Refund and Return Policy

Last updated: November 6, 2025

Company: Monument Cleaning Solutions
Address: 2 Voortrekker Road, Silverfields, Krugersdorp, Gauteng, 1739
Website: https://www.monumentcs.co.za
Primary contact email: info@monumentcs.net
Office phone: +27 87 097 0250

1. Scope — Covered items This policy applies to all Products sold on the Website. All Products are eligible for return under the terms set out below where a valid Fault or Not‑as‑described condition is identified.
2. Eligibility window You must notify Monument of a Fault and request a return within 5 business days from the Delivery date.
3. Condition requirements for returns To be eligible for return under this policy, the Product must be returned in intact packaging with all original contents and labelling intact, unless otherwise agreed during the Evaluation.
4. Faulty or Not‑as‑described process Notify Monument as soon as you discover a Fault. Monument will perform an Evaluation within 24 business hours of receiving your return request. If the Evaluation determines the Fault is valid and attributable to a supplier or manufacturing error, Monument will proceed with refund, exchange, or other agreed remedy in accordance with this policy.
5. How to start a return Initiate a return immediately upon discovering a Fault by contacting Monument and providing the information listed in Section 6:
   • Email: info@monumentcs.net; or
   • Phone: +27 87 097 0250. Include your Order confirmation / Invoice reference when contacting us.
6. Information customers must provide to start a return When requesting a return, please provide:
   • The Order confirmation / Invoice from the Website;
   • A clear description of the Fault and where it was found on the Product;
   • If applicable, the batch number and expiry date for perishable Products (e.g., chemicals in liquid or powder form);
   • Photos or other evidence that support the complaint. Monument may request additional information during the Evaluation.
7. Return shipping responsibility and Evaluation outcome Return shipping will be free of charge to the Customer where Monument’s Evaluation confirms a valid Fault. Monument’s Evaluation timeframe is 24 business hours from receipt of the return request. Monument will notify the Customer of the Evaluation outcome and provide next‑step instructions (refund, exchange, collection, or drop‑off).
8. Return address and collection instructions Where possible, returns will be handled via the same delivery method used for the original Order. Alternatively, Customers may drop off returns at: 2 Voortrekker Road, Silverfields, Krugersdorp, 1739. If collection is required following a valid Evaluation, Monument will arrange collection and advise the Customer.
9. Fees or restocking charges There are no return fees or restocking charges when a complaint is validated through the Evaluation under this policy.
10. Refund method Refunds will be issued to the original payment method used for the Order (EFT or other payment method processed at purchase). If the Customer used an approved account facility with Monument (an active credit account), Monument may issue credit to the Customer’s account instead, where applicable.
11. Refund processing time After Monument confirms a valid Fault via Evaluation (completed within 24 business hours), Monument will process refunds or credits within 5 business days.
12. Exchange policy and process Exchanges are permitted where the Evaluation validates a supplier or manufacturing Fault and the Product is returned in intact packaging. Exchanges follow the same Evaluation and processing timelines as refunds.
13. Order cancellation rules before dispatch You may cancel an Order before dispatch. To cancel, contact Monument immediately at info@monumentcs.net or +27 87 097 0250. If the Order has already been dispatched, follow the return procedure in this policy.
14. Required proof and evidence To support a return request, Monument may require reasonable proof such as photographs of the Fault, the Order confirmation / Invoice, batch number or expiry date for perishable Products, and any serial or lot information if available.
15. Non‑returnable items All Products sold by Monument are returnable under this policy when a valid Fault is lodged and the Product is returned in intact packaging.
16. Dispute escalation and complaints If you are not satisfied with the outcome of the Evaluation, you may escalate the complaint to lfenner@monumentcs.net. Include your original complaint reference and any supporting documentation.
17. Privacy statement for return data Return‑related personal data is processed in accordance with Monument’s Privacy Policy. Personal data collected to process returns (name, contact details, order information, evidence) is used only to evaluate and resolve the return, prevent fraud, fulfil legal obligations and improve services. For privacy enquiries contact info@monumentcs.net.
    • Short privacy summary: Monument collects customer name, contact, address, payment and usage data as required to fulfil Orders and handle returns; payments are processed by Ecentric Payment Gateway or via bank EFT; Monument does not store card details.
18. Customer service contact and hours Office phone: +27 87 097 0250 Primary email for returns and refunds: info@monumentcs.net Office hours: Shown on the Website; refer to the Website for current opening times.
19. General terms This policy is in addition to any statutory consumer rights provided by applicable law. Monument may refuse returns that do not comply with this policy or where evidence reasonably indicates misuse or abuse of the returns process. Monument may update this policy from time to time; the most recent version will be posted on the Website

This policy is effective as of the “Last updated” date above and governs Monument’s returns and refunds; by placing an Order you agree to these terms.