FixIT DIY

Delivery & Returns Policy

We will always strive to deliver your order as quickly and efficiently as possible. However, unforeseen circumstances such as supplier delays, stock availability, or logistical challenges may occasionally impact delivery times.

To ensure transparency and provide you with the best possible service, please review our delivery and returns policy below. 

1. Delivery Policy

1.1 Order Processing

• Orders are processed within 1–2 business days after payment confirmation.
• Orders placed on weekends or public holidays will be processed on the next business day.

1.2 Delivery Method

• FixIT DIY uses trusted courier partners via Shiprazor to ensure reliable nationwide delivery.
• Depending on your location and order size, we may use door-to-door courier or economy delivery services.

1.3 Estimated Delivery Times

• Major cities (e.g. Pretoria, Johannesburg, Cape Town, Durban): 1–3 business days
• Regional / outlying areas: 3–5 business days
• Large or bulky items: 3–7 business days

Please note: Delivery times are estimates and may vary due to courier operations or external factors.

1.4 Shipping Costs

• Shipping is calculated at checkout based on:
  • Delivery location
  • Weight and size of items
• Free delivery may apply to orders above a specified value (if applicable).
• Oversized or heavy items (e.g. tools, machinery, bulk hardware) may incur additional shipping fees.

1.5 Order Tracking

• Once dispatched, you will receive a tracking number via email or SMS.
• You can track your order in real time using the provided tracking link.

1.6 Delivery Conditions

• Please ensure all delivery details are accurate.
• Someone must be available to receive and sign for the order.
• Failed deliveries due to incorrect details or no availability may result in re-delivery charges.

1.7 Inspection on Delivery

• Please inspect your order upon delivery.
• If there is visible damage, note it with the courier immediately or refuse delivery where appropriate.

2. Returns & Refunds Policy

2.1 Returns Eligibility

We accept returns if:

• The item is unused, in original packaging, and in resalable condition.
• A return request is logged within 7 days of delivery.
• Proof of purchase is provided.

2.2 Non-Returnable Items

The following cannot be returned:

• Used, installed, or altered items
• Electrical items that have been connected or installed
• Custom-cut materials (e.g. pipes, timber, cable)
• Special order or bulk items
• Clearance or sale items (unless defective)

2.3 Damaged, Defective, or Incorrect Items

• Notify us within 48 hours of delivery.
• Provide photos of the issue.
• FixIT DIY will:
  • Arrange collection, and
  • Replace or refund the item at no cost to you

2.4 Return Process

To initiate a return:

1. Email us at: orders@fixitdiy.co.za
2. Include your order number and reason for return
3. We will arrange collection or provide return instructions

2.5 Return Shipping Costs

• If the return is due to our error (incorrect or defective item), we cover all costs.
• For all other returns:
  • The customer is responsible for return shipping
  • Original delivery fees are non-refundable

2.6 Refunds

• Once we receive and inspect the item, we will notify you of the outcome.
• Approved refunds are processed within 5–7 business days.
• Refunds are issued via the original payment method.

3. Exchanges

• Exchanges are only available for defective or damaged items.
• If you require a different item, we recommend placing a new order.

4. Bulk & Trade Orders

• Bulk or trade purchases may have custom delivery arrangements and return terms.
• Please contact us directly for large orders.

5. Contact Details

For any queries:

• Email: orders@fixitdiy.co.za

6. Important Notes

• FixIT DIY is not responsible for delays caused by couriers, weather, or unforeseen events.
• Ownership and risk pass to the customer upon delivery.
• By placing an order, you agree to this policy.