Refund policy

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<section class="pp-refund-hero">
<p class="pp-eyebrow">Legal</p>
<h1>Refund & Returns Policy</h1>
<p>PatternPOP offers both ready-to-ship collection tiles and custom-printed, made-to-order tiles. Your return rights depend on which you buy — this policy explains both, plus what happens if something arrives damaged or defective, in line with South African consumer law.</p>
</section>

<div class="pp-refund-section">
<h2>1. Overview</h2>
<p>This Refund & Returns Policy applies to all orders placed with PatternPOP ("we", "us", or "our") through our website at <strong>patternpop.co.za</strong>, by email, by WhatsApp, or via any quote or order confirmation we issue. By placing an order with us, you confirm that you have read and accepted this policy.</p>
<p>We supply two kinds of product, and the right to return for a change of mind differs between them:</p>
<ul>
<li><strong>Collection tiles</strong> — patterned tiles from our own standard range, held in stock and ready to ship.</li>
<li><strong>Custom / made-to-order tiles</strong> — tiles printed and manufactured specifically to your design brief.</li>
</ul>
<p>Regardless of which you buy, you are always covered if goods arrive damaged or defective (see Section 5) and your statutory rights under the Consumer Protection Act are never affected (see Section 7).</p>

<div class="pp-refund-table-wrap">
<table class="pp-refund-table">
<thead>
<tr>
<th>Product</th>
<th>Change-of-mind return</th>
<th>If damaged or defective</th>
</tr>
</thead>
<tbody>
<tr>
<td>Collection tiles (in stock)</td>
<td>Yes — within 7 days, unused & in original packaging (Section 2)</td>
<td>Repair, replacement, or refund (Section 5)</td>
</tr>
<tr>
<td>Custom / made-to-order tiles</td>
<td>No — non-refundable once production begins (Section 3)</td>
<td>Repair, replacement, or refund (Section 5)</td>
</tr>
<tr>
<td>Sample kits</td>
<td>No — non-refundable (Section 4)</td>
<td>Free replacement if faulty/incorrect (Section 5)</td>
</tr>
</tbody>
</table>
</div>
</div>

<div class="pp-refund-section">
<h2>2. Collection Tiles (In-Stock, Change of Mind)</h2>
<p>Tiles from our standard collection are held in stock and not customised, so you may return them if you change your mind, in line with the 7-day cooling-off right for online purchases under Section 44 of the Electronic Communications and Transactions Act (ECTA).</p>

<div class="pp-refund-highlight">
<strong>Your 7-day cooling-off right.</strong> For collection tiles bought online, you may cancel and return your order for any reason within <strong>7 days of delivery</strong>. We will refund the full price you paid for the returned tiles. The only cost you bear is the cost of returning the goods to us. No reason or restocking fee applies.
</div>

<p>To qualify for a change-of-mind return, the tiles must be:</p>
<ul>
<li><strong>Unused and uninstalled</strong> — not laid, cut, fitted, or modified in any way;</li>
<li><strong>In their original, undamaged packaging</strong>, complete with any inserts; and</li>
<li><strong>Returned within 7 days</strong> of the delivery date.</li>
</ul>
<p>You arrange and pay for return shipping for change-of-mind returns. We recommend using a tracked courier and keeping proof of postage, as tiles remain your responsibility until they reach us. Once we receive and inspect the returned tiles, we refund the product price (see Section 8). This change-of-mind right does not apply to custom / made-to-order tiles or to sample kits.</p>
</div>

<div class="pp-refund-section">
<h2>3. Custom & Made-to-Order Products</h2>
<p>Custom tiles are produced on demand using your chosen print design, colours, and quantities. Once production of a custom order has begun, the goods cannot be resold to another customer and are therefore <strong>non-refundable and non-returnable</strong>, except where the goods are damaged in transit or defective (see Section 5).</p>

