Terms of service

Introduction

We are referred to as (INSTEEL (PTY) LTD) henceforth known as “InSteel,” with Registration Number: (2023/114457/07). The physical address of our main office is (334 Bryanston Drive, Sandton, 2191, Gauteng).

These Terms and Conditions are applicable to all transactions carried out through or involving InSteel for the purchase and/or provision of items on our e-commerce platform, accessible at www.insteel.co.za (referred to as the “Website”). By placing an order with InSteel, providing delivery instructions, or receiving product deliveries, you signify your complete acceptance of these specified Terms and Conditions. It is important to note that your legal rights remain unaffected by the provisions stated in these Terms and Conditions.

General

Unless any applicable law prescribes otherwise, any agreement made with InSteel to buy a product or a connected service, shall be governed by the laws applicable to South Africa.

Product Information

The InSteel website (www.insteel.co.za) features a curated selection of products, with most of them exclusively showcased on our platform.

We exert diligent efforts to guarantee that the purchased product aligns with the presented sample on our website, encompassing items such as metal, timber, fabric, leather goods and etc. However, minor discrepancies might arise. Kindly note that we cannot assume liability for divergences that contribute to the distinct attributes of InSteel's offerings.

For additional insights into distinctive features and proper maintenance guidelines, kindly consult the InSteel Care Instructions found on each product description.

Price And Method Of Payment

The prices presented on the InSteel website are denominated in South African Rands and are applicable exclusively to transactions within South Africa. All prices showcased on the InSteel website encompass the value-added tax (VAT).

To initiate the delivery of products, complete payment of the stipulated price along with applicable delivery charges, if any, is mandatory. Ownership of the product remains vested in InSteel until the entire payment is duly received.

We accept all major credit and debit cards, online payment methods, in addition to Electronic Funds Transfer (EFT) payments.

For credit card payments, transactions occur in your bank's secure environment, ensuring InSteel has no access to your card details. Your card information is solely accessible to our PCI compliant payment service provider, guaranteeing its security. Upon product return approval, the specified amount will be credited to your credit card.

For EFT payments, kindly supply proof of payment to (sales@insteel.co.za). A confirmation period of up to 2 (two) – 3 (three) business days is required for EFT fund verification. The initiation of production or delivery of goods is contingent upon the successful confirmation of funds receipt.

When opting for an EFT payment, InSteel strongly advises customers to exercise caution, ensuring the accuracy and completeness of all relevant payment details. In cases where fraudulent third parties intercept payments, InSteel bears no responsibility for any ensuing customer losses. Kindly note that if fraudulent interception hinders the confirmation of funds receipt, InSteel reserves the right to postpone or cancel the execution of the sales contract.

We recommend keeping your invoice as proof of purchase. Please be aware that we can only process returns, exchanges, or refunds if the original or digital invoice is provided. Prices exhibited on the website are subject to alteration without prior notification.

Special Orders

A comprehensive quotation shall be provided for all custom orders and back orders, collectively referred to as "special orders." Ensuring the accuracy of information within the quotation prior to InSteel's initiation of an order with suppliers or manufacturers is your responsibility.

For special orders, an upfront deposit of 100% (to be definitively determined by InSteel based on prevailing circumstances) is mandatory. Cancellation of special orders prior to delivery is only permissible with InSteel's discretionary approval. Should a special order be cancelled, any deposited funds or payments for said order shall be forfeited.

The duration required for special order fulfilment hinges on factors including the product's nature, availability, and InSteel's suppliers' or manufacturers' performance. The estimated lead time will be stipulated in the sales order. In instances of delays, InSteel will communicate promptly. It is understood that products subject to special orders may differ from samples due to artisanal processes and the considerations outlined in the PRODUCT INFORMATION section above, as well as the InSteel Care Instructions (found on each product description), and the customer acknowledges and accepts this.

Deliveries And Collections

A fee is applicable to all deliveries. The cost of delivery, as per the current InSteel policy, will be indicated on the relevant invoice.

Upon delivery or collection, all associated risks pertaining to the product are transferred to the customer.

For comprehensive insights into our delivery and collection processes, kindly consult the InSteel Delivery and Collection Policy (Shipping Policy).

Care Instructions And Maintenance

We supply care instructions and maintenance guidance for all products to ensure proper use and application.

Such instructions are accessible on the InSteel product pages.

Statutory Warranty

  • The product is reasonably suitable for its generally intended purpose.
  • The product is of satisfactory quality, devoid of any defects, and functions proficiently.
  • The product is designed to maintain durability and usability for a reasonable timeframe.

    InSteel's warranty commitment is applicable only when the following conditions are met:

    • The identified defect was present upon delivery or collection and emerged within the stipulated warranty timeframe.
    • The defect did not result from wear and tear or from the customer's misuse or inappropriate handling.
    • The product was utilized in accordance with its intended purpose.
    • The customer diligently adhered to the provided InSteel Care Instructions.
    • The customer is able to produce the original invoice as proof of purchase.

