Effective date: 01 July 2025
Return policy
Overview
This Returns Policy is operated by Bara Ventures (Pty) Ltd, trading as Strawtown. Suppose you are not entirely satisfied with your purchase of our sustainable building materials or modular homes. In that case, we are here to help with our comprehensive returns policy.
Important Consumer Rights Notice: Under South Africa's Consumer Protection Act (CPA), you have specific rights as a consumer. This policy complies with the CPA and provides you with additional protections beyond the minimum legal requirements.
Due to the specialised nature of our building materials and modular homes, different return conditions apply to different product categories. Please read this policy carefully before making your purchase, as certain items may have limited or no return eligibility due to their custom nature and installation requirements.
This policy applies to all purchases made through our website, direct sales, or authorised dealers. It should be read in conjunction with our Terms of Service and Warranty Policy.
Section 1 - Product Categories and Return Eligibility
Standard Panels and Building Materials
Standard Panels (Pre-cut sizes)
Items must be returned within 30 days of the delivery date
Panels must be unused, undamaged, and in original protective packaging
Kraft paper backing must be intact and unmarked
No cutting, drilling, or modification of any kind
Proof of purchase required
Custom-Cut Panels
Custom-cut panels are generally non-returnable due to their bespoke nature
Returns are only accepted if the error was on our part (incorrect specifications or manufacturing defect)
Customer specification errors are not eligible for return
Panel Systems and Connectors
Must be complete, unused systems in original packaging
All components must be present and undamaged
Installation hardware must be unused and in original condition
Modular Homes (Stacks)
Complete Stacks
Due to the custom nature and size of modular homes, returns are handled on a case-by-case basis
Cancellation must occur before production begins (typically 48 hours after order confirmation)
Once production has commenced, cancellation fees may apply
Delivered and installed Stacks are generally non-returnable
Stack Components and Modules
Individual modules may be returnable if uninstalled and undamaged
The customer is responsible for dismantling and return shipping costs
Professional dismantling may be required at the customer's expense
Services and Consultations
Design and Consultation Services
Design services and consultations are non-refundable once work has commenced
Unused consultation credits may be transferred to future projects within 12 months
Installation Services
Installation services cannot be returned once commenced
Service quality issues will be addressed through warranty provisions
Add-ons and Accessories
Solar Systems and Electrical Components
Must be unused and in the original manufacturer's packaging
Electrical components require professional inspection before acceptance for return
The customer is responsible for safe disconnection and return shipping
Fixtures and Finishes
Standard fixtures may be returned within 14 days if unused
Custom finishes and bespoke fixtures are non-returnable
Section 2 - Return Process and Requirements
Initiating a Return
Contact Requirement: To initiate a return request, please contact our customer support at hello@strawtown.co. Include:
Order number and purchase date
Detailed description of items to be returned
Reason for return (defect, error, change of mind)
Photographs of items and packaging, where applicable
Return Authorisation
All returns require prior authorisation
The Return Merchandise Authorisation (RMA) number will be provided
Returns without valid RMA numbers will not be accepted
Return authorisation expires 14 days from the issue date
Inspection Requirements
Items must pass our quality inspection upon return
Panels will be checked for moisture damage, contamination, or structural integrity issues
Packaging must protect items during return shipping
Return Shipping and Logistics
Standard Panels and Small Items
The customer is responsible for return shipping costs unless the return is due to our error
Use a trackable shipping service with appropriate insurance
Original packaging or equivalent protective packaging required
Large Items and Stack Components
Special logistics arrangements are required for large items
The customer is responsible for the crane/lifting equipment if needed
Professional packaging and handling may be required at the customer's expense
Return shipping costs typically range from R2,000 to R15,000, depending on size and location
International Returns
Returns from UK operations to South Africa incur additional customs and shipping charges.
International return shipping is the customer's responsibility unless the product is defective.
