Refund and Returns Policy

Last updated: July 2026

Overview

At Royal Tent Durban, we want our customers to receive quality products that are strong, durable and suitable for their intended use.

This Refund and Returns Policy explains how returns, exchanges and refunds are handled for tents, mobile business solutions and related products supplied by us.

Please read this policy carefully before placing an order.

Returns

Returns may be considered within 30 days of delivery, provided the product is unused, undamaged, in its original condition and, where applicable, in its original packaging.

To complete a return request, you must provide proof of purchase, such as an invoice, receipt or order confirmation.

Products must not be returned without first contacting us and receiving return instructions.

Custom or Manufactured Orders

Many of our products are manufactured, customised or prepared according to customer requirements.

Custom-made, special-order, branded, altered, used, installed or manufactured-to-order products may not qualify for a return, refund or exchange unless the product is defective, damaged on arrival, incorrectly supplied or does not match the agreed order specifications.

Once a custom or manufactured order has gone into production, cancellations may not be accepted, or may be subject to reasonable production, material, administration or handling costs.

Damaged, Defective or Incorrect Products

If your product arrives damaged, defective or incorrect, please contact us as soon as possible.

We may request photos, videos, product details, proof of purchase and any other information needed to assess the issue.

Once the issue has been reviewed, we may offer a repair, replacement, exchange, credit or refund, depending on the nature of the problem and the requirements of applicable South African law.

Products damaged through misuse, poor storage, incorrect installation, unauthorised repairs, alteration, neglect, weather damage, accident, normal wear and tear, or use outside the product’s intended purpose may not qualify for a refund or replacement.

Refunds

Once your return has been received and inspected, we will notify you whether your refund has been approved or declined.

If approved, the refund will be processed to your original payment method, unless otherwise agreed in writing.

Refund processing times may vary depending on your bank or payment provider.

Late or Missing Refunds

If your refund has been approved but you have not received it yet, please first check your bank account again.

Then contact your bank or payment provider, as processing times may vary.

If you have done this and still have not received your refund, please contact us using the details below.

Exchanges

We only replace or exchange products where the item is defective, damaged, incorrectly supplied or approved for exchange by our team.

If you need to request an exchange, please contact us with your proof of purchase and details of the issue.

Sale or Discounted Items

Sale, discounted, promotional or clearance items may not qualify for a refund unless they are defective, damaged on arrival, incorrectly supplied or required to be refunded under applicable law.

Return Shipping

Customers are responsible for the cost of returning products unless the return is due to our error, a defective product, or another reason required by applicable law.

Original delivery fees, return delivery fees, courier charges and handling costs are non-refundable unless otherwise agreed in writing or required by law.

We recommend using a reliable, trackable courier service for returns. We cannot be responsible for returned items that are lost or damaged in transit.

Inspection and Approval

All returned products are subject to inspection before a refund, exchange or credit is approved.

We reserve the right to decline a return if the product is not in its original condition, has been used, damaged, altered, incorrectly stored, incorrectly installed or returned without approval.

Need Help?

For questions about refunds, returns or exchanges, please contact us:

Royal Tent Durban
Email: durban@royaltent.co.za