Refund & Returns Policy

Last updated: 23 July 2026

At Polyroads we want you to be happy with your purchase. This policy explains when and how you can return an item, alongside your rights under South Africa’s Consumer Protection Act (CPA) and Electronic Communications and Transactions Act (ECTA).

Your 7-day cooling-off right (online orders)

Because you’re buying online, the ECTA gives you the right to cancel your order within 7 days of receiving the goods, for any reason, and receive a refund of the price paid. To use this right:

• The goods must be returned unused, unopened and in their original, sealed packaging.
• You are responsible for the cost of returning the goods to us.
• We’ll refund you within 30 days of the cancellation, less any direct cost of returning the goods where applicable.

This cooling-off right does not apply to products that have been opened, mixed, part-used, or where the seal is broken — for safety and quality reasons this applies to all our chemical, primer and cold-asphalt products once opened.

Faulty, defective or incorrect items

Under the CPA, if an item is defective, unsafe, or not as described, you may return it within 6 months of delivery for a repair, replacement or refund, at no charge to you. Please contact us as soon as you notice the problem and, where possible, send a photo of the issue and your order number.

We may inspect returned goods to confirm the fault. A product is not considered defective if the damage was caused by misuse, incorrect application, or failure to follow the instructions on the packaging or product page.

What we can’t accept back

• Products that have been opened, part-used or mixed (e.g. PolySeal once combined, opened primer or PolyBond, opened AsphalTech bags), unless the item is faulty.
• Custom or bulk orders arranged directly with us off the standard store.
• Items returned without proof of purchase (order number or receipt).

How to start a return

1. Email shop@polyroads.com with your order number, the item, and the reason.
2. We’ll confirm whether the item qualifies and give you a return address or arrange collection.
3. Once we receive and check the item, we’ll process your refund to your original payment method (via PayFast) or arrange a replacement.

Refunds

Approved refunds are made to the card or account used at checkout. Please allow a few business days for your bank or PayFast to reflect it. Original shipping charges are non-refundable except where the item was faulty or we sent the wrong product.

Damaged in transit

If your order arrives damaged, do not use it. Take photos of the packaging and product and email us at shop@polyroads.com within 48 hours of delivery so we can sort out a replacement or refund with the courier.

Questions? Email shop@polyroads.com or call +27 11 868 1181, Monday–Friday 7am–4pm.