Terms of Use

Last updated: 1 September 2026

1. About these terms

These Terms of Use govern your access to and use of https://hydrofire.co.za (“the Website”), including purchases made through the Website.

The Website is operated by Hydrofire (Pty) Ltd, registration number 2013/001303/07, registered in the Republic of South Africa (“Hydrofire”, “we”, “us” or “our”).

Our principal place of business is:
12 Milner Street
Paarden Eiland
Cape Town
7405
South Africa

We also operate showrooms in Johannesburg (112 Rabie St, Fontainebleau, Randburg, 2032) and George (9 Brick Road, George Industrial, 6536).

By using the Website or placing an order, you agree to these Terms of Use. If you do not agree, please do not use the Website.

Nothing in these terms limits any rights afforded to you under applicable South African law, including the Consumer Protection Act 68 of 2008 and the Electronic Communications and Transactions Act 25 of 2002.

Consumer protections referred to in these terms apply to the extent that the relevant legislation applies to the particular customer or transaction.

2. Website use

You may use the Website only for lawful personal or commercial purchasing purposes.

You may not:

• Use the Website fraudulently or unlawfully
• Attempt to gain unauthorised access to the Website or its systems
• Introduce viruses, malicious code or harmful technology
• Interfere with the operation or security of the Website
• Copy, scrape or reproduce Website content for commercial use without our written permission
• Submit false, misleading or fraudulent information
• Use another person's account or payment details without permission

We may reasonably restrict or suspend access where we suspect fraud, misuse, a security threat or unlawful activity.

3. Product information

We take reasonable care to ensure that product descriptions, specifications, prices, dimensions, colours and images are accurate.

However:

• Product colours and finishes may appear differently depending on your screen
• Natural materials may have reasonable variations in colour, grain, texture and finish
• Handmade products may contain reasonable variations
• Product specifications and designs may change
• Images may include accessories, décor or installation elements that are not included with the product
• Dimensions and weights may be approximate unless expressly stated otherwise

Any material change affecting an order already accepted will be communicated to the customer where reasonably possible.

Please review the complete product description before ordering and contact us if a particular measurement, finish, feature or specification is essential to your purchase — this is particularly important for fireplaces, flues, gas fire pits, braais and other technical or installed products, where correct sizing and specification affect safety and fit.

4. Prices and availability

All prices are displayed in South African rand and include applicable taxes unless clearly stated otherwise.

Shipping, delivery, installation and any other applicable charges will be displayed separately before the order is completed.

Products are subject to availability. Placing an item in your basket does not reserve it.

Although we take reasonable steps to prevent errors, a product may occasionally be displayed with an incorrect price, description or specification. If this happens before an order is accepted, we may contact you to confirm whether you wish to proceed using the correct information.

We will not charge a corrected price without your agreement. If you do not wish to proceed, or if an affected order cannot be fulfilled, we will cancel the affected item and refund any amount already paid for it.

5. Orders and acceptance

Before completing an order, you will have an opportunity to review the products, quantities, prices, delivery information and other order details, correct mistakes or withdraw from the transaction.

Submitting an order constitutes an offer to purchase the selected products.

After placing an order, you should receive an electronic acknowledgement. This confirms that we have received your order but does not guarantee stock availability or constitute final acceptance.

An order is accepted once payment has been confirmed and we issue confirmation that the order is being processed, prepared for collection or dispatched.

We may decline or cancel an order where:

• The product is unavailable
• Payment cannot be authorised
• The price or product information contained a material error
• We reasonably suspect fraud or unauthorised activity
• Delivery to the supplied address is not reasonably possible
• The order breaches these terms or applicable law

If we cancel an order after receiving payment, we will refund the affected amount using the original payment method.

Unless another timeframe has been agreed with you, we will take reasonable steps to fulfil an accepted order within 30 days.

If a product becomes unavailable after payment, we will notify you and refund the amount paid for the unavailable product within 30 days.

