Last updated: 23 September 2026
This policy explains when you can return an item, when you can cancel an order, and how refunds work. It applies to all orders placed with Aluglass 2000.
Your rights under the Consumer Protection Act 68 of 2008 (CPA) and the Electronic Communications and Transactions Act 25 of 2002 (ECTA) are not limited by anything in this policy.
Important: most of our products are made to order
Aluminium windows and doors are manufactured to the size, configuration, and finish you specify. Once fabrication begins, the item cannot be resold to another customer.
Under section 20(2)(d) of the Consumer Protection Act, goods that are specially produced or customised to a consumer’s specification are excluded from the general right to return. The seven-day cooling-off right under section 44 of ECTA likewise does not apply to goods made to your specifications.
This does not affect your rights if goods are faulty, defective, or not as described — those rights are set out below and cannot be excluded.
Cancelling an order
Before fabrication begins: You may cancel in writing at no charge. Any deposit paid will be refunded in full.
After fabrication has begun: Cancellation may be subject to a charge covering materials already cut and labour already carried out, up to 50% of the order value. We will tell you the exact amount before processing the cancellation.
After completion: Made-to-order items cannot be cancelled once manufactured.
To cancel, email sales@aluglass2000.co.za with your order or quotation number.
Faulty, defective, or incorrect goods
You are entitled to return goods at our cost, and receive a repair, replacement, or refund, if the goods are defective or unsafe, do not match the specification you ordered, or do not match the description or sample shown to you.
Under section 56 of the CPA, this right applies for six months from delivery. Where you return goods within this period, you choose whether you want a refund, a replacement, or a repair.
If we repair an item and the same fault recurs within three months of the repair, you are entitled to a full refund or a replacement.
To report a fault, email sales@aluglass2000.co.za with your order number, a description of the problem, and photographs where possible.
Damage in transit or on delivery
Please inspect your order on delivery. Note any visible damage on the delivery note before signing, and report it to us within 24 hours of delivery with photographs.
Glass breakage and surface damage are difficult to attribute once an order has been accepted and moved, so early reporting matters.
What is not covered
- Incorrect measurements supplied by you, where we manufactured to the sizes you gave us
- Damage caused by incorrect installation, where installation was not carried out by us
- Normal wear, weathering, or surface marking from ordinary use
- Damage caused by impact, misuse, building movement, or alteration after installation
- Failure to follow reasonable cleaning and maintenance guidance for aluminium and glass
Measurements are the customer’s responsibility unless we carried out the site measure. We strongly recommend booking a site measure for any non-standard opening.
Warranty
- Aluminium frames and profiles: 3 years against manufacturing defect.
- Powder coating finish: 3 years against peeling, flaking, or excessive fading.
- Ironmongery, handles, and hinges: 6 months.
- Installation workmanship, where installed by us: 12 months.
The warranty covers manufacturing defects. It does not cover damage from impact, misuse, incorrect installation by others, or failure to maintain the product.
How refunds are processed
Approved refunds are paid to the original payment method within 15 business days of approval. Where payment was made by EFT, we will ask you to confirm your banking details in writing before paying the refund. Where payment was made by card, the refund goes back to the same card.
Trade and business customers
Where you buy in the course of your business, and your annual turnover or asset value exceeds the threshold set under section 5 of the CPA, the CPA may not apply to your purchase. In that case, your purchase is governed by our Terms and Conditions and any written quotation we have issued to you.
Contact us
Aluglass 2000
Email: sales@aluglass2000.co.za
Telephone: 018 462 8786
Address: 49 Commissioner Street, CBD, Klerksdorp, 2570
If we cannot resolve a complaint, you may refer it to the National Consumer Commission or the Consumer Goods and Services Ombud.