Returns & Cancellation Policy

Last updated: September 2026

1. 30-Day Returns

You may return any standard stock filter within 30 calendar days of delivery for a full refund, for any reason, provided:

  • The goods are unused, unopened, and in their original packaging.
  • The goods are in a condition that permits resale.
  • You notify us in writing within 30 calendar days of delivery or collection.

Return shipping is free. Once we approve your return we email you a prepaid return label to print and attach to the parcel, and we book the collection anywhere in South Africa. You are welcome to return goods in person at our Silverton premises instead.

This policy is more generous than the law requires. Section 44 of the Electronic Communications and Transactions Act 25 of 2002 gives you the right to cancel an online order and return the goods within 7 calendar days of receiving them, without reason and without penalty. Our 30-day window is in addition to that right and does not limit it.

2. Defective or Incorrect Goods

If you receive goods that are defective, damaged in transit, or do not match your order:

  • Contact us at sales@prebur.co.za with your order reference and a description as soon as you notice the problem, and within 30 calendar days of delivery where the goods were damaged in transit (photographs are helpful).
  • We will arrange collection or replacement at no cost to you.
  • A full refund will be processed within 10 business days of receiving the returned goods.

Separately, Section 56 of the Consumer Protection Act 68 of 2008 entitles you to return goods that do not meet the quality standards of Section 55 within six months of delivery, at our risk and expense, for repair, replacement, or refund at your election. Nothing on this page limits that right.

3. Non-Returnable Items

The following items cannot be returned:

  • Filters that have been installed, used, or removed from their sealed packaging.
  • Custom or non-standard sizes ordered specifically for you.

4. Cancellations Before Despatch

If you wish to cancel an order before it has been despatched or collected, contact us immediately at sales@prebur.co.za or call +27 74 159 1634. If the order has not yet been prepared, we will cancel it and issue a full refund. If preparation has already begun, we may not be able to cancel.

5. Refund Process

  • Refunds are processed via the original payment method (Yoco).
  • Please allow up to 10 business days for the refund to reflect in your account, depending on your bank.
  • You will receive a credit note from Xero confirming the refund.

6. How to Initiate a Return

  1. Email sales@prebur.co.za with your order reference number and reason for the return.
  2. We will confirm whether the return is accepted and provide instructions.
  3. Package the goods securely in their original packaging.
  4. Print the prepaid return label we email you and attach it to the parcel. We book and pay for the collection. If you prefer to deliver the goods yourself, our address is 229 Dykor Street, Silverton, Pretoria, 0184.
  5. Once we receive and inspect the returned goods, your refund will be processed.

7. Exchanges

If you ordered the wrong size, we are happy to arrange an exchange for a different size of the same product type, subject to stock availability. Contact us at sales@prebur.co.za. If there is a price difference, we will advise accordingly. We pay the collection and redelivery cost on exchanges.

8. Contact

For all returns and cancellation queries:
Email: sales@prebur.co.za
Phone: +27 74 159 1634 (Nick Els)
Address: 229 Dykor Street, Silverton, Pretoria, 0184