Refund policy

Returns, Refunds & Cancellation Policy

Last updated: 21 July 2026

This Returns, Refunds & Cancellation Policy applies to all goods and services supplied by Door King, including security doors, garage doors, roller shutters, blinds, motors, tracks, hardware, remotes, accessories and installation services.

Due to the specialised, heavy, imported, made-to-order and customisable nature of many of our products, all returns, refunds, exchanges and cancellations are subject to the conditions set out below.

Important: Once goods have been inspected, collected and removed from Door King’s premises, Door King does not accept returns, exchanges or refund requests based on a change of mind, an incorrect customer selection or changed customer requirements.

This restriction does not affect any mandatory rights that a customer may have in relation to defective, unsafe, incorrectly supplied or misrepresented goods under applicable South African law.

Nothing in this policy is intended to exclude, restrict or replace any right or remedy that cannot lawfully be excluded under the Consumer Protection Act 68 of 2008, the Electronic Communications and Transactions Act 25 of 2002 or any other applicable South African law.

1. Change-of-Mind Purchases

Except where applicable law provides otherwise, Door King does not provide a return, exchange or refund merely because a customer:

  • Changed their mind.
  • No longer wants or requires the product.
  • Selected the incorrect model, size, colour, design, finish or opening direction.
  • Decided after purchase that the product is not suitable for their premises.
  • Changed their building plans, measurements, design preferences or installation requirements.
  • Found the same or a similar product elsewhere at a lower price.
  • Returns or attempts to return the goods on the same day, the following day or at any later stage.

This applies where Door King supplied the correct, non-defective product in accordance with the quotation, invoice, order confirmation, approved specifications, product description or approved sample.

Goods Collected from Door King

Once goods have been inspected, collected and removed from Door King’s premises, the sale is regarded as final and no change-of-mind return, exchange or refund will be accepted.

The customer or the customer’s authorised collector is responsible for checking the goods before leaving Door King’s premises, including:

  • The product model and design.
  • The dimensions and configuration.
  • The colour and finish.
  • The opening direction.
  • The quantity collected.
  • The visible condition of the goods and packaging.
  • The inclusion of applicable keys, remotes, motors, tracks, hardware and accessories.

Removal of the goods from Door King’s premises constitutes confirmation that the customer or authorised collector received the goods, subject to any visible shortages or damage recorded in writing on the collection documentation.

A signed collection document does not exclude any statutory rights relating to a latent defect that could not reasonably have been identified during an ordinary visual inspection.

2. Customer Responsibility Before Ordering or Collecting

Customers must confirm all relevant product details and specifications before placing an order, making payment, collecting goods or accepting delivery.

These details include:

  • Measurements and required clear opening.
  • Door, shutter, blind or garage-door model.
  • Single, double, pivot or other configuration.
  • Left-hand or right-hand opening direction.
  • Colour, finish, pattern and design.
  • Motor, track, remote and accessory compatibility.
  • Installation and structural requirements.
  • Electrical requirements.
  • Environmental and coastal suitability.
  • Maintenance requirements.

Unless Door King expressly agrees in writing to take responsibility for measurements, the customer remains responsible for the accuracy of measurements supplied or approved by the customer.

3. Voluntary Returns Approved by Management

Door King is not generally obliged to accept the return of a correctly supplied, non-defective product because the customer has changed their mind.

Management may, entirely at its discretion, consider a voluntary return of an eligible standard stock product where the goods have not yet been collected and removed from Door King’s premises, or in exceptional circumstances where management agrees otherwise in writing.

A voluntary return will only be considered where:

  • The customer submits the request within 7 calendar days after purchase or delivery.
  • Valid proof of purchase is provided.
  • Management authorises the return in writing before the goods are returned.
  • The product is a standard stock item.
  • The product was not custom-made, specially ordered or procured specifically for the customer.
  • The product has not been installed or partially installed.
  • The product has not been drilled, cut, welded, trimmed, assembled or modified.
  • The product has not been connected, paired or programmed.
  • The product has not been used.
  • The product is complete and in its original packaging.
  • The product and packaging are undamaged.
  • The product remains capable of being resold as new.

All voluntary returns accepted by management are subject to a standard 30% restocking and handling fee, unless management agrees otherwise in writing.

The 30% restocking and handling fee applies only to voluntary returns that Door King is not legally required to accept. It will not apply where applicable legislation requires Door King to accept a return without penalty.

