REFUND POLICY – LILLA HARDWARE (PTY) LTD
Effective Date: 18/05/2026
Last Updated: 18/05/2026
At LILLA HARDWARE , we want you to be completely satisfied with your hardware purchases.
This Refund Policy explains your rights and obligations when requesting a refund, return, or exchange for items delivered locally by our bakkie/truck or collected from our premises.
1. Eligibility for Refunds:
To be eligible for a refund:
Time period:
• Returns must be initiated within 7 days of delivery or collection.
• Returns must be initiated within 7 days of delivery or collection.
Condition:
• Items must be unused, ninstalled, and in their original packaging
• Including all accessories:
••• Manuals
••• Screws
••• Brackets
••• Labels
Proof of purchase:
• Order number or receipt is required.
2. Non-Refundable Items:
The following items cannot be returned or refunded:
• Cut-to-length items (wire, chain, rope, tubing, lumber)
• Opened adhesives, sealants, paints, or lubricants
• Electrical components (wire connectors, circuit breakers, relays) if packaging seal is broken
• Safety equipment (gloves, goggles, masks, harnesses) for hygiene/safety reasons
• Clearance or final sale items
• Gift cards
3. Refund Reasons & Conditions:
Refunds are determined based on the reason for return.
If we send the wrong item by mistake, or if the item is damaged or defective upon delivery or collection, you will receive a full refund or a free replacement, including a free repeat delivery, with no restocking fee charged.
For change of mind returns, you may receive a refund or store credit, but a 15% restocking fee will apply, and the original delivery fee will not be refunded.
If you ordered the wrong size or type of product, you may exchange it or receive a refund, also subject to a 15% restocking fee, with the original delivery fee non-refundable.
If you simply no longer need the item, only store credit will be issued, with a 20% restocking fee deducted, and again the original delivery fee will not be refunded.
Please note that because we deliver using our own bakkie or truck, the delivery fee you paid is non-refundable unless the return is due to dour error or a defective product. If you collected your order in person, no delivery fee applies.
If we send the wrong item by mistake, or if the item is damaged or defective upon delivery or collection, you will receive a full refund or a free replacement, including a free repeat delivery, with no restocking fee charged.
For change of mind returns, you may receive a refund or store credit, but a 15% restocking fee will apply, and the original delivery fee will not be refunded.
If you ordered the wrong size or type of product, you may exchange it or receive a refund, also subject to a 15% restocking fee, with the original delivery fee non-refundable.
If you simply no longer need the item, only store credit will be issued, with a 20% restocking fee deducted, and again the original delivery fee will not be refunded.
Please note that because we deliver using our own bakkie or truck, the delivery fee you paid is non-refundable unless the return is due to dour error or a defective product. If you collected your order in person, no delivery fee applies.
4. How to Request a Refund or Return:
Contact us within the eligible time period:
📞 0100014903
Provide your order number and, if applicable, photos/videos of damage or defects.
We will confirm your return and provide return instructions.
Return options:
• Drop off the item at our location during business hours (free).
• Request a return collection via our bakkie/truck (a small return pickup fee may apply unless the return is due to our error).
• Do not dispose of damaged items unless we tell you to.
5. Processing Refunds:
Once we receive and inspect the returned item (usually within 3–5 business days), we will notify you.
• Refunds are issued to the original payment method.
• Store credit is issued within 2 business days.
• Delivery fees are not refunded.
6. Damaged or Defective Items:
If your hardware items are damaged when delivered by our bakkie/truck or when you collect it in person:
• For deliveries notify us within 48 hours after deliveries.
• Provide clear photos via email or whatsapp.
We will arrange a free replacement delivery or issue a full refund (including delivery fee) should it an error on our side.
7. Installed or Used Items:
We do not accept returns on any items that has been installed, modified, drilled, cut, welded, or shows obvious wear.
The only exception:
• If the item was clearly defective before installation and you notify us before attempting installation.
• If the item was clearly defective before installation and you notify us before attempting installation.
8. Collection Orders:
If you collected your order from our store or yard:
• You may inspect the item before leaving our premises.
• Once you leave with the item, our standard return policy applies (7 days, unused, original packaging).
• Defects noticed after collection require notification within 48 hours.
9. No National Shipping – Local Only:
We do not offer courier or postal shipping.
All deliveries are done by our own bakkie/truck within 50km radius .
If you live outside our delivery zone, you can/must collect your order in person.
All deliveries are done by our own bakkie/truck within 50km radius .
If you live outside our delivery zone, you can/must collect your order in person.
Returns from outside our delivery zone must be dropped off at our location.
10. Contact Information:
For all refund, return, or exchange requests:
📞 +27 (0)10 001 4903
📍 Cnr of Lurie Rd & Kerk St, Shangrila / Putfontein, Benoni, 1513.
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🕒 Business hours: [e.g., Mon–Fri 8 AM – 5 PM, Sat 9 AM – 1 PM]