Refund & Returns Policy

This policy explains how refunds, returns, cancellations and warranty claims are handled for both (a) physical products purchased through our online store or in-store, and (b) installed services such as paint protection film (PPF), vinyl wraps, detailing and vehicle branding. All refunds and returns are subject to these terms, our Terms of Service, and applicable South African consumer protection legislation, including the Consumer Protection Act 68 of 2008 ("CPA") and the Electronic Communications and Transactions Act 25 of 2002 ("ECT Act").

To discuss a return, refund, cancellation or warranty claim, contact us in writing at info@elev8-auto.co.za or 010 014 8802.

1. Product returns (retail/shipped items)

This section applies to standalone physical products purchased through our website or in-store - for example, accessories, care and maintenance kits, and similar retail items (as distinct from installed services, covered in Section 3).

1.1 All returns are subject to these terms and are considered on a case-by-case basis.

1.2 To complete a return, we require your receipt or proof of purchase. Please do not send products back to the manufacturer directly.

1.3 Certain goods are exempt from return, including: opened or used care/maintenance products, items marked as final sale, and any product that has been installed, applied, or altered.

1.4 Products must be returned within 14 days of delivery or collection, unused, in their original packaging, and in a resaleable condition, unless the product is defective or damaged on arrival.

1.5 In certain circumstances, only a partial refund may be granted (for example, where packaging is damaged or an item shows signs of use).

Cooling-off period for online purchases

1.6 Where you purchase a standalone physical product through our online store, you may have a right to cancel the transaction within 7 (seven) days of receiving the goods, in terms of section 44 of the ECT Act, without reason or penalty (save for the direct cost of returning the goods).

1.7 This cooling-off right does not apply to: (a) goods made to your specifications or clearly personalised (including any product cut, mixed, prepared or ordered specifically for your vehicle); (b) services which have already commenced with your consent before the end of the cooling-off period; or (c) other categories excluded under the ECT Act and the CPA. In practice, this means the cooling-off period applies to unopened, unused retail products, but not to PPF, vinyl wrap or branding material ordered or cut for your specific vehicle, nor to services already performed - see Section 3 below.

2. Refunds (if applicable)

2.1 Once your returned product is received and inspected, we will email you to confirm receipt, and to notify you whether your refund has been approved or rejected.

2.2 If approved, your refund will be processed to your original method of payment within 7–14 business days of approval.

2.3 Only regular-priced items may be refunded; sale or clearance items are final sale and cannot be refunded, unless defective.

2.4 We only exchange retail products if they are defective or damaged on arrival. To arrange an exchange, email info@elev8-auto.co.za.

Late or missing refunds

2.5 If you haven't received a refund yet: first check your bank account again; then contact your card issuer, as it may take some time before a refund is officially posted; then contact your bank, as there is often additional processing time before a refund appears. If you've done this and still have not received your refund, contact us at info@elev8-auto.co.za.

3. Service bookings: deposits, cancellations & rescheduling

This section applies to booked installation services - PPF, vinyl wraps, vehicle branding, and detailing.

3.1 Deposits

3.1.1 A 50% deposit of the quoted price is required to confirm any PPF, vinyl wrap or vehicle branding booking. The balance is payable on completion, before the vehicle is released.

3.1.2 Clear PPF deposits are refundable if you cancel your booking with at least 48 hours' notice before your scheduled appointment. Cancellations with less than 48 hours' notice, or no-shows, forfeit the deposit.

3.1.3 Deposits for coloured or patterned PPF, vinyl wraps, and vehicle branding are non-refundable, once paid, including on cancellation or rescheduling. This is because these materials are frequently ordered or cut specifically for your vehicle and colour/pattern choice, and we may not hold this stock in advance.

3.1.4 Detailing bookings do not require a deposit unless otherwise agreed at the time of booking; standard cancellation notice of 24 hours applies to avoid a call-out or scheduling fee.

3.2 Rescheduling

3.2.1 You may reschedule a booking free of charge with at least 48 hours' notice, subject to availability. Rescheduling with less notice may be treated as a cancellation under Section 3.1.

3.3 Once work has commenced

3.3.1 Once installation work has commenced on your vehicle, the booking can no longer be cancelled for a refund, given the bespoke, vehicle-specific nature of the materials used and labour performed. Any request to stop work partway through will be assessed on a case-by-case basis, and you will be liable for materials used and labour performed up to that point.

4. Workmanship & product warranty

4.1 Craftsmanship (installation) warranty

4.1.1 Elev8 Automotive provides a 12-month craftsmanship warranty on our PPF and vinyl wrap installations, covering defects arising from workmanship, such as film lifting, peeling, or bubbling caused by improper installation.

4.1.2 Where a valid workmanship defect is identified within the warranty period, we will repair or reinstall the affected area at no additional cost to you. Workmanship warranty claims do not entitle you to a cash refund unless the defect cannot reasonably be remedied by repair or reinstallation.

4.2 Manufacturer's product warranty

4.2.1 The PPF and vinyl wrap material itself is separately covered by the manufacturer's own warranty, currently 10 years, against manufacturing defects such as premature yellowing, cracking or delamination not caused by installation or misuse. Manufacturer warranty claims are subject to the manufacturer's own terms, which we will assist you in submitting.

4.3 What the warranty does not cover

4.3.1 Neither the craftsmanship warranty nor the manufacturer's warranty covers damage resulting from: accidents, collisions or impact; improper washing (e.g. high-pressure jet washing too close to film edges, or automated brush car washes); use of incompatible chemicals, solvents or abrasive cleaning products; stone chips, road debris or environmental contamination beyond normal expectations; general wear and tear; neglect; or any work, repair or modification carried out by a third party not authorised by Elev8 Automotive.

4.4 Making a warranty claim

4.4.1 To submit a workmanship or product warranty claim, contact info@elev8-auto.co.za with your proof of purchase/installation date, a description of the issue, and clear photographs. We may require you to bring the vehicle in for inspection before approving any remedy.

5. Detailing services

5.1 Because detailing outcomes depend heavily on the vehicle's pre-existing condition (e.g. paint condition, prior damage, staining), we do not offer refunds for detailing services once performed, save where the work was materially defective or not performed to a reasonable standard, in which case we will re-perform the affected service at no charge.

6. Shipping (retail products)

6.1 Should a return or refund of a shipped retail product be accepted, you are responsible for your own return shipping costs, unless the item was defective or damaged on arrival. Return shipping costs are non-refundable and, where a refund is issued, may be deducted from the refund amount.

6.2 Delivery times for replacement or exchanged products may vary depending on your location and product availability.

6.3 For items valued over R1,000, we recommend using a trackable shipping service or purchasing shipping insurance for the return. We cannot guarantee that we will receive your returned item, and are not responsible for items lost or damaged in transit back to us.

7. How to request a return, refund, cancellation or warranty claim

Please contact us in writing with your order/booking reference, proof of purchase, and a description of your request:

Elev8 Automotive (Pty) Ltd
Email: info@elev8-auto.co.za
Phone: 010 014 8802
Address: 210 Epsom Ave, Unit 17, Northlands Retail Park, Hoogland, Randburg, 2169