Door King may also deduct reasonable additional costs arising from:

  • Damaged or missing packaging.
  • Missing keys, remotes, hardware, tracks or accessories.
  • Cleaning, testing or inspection.
  • Repackaging and handling.
  • Transport or collection.
  • Damage or deterioration while the goods were in the customer’s possession.
  • Any reduction in the resale value of the goods.

Door King may decline a voluntary return where the goods cannot be resold as new.

Leaving goods at Door King’s premises does not mean that Door King has accepted the return or approved a refund. The goods remain at the customer’s risk until Door King confirms acceptance of the return in writing.

4. Non-Returnable and Non-Refundable Products

Except where a mandatory statutory remedy applies, the following products are non-returnable and non-refundable:

  • Goods collected and removed from Door King’s premises.
  • Custom-made products.
  • Special-order products.
  • Products manufactured, imported, procured or reserved specifically for a customer.
  • Products with non-standard dimensions, configurations or opening directions.
  • Products with special colours, finishes, patterns, glass or designs.
  • Products altered according to customer-supplied or customer-approved measurements.
  • Cut-to-size tracks, frames, panels, cables, glass, materials or hardware.
  • Installed or partially installed products.
  • Products that have been drilled, cut, welded, trimmed, assembled or modified.
  • Products removed after installation.
  • Electrical goods that have been installed, connected, paired or programmed.
  • Motors, control boards, receivers, remotes and sensors once installed, connected or programmed.
  • Batteries, except where mandatory defective-product rights apply.
  • Clearance, discontinued, demonstration or display products sold subject to disclosed conditions.
  • Products damaged during customer-arranged loading, transport, offloading, storage or installation.
  • Products showing scratches, dents, corrosion, contamination, wear or missing components after collection or delivery.

5. Order Cancellations

All cancellation requests must be submitted to Door King in writing.

For standard advance orders, Door King may charge a fair and reasonable cancellation fee as permitted by the Consumer Protection Act.

Door King’s standard cancellation charge is 30% of the total order value, unless management agrees otherwise in writing. Where applicable law requires the cancellation charge to be fair and reasonable in the particular circumstances, the final charge will be adjusted accordingly.

The cancellation charge may take into account:

  • The nature of the goods or services ordered.
  • The time that has passed since the order was confirmed.
  • The amount of notice provided by the customer.
  • Administrative and banking costs incurred.
  • Supplier, procurement, manufacturing and import costs incurred.
  • Transport, handling and storage costs incurred.
  • Work or services already performed.
  • Stock reserved or removed from sale for the customer.
  • Discounts granted based on completion of the order.
  • The likelihood of selling the goods to another customer.
  • Any reduction in the goods’ resale value.
  • The normal practices of the relevant industry.

Where applicable law requires the charge to be lower than 30%, Door King will reduce the charge to an amount that is fair and reasonable in the circumstances.

Where Door King’s actual reasonable losses, costs and commitments exceed the amount already paid by the customer, Door King reserves the right to claim the additional amount, subject to applicable law.

6. Custom and Special-Order Products

Custom and special-order products include goods manufactured, modified, imported, procured or reserved according to a customer’s particular requirements.

Custom or special-order products may not be cancelled merely because the customer has changed their mind once Door King has:

  • Placed the order with a manufacturer or supplier.
  • Reserved or allocated the product.
  • Commenced manufacturing or modification.
  • Cut, drilled, welded, painted or prepared the product.
  • Commenced importation or transport arrangements.
  • Incurred non-refundable supplier commitments.

Where Door King agrees to cancel a custom or special-order product, Door King may retain all actual and reasonable costs, losses and commitments arising from the cancellation, subject to applicable law.

The fact that a product has not yet been delivered or installed does not mean that manufacturing, procurement, importation or supplier commitments have not commenced.

7. Lay-by Agreements

Qualifying lay-by agreements will be administered in accordance with section 62 of the Consumer Protection Act and applicable regulations.

Where a customer cancels a qualifying lay-by before completing payment, Door King may charge the cancellation penalty permitted by applicable South African law.

The balance of the customer’s payments will be refunded after deduction of the lawful lay-by cancellation penalty and any other amounts that may legally be deducted.

Any applicable lay-by cancellation penalty will be disclosed to the customer before the lay-by agreement is concluded.

A transaction involving goods being manufactured, imported, modified or specially procured for a customer may be governed by a custom or special-order agreement rather than an ordinary lay-by agreement. The applicable order documentation will identify the nature of the transaction.

8. Online and Electronic Transactions

A customer who concludes a qualifying electronic transaction may have a statutory right to cancel the transaction within the cooling-off period prescribed by the Electronic Communications and Transactions Act.

