Refund and Returns Policy

Last updated: 22 October 2026

This page summarises how returns and refunds work at REFYRE. The full version is in our Terms and Conditions of Sale, which form part of every order we accept. If anything on this page appears to conflict with those Terms, the Terms of Sale govern.

The short version

If something you bought from us is faulty, we will make it right — repair, replacement or refund. If you bought online and have changed your mind, you may send it back within 7 days. Either way, please contact us before sending anything back so we can give you a return reference.

If you are buying as a business rather than as a consumer, please see section 9 of the Terms and Conditions of Sale — the consumer cooling-off right does not apply to trade orders, delivery charges are not refunded, and returns are by agreement.

If the goods are faulty

• If you are a consumer: you have 6 months from delivery. If the goods fail to meet the standards in section 55 of the Consumer Protection Act, you may return them and you choose whether we repair them, replace them or refund what you paid. That is your right by law, it cannot be shortened, and the goods are collected and returned at our risk and expense. If we repair goods and the same or a further defect appears within 3 months of that repair, you may choose a replacement or a refund.
• If you are a business customer: we warrant the goods against manufacturing defects and against not conforming to our published specification for 3 months from delivery. Our remedy is to replace the affected goods, or to credit or refund the price paid for them.
• The warranty does not cover failure or damage caused by installation with the wrong material (including ordinary building mortar or cement where a refractory mortar or cement is specified), no expansion allowance, rapid or uncontrolled heat-up or thermal shock, operation above the published service temperature, abrasion, chemical, ash or slag attack, incorrect mixing, curing or damp storage of cementitious products, alterations, normal wear and tear, colour variation between production batches, nominal dimensional tolerance, or minor edge chipping (which is normal for the material and can be patched with mortar on installation).
• Refractory products must be installed and operated in accordance with our data sheets: correct refractory mortar or cement, correct expansion allowance, controlled drying and heat-up.
• Getting faulty goods back is our cost, not yours. Tell us first; we will either refund your reasonable return carriage against proof of what the courier charged, or arrange the collection ourselves. We do not ask you to carry the cost of returning anything faulty, defective, or damaged on the way to you.

If you change your mind (online orders)

• If you are a consumer and bought online, you may cancel without reason and without penalty within 7 days after you received the goods. We refund the price you paid for the goods within 30 days of cancellation.
• The original delivery charge is not refunded. It pays for a carriage service that has already been performed, and a change of mind does not undo it.
• You arrange and pay for the return yourself, at your own risk. We do not collect returns and we do not arrange carriage on your behalf — once the goods have been with you we have no control over how they are packed for the trip. Pack them so they cannot be damaged in transit (on a pallet if that is how they arrived), use a tracked service suited to the weight, and keep the waybill. You remain responsible for them until they reach us, and goods damaged by inadequate packing may be refused or the refund reduced by the cost of the damage. Returning a freight pallet is a significant cost in itself — get quotes before you commit.
• Goods must be unused and in their original packaging.

If the goods are not what you ordered, or not suitable for a purpose you told us about

• Contact us within 10 business days of delivery and we will refund you in full. The goods are returned at our risk and expense and we charge no handling fee.
• This does not apply to goods that have, after delivery, been installed, mortared, affixed, joined to, mixed with or built into other property — as fire bricks and refractory cements ordinarily are. It does not affect your rights in respect of goods that are genuinely defective, which are covered for 6 months as set out above.

Goods we cannot accept back

• Refractory cement, castables, mortar and other cementitious products that have been opened, mixed, partly used or stored in damp conditions.
• Goods that have been installed, cut, altered or damaged after delivery.
• Clearance, seconds and offcut stock.
• This does not affect a consumer’s rights in respect of goods that are faulty when delivered.

Returns we accept at our discretion

Where the law does not give you a right to return the goods, we may still accept a return of unused goods in their original, undamaged packaging. Return carriage is for your account and you arrange it yourself, the delivery charge you paid on the original order is not refunded, and we may deduct a handling charge to cover the direct costs we incur in bank charges, re-checking and re-stocking, capped at 15% of the value of the returned goods.

We do not charge any handling fee, and we do not charge return carriage, where the law gives you a right to a refund, or where the goods were faulty or incorrectly supplied.

How to return something

• Contact hello@refyre.co.za first, with your order number, the product and quantity affected, and photographs where relevant. Do not send goods back without a return reference.
• We will confirm in writing whether the return is accepted and who is paying the carriage.
• Refunds are paid by EFT to the original payer within 7 business days of the return being approved, or within 30 days where a cooling-off cancellation applies.

Delivery damage and shortages

Check the consignment before you sign for it, while the courier is still there — box and pallet condition, the count, and any leakage. If the courier will not wait, sign the waybill as “not inspected” and check the goods straight away.

• If it is visibly damaged, refuse it. A crushed, punctured, split or wet box, a tyre or forklift mark, or the sound of broken contents: do not accept that item. Refuse the damaged items, tell the courier you are refusing them for damage, make sure the waybill records it, photograph the packaging and the waybill before the courier leaves, and tell us the same day.
• If you only find the damage when you unpack, tell us in writing within 48 hours with photographs. Nothing here asks you to spot what could not be seen at the door.
• Leaking cement, mortar or castables: do not use or decant the material, keep the damaged bucket or bag as it arrived, contain the spill, photograph it, and tell us the same day. We replace damaged cement immediately.
• If you have already accepted a damaged delivery, tell us within 48 hours with photographs and a copy of the waybill. We will still replace the affected goods, but where the damage was not noted on the waybill our claim against the carrier becomes a dispute rather than a formality, so it may take longer.
• Claims for damage or shortage not noted at delivery must reach us in writing within 3 days, with photographs. This does not affect your rights in respect of goods that are faulty, or damaged in a way you could not reasonably have seen on arrival.

Need help?

Email hello@refyre.co.za for anything to do with refunds and returns. The full terms are in our Terms and Conditions of Sale.