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Refund Policy for HANSEN’S PLUMBING & MAINTENANCE (Pty) Ltd

Last updated: 06 November 2025

HANSEN’S PLUMBING & MAINTENANCE (Pty) Ltd (“we”, “us”, “our”) is committed to fair and transparent refund practices in line with the Consumer Protection Act 68 of 2008 (CPA) and our Terms & Conditions.

1. General Principle

We only issue refunds to the extent that we receive a credit or refund from our suppliers for defective or faulty materials. Labour charges, call-out fees, and diagnostic fees are non-refundable.

2. Eligibility for Refund

You may request a refund if:

  • A material or part supplied and installed by us is proven defective within the supplier’s warranty period.

  • The supplier approves and processes a credit or replacement in our favour.

  • You notify us in writing within 7 calendar days of discovering the defect, with supporting evidence (photos, description, invoice).

3. What is Refundable

ItemRefundable?Conditions

Materials/Parts: Yes (partial)Only the amount we recover from the supplier (excl. VAT, shipping, or restocking fees).

Labor: No installation, removal, or diagnostic work is refunded.

Call-Out / Travel Fees: No charge regardless of outcome.

Deposits: Non-refundable once materials are ordered or work has commenced.

4. Refund Process

  1. Report the issue: Email:  Peterhansen11771234@gmail.com with your invoice number, photos, and description.

  2. Inspection: We will inspect within 5 business days (Johannesburg metro; longer for outlying areas).

  3. Supplier claim: We submit a warranty claim to the supplier on your behalf.

  4. Refund issued: Within 10 business days of receiving supplier credit, via EFT to your nominated South African bank account.

  5. Proof required: Original invoice and proof of payment.

5. Non-Refundable Scenarios

  • Normal wear and tear.

  • Damage due to misuse, improper installation by others, or lack of maintenance.

  • Issues caused by water pressure, load-shedding, or municipal supply problems.

  • Customer-supplied materials.

  • Change of mind or incorrect ordering by you.

6. Cooling-Off Period (CPA Section 16)

  • For direct marketing or fixed-term agreements, you may cancel within 5 business days without penalty, subject to reasonable costs already incurred (e.g., materials ordered).

  • Refunds under the cooling-off period are processed within 15 business days.

7. Contact for Refund Requests

Email:  Peterhansen11771234@gmail.com Phone: +27 62 114 6443 Address: 59 pinelands street, coronationville, Johannesburg, Gauteng

We respond to refund requests within 3 business days.

Note: This policy forms part of our Terms & Conditions. We reserve the right to amend it. Continued use of our services constitutes acceptance.

PIRB Reg. No.: 00000000 CIPC Reg. No.: 00000000

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