Refund and Return Policy
Effective Date: 7 September 2026
At Hendrick Elias Enterprises, we are committed to supplying quality windows, doors and related products that meet our customers’ requirements. We understand that circumstances may arise where a product needs to be returned or a refund requested. This policy explains the conditions and process applicable to returns, exchanges and refunds.
1. Custom-Made Products
Many of our windows and doors may be made or prepared according to specific customer measurements, specifications, colours or design requirements.
Because customised products are made specifically for the customer, they generally cannot be returned or refunded simply because the customer has changed their mind, selected the incorrect size, or no longer requires the product.
Customers are therefore encouraged to carefully confirm all measurements, specifications and product requirements before placing an order.
2. Standard Products
Standard, unused products may be considered for return where they are eligible for return and have not been modified, installed, damaged or altered.
Products must be returned in their original condition and, where applicable, with their original packaging and accessories.
Approval for a return must be obtained from Hendrick Elias Enterprises before the product is returned.
3. Damaged or Defective Products
If you receive a product that is damaged, defective or does not correspond with the agreed order specifications, please contact us as soon as reasonably possible.
We may request photographs, videos, measurements, order details or other information to assess the issue.
Where a product is confirmed to have a manufacturing defect or other issue for which Hendrick Elias Enterprises is responsible, we may, where appropriate:
- Repair the product;
- Replace the affected product or component; or
- Provide an appropriate refund or other remedy.
The remedy will depend on the nature of the issue and applicable South African consumer-protection legislation.
4. Incorrect Measurements or Specifications
Customers are responsible for confirming measurements and specifications supplied to us before production or ordering.
Where a product has been manufactured according to measurements or specifications approved by the customer, Hendrick Elias Enterprises will generally not be responsible for costs arising from incorrect measurements or changes requested after production has commenced.
If our team is responsible for taking measurements, any measurement-related issue will be assessed on a case-by-case basis.
5. Installation
Where installation services are provided, customers should inspect the installation and notify us of any concerns as soon as reasonably possible.
Issues resulting from incorrect use, accidental damage, alterations by third parties or failure to follow reasonable care and maintenance instructions may not qualify for a refund or complimentary repair.
6. Change of Mind
Returns or refunds due solely to a change of mind are not guaranteed, particularly for products that have been customised, manufactured, ordered specifically for the customer or altered according to customer requirements.
Any request of this nature will be considered at the discretion of Hendrick Elias Enterprises and subject to the condition of the product and applicable law.
7. Deposits and Cancellations
Where a deposit or payment has been made to secure an order, cancellation requests should be submitted as soon as possible.
If production, preparation, procurement or customisation has already commenced, the deposit or part of the payment may be non-refundable to the extent permitted by applicable law.
Any cancellation and refund will be assessed based on the stage of the order and costs already incurred.
8. Refund Process
Once a refund has been approved, Hendrick Elias Enterprises will communicate the applicable refund amount and process.
Refunds will generally be processed using the original payment method where reasonably possible. Processing times may vary depending on the payment provider or financial institution.
9. Exchanges
Where an exchange is approved, the replacement product will be subject to availability and may require additional payment where the replacement product has a higher price.
Custom-made or customised products may not qualify for an exchange unless the issue is attributable to a defect, manufacturing error or another circumstance covered by applicable consumer law.
10. How to Request a Return or Refund
To request a return, exchange or refund, please contact us with:
- Your full name
- Contact number
- Order or quotation details
- Product purchased
- Reason for the request
- Photographs or other supporting information, where applicable
Please contact:
Hendrick Elias Enterprises
Cell: 076 411 7875
Email: info@hendrickeliasenterprises.co.za
Address: Stand NO 671, 2006 & 2008 Street, Bloodriver, Polokwane, 0784, South Africa
11. Consumer Rights
Nothing in this Refund and Return Policy is intended to remove, restrict or limit any rights that customers may have under applicable South African consumer-protection legislation.
Where applicable, customer rights under the Consumer Protection Act 68 of 2008 (CPA) will take precedence over any provision of this policy that conflicts with the law.
12. Changes to This Policy
Hendrick Elias Enterprises reserves the right to update this Refund and Return Policy from time to time.
Any changes will be published on this website with the updated effective date.
Last Updated: 7 September 2026