Refund policy

We want you to be happy with your NSSC products. This policy explains how returns, exchanges and refunds work for orders placed on shop.nssc.co.za. Nothing in this policy limits your rights under the Consumer Protection Act 68 of 2008 (CPA) or the Electronic Communications and Transactions Act 25 of 2002 (ECTA).

Damaged, defective or incorrect items

Please inspect your order when you receive it. If an item arrives damaged, is defective, or is not what you ordered, contact us as soon as possible at online-shop@nssc.co.za with your order number and photos of the item and packaging. We will arrange a replacement, repair or refund, and we cover the cost of returning the item.

In line with the CPA, if a product develops a defect within six months of delivery (other than from misuse, incorrect installation or normal wear and tear), you may return it and choose a repair, a replacement or a refund. Heat tinting or discolouration of braai pans and fire bomas from normal use over fire is expected and is not a defect.

Cancelling an online order (7-day cooling-off)

Under section 44 of ECTA you may cancel your order, without reason or penalty, within 7 days of receiving the goods. To do so, email us within that period. The only charge to you is the direct cost of returning the goods to us. We will refund what you paid within 30 days of the cancellation.

Change-of-mind returns (30 days)

If you change your mind, you may request a return within 30 days of receiving your item, provided that:

• the item is unused, undamaged, and in the same condition as when you received it;
• it is in its original packaging with all parts, fittings and accessories (for example wall plugs and screws); and
• you have your order number or other proof of purchase.

Products that have been used over a fire, installed, drilled or mounted cannot be returned for a change of mind. For change-of-mind returns the return delivery cost is for your account.

How to return an item

1. Email online-shop@nssc.co.za with your order number, the item(s) you want to return and the reason. Items sent back without first contacting us cannot be accepted.
2. Once we have approved the return, either drop the item off at our warehouse during trading hours (Monday to Thursday 07:30–16:30, Friday 07:30–14:00) or send it to:
   National Stainless Steel Centre – Online Shop Returns
   Cnr Pomona Road & 5th Avenue, Bredell, Kempton Park, Gauteng, 1619, South Africa
3. Pack the item securely and include your order number. Until the item reaches us, it remains your responsibility, so we recommend a tracked courier service.

Non-returnable items

Gift cards cannot be returned or refunded. Items marked on sale may not be returned for a change of mind, but your rights for damaged, defective or incorrect items still apply in full.

Exchanges

If you would like a different size or variant, the quickest way is to return the original item as described above and place a new order for the item you want. If your item was damaged, defective or incorrect, we will send the replacement at no extra cost.

Refunds

We will let you know once we have received and inspected your return, and whether the refund is approved. Approved refunds are paid to your original payment method within 10 business days. Your bank or card issuer may take a few more days to process and show the refund. Original delivery fees are refunded where the item was damaged, defective or incorrect, or where you cancelled within the 7-day cooling-off period.

If more than 15 business days have passed since we approved your return and you have not received your refund, please contact us at online-shop@nssc.co.za or call +27 11 552 8800.

Last updated: 7 October 2026