<div class="pp-refund-highlight">
<strong>Why custom orders can't simply be returned:</strong> The 7-day cooling-off right under Section 44 of ECTA does <strong>not</strong> apply to goods made or customised to your specifications. Because custom PatternPOP tiles are printed and cut to your unique brief, the cooling-off right does not apply once production starts. Your rights in respect of <strong>defective or poor-quality goods</strong> under the Consumer Protection Act remain fully protected — see Section 7.
</div>

<p>Before we begin production, we provide a design mockup and an order confirmation setting out the design, colours, quantities, and total price. <strong>It is your responsibility to check and approve these carefully.</strong> We cannot accept returns or issue refunds for:</p>
<ul>
<li>Approved designs, colours, or layouts that you later change your mind about</li>
<li>Spelling, logo, or artwork errors present in files or briefs you supplied to us</li>
<li>Colour variation within normal printing tolerances, or slight differences between on-screen previews and the printed product</li>
<li>Quantities ordered that turn out to be more or less than you needed (we recommend ordering a small surplus for future repairs)</li>
<li>Incorrect measurements or area calculations supplied by you or your installer</li>
</ul>

<h3>Cancelling or changing a custom order</h3>
<p>You may cancel or amend a custom order <strong>free of charge before production begins</strong>. To do so, contact us as quickly as possible at <a href="mailto:roche@patternpop.co.za">roche@patternpop.co.za</a> or on <a href="https://wa.me/27824196280">WhatsApp</a> and quote your order or quote reference.</p>
<ul>
<li><strong>Before production starts</strong> — full cancellation, with any amount you have paid refunded in full, or amendments made at no charge.</li>
<li><strong>After production has started</strong> — the order can no longer be cancelled or refunded, as the printed tiles are made specifically for you. Where production is only partially complete, we will discuss the fairest available option with you.</li>
</ul>
<p>We will always confirm in writing when your order moves into production so you know the cut-off point.</p>
</div>

<div class="pp-refund-section">
<h2>4. Sample Kits</h2>
<p>Sample kits and individual sample tiles are supplied to help you assess material quality, finish, and print before committing to a full order. Because samples are a low-cost, consumable item that cannot be restocked once dispatched, <strong>sample kits are non-refundable</strong>.</p>
<p>If your sample kit arrives damaged or you receive the wrong item, contact us within 14 days of delivery and we will replace it at no charge (see Section 5).</p>
</div>

<div class="pp-refund-section">
<h2>5. Damaged or Defective Goods</h2>
<p>We stand fully behind the quality of our tiles. If your order arrives <strong>damaged in transit</strong>, is <strong>defective</strong>, or does <strong>not match the order we confirmed with you</strong>, you are entitled to a free replacement, repair, or refund.</p>

<div class="pp-refund-highlight">
<strong>Report within 14 days.</strong> Please inspect your delivery on arrival and report any transit damage, defects, or discrepancies to us within <strong>14 days of delivery</strong>, with photos. Reporting promptly helps us resolve issues quickly and lodge any courier claims in time. This 14-day reporting window is separate from, and does not limit, your statutory rights for latent defects under the Consumer Protection Act (see Section 7).
</div>

<p>Examples of issues we will put right at no cost to you:</p>
<ul>
<li>Tiles that arrive cracked, broken, or damaged in transit</li>
<li>Printing defects such as smudging, peeling, or significant colour deviation outside normal tolerances</li>
<li>Manufacturing faults affecting the interlock mechanism or tile integrity</li>
<li>The wrong design, colour, size, or quantity compared with your confirmed order</li>
</ul>
</div>

<div class="pp-refund-section">
<h2>6. How to Report a Problem</h2>
<ol class="pp-refund-steps">
<li><strong>Get in touch within 14 days</strong> of receiving your order, by email at <a href="mailto:roche@patternpop.co.za">roche@patternpop.co.za</a> or on <a href="https://wa.me/27824196280">WhatsApp</a>.</li>
<li><strong>Send us your order reference</strong> and clear photos or a short video showing the damage, defect, or discrepancy, plus the affected quantity.</li>
<li><strong>We assess and respond.</strong> We will confirm the resolution — replacement, repair, or refund — usually within 5 business days. We may ask you to return the affected tiles; if so, we cover the return cost.</li>
<li><strong>Resolution.</strong> Approved replacements are produced and dispatched as a priority. Approved refunds are processed per Section 8.</li>
</ol>
</div>

