Refund and Returns Policy

REFUND AND RETURNS POLICY – MTX DESIGNS

OVERVIEW

This Refund and Returns Policy applies to all products manufactured, supplied or installed by MTX Designs, including both custom-fabricated steel work and standard retail items such as wall art, décor pieces and ready-made accessories. Because our business offers two different categories of products, different return rules apply to custom-made items and standard products. This policy is aligned with the South African Consumer Protection Act (CPA).

  1. GENERAL PRINCIPLES

MTX Designs supplies:
• Custom fabrication such as gates, balustrades, pergolas and railings
• Standard products including metal wall art, décor items and ready-made goods

By confirming an order and making payment, the client agrees to this Refund and Returns Policy.

  1. DEPOSITS AND ORDER CONFIRMATION FOR CUSTOM WORK

• A deposit is required before any custom fabrication begins.
• Once production has started, the order is considered custom and cannot be cancelled for a full refund.
• Cancellations before fabrication may qualify for a partial refund, less design, materials and administrative costs already incurred.

  1. CUSTOM-MADE PRODUCTS

Products manufactured to your measurements, design or finish are not eligible for return or exchange unless:
• The item has a proven manufacturing defect
• The product differs materially from the approved design
• The installation was performed incorrectly by MTX Designs

Minor variations in color, texture, welding marks or finish are part of steel fabrication and are not considered defects.

  1. STANDARD PRODUCTS SUCH AS WALL ART

Ready-made and non-custom items may be returned under the following conditions:
• The item is returned within 7 days of delivery
• The product is unused and in original condition
• Original packaging is intact where applicable
• Proof of purchase is provided

MTX Designs may offer a refund, exchange or store credit for approved returns of standard products. Return shipping costs are the responsibility of the customer unless the item is defective.

  1. DEFECTS AND WORKMANSHIP

If any product shows a defect in workmanship within the warranty period stated on your invoice, MTX Designs will:
• Repair the item
• Replace the item where repair is not possible
• Rectify installation issues at no additional cost

This does not cover damage caused by misuse, accidents, third-party modifications, rust due to lack of maintenance, or normal wear and tear.

  1. INCORRECT MEASUREMENTS

Where measurements were supplied by the client, MTX Designs cannot be held responsible for incorrect sizing. If MTX Designs conducted the site measurement, we accept responsibility for dimensional errors.

  1. REFUNDS

Refunds may be considered only in the following cases:
• Fabrication has not yet commenced on custom work
• A standard product is returned in acceptable condition
• MTX Designs is unable to deliver the agreed product
• The product has an irreparable manufacturing defect

Approved refunds will be processed within 7–14 working days via the original payment method.

  1. INSTALLATION-RELATED CLAIMS

Any concerns regarding installation must be reported within 48 hours of completion. MTX Designs will assess and rectify verified issues within a reasonable time.

  1. NON-RETURNABLE ITEMS

The following cannot be returned:
• Custom steel structures already fabricated
• Items altered by the client or third parties
• Products damaged after handover
• Special-order items made specifically for a client

  1. PROCESS FOR CLAIMS

To request a refund, repair or assessment, please provide:
• Invoice or quotation number
• Description of the issue
• Photographs of the product
• Contact details

Send claims to: info@mtxdesigns.co.za

  1. RIGHT TO ASSESS

MTX Designs reserves the right to inspect any product before approving a refund, replacement or repair.

  1. CHANGES TO THIS POLICY

We may update this Refund and Returns Policy from time to time to reflect legal or operational changes.

CONTACT

MTX Designs
Email: info@mtxdesigns.co.za
Johannesburg, Gauteng, South Africa

Security with Style, Built with Steel.