Refund & Returns Policy
Last updated: 26 September 2026
1. Scope
This Refund & Returns Policy applies to custom manufacturing projects placed through MakeQuote. Because MakeQuote connects customers with independent manufacturers for bespoke and custom work, refund and return rights differ from standard retail purchases and depend on the production stage of your project.
2. Standard vs Custom/Bespoke Work
All projects quoted through MakeQuote are custom or bespoke manufacturing work produced to your specifications. Standard off-the-shelf products are not typically offered. Custom-made items may not be eligible for return unless they are damaged, defective, or do not match the agreed specifications.
3. Damaged, Wrong, or Defective Goods
If your delivered order is damaged, defective, or does not match the agreed quote specifications, you may be entitled to a repair, replacement, or refund. You must report the issue to MakeQuote and the manufacturer through the platform within 7 days of delivery or collection. Production evidence, quality check results, and delivery records will be reviewed as part of the assessment.
4. Customer-Requested Changes
Change requests submitted after production has begun are handled through the platform's change-request workflow. Approved changes may incur additional cost or time. A change request does not automatically entitle you to a refund of costs already incurred for the original specifications.
5. Cancellation Before Production Begins
If you cancel your order before the manufacturer has accepted and started production, you may be eligible for a refund of your payment. MakeQuote's platform commission and any payment provider fees already incurred may be non-refundable. Refund processing times depend on the payment provider and may take several business days.
6. Cancellation After Production Begins
If production has already begun, cancellation may not entitle you to a full refund. Costs already incurred by the manufacturer (materials, labour, and machine time) may be deducted from any refund. Cancellation after production begins requires admin review and will be assessed on a case-by-case basis.
7. Returns Process
To request a return or refund, contact MakeQuote through the platform's messaging system or contact page. Provide your order number, a description of the issue, and photographs where applicable. MakeQuote will review the request and coordinate with the manufacturer. Do not return items directly to the manufacturer without prior authorisation.
8. Inspection and Verification
All return requests are subject to inspection and verification. MakeQuote will review production evidence, quality check records, and delivery documentation. The manufacturer may be asked to provide additional evidence. The outcome of the inspection determines whether a repair, replacement, or refund is offered.
9. Repair, Replacement, or Refund
Depending on the nature of the issue, MakeQuote may offer a repair, a replacement, or a refund. Refunds are issued to the original payment method. The amount refunded may exclude non-recoverable costs such as payment provider fees, platform commission, or costs already incurred by the manufacturer for materials or labour.
10. Reasonable Timelines
Return requests will be acknowledged within 5 business days. Inspection and resolution may take up to 14 business days depending on the complexity of the case and the manufacturer's response. Refunds, where approved, will be processed within 10 business days of approval.
11. Costs Already Incurred
Where a refund is offered, costs already incurred by the manufacturer (materials purchased, machining time, labour) and non-recoverable platform or payment provider fees may be deducted from the refund amount. You will be informed of any deductions before the refund is processed.
12. Customer Responsibilities
You are responsible for providing accurate project specifications and files. Refund rights may be limited where the issue arises from incomplete, inaccurate, or ambiguous specifications provided by the customer. You are responsible for being available to receive delivery or collect your order, and for inspecting the order upon delivery.
13. Statutory Consumer Rights
Nothing in this policy excludes or limits any statutory consumer rights you may have under the South African Consumer Protection Act. Where a statutory right conflicts with this policy, the statutory right prevails.