<div class="pp-refund-section">
<h2>7. Your Rights Under South African Consumer Law</h2>
<p>Nothing in this policy limits your rights under South Africa's Consumer Protection Act 68 of 2008 (CPA). In particular, Section 56 of the CPA gives you an implied warranty of quality: goods must be of good quality, in working order, and free of defects. If goods fail to meet this standard within <strong>six months</strong> of delivery, you may return them and choose a repair, replacement, or refund, at no cost to you. This applies to all our products, including custom made-to-order tiles.</p>
<p>In addition, for collection tiles bought online you have a <strong>7-day cooling-off right</strong> under Section 44 of the Electronic Communications and Transactions Act (ECTA), as described in Section 2. This cooling-off right does not extend to custom / made-to-order goods.</p>
<p>These statutory protections apply in addition to the 14-day reporting window described above, which exists simply to help us address obvious transit damage and discrepancies as quickly as possible.</p>
</div>

<div class="pp-refund-section">
<h2>8. How Refunds Are Processed</h2>
<p>Where a refund is due, the following applies:</p>
<div class="pp-refund-table-wrap">
<table class="pp-refund-table">
<thead>
<tr>
<th>Item</th>
<th>What we do</th>
</tr>
</thead>
<tbody>
<tr>
<td>Refund method</td>
<td>Refunded to the original payment method used for the order</td>
</tr>
<tr>
<td>Processing time</td>
<td>Initiated within 10 business days of approval (and, for cooling-off returns, within the 30 days required by ECTA); your bank or card provider may take additional days to reflect it</td>
</tr>
<tr>
<td>Defective / damaged goods</td>
<td>Full refund of the affected items, including any related delivery charges</td>
</tr>
<tr>
<td>Collection tiles — change of mind (within 7 days)</td>
<td>Full refund of the product price once returned and inspected; you pay return shipping; no restocking fee</td>
</tr>
<tr>
<td>Cancellation before production (custom)</td>
<td>Full refund of any amount paid</td>
</tr>
<tr>
<td>Return shipping (our fault)</td>
<td>We cover the cost of returning defective or incorrect goods</td>
</tr>
</tbody>
</table>
</div>
</div>

<div class="pp-refund-section">
<h2>9. Delivery & Return Logistics</h2>
<p>For <strong>defective or incorrect goods</strong>, we arrange and pay for collection or return. For <strong>change-of-mind returns of collection tiles</strong>, you arrange and pay for return shipping; we recommend a tracked courier as the tiles remain your responsibility until they reach us. Please keep the original packaging, as it helps protect the tiles in transit and supports any courier damage claim. Do not install or modify tiles you believe are defective, as installation may affect our ability to assess the fault or issue a refund.</p>
</div>

<div class="pp-refund-section">
<h2>10. Changes to This Policy</h2>
<p>We may update this Refund & Returns Policy from time to time to reflect changes in our practices or legal requirements. The version published on our website at the time you place your order is the version that applies to that order. We will update the "Last updated" date below whenever changes are made.</p>
</div>

<div class="pp-refund-contact">
<h2>Need to Return Something or Report a Problem?</h2>
<p>We're here to help and want you to be happy with your floor. Get in touch and we'll sort it out quickly.</p>
<p><a href="mailto:roche@patternpop.co.za">roche@patternpop.co.za</a> · <a href="https://wa.me/27824196280">WhatsApp: +27 82 419 6280</a></p>
<p style="font-size: 13px; color: #999; margin-top: 16px;">Last updated: May 2026</p>
</div>

</div>

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Refund policy