******** Clauses

23 August 2018: Visited iTile Centurion and selected tiles that I thought would be suitable for my kitchen. I explained my requirements and was advised that I will require about 3 boxes. Mr. Vyner informed me to make the payment asap to ensure I receive the tiles on Monday, 27 August 2018. He supp**** me with a quotation containing the banking details.

24 August 2018: Made EFT payment of R816.48. When I checked my account the transaction was marked as unsuccessful. I then made another payment. It just so happened that the payment went through twice. 24 August at 14:45 and 14:47. I informed iTile thereof.

27 August 2018: I called iTile to hear whether the tiles have arrived. I was informed that they are not there is as yet. I then decided not to continue with the purchase as they will not be suitable for my requirements after all.

28 August 2018: I went to iTile to inform them of the cancellation. They asked me to provide a reason and I explained that the tiles will have to be cut for the wall I want to tile. I was afraid that it will chip with the cutting. Mr Vyner informed me that they have someone that can offer this service and they usually do the cutting for iTile. He will obtain a quote and let me know asap. I called iTile again to hear from Mr Vyner, but he said the lady responsible for this service cannot cut the tiles as the job is not big enough. I informed them again that I rather want to cancel the purchase, but he assured me, that he will find another business that performs this service and will let me know asap. When I insisted on cancelling the purchase, they informed me that I may not cancel the purchase, because they have a policy that they do not refund a purchase of less than 10 boxes of tiles, which I never knew. This was not explained to me by anyone. I saw it for the first time when they pointed it out on the quotation (after cancellation), page 2, but I also did not sign and agreed to this. Should I have known, I would not have purchased it.

30 August 2018: The store manager (George) called me to inform me that the cutting of the tiles will cost me almost 3 x the tiles price (R2000). I told him that it is outrages, and that I want to cancel the purchase entirely. He told me that they will not refund me, because of their policy.

I called their head office, and the lady answering advised me to contact Manny who would be able to help me in this regard. He did not answer his phone, so I emailed him. I explained everything and added that because I am still in the 7 days of refund period I am protected by the Consumer Act. I may cancel the purchase for a full refund. I still have not received the tiles. It is still at iTile. George (iTile Centurion's Manager) called me to inform me that Manny, (the person at head office I was referred to) said they will come down with the cutting price by R600. Which brought it to R1400. It was still too much for me. I insisted once again on cancellation of the purchase.

I received a refund of R816.48 only 2 weeks after the payment was made. As for the other half, they refuse to refund me. I do not have the tiles nor my money and therefore I am taking this matter further.

Referring to their clause:

"Goods will only be accepted for credit and subject to a minimum of 15% handling fee if the following conditions are met: 1. It is arranged and approved with iTile management prior to returning of items. 2. Tiles only 10 boxes or more provided that iTile still have the same shade and calibre, 3. The product is in its original condition and packaging. 4. Should it be incorrect and opened, it will not be accepted for credit. 5. It is within a 7 day period from delivery date. 6. All special order items cannot be changed, returned or cancelled.

It clearly states that GOODS will only be accepted for credit……..

I do not have the goods meaning that I am not requesting a refunding – I just cancelled it (and before they had it delivered to them). I just want my money back and I have informed them on the 2nd working day already.