Returns & Exchange Policy
At Bolt & Nut, we take pride in the quality of our products and our service. We understand that returns or exchanges may sometimes be necessary, and we aim to make the process as fair and straightforward as possible.
1. General Returns & Exchanges
- Return Window: You may return eligible products within 14 days of receiving them, provided they are unused, undamaged, and in their original product packaging.
- Valid Reasons for Return:
- You changed your mind.
- The product arrived incomplete.
- You received the incorrect product.
- You received an expired product.
- Handling Fee: All approved returns are subject to a 15% handling and administration fee.
- Courier Charges: Return shipping is at the customer’s expense, unless the return is due to an error on our part.
2. Incorrect or Incomplete Orders
If your order is incorrect or incomplete due to an error on our side:
- You must notify us in writing within 7 days of receiving the goods.
- Once the issue is reported, you have up to 14 days from the date of delivery to return the item, provided it is unused and in its original condition and packaging.
This ensures prompt resolution while allowing adequate time to process the return.
3. Specialised and Custom Products
We cannot accept returns or offer refunds on:
- Products made to your specifications (e.g. made-to-measure items).
- Cut-to-size, colour-tinted, or otherwise customised goods.
These items are considered final sale and are non-returnable.
4. Faulty Products
We stand behind the quality of our products. If you receive a faulty or defective item, please contact us promptly so we can assess the situation and assist you.
Please note: You cannot return or claim a refund/replacement if the fault is due to:
- Lightning or power surges.
- Misuse, abuse, or negligent handling.
- Use for a purpose other than the product’s intended use.
- Failure to follow the product’s instruction manual.
- Accidental damage after delivery.
5. Return Process
To initiate a return:
- Email us at info@boltandnut.co.za with your invoice number, product details, and the reason for the return.
- Await written confirmation and return instructions.
- Package the goods securely for safe transport.
We reserve the right to inspect any returned items before issuing a refund, exchange, or credit.
Thank you for your understanding and support.