Return Policy
Last updated: 23 August 2026
We want you to be confident in your purchase. This page answers the questions we get asked most, in plain language, before you get into the full policy below.
Quick Answers
- Is it 14 days from purchase, or from delivery?
- Neither — it's 7 business days from the date your order is delivered, not the date you placed the order. If your order is delivered in stages, the window starts on the delivery date of the specific item you're returning.
- How do I request a return?
- Email us with your order number and the reason for the return. We'll confirm eligibility within 2 business days and arrange collection or drop-off.
- What email do I contact?
- sales@prosourceequipments.co.za
- Who pays for return shipping?
- You do, for change-of-mind returns — a collection fee for large trailers or equipment may be deducted from your refund. If the item is faulty, damaged, or not what you ordered, we cover collection at no cost to you.
- Does the item have to be unopened or unused?
- Yes. It must be unused, undamaged, and in its original packaging, with proof of purchase (your order number or invoice).
- How quickly will I get my refund?
- We inspect returned items within 5 business days of receiving them, then issue the refund within 3–5 business days of approval. Your bank may take a further 2–7 business days to reflect it.
- How is the refund issued?
- To your original payment method — card, EFT, or financing provider. We cannot refund to a different account or in cash.
- Are shipping fees refundable?
- Only if the return is due to our error, a fault, or the wrong item being shipped. For change-of-mind returns, original delivery fees are not refunded.
- What if my item arrives damaged?
- Contact us within 48 hours of delivery with photos of the damage. We'll arrange free collection and your choice of repair, replacement, or full refund — at no cost to you.
- What if I receive the wrong item?
- Contact us within 48 hours of delivery. We'll collect the incorrect item free of charge and send the correct one, or refund you in full, at your choice.
Cooling-Off Period
In line with South Africa’s Consumer Protection Act 68 of 2008, purchases made through our online store qualify as direct marketing transactions. You may cancel your order, without penalty or reason, within 7 (seven) business days of delivery — counted from the day the item is delivered to you, not the day you placed the order — provided the item is unused and in its original condition and packaging.
Return Eligibility
- Item must be unused, undamaged, and in original packaging where applicable
- Proof of purchase (order number or invoice) is required
- Return request made within 7 business days of the delivery date
Non-Returnable Items
- Custom-built or made-to-order trailers and units (e.g. bespoke luxury restroom trailers)
- Used or second-hand equipment listings sold “as-is”
- Items damaged through misuse after delivery
How to Start a Return
Email sales@prosourceequipments.co.za with your order number and reason for return. We’ll confirm eligibility within 2 business days and arrange collection or drop-off.
Who pays for return shipping
For change-of-mind returns, collection fees for large trailers and equipment may be deducted from your refund. If the return is due to our error, a fault, or an incorrect shipment, we cover collection at no cost to you.
Refund timing and method
Once we receive your return, we inspect it within 5 business days. If approved, the refund is issued within 3–5 business days directly to your original payment method (card, EFT, or financing provider) — we cannot refund to a different account or in cash. Depending on your bank, funds typically reflect within a further 2–7 business days.
Are shipping fees refunded
The full item price is refunded for eligible returns. Original delivery fees are refunded only if the return is due to our error, a faulty item, or an incorrect shipment — not for change-of-mind returns.
Faulty, Damaged, or Incorrect Items
If your item arrives faulty, damaged, or different from what you ordered, contact us within 48 hours of delivery with photos where possible. We will arrange a free collection and give you the choice of repair, replacement, or a full refund — at no cost to you.
Deposits & Custom Orders
Deposits paid on custom-built or made-to-order units are non-refundable once fabrication has started, as outlined at the time of order.
For more detail on how refunds are calculated and paid, see our Refund Policy.