Your Statutory Rights
South African law gives you two separate rights whenever you buy from BSForge online. Nothing in this policy limits, waives, or replaces them — the sections below explain how BSForge handles returns in practice, on top of these rights, not instead of them.
7-day cooling-off right (Electronic Communications and Transactions Act, section 44). You can cancel any order placed through this website within 7 days of receiving the goods, for any reason, without penalty — no fault or explanation required. We'll refund everything you paid within 30 days of a valid cancellation; you cover the direct cost of returning the goods to us.
6-month right to repair, replacement, or refund (Consumer Protection Act, section 56). If goods you bought from us are defective, unsafe, or not fit for their intended purpose within 6 months of delivery, you can return them at our risk and cost, and you choose whether we repair, replace, or refund them in full. This right can't be limited or excluded by this policy, applies alongside any manufacturer warranty, and is completely unaffected by anything below.
The 7-day cooling-off right is subject to the exclusions in section 42 of the ECTA, which include goods made to your specification or clearly personalised. Our separate Custom Printing service — bespoke 3D prints made to your file, material, and finish — falls into that exclusion and isn't eligible for change-of-mind cancellation. Standard catalogue printers and filaments remain fully covered, including when you select a listed configuration option (e.g. tool-head count) — choosing from our standard options isn't the kind of personalisation the exclusion is about.
Filaments
Filaments qualify for the 7-day cooling-off right above: change your mind within 7 days of delivery and you're entitled to a refund. We ask that you return the spool and its packaging carefully so it can be resold, but opening or partially using a spool doesn't automatically remove your right to cancel — if a spool's condition affects the value we can recover, we'll discuss that with you directly rather than refusing the return outright.
On top of that, BSForge also offers a straightforward exchange for any filament within 7 days of purchase — opened or not — for common issues like wrong colour or print quality, since these usually only show up once you've started printing. It's often the simplest resolution, and one we can typically arrange without first having to agree on the exact condition of the return.
If a spool is genuinely defective, your 6-month rights above apply regardless of whether it's been opened, and you choose replacement filament, another remedy, or a refund.
Contact us before sending anything back — see How to Start a Return below. If the spool arrived faulty, incorrect, or damaged in transit, that falls under our shipping damage handling instead, and return shipping is on us. For 7-day cancellations and exchanges of non-defective spools, the customer covers return shipping unless we agree otherwise.
3D Printers
Printers qualify for the same 7-day cooling-off right above: change your mind within 7 days of delivery and you're entitled to a refund, less the direct cost of return shipping. Please return the printer with its accessories and packaging carefully — but having unpacked or briefly tested a printer doesn't automatically remove your right to cancel; if more extended use has affected the printer's condition or value, we'll discuss that with you directly rather than refusing the return outright.
Beyond that 7-day window, BSForge's policy is repair rather than a change-of-mind refund — as an authorised reseller rather than the manufacturer, that's what we can offer outside the statutory cooling-off period.
If a printer develops a genuine fault within 6 months of delivery, your rights above apply in full: you can return it at our risk and cost, and you choose whether we repair it, replace it, or refund you.
- The customer ships the unit back to BSForge (or we help arrange courier collection) — at BSForge's cost for a genuine fault within 6 months, and at the customer's cost for a valid change-of-mind return made within the 7-day cooling-off window.
- We inspect the unit and confirm the issue.
- For a genuine fault within 6 months, you choose repair, replacement, or a refund. Beyond 6 months, if a manufacturer warranty applies, we coordinate that with Prusa on your behalf — the remedy there is repair or replacement rather than a refund, and this manufacturer warranty applies in addition to, never instead of, your CPA rights above.
Damaged in Shipping
If your order arrives visibly damaged because of shipping or courier handling, contact us as soon as possible with photos of the item and its packaging. Goods that arrive damaged aren't fit for purpose, so this falls under the same 6-month right above: at no cost to you, we will repair it, replace it, or refund you — whichever you choose. Where repair or replacement is the outcome, we'll also apply a discount as a goodwill gesture for the inconvenience.
How to Start a Return
- 01
Get in touch first. Message us on WhatsApp, email info@bsforge.co.za, or use the Contact form with your order details and, if relevant, photos of the issue. Contacting us first helps us arrange the return correctly — including any collection or return shipping — but it does not limit or delay any statutory right you have to cancel or return an order.
- 02
We assess it. We'll review your case — usually within one business day — and confirm whether it's a cooling-off cancellation, a filament exchange, a genuine fault, or shipping damage, and what happens next.
- 03
We resolve it. Refund, replacement, exchange, or repair — whichever applies under this policy, including your choice under the Consumer Protection Act where it applies — is arranged directly with you. Physical returns go to BSFORGE, 144 Ria Road, Murrayfield, Pretoria, Gauteng, 0184 — always confirm with us first before sending anything.
Complaints & Disputes
