Online Shop
Our Cancellations & Refunds Policy for auto glass bought through the Autoboys online shop – covering orders, fitment appointments, cancellations and refunds.
These eCommerce Terms and Conditions apply to purchases made through the Autoboys online shop and must be read together with the Autoboys website Terms and Conditions and Privacy Policy.
Once payment has been successfully processed, the customer’s order will be received by Autoboys Glass Services.
An Autoboys representative will contact the customer using the contact details provided at checkout to confirm the order details and arrange the customer’s preferred fitment location, date and time.
Payment confirms that the transaction has been processed but does not constitute confirmation of a fitment appointment. The fitment appointment will be confirmed once the location, date and time have been agreed with an Autoboys representative.
Customers who wish to cancel an order must contact Autoboys Glass Services as soon as possible after placing the order.
Cancellation requests will be assessed according to the status of the order, including whether the glass has been allocated, specially ordered, dispatched or fitted.
Where an order has not yet been processed or dispatched, Autoboys will assess the cancellation request and advise the customer of the applicable next steps.
Where glass has been specially ordered, dispatched or fitted, the cancellation request will be assessed in accordance with the applicable terms of the transaction and South African consumer legislation. Any cancellation charges must be lawful and reasonable in the circumstances.
Nothing in this policy excludes any statutory cancellation rights that apply to the customer’s purchase.
Customers may submit a refund request by contacting Autoboys Glass Services using the contact details provided below.
Refund requests will be assessed according to the circumstances of the transaction, the status of the order and the consumer’s applicable legal rights.
Where a refund is due or approved, it will be processed in accordance with the applicable legislation and payment provider requirements. Refunds will generally be returned to the original payment method, where possible.
Any applicable statutory refund deadlines will be observed.
Customers are responsible for providing accurate vehicle information and checking their selected glass details before completing their purchase.
If a customer believes that the incorrect vehicle or glass was selected, they should contact Autoboys Glass Services immediately so that the order can be reviewed before further processing or fitment.
Where the incorrect glass was selected by the customer, the circumstances will be assessed to determine the appropriate resolution under the applicable terms and consumer legislation.
Where Autoboys supplied glass that differs from the order or confirmed specifications, the matter will be investigated and resolved in accordance with the customer’s applicable legal rights.
Customers who receive damaged, defective or incorrectly supplied glass should contact Autoboys Glass Services as soon as possible.
Autoboys will assess the reported issue and determine the appropriate remedy in accordance with applicable South African consumer legislation. Depending on the circumstances, the customer may be entitled to a repair, replacement, refund or another statutory remedy.
Nothing in this policy limits a customer’s rights relating to defective, unsafe or incorrectly supplied goods.
Customers must contact Autoboys before arranging the return of any glass purchased through the website.
Glass that has been fitted, permanently installed, altered or damaged will be assessed according to the circumstances and applicable legislation. The fact that glass has been fitted does not automatically remove any statutory rights the customer may have in respect of defective or incorrectly supplied goods.
Where a return is permitted, Autoboys will advise the customer on the return process and any lawful costs that may apply.
Certain online purchases may qualify for a cooling-off period under section 44 of the Electronic Communications and Transactions Act 25 of 2002 (ECTA). Where applicable, consumers may cancel within the prescribed period, subject to the statutory conditions and exceptions.
The cooling-off provisions do not apply to every transaction. Certain goods and services are excluded under the legislation, including goods made to a consumer’s specifications and services that commenced with the consumer’s consent before the end of the prescribed period.
Customers should contact Autoboys promptly if they wish to exercise a cancellation right. Applicable statutory refund periods and permitted charges will be observed.
After payment has been processed, an Autoboys representative will contact the customer to arrange the preferred fitment location, date and time.
Fitment arrangements are subject to confirmation, glass availability, stock requirements, location and scheduling.
If Autoboys is unable to supply the ordered glass or fulfil the order within the applicable agreed period, the customer will be notified, and the matter will be handled in accordance with applicable legislation.
To submit a cancellation, refund or product-related query, please contact:
Email: glassclaims@autoboys.co.za
Telephone: 010 600 8888
Please provide your order number, contact details and a brief description of your request to assist with the investigation.
This policy must be read together with the Autoboys website Terms and Conditions and applicable South African legislation, including the Consumer Protection Act 68 of 2008 and the Electronic Communications and Transactions Act 25 of 2002, as applicable.
Nothing in this policy is intended to exclude, restrict or waive any consumer right or remedy that cannot lawfully be excluded, restricted or waived.
Autoboys Glass Services reserves the right to update this policy from time to time, subject to applicable law. The terms applicable to an existing order will be determined in accordance with the applicable agreement and legislation.
