. Personalised and customised products

Personalised or customised products cannot ordinarily be returned or exchanged because of a change of mind or incorrect customer selection.

This does not limit the customer’s rights where the personalised or customised product:

• Was supplied incorrectly;

• Does not match the approved order;

• Was damaged during delivery;

• Is unsafe; or

• Is defective.

10. How to request a return, exchange or warranty assessment

Contact us at:

Email: sales@pizzabraai.co.za
Telephone: 065 709 7495

Please provide:

• Your original order number;

• Proof of purchase where requested;

• The product or number of parcels involved;

• The reason for the return, exchange or claim;

• Photographs or video where relevant; and

• The collection or return address within South Africa.

We will review the request and provide the applicable return, collection or assessment instructions.

Do not send a product back before receiving return instructions and confirmation of the correct return destination.

11. Product inspection

Returned products may be inspected after receipt.

For voluntary change-of-mind returns and exchanges, Pizza Braai may refuse the return or exchange where the product is:

• Used;

• Incomplete;

• Damaged;

• Altered;

• Not in its original packaging; or

• Otherwise not in its original purchase condition.

This limitation does not apply where the condition of the product results from a defect, delivery damage, incorrect supply or another matter for which Pizza Braai is legally responsible.

A product being opened or reasonably inspected by the customer will be considered in accordance with applicable law.

12. Refunds

We will notify you after receiving and inspecting the returned product and confirm whether the refund has been approved.

If approved:

• The refund will ordinarily be made to the original payment method.

• We aim to process the approved refund within 10 business days.

• Your bank, card issuer or payment provider may require additional time to reflect the refund.

• Any legally required refund period will apply where it provides the consumer with greater protection.

For an approved voluntary return, any agreed return-collection charge may be deducted from the refund.

Where a replacement product costs less than the returned product, the approved price difference will be refunded after inspection.

If more than 15 business days have passed since we confirmed that your refund was processed, please contact us at sales@pizzabraai.co.za.

13. The Pizza Braai Promise

Pizza Braai is a versatile product, and getting the best results depends on using the correct fire, heat and cooking method.

If you are not happy with your cooking results, please contact us. We will help you identify the problem and provide practical guidance on:

• Fire preparation;

• Heating and temperature;

• Pizza bases;

• Toppings;

• Cooking times; and

• General Pizza Braai technique.

Our goal is to help every Pizza Braai owner get the results the product was designed to deliver.

The Pizza Braai Promise is a commitment to practical product guidance and customer support. It is separate from the change-of-mind return, exchange and warranty terms set out above.

The Pizza Braai Promise does not limit any rights available under the Consumer Protection Act, the Electronic Communications and Transactions Act or any other applicable South African law.

Happy Pizza Braaiing!