6. Payment and payment security

Payment may be made using the methods displayed and available at checkout.

You confirm that:

• The payment information supplied is accurate
• You are authorised to use the selected payment method
• Sufficient funds or credit are available
• The billing information supplied is correct

Payments may be processed by independent payment-service providers. Their own terms, security procedures and privacy practices may apply.

We use payment systems and service providers intended to meet accepted security standards applicable to online transactions.

We do not directly store complete payment-card details where payment is processed by an independent payment provider.

We do not guarantee that every payment method will remain available at all times.

7. Order records

An electronic order confirmation will be sent to the email address supplied during checkout.

We retain electronic order and transaction records for a minimum of five years after the transaction, or for a longer period where reasonably required by applicable law, accounting requirements, dispute resolution or legitimate business purposes.

Customers may contact us at sales@hydrofire.co.za to request available records relating to their orders. We may require reasonable proof of identity before releasing order information.

8. Shipping, delivery and collection

Shipping costs are calculated at checkout. Delivery timeframes are estimates and may be affected by stock availability, courier schedules, product size, destination and accessibility.

Customers may select collection from our Cape Town, Johannesburg or George showrooms where this option is available.

Full delivery, collection and turnaround information is available in our Shipping and Delivery Policy, which forms part of these terms.

You are responsible for supplying an accurate delivery address and informing us before delivery of any relevant access restrictions, including:

• Stairs or narrow entrances
• Security or access-control requirements
• Restricted vehicle access
• Complex or estate access requirements
• Any other condition that may reasonably affect delivery

You or an authorised representative should be available to receive and inspect the order.

Risk in the products passes to you when the products are delivered to you or collected by you or your authorised representative.

Ownership passes once we have received full payment for the products.

9. Inspection of deliveries

Please inspect your order as soon as reasonably possible after delivery or collection.

If an item arrives damaged, defective or incorrect, contact sales@hydrofire.co.za (or jhbsales@hydrofire.co.za for Johannesburg orders) promptly and provide:

• Your order number
• A description of the issue
• Clear photographs of the product and packaging
• Any other information reasonably required to assess the matter

Signing a delivery document confirms receipt but does not remove any mandatory rights you may have under South African consumer law.

10. Returns, exchanges and refunds

Our standard return period is 14 days from delivery, subject to the conditions and eligibility requirements contained in our Refund and Returns Policy.

Items returned under our standard change-of-mind policy generally need to be:

• Unused
• In their original condition
• In their original packaging
• Accompanied by valid proof of purchase

Certain customised, personalised, cut-to-length, opened, hygiene-sensitive or specially ordered products may not qualify for a change-of-mind return where permitted by law. This may include made-to-measure flues, cut piping, and custom-installed fireplace units.

Any restriction relating to promotional, sale or otherwise excluded items does not remove your statutory rights where goods are defective, unsafe, incorrectly supplied or otherwise fail to comply with applicable consumer legislation.

Approved refunds will ordinarily be processed using the original payment method. The time taken for the funds to reflect may depend on the relevant bank or payment provider.

Statutory online cooling-off right

Where section 44 of the Electronic Communications and Transactions Act applies, a consumer may cancel an eligible online purchase without reason or penalty within seven days after receiving the goods.

The only amount that may be charged to the consumer for a cancellation under this statutory right is the direct cost of returning the goods.

Where payment has already been made, the applicable payment will be refunded within 30 days after cancellation, subject to the return of the goods.

This statutory cooling-off right may not apply to certain transactions, including:

• Goods made to the consumer's specifications
• Clearly personalised goods
• Goods that, by their nature, cannot be returned
• Goods likely to deteriorate or expire rapidly
• Other transactions legally excluded from the cooling-off right

Our additional 14-day return policy does not limit any separate statutory right available to a consumer.

11. Special and customised orders

A product is considered a special or customised order where it is sourced, manufactured, altered, cut, finished or prepared specifically for the customer — for example, flues cut to length, made-to-measure fireplace surrounds, or bespoke central heating and plumbing installations.

