Fair support after purchase
A practical route from reporting a problem to the remedy required by the order and South African consumer law.
Last updated: 19 October 2026This policy is intended to make the process clear and does not reduce rights provided by the Consumer Protection Act, the Electronic Communications and Transactions Act or other applicable South African law. Where legislation gives a customer a stronger remedy, that remedy applies.
An enquiry may be withdrawn without charge before an order is accepted and before work or procurement begins. Buy a Trailer does not charge a deposit. If the specification changes before payment, we issue revised written confirmation.
Where section 44 of the Electronic Communications and Transactions Act applies, a consumer may cancel an eligible electronic purchase of goods without reason within seven days after receiving the goods. The customer must notify us in writing. The customer may be responsible only for the direct cost of returning the goods, and any refund required by that section will be made within 30 days after cancellation.
This statutory cooling-off right has exclusions, including certain goods made to the customer’s specifications or clearly personalised. We will identify a customer-specific or special-order status before payment. Nothing here removes another return or defect remedy that applies under law.
If a product is visibly damaged, incorrect or incomplete at handover, note it on the handover record and contact us promptly with photographs and the order reference. We will investigate and arrange the appropriate collection, correction, replacement or refund at our cost where the law or accepted order requires it.
Consumers are entitled to goods that are of good quality, in working order, free of defects and reasonably suitable for their ordinary purpose, subject to the Consumer Protection Act. Where section 56 applies, a consumer may return defective goods within six months after delivery and select the remedy available under the Act.
We may arrange a reasonable inspection to establish the problem and the applicable remedy. Manufacturer or supplier warranty processes supplement and do not replace non-excludable consumer rights.
Subject to applicable law, warranty remedies generally do not cover fair wear and tear, accident damage, overloading, misuse, unauthorised alterations, failure to maintain the product, incorrect fitment by another party, or use contrary to road law or manufacturer guidance. Each case is assessed on its facts.
Contact us before installing or altering a spare that appears incorrect. Subject to applicable law, a non-defective item returned for change of mind should be complete, unused and in its original condition with its packaging. Installation, contamination, damage or alteration may affect whether an item can be resold, but does not remove statutory rights where the item was defective, unsafe or incorrectly supplied.
A customer may cancel an advance order as permitted by law. If a supplier has already started a customer-specific build, alteration or procurement, a reasonable cancellation charge may apply where legally allowed. We will explain the calculation and never treat a cancellation charge as an automatic forfeiture.
Approved refunds are made to the original payer and, where reasonably possible, through the original payment method. Statutory refund deadlines apply where legislation prescribes them, including the Electronic Communications and Transactions Act where its cooling-off provisions apply. In other cases we process an approved refund without unreasonable delay and confirm its status in writing.
Email sales@buyatrailer.co.za with the order reference, customer name, a description of the issue, when it was discovered, and clear photographs or video where useful. Do not continue using a product if doing so may be unsafe or cause further damage.
