Return & Refund Policy for capelocktiles.co.za
Last Updated: June 2, 2026
At Cape Lock Tiles, we want you to be completely satisfied with your flooring purchase. Because tiling projects require precise calculations, we have designed our return policy to be as transparent and straightforward as possible.
1. Return Window
You have 30 days from the date you receive your physical delivery to request a return for both defective and non-defective products. Requests made after 30 days will unfortunately not be eligible for a refund or exchange.
2. Return Process & Methods
To initiate a return, please contact our support team at support@capelocktiles.co.za with your order number and proof of purchase.
- By Mail / Courier: Customers must arrange to ship the items back to our warehouse using a courier of their choice.
- Return Address: 255 Voortrekker Rd, Maitland, Cape Town, 7405Â
- Please Note: We do not accept returns without prior email confirmation from our team.
3. Product Condition Requirements
To be eligible for a return, your items must meet the following criteria:
- Tiles must be completely new, unused, and undamaged.
- They must be in their original, unopened packaging (full boxes). We cannot accept returns on partial boxes or tiles that have already had adhesive or grout applied.
4. Defective, Damaged, or Incorrect Items
Please inspect your delivery immediately upon arrival. If your tiles arrive damaged, defective, or if you received the incorrect product, please email us within 48 hours at sales@capelocktiles.co.za with clear photographic evidence. We will arrange for a replacement or a full refund at no additional cost to you.
5. Return Shipping Fees & Restocking Fees
- Customer Responsibility: For standard returns (e.g., change of mind, over-ordered quantities), the customer is responsible for paying all return shipping and transport costs. Shipping fees from the original delivery are non-refundable.
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6. Refunds & Processing Time
Once your return is received at our warehouse, our team will inspect the condition of the tiles. We will send you an email notifying you that we have received your item and whether your refund has been approved.
- Refund Processing Time: Approved refunds will be processed back to your original method of payment within 7 business days.
7. Contact Information
For any questions regarding your order, shipping, or returns, please reach out to us directly:
- Business Name: Cape Lock Tiles
- Email: sales@capelocktiles.co.za
- Phone: 021 200 1458
- Physical Address: 255 Voortrekker Rd, Maitland, Cape Town,