Before confirming a special or customised order, the customer is responsible for checking all relevant specifications, including dimensions, quantities, materials, colours and finishes.

A customer may request cancellation of a special or advance order before delivery. Where permitted by law, we may charge a reasonable cancellation fee based on the nature of the order, the notice provided, work already completed, costs incurred and our ability to resell the product.

Nothing in this section excludes a customer's rights where a specially ordered product does not reasonably conform to the agreed material specifications or is defective.

12. Warranties and product suitability

Products may be covered by a manufacturer's warranty or another express warranty communicated on the product page or supplied with the product.

Warranty coverage may be affected by:

• Misuse, abuse or neglect
• Unauthorised alteration or modification
• Incorrect or unauthorised installation
• Failure to follow operating, cleaning or maintenance instructions
• Normal wear and tear
• Use outside the product's intended purpose

These exclusions apply only to the extent permitted by law.

Eligible goods are also covered by the implied warranty of quality provided under the Consumer Protection Act.

Where qualifying goods are unsafe, defective or fail to meet the applicable standards within six months after delivery, the consumer may be entitled to return them at the supplier's risk and expense and choose a repair, replacement or refund, subject to applicable law.

If repaired goods experience the same unresolved defect, or a further defect is discovered within three months after the repair, the customer may have the right to a replacement or refund under applicable law.

Nothing in a manufacturer's warranty replaces or reduces a mandatory statutory warranty.

13. Installation, safety and intended use

You are responsible for confirming that a product is suitable for its intended location, environment and use.

Fireplaces, flues, gas fire pits, braais, pizza ovens, outdoor kitchens, central heating and plumbing equipment, and other products involving heat, flames, fuel, gas, electricity or technical installation must be installed, operated, cleaned and maintained in accordance with:

• The manufacturer's instructions
• Product warnings and safety information
• Applicable building and safety requirements
• Applicable gas, electrical and fire-safety requirements
• Any requirements imposed by a competent authority

Products requiring specialist installation — including gas appliances, flues and central heating systems — must be installed by a suitably qualified or authorised person where required.

Never use a product in an enclosed or unsuitable location unless the product has been expressly designed and approved for that use.

Customers must maintain appropriate clearances from combustible materials and supervise children and animals around fire, heat and cooking products.

Failure to follow installation, operating or safety instructions may cause fire, injury, death or property damage and may affect warranty coverage to the extent permitted by law.

Important product-specific warnings and installation requirements appearing on the product page, packaging, manual or accompanying documentation form part of the applicable product instructions.

14. Intellectual property

All Website content, including text, photographs, graphics, logos, product information, layouts, videos and design elements, is owned by or licensed to Hydrofire and is protected by applicable intellectual-property laws.

You may view and download Website content for personal, non-commercial use only.

You may not reproduce, modify, distribute, sell, publish or commercially exploit Website content without prior written permission.

Nothing in these terms transfers ownership of any intellectual property to you.

15. Reviews and submitted content

If you submit a review, photograph, comment or other content, you confirm that:

• The content is truthful and based on your genuine experience
• You own the content or have permission to submit it
• It does not violate another person's rights
• It is not unlawful, abusive, defamatory, misleading or fraudulent

You grant Hydrofire a non-exclusive, royalty-free, worldwide right to reproduce, display, publish and use that content for Website, customer-service and marketing purposes, unless otherwise agreed.

We may moderate or remove submitted content that breaches these terms or applicable law.

16. Privacy and cookies

We process personal information in accordance with our:

• Privacy Policy
• Cookie Policy

By placing an order, you acknowledge that transactional communications may be sent where necessary to:

• Process payment
• Confirm and fulfil the order
• Arrange delivery or collection
• Provide safety, warranty or after-sales information
• Respond to customer-service requests

Marketing communications will be handled according to your preferences and applicable law. You may use the unsubscribe facility provided in a marketing message or contact us to update your preferences.

