Last Updated: 25 August 2025

Refund and Returns Policy

1. Returns

• Customers have seven (7) calendar days from the date of receipt to notify Bromvoël Outdoor Accessories of a return request.
• To qualify for a return, the product must be unused, uninstalled, undamaged and in its original packaging, with all supplied components and accessories included.
• Proof of purchase is required for all return requests.
• All returns are subject to inspection and approval by Bromvoël Outdoor Accessories.
• We do not accept returns or issue refunds for change-of-mind purchases, including situations where a customer no longer wants or requires the product.

Important: Customers must verify that the product is suitable for their vehicle before attempting installation. If uncertain about compatibility or installation, customers should consult an authorised fitment centre before proceeding.

2. Incorrect Products Supplied by Bromvoël Outdoor Accessories

If Bromvoël Outdoor Accessories has supplied a product that differs from the product ordered by the customer, we will investigate the matter and, where the supply error is confirmed, arrange an appropriate remedy.

Depending on the circumstances, this may include:

• Supplying the correct product.
• Exchanging the incorrect product.
• Providing a refund where applicable.

The incorrect product must be returned for inspection where reasonably required. Bromvoël Outdoor Accessories will make appropriate arrangements regarding return shipping costs when a genuine supply error is confirmed.

A refund or exchange will not be approved solely because a customer believes the incorrect product was supplied. The order details, product specifications, vehicle application, supplied components and any relevant evidence will be checked before a decision is made.

Nothing in this policy excludes any remedies to which a customer is entitled under applicable consumer protection legislation.

3. Incorrect Fitment and Installation by the Customer

Bromvoël Outdoor Accessories supplies vehicle accessories designed for specific makes, models, body styles and vehicle configurations.

Once the correct product has been supplied in accordance with the customer’s order, we will not accept responsibility for incorrect installation, improper fitting techniques or difficulties arising from a customer’s attempt to install the product themselves.

The following circumstances do not, by themselves, qualify a customer for a refund or exchange:

• The customer is unable to install the product correctly.
• The product or its brackets appear not to fit because the installation procedure has not been followed correctly.
• The customer incorrectly positions, assembles or installs the product or its mounting brackets.
• The customer assumes that the product or brackets are incorrect without first confirming the issue.
• The customer requests a refund because they cannot complete the installation themselves.

In these circumstances, customers are advised to take the product, together with all supplied brackets, fasteners and fitting instructions, to an authorised or suitably qualified vehicle accessory fitment centre for professional installation and assessment.  The customer remains responsible for the Fitment Fee charged to complete the installation.

If an installation assessment identifies a genuine product defect, missing component or incorrect supply, the customer should contact Bromvoël Outdoor Accessories with the relevant findings so that the matter can be investigated.

Products damaged during attempted installation may not qualify for a return where the damage was caused by improper handling or installation, subject to applicable consumer protection legislation.

4. Incorrect Orders Placed by Customers

If a customer orders the wrong product, selects the incorrect vehicle application or provides incorrect vehicle information, the return request will be assessed in accordance with this policy and applicable consumer protection legislation.

• Products that have been installed, modified, damaged or used may not qualify for a return.
• Where a return is accepted, a handling fee of up to 15% may apply where lawful, reasonable and disclosed to the customer.
• Return shipping costs may be the customer’s responsibility where the return results from the customer’s ordering error and applicable law permits this.

Customers are encouraged to confirm the exact vehicle make, model, year and body style before placing an order.

5. Non-Returnable Items

Subject to any rights provided by applicable consumer protection legislation, the following items or circumstances may not qualify for a return or refund:

• Products ordered incorrectly by the customer.
• Products no longer wanted or required by the customer.
• Products that have been installed, modified or damaged by the customer.
• Products damaged through improper installation or handling.
• Custom-made or personalised products.
• Perishable goods.
• Downloadable digital products or services.

This section does not exclude remedies available for defective products, incorrect supply or other circumstances in which the law provides a right to return, repair, replacement or refund.

6. Exchanges and Defective Products

We will assess claims involving defective, damaged or incorrectly supplied products on their merits.

Where Bromvoël Outdoor Accessories has supplied an incorrect product, or where a product is defective, the appropriate remedy will be determined following an investigation and in accordance with applicable consumer protection legislation.

Customers must contact us promptly and provide their order number, photographs and a description of the issue. We may request that the product be made available for inspection.

A product that is difficult to install is not automatically defective or incorrectly supplied. The actual cause of the problem must be established.

7. Shipping Costs

• Return shipping arrangements will depend on the reason for the return and applicable consumer protection legislation.
• Where a return results from a confirmed supply error by Bromvoël Outdoor Accessories, appropriate arrangements will be made for the return of the incorrect product.
• Where a return results from a customer’s ordering error or change of mind and the return is accepted, the customer may be responsible for return shipping costs where lawful.
• Original delivery charges are not automatically refundable in every circumstance; any refund will be handled in accordance with applicable law.

8. How to Request a Return or Report a Problem

Please contact us before returning any product.

Provide the following information:

• Your order number and proof of purchase.
• The vehicle make, model, year and body style.
• A description of the problem.
• Clear photographs of the product, brackets, supplied components and installation area, where relevant.

We will assess the information and advise you on the next steps.

Email: info@Bromvoël.co.za

Phone: 27 71 392 4511

9. Consumer Rights

This policy must be read together with the applicable laws of the Republic of South Africa, including the Consumer Protection Act 68 of 2008, where applicable.

Nothing in this policy is intended to remove, restrict or waive any consumer right or remedy that cannot lawfully be excluded or limited.

Where a dispute arises concerning product compatibility, installation, a possible defect or an alleged supply error, Bromvoël Outdoor Accessories reserves the right to investigate the facts before determining the appropriate resolution, subject to applicable law.