ONLINE

We allow products to be returned within 7 days of a customer receiving their parcel. This must be reported to Oldroot (Pty) Ltd. by email to info@oldroot.co.za within 24 hours from receiving the parcel. The returnshipping bill is for the customer’s accountand the parcel has to be sent directly to the Oldroot premises within the stipulated time-frame (7 days). We only accept goods for return that are still intact and in their original packaging (sealed and closed, where relevant). The items will be assessed once received at Oldroot to determine the outcome.

A 10% surcharge will be deducted from the amount paid when doing a return. Our online system deducts this amount for each online purchase. Only an in-store credit will be given for returns for 90% of the paid amount. No cash refund will be given in this regard.

In the event of a wrongly ordered item, the customer will receive a voucher that can be used to buy another item of preference on the Oldroot online store. This is only applicable to orders that has not yet been shipped. No refunds will be given in this event.

If products are received in a damaged condition – please refer to our Shipping Policies for more information on refunds and/or replacements in this regard.

IN-STORE

We allow products to be returned within 7 days from day of purchasing at the Oldroot in- store shop. We can only accept goods for return that are still intact and in their original packaging. Only in-store credit will be given if you want to return or replace a product. No refund will be given in this regard.

CUSTOM ORDERS

For all custom orders full payment is required in advance. No refunds will be given on any custom order. All custom orders must be e-mailed tojacques@oldroot.co.za, together with all the necessary measurements and specifications that is required by the customer. Verbal instructions, to alter any specifications, will not be accepted. Once production has commenced, no alterations can be made to any custom order. It is the sole responsibility of the customer to ensure that all measurements and specifications given, are correct and within the required guidelines. For any structural timber, the onus is on the customer to get the correct specifications from a certified structural engineer. These specifications should be e-mail tojacques@oldroot.co.za. It is the sole responsibility of the customer to be conscious of all requirements and restrictions that there might be in the case of a HOA when building in an enclosed estate. Oldroot can not be held liable for this.