17. Third-party services and links

The Website may contain links to external websites or use third-party services such as payment gateways, couriers, mapping services, analytics platforms and social-media services.

We are not responsible for third-party websites, content or services that we do not own or control.

Your use of those services may be governed by the relevant third party's own terms and privacy policies.

A link to a third-party website does not necessarily constitute an endorsement of that website or its content.

18. Website availability and events beyond our control

We aim to keep the Website accurate, secure and available. However, uninterrupted or error-free access cannot be guaranteed.

We may temporarily suspend, restrict or modify the Website for maintenance, security, technical or operational reasons.

We are not responsible for a delay or failure caused by circumstances reasonably beyond our control, including:

• Internet or utility outages
• Courier or transport disruption
• Severe weather or natural disasters
• Strikes, civil unrest or government action
• Supplier interruption
• Cyber incidents not caused by our failure to take reasonable security measures
• Failures affecting third-party systems

We will take reasonable steps to communicate material delays affecting accepted orders and to perform or provide an appropriate remedy where required by law.

19. Limitation of liability

To the maximum extent permitted by law, Hydrofire will not be liable for indirect, incidental, special or consequential losses arising solely from the use of, or inability to use, the Website.

We are not responsible for loss resulting from:

• Unlawful or unauthorised use of the Website
• Failure to follow product instructions or safety warnings
• Incorrect installation performed by the customer or an unauthorised third party
• Use of a product for a purpose for which it was not designed
• Information or services provided by an independent third party that we do not control

This section does not exclude or limit liability that cannot lawfully be excluded or limited.

Nothing in these terms excludes liability for gross negligence, fraudulent conduct or any mandatory consumer-protection right or remedy.

20. Complaints and dispute resolution

If you have a complaint or dispute, please contact us first at sales@hydrofire.co.za so that we can attempt to resolve the matter directly.

Please include:

• Your name and contact information
• Your order number, where applicable
• A description of the complaint
• The remedy or outcome requested
• Any relevant supporting documents or photographs

Nothing in these terms prevents a consumer from approaching a competent consumer-protection body, ombud, regulator or court where permitted by law.

We do not subscribe to a specific alternative dispute-resolution code unless expressly stated on the Website.

21. Changes to these terms

We may amend these Terms of Use from time to time.

The version applicable to an order is the version published when that order is placed, unless a change is required by law or is expressly agreed with the customer.

Material changes will not retrospectively remove rights arising from an order already accepted.

The latest revision date will appear at the top of this page.

22. Governing law

These terms and your use of the Website are governed by the laws of the Republic of South Africa.

Any dispute will be dealt with by a court or other competent body having jurisdiction under applicable law.

23. Severability

If any part of these terms is found to be invalid, unlawful or unenforceable, that part will be treated as removed or limited only to the extent necessary.

The remaining provisions will continue to apply.

24. Entire agreement

These Terms of Use, together with the policies and product-specific terms linked or referred to in them, constitute the agreement governing use of the Website and purchases made through it.

If there is an inconsistency between these Terms of Use and a product-specific written agreement accepted by both parties, the product-specific agreement will apply to that product to the extent of the inconsistency, subject to applicable law.

25. Contact us

For questions about these terms, an order or the Website, contact:

Hydrofire (Pty) Ltd Registration number: 2013/001303/07

Cape Town Email: sales@hydrofire.co.za Mobile: +27 21 510 0980 WhatsApp: +27 69 683 0472 Address: 12 Milner Street, Paarden Eiland, Cape Town, 7405, South Africa

Johannesburg Email: jhbsales@hydrofire.co.za Mobile: +27 10 615 0899 WhatsApp: +27 82 640 6559 Address: 112 Rabie St, Fontainebleau, Randburg, 2032, South Africa

George Email: sales@hydrofire.co.za Mobile: +27 44 004 0529 Address: 9 Brick Road, George Industrial, 6536, South Africa

Website: https://hydrofire.co.za