Section 3 - Refunds and Processing
Refund Timeline and Process
Inspection Period
Items will be inspected within 5-10 business days of receipt
Complex items (Stack components) may require an extended inspection period
The customer will be notified of the approval or rejection of the refund
Refund Processing
Approved refunds are processed to the original payment method within 14 business days
International refunds may take an additional 5-7 business days
Bank processing times may cause additional delays
Partial Refunds:
Partial refunds may apply for:
Items returned without original packaging
Items showing signs of use or installation attempts
Incomplete systems or missing components
Items requiring refurbishment before resale
Non-Refundable Costs
Shipping and Delivery
Original shipping and delivery costs are non-refundable
Crane rental and installation costs are non-refundable
Site preparation costs are the customer's responsibility
Custom Work and Services
Design fees and consultation time
Custom cutting or modification services
Site surveys and technical assessments
Section 4 - Exchanges and Modifications
Product Exchanges
Like-for-Like Exchanges
Available for defective items within the warranty period
Exchanges are processed once the original item is received and inspected
The customer is responsible for return shipping unless there is a manufacturer defect
Specification Changes
Changes to panel dimensions or Stack configurations may be possible before production
Modification fees may apply for post-order changes
Changes requested after production begins may not be possible
Upgrade Exchanges
Panel Upgrades
Upgrading to thicker panels or different finishes may be possible
The price difference must be paid before the exchange processing
Original panels must be in returnable condition
Section 5 - Damaged, Defective, or Incorrect Items
Immediate Notification Required
Delivery Inspection
Inspect all deliveries immediately upon receipt
Report damage, defects, or incorrect items within 48 hours
Photograph all issues before moving or attempting installation
Contact hello@strawtown.co immediately with documentation
Manufacturing Defects
Manufacturing defects are covered under our quality guarantee
Full replacement or refund provided for genuine defects
Strawtown covers return shipping costs for defective items
Resolution Options
Replacement Products
Priority replacement of defective or damaged items
Expedited delivery, where possible, to minimise project delays
Temporary solutions may be provided for urgent projects
On-Site Repairs
Minor defects may be resolved through on-site repair
Technical support is provided for field repairs where appropriate
Strawtown covers repair costs for manufacturing defects
Section 6 - Special Circumstances
Force Majeure and Delays
Production Delays
Customers may cancel orders if production delays exceed 30 days beyond the quoted delivery time
Full refund provided minus any completed custom work
Alternative solutions were offered where possible
Site Access Issues
If delivery cannot be completed due to site access issues, storage fees may apply
The customer is responsible for resolving access issues or arranging alternative delivery
Extended storage periods may incur additional charges
Regulatory and Compliance Issues
Building Code Changes
If building codes change after the order is placed but before delivery, modifications may be required
Customer and Strawtown will work together to ensure compliance
Additional costs for compliance modifications are the customer's responsibility
Section 7 - Warranty Provisions
Product Warranties
Panel Performance Warranty
Structural integrity warranty is separate from the returns policy
Warranty claims do not require product return
On-site assessment and repair are preferred where possible
Stack System Warranty
Comprehensive warranty covering structure, weatherproofing, and principal components
Warranty service is provided through authorised technicians
Warranty claims are handled separately from the returns process
Section 8 - Customer Responsibilities
Pre-Return Requirements
Product Care
Items must be stored in a dry, protected environment
Prevent moisture damage, contamination, or UV exposure
Maintain original packaging where possible
Documentation
Retain all purchase documentation and delivery receipts
Photograph items before and after unpacking
Document any issues or defects immediately
Return Preparation
Packaging Requirements
Use original packaging or equivalent protective materials
Secure items to prevent damage during return shipping
Include all components, hardware, and documentation
Section 9 - Restocking and Administrative Fees
Fee Structure
Restocking Fees
Standard panels: No restocking fee if returned in original condition
Custom panels: 25% restocking fee if returnable
Stack components: 15% restocking fee for change-of-mind returns
Large items: Additional handling fees may apply
Administrative Fees
RMA processing: No charge for defective items
Customer-initiated returns may incur a R250 processing fee
Multiple return requests may incur additional administrative charges
Section 10 - Limitations and Exclusions
Non-Returnable Items
Non-Returnable
Installed panels or Stack components
Items damaged by customer mishandling
Products modified or cut by the customer
Items exposed to moisture or contamination
Limited Return Eligibility
Custom-designed Stack configurations
Panels cut to non-standard dimensions
Electrical components, after packaging, are opened
Items ordered outside standard lead times
Section 11 - Understanding Your Return Options
Quick Reference: Your Return Rights
1. Consumer Protection Act Rights (Mandatory by Law):
5-day cooling-off: Cancel online/phone orders within five business days, no questions asked
6-month defect warranty: Return defective goods up to 6 months after delivery
Immediate inspection right: Return goods immediately if they do not match the order or expectations
2. Our Company Policy (In addition to Legal Rights):
30-day standard returns: Extended return period for unused standard panels
Warranty support: Comprehensive warranty service beyond legal minimums
Technical support: Help resolving issues before needing to return items
3. Limited/No Return Items:
Custom-made products: Generally, only returnable if we made an error
Installed items: Cannot be returned once installed
Modified products: Cannot be returned if you have cut or altered them
Section 12 - Contact Information and Support
When in Doubt
If you are unsure about your return rights or which type of return applies to your situation, contact us at hello@strawtown.co. We're here to help you understand your options and find the best solution for your situation.
Returns Department
Primary Contact
Email: hello@strawtown.co
Subject Line: "Returns - [Your Order Number]"
Required Information
When contacting our returns department, please provide:
Full name and contact details
Order number and purchase date
Item description and quantities
Reason for return request
Current condition and location of items
Technical Support
Product Issues:
For technical questions or installation support before initiating a return:
Technical Email: hello@strawtown.co
Company Information
Bara Ventures (Pty) Ltd
Trading as: Strawtown
Email: hello@strawtown.co
Website: strawtown.co
Physical Address:
Strawtown, Belofte Land, Tierfontein, Western Cape, 7300, South Africa
Office:
45 Fish Eagle Place, Fish Eagle Park, Kommetjie, Cape Town, Western Cape, 7975, South Africa
Section 13 - Policy Updates and Amendments
Policy Changes
We reserve the right to update this returns policy to reflect:
Changes in product lines or manufacturing processes
Updates to shipping and logistics capabilities
Regulatory requirements or industry standards
Customer feedback and operational improvements
Notification
Significant changes will be communicated via email to existing customers
Current policy is always available at strawtown.co/returns
policy's effective date indicates the most recent updates
Order-Specific Terms
The returns policy in effect at the time of purchase applies to each order
Policy changes do not retroactively affect existing orders
Special terms may apply to promotional or bulk orders
This returns policy was last updated on 01 July 2025 and complies with South Africa's Consumer Protection Act and other applicable legislation. For questions about returns, exchanges, or your consumer rights, please contact our customer service team using the information provided above.