Where a statutory electronic cooling-off right applies:

  • The customer must notify Door King within the legally prescribed period.
  • The goods must be returned to Door King.
  • The customer may be responsible for the direct cost of returning the goods where permitted by law.
  • No cancellation or restocking penalty will be charged where prohibited by law.
  • Any refund will be processed within the period prescribed by law.

The electronic cooling-off right does not apply to transactions or goods excluded by the Electronic Communications and Transactions Act, which may include goods made to the customer’s specifications, clearly personalised goods and goods that by their nature cannot reasonably be returned.

An enquiry, quotation request or discussion conducted through WhatsApp, email, telephone or social media does not automatically mean that the final transaction qualifies for a statutory electronic cooling-off period. The manner in which the final agreement was concluded will be considered.

9. Direct-Marketing Transactions

Where a transaction resulted from qualifying direct marketing, the customer may have a statutory right to cancel the transaction during the cooling-off period prescribed by the Consumer Protection Act.

Where such a statutory right applies, Door King will process the cancellation and any refund in accordance with the applicable legal requirements.

This section does not apply where another statutory cooling-off provision applies instead.

10. Defective, Unsafe or Poor-Quality Goods

Goods supplied by Door King are subject to the implied warranty of quality contained in the Consumer Protection Act.

Where goods fail to meet the statutory standards of quality, durability, safety or fitness for purpose within the applicable statutory period, the customer may be entitled to return the goods without penalty and at Door King’s risk and expense.

Where a qualifying defect is established, the customer may be entitled to choose the remedy provided by the Consumer Protection Act, which may include:

  • Repair of the goods.
  • Replacement of the goods.
  • A refund of the price paid for the defective goods.

Door King may inspect the goods or arrange a technical assessment to determine:

  • Whether a defect or failure exists.
  • The cause of the reported problem.
  • Whether the problem existed when the goods were supplied.
  • Whether the goods were altered, misused, incorrectly installed or damaged after supply.

An inspection or assessment does not remove or reduce any statutory right that the customer may have.

Where Door King repairs goods and the repair fails within the statutory repair-warranty period, Door King will provide the remedy required by applicable law.

11. Matters That Are Not Manufacturing Defects

The following will not ordinarily be regarded as manufacturing defects:

  • Normal wear and tear.
  • Misuse, abuse, negligence or accidental damage.
  • Incorrect installation by the customer or an unauthorised third party.
  • Incorrect measurements supplied or approved by the customer.
  • Unauthorised repairs, alterations or modifications.
  • Damage caused by an incorrect electrical supply or connection.
  • Damage caused by power surges, lightning, load shedding or voltage fluctuations.
  • Battery depletion or damage caused by lack of charging or maintenance.
  • Damage caused by water ingress, flooding, storms, wind or impact.
  • Building movement, structural movement or defective surrounding construction.
  • Corrosion caused by coastal air, chemicals, moisture, harsh cleaning products or inadequate maintenance.
  • Use of a product in an environment for which it was not represented as suitable.
  • Failure to follow installation, operating or maintenance instructions.
  • Damage during customer-arranged transport, loading, offloading or storage.
  • A correctly functioning product that no longer meets the customer’s changed preferences or requirements.

This section does not exclude liability where the circumstances establish that a qualifying defect, failure or unsafe characteristic existed when the product was supplied.

12. Incorrect Products or Delivery Shortages

Customers must inspect products at collection or as soon as reasonably possible after delivery.

Any visible damage, missing parts, shortage or incorrect product should preferably be recorded on the collection or delivery documentation and reported to Door King within 48 hours.

The 48-hour reporting period assists Door King in investigating the matter but does not remove any statutory right that cannot legally be limited.

Where Door King supplied the incorrect product, the product does not materially correspond with its agreed description or sample, or Door King’s appointed transporter damaged the product before delivery was completed, Door King will provide the remedy required by applicable law.

A customer must not install, drill, cut, alter or use a product after becoming aware that it is incorrect or damaged, unless Door King provides written authorisation.

13. Customer Collection, Loading and Transport

Customers collecting goods must inspect the goods and packaging before leaving Door King’s premises.

The customer or authorised collector may be required to sign a collection document confirming:

  • The products and quantities collected.
  • The visible condition of the products and packaging.
  • Any visible damage or shortages.
  • Receipt of applicable keys, remotes, accessories and hardware.

Once the customer or the customer’s transporter has removed the goods from Door King’s premises, Door King will not accept a change-of-mind return.

Once the customer or the customer’s transporter takes possession of the goods, the customer becomes responsible for safe loading, securing, transportation, offloading, handling and storage.

Door King will not be responsible for damage caused after collection by:

  • Incorrect or inadequate loading.
  • Failure to secure the goods properly.
  • Customer-arranged transportation.
  • Incorrect offloading or handling.
  • Impact, bending, scratching or exposure to weather.
  • Incorrect or unsuitable storage.

Where Door King assists with loading as a courtesy, the customer or transporter remains responsible for checking that the goods are safely positioned and secured before leaving the premises.

A signed collection document does not exclude any rights relating to a latent defect that could not reasonably have been detected during an ordinary visual inspection.

14. Installed Products and Installation Services

A correctly supplied and non-defective product does not become returnable merely because it has been installed or because the customer subsequently changes their mind.

Where Door King performs installation services, the installation will be carried out in the manner and quality that customers are generally entitled to expect.

Where an installation service fails to meet the standards required by applicable law, Door King will provide the remedy required by law, which may include:

  • Correcting the defective installation within a reasonable period.
  • Providing an appropriate refund of a reasonable portion of the service price where required.

Door King is not responsible for installation problems caused by:

  • Inaccurate measurements or information supplied by the customer.
  • Undisclosed site conditions.
  • Defective walls, structures, electrical systems or surrounding building work.
  • Building movement.
  • Water ingress.
  • Customer interference.
  • Work performed by unauthorised third parties.

15. Refund Processing

No refund will be processed until:

  • The return or cancellation has been approved or legally established.
  • The goods have been returned where applicable.
  • Door King has been given a reasonable opportunity to inspect or assess the goods.
  • The customer has supplied valid proof of purchase.
  • The customer has provided the required banking information and supporting documents.

Where a refund is approved:

  • Any lawful cancellation, restocking or handling fee may be deducted.
  • Any other lawful and reasonable amount may be deducted where applicable.
  • Completed delivery, installation, collection and transport services are non-refundable unless those services were defective or are otherwise refundable by law.
  • Refunds will ordinarily be paid by EFT to the verified bank account of the original payer.
  • Identification and proof of banking details may be required for fraud-prevention purposes.
  • Approved refunds will ordinarily be processed within 7–14 working days unless applicable law requires a different period.

Door King does not ordinarily issue cash refunds at its showroom or business premises.

16. Exchanges

Door King is not obliged to exchange a correctly supplied, non-defective product because the customer selected the incorrect model, size, colour, design, finish, configuration or specification.

Management may approve an exchange of an eligible standard stock product at its discretion.

An approved voluntary exchange will be subject to:

  • The voluntary-return conditions contained in this policy.
  • A standard 30% restocking and handling fee.
  • Payment of any difference in price.
  • Availability of the replacement product.
  • Applicable transport, handling or delivery charges.

The 30% fee will not apply where Door King is legally required to replace defective or incorrectly supplied goods.

17. Return and Cancellation Procedure

Customers must obtain written authorisation before returning any product. Unauthorised returns may be refused.

To submit a return, refund, cancellation, exchange or defect request, contact:

Door King
Telephone: 011 857 1000
WhatsApp: 073 080 0601 / 082 414 5247
Email: info@doorkingonline.net

The customer should provide:

  • The customer’s full name and contact information.
  • The invoice, quotation or order number.
  • Proof of purchase and payment.
  • A clear explanation of the request.
  • Photographs or videos of the goods and packaging.
  • Details of collection, transport, installation, use or modification.

18. Acceptance of Terms

Customers must read this policy before paying a deposit, confirming an order, collecting goods or accepting delivery.

Acceptance of a quotation, payment of a deposit, payment of the purchase price, written or electronic confirmation of an order, collection of goods or acceptance of delivery may constitute acceptance of this policy, provided that the policy was reasonably made available to the customer before the transaction was concluded.

Customers may be required to sign or electronically accept the relevant quotation, order confirmation, product specifications and collection documentation.

19. Fair Application and Severability

Door King will assess each return, refund, cancellation, exchange and warranty request fairly and with reference to:

  • The Consumer Protection Act.
  • The Electronic Communications and Transactions Act.
  • The circumstances of the transaction.
  • The nature and condition of the goods.
  • The agreed product specifications.
  • The terms disclosed and accepted by the customer.
  • Door King’s actual reasonable costs, losses and commitments.

Any concession made by management in one matter does not establish a precedent or require Door King to provide the same concession in another matter.

If any provision of this policy is found to be unlawful or unenforceable, that provision will be interpreted, limited or severed to the extent required by law. The remaining provisions will continue to apply.