Returns & Refunds Policy
We want you to be happy with what you buy from us. This policy explains when you can return something, how to do it, and what happens to your money.
Nothing in this policy takes away any right you have under the Consumer Protection Act 68 of 2008 or the Electronic Communications and Transactions Act 25 of 2002.
1. Changed your mind? You have 7 days
If you bought online and simply don’t want the item, you may cancel within 7 days of receiving it. You don’t need to give us a reason.
What you get back: the full price you paid for the goods.
What you pay: the cost of getting the goods back to us. We recommend an insured, trackable courier — we can’t refund goods that don’t reach us.
Condition of the goods: they must be unused, in their original packaging, and complete with all parts, manuals and any free items included in the purchase. You’re welcome to inspect and try an item as you would in a shop. If it comes back used or damaged beyond that, we may reduce your refund by a reasonable amount to reflect the loss in value.
When you’ll be paid: within 14 days of us receiving the goods back, to the same payment method you used.
2. Faulty or defective goods
This is different from changing your mind, and your rights are stronger.
If an item has a manufacturing or product defect — it arrives faulty, fails under normal use, or doesn’t work as it should — you may return it within 6 months of delivery and choose a repair, replacement or refund. You won’t pay any return or collection cost; we arrange and pay for collection.
If we repair or replace an item and the same fault comes back within 3 months, you may then choose a full refund or a replacement.
What a defect isn’t
This cover doesn’t extend to:
- normal wear and tear
- damage from misuse, accident, neglect or overloading
- damage caused by incorrect installation, assembly, or use outside what the product is designed for
- rust, pitting or deterioration on cast iron, mild steel or stainless steel items where the care and seasoning instructions supplied with the product haven’t been followed
- consumable and wearing parts, such as grids, batteries and firebricks, beyond their normal service life
- items modified or repaired by anyone other than us or the manufacturer
3. Damaged in transit
Please check your parcel when it arrives.
Tell us within 48 hours of receiving it, with photographs of the damage and of the packaging. We’ll arrange a replacement or a full refund, and we’ll cover all costs.
Please keep the packaging until the claim is settled — the courier usually requires it.
4. Items we order in specially
Some ranges are not held in stock and are ordered in from our supplier once you place your order. These include Jetmaster and Home Fires products, and any item marked as ordered in on its product page. They take 7–10 working days to dispatch.
Your 7-day right to change your mind still applies, counted from the day you receive the goods.
Because these items are ordered specifically for you and are often specified to your installation, please confirm sizes, flue configuration and fuel type with us before ordering. Call or WhatsApp us on 064 506 0020 and we’ll make sure you’re ordering the right unit.
5. What can’t be returned
- Goods made to your specification or personalised
- Goods unsealed after delivery, where hygiene or health protection makes a return unsuitable
- Goods that by their nature can’t be returned, deteriorate quickly, or have passed their expiry date
- Goods that have been permanently mixed with or installed into other items after delivery
- Gift cards
This does not apply where goods are faulty. Section 2 always applies.
6. Gifts
If the item was marked as a gift when it was bought and shipped directly to you, we’ll issue a gift card for the returned value once we’ve received the goods.
If it wasn’t marked as a gift, or was shipped to the buyer to pass on later, the refund goes to whoever paid.
7. How to start a return
Email admin@lifespacesa.com or WhatsApp 064 506 0020 with your order number and what you’d like to do. We’ll confirm the return address and talk you through the next steps.
Please contact us before sending anything back, so we can make sure it reaches the right place.
Returns address
16 1st Avenue
Dunvegan
Edenvale
Johannesburg
1609
South Africa
Trading hours
Monday to Friday: 8am – 5pm
Saturday: 9am – 1pm
Sunday and public holidays: closed
Contact us
Lifespace Projects (Pty) Ltd
16 1st Avenue, Dunvegan, Edenvale, Johannesburg, 1609, South Africa
Email: admin@lifespacesa.com
Telephone / WhatsApp: 064 506 0020
Website: www.lifespacesa.com