Refund policy
Returns & Refund Policy
Our Promise
At HAKENSTEEK, we take pride in designing and manufacturing products that are built to last.
If something isn't right with your order, we'll work with you to find a fair and practical solution as quickly as possible.
Returns & Exchanges
Standard Products
You may request a return within 7 days of receiving your order if:
- The product is unused and uninstalled
- The product is returned in its original packaging
- All supplied components and accessories are included
- The item remains in resalable condition
Once the returned product has been inspected and approved, we will arrange an exchange, store credit, or refund where applicable.
Non-Returnable Products
The following products cannot be returned unless defective:
- Custom-made products
- Special-order items
- Custom colour orders
- Products modified after delivery
- Installed, assembled, damaged, or used products
- Products returned without original packaging
Because these products are manufactured specifically for individual customer requirements, they cannot be resold.
Damaged, Incorrect or Defective Products
If your order arrives damaged, incorrect, or defective, please notify us within 7 days of delivery.
Please include:
- Your order number
- A brief description of the issue
- Clear photographs of the product
- Photographs of the packaging (where applicable)
Contact us at:
Where a manufacturing defect or fulfillment error is confirmed, HAKENSTEEK will arrange a repair, replacement, or refund in accordance with applicable consumer protection legislation.
Delivery & Shipping
Please inspect your order upon delivery.
If visible shipping damage is present, we recommend noting it with the courier and taking photographs immediately.
HAKENSTEEK will assist customers in resolving courier-related claims wherever possible.
Return Process
To initiate a return:
- Contact HAKENSTEEK Support.
- Provide your order details and reason for return.
- Wait for return authorization and instructions.
- Securely package the item before shipping.
Returns sent without prior authorization may experience delays in processing.
Refunds
Once your returned item has been received and inspected:
- Approved refunds will be processed to the original payment method.
- Refund processing may take 5–10 business days depending on your payment provider.
- Original shipping charges are non-refundable unless the return results from our error or a defective product.
Product Use & Installation
Customers are responsible for ensuring products are installed correctly and used within their intended design limits.
Damage resulting from:
- Incorrect installation
- Misuse
- Abuse
- Overloading
- Unauthorized modifications
is not considered a manufacturing defect.
Consumer Rights
This policy is applied in accordance with the South African Consumer Protection Act (CPA).
Nothing in this policy limits any rights afforded to consumers under applicable law.
Contact Us
HAKENSTEEK Support
support@hakensteek.com
www.hakensteek.com
Hardeware wat hou.
We build products designed for real garages, workshops, and workspaces. If something goes wrong, we'll do our best to make it right.
