Order Cancellation Policy

Applicable to all orders placed on benchworks.co.za

Effective Date: June 2025

1. Cancellation Before Dispatch — Physical Products

You may cancel an order for a physical product at no cost if the cancellation request is received before the order has been dispatched. To cancel, email store@benchworks.co.za immediately with your order number and the subject line ‘ORDER CANCELLATION’.

Once an order has been dispatched, it cannot be cancelled — please refer to the Refund & Returns Policy to arrange a return after delivery.

2. Cancellation of Digital Product Orders

Digital orders are fulfilled immediately upon payment confirmation. Because the product is delivered electronically at the point of purchase, cancellation is not possible once the download link or file has been issued.

If you have not yet downloaded or accessed the file, contact us within 2 hours of purchase and we will assess the request. This is a discretionary exception and not a guaranteed right.

3. Custom & Made-to-Order Products

Custom orders (non-standard ATC configurations, bespoke components) may be cancelled:

• Without charge — if cancelled before manufacturing has commenced
• Subject to a partial charge — if materials have been ordered or machining has begun; the charge will reflect actual costs incurred up to the point of cancellation
• Without refund — if the product has been completed and is ready for dispatch

Custom order status will be communicated by email. It is the customer’s responsibility to cancel in a timely manner.

4. CPA Cooling-Off Right

In accordance with Section 16 of the Consumer Protection Act, if your order was solicited through direct marketing or constitutes a distance transaction, you have the right to cancel within 5 business days of receiving the goods, subject to a reasonable handling charge not exceeding 15% of the purchase price. This right applies to physical products only.

To exercise this right, notify us in writing at info@benchworks.co.za within the 5-business-day window. The goods must be returned in their original condition and packaging.

5. Cancellation of Pre-Orders or Backorders

Pre-orders and backorders may be cancelled at any time before dispatch with a full refund, no questions asked. If you change your mind, simply email us.

6. Cancellations Initiated by Benchworks Tools

We reserve the right to cancel an order if:

• Payment cannot be confirmed or a payment dispute is raised
• The product is found to be out of stock after order placement
• Incorrect pricing was displayed due to a technical error
• The delivery address falls outside our supported shipping area

In all such cases you will be notified promptly and a full refund will be issued.

7. Contact

Cancellation requests: store@benchworks.co.za Please always include your order number to ensure prompt processing.