    Under InSteel's warranty, defective components are eligible for cost-free repair or replacement within the specified warranty duration.

    Furniture Returns

    In addition to a product being returnable in terms of the Returns Policy below, if the customer is not happy with their furniture purchase and wishes to exchange or return their furniture purchase, the customer may do so within 10 (ten) business days of purchase. Goods must be returned in their original condition and packaging along with the original invoice. The customer may choose either a store credit or exchange, unfortunately no refunds are given.

    Should the customer wish to return their product, the customer will be charged a handling/restocking fee (for the collection of the good/s), equivalent to the delivery fee as stipulated on the invoice, for the return of the furniture product in terms of this section (this fee may increase dependent on circumstances). If the product needs to be returned back to the customer, an additional fee will be charged in addition to the collection fee. The customer will be given a store credit for the value of the furniture product less the handling fee and all other chargers.

    If the customer has chosen an exchange, they may not choose a product that exceeds the purchase price of the original product less the handling fee, collection fee and use charge if applicable, unless the customer pays in the difference in the purchase price.

    Before store credit or exchange is processed, the product will be assessed for wear and tear. Should there be evidence of use, we will impose a charge for use. This charge will be in line with the extent of use.

    This section does not apply to custom or made to order products.

    It is acknowledged that exchanges are subject to product availability at the time of the request for exchange.

    Physically altered, partially disassembled or damaged product may not be returned or exchanged in terms of this section. InSteel will check the condition of products presented for exchange or returned accordingly.

    Returns Policy

    InSteel will process your return request in the following circumstances:

    • You may return a product if upon inspection the goods do not meet the type or quality reasonably expected from the agreement, within 10 (ten) business days of delivery free of charge. InSteel may charge an additional fee for wear and tear.
    • You may return a product if it breaches the statutory warranty within 6 (six) months after delivery, free of charge.

    Returns Procedure

    To initiate a product return, you are required to log a return request using the provided link: (Contact Us).

    • Given your acceptance of the product after a thorough inspection for defects or damage upon delivery, we strongly recommend submitting supporting photographic evidence. Additionally, you must provide comprehensive reasons for alleging product defect, including detailed utilization during the period of possession.
    • If, upon review, we confirm the product's eligibility for a return, our team will initiate contact to arrange a collection.
    • Upon arrival at our warehouse, the returned product will undergo meticulous inspection before the return process is initiated.
    • In instances where you can establish a breach of the statutory warranty, you have the right to select from a refund, store credit, repair, or exchange, if deemed practicable.
    • For instances where extended warranties have been violated, we hold the discretion to offer repair, exchange, or store credit.
    • When returning a product within 10 (ten) days without prior inspection, the possibility of receiving a refund exists, subject to applicable collection or wear and tear charges.
    • Opting for a refund requires the supply of bank details to our accounts department through an official bank confirmation letter. The refund procedure will only commence post successful bank detail verification.
    • Refund processing occurs each Friday, requiring an estimated 2 (two) to 4 (four) business days for fund reflection upon credit completion.

       InSteel will evaluate the defect and honour warranties if:

      • The defect was present upon delivery or collection and became apparent within the warranty duration.
      • The defect did not originate from typical wear and tear or from customer misuse/abuse.
      • The customer diligently adhered to the provided care instructions and maintenance guidelines.

      Gift Card or Voucher Validity

      Vouchers remain valid solely for the duration specified on the voucher itself.

      • Redemption of vouchers is exclusively applicable on our web store.
      • Vouchers are non-refundable.
      • Regrettably, lost vouchers cannot be reissued or replaced.
      • In accordance with the Consumer Protection Act (CPA), gift card or voucher are valid for a period of 3 (three) years.

      Discounts, Promotions And Sales

      Discount offers do not apply to "Promo" or "Sale" items, unless otherwise specified. Pricing can be confirmed before finalising your order. Special offers are subject to stock availability.

      Errors

      InSteel strives to ensure the accuracy of the information we furnish. Nonetheless, we cannot be held responsible for any misprints or defects. It is your responsibility to review and confirm the details of your order at the time of placement and approval (Please note that we are not liable for any inaccuracies in orders made).

      If a product displays an evident pricing error, InSteel will promptly rectify the mistake upon notification. However, InSteel is not obligated to honour the incorrect price.

      Amendments To These Terms And Conditions

      InSteel reserves the right, at its sole discretion, to modify any of these Terms and Conditions at any given time. It is incumbent upon you to periodically review these Terms and Conditions and ensure your contentment with any alterations. If you find yourself dissatisfied, you should refrain from placing any subsequent orders on, or utilizing the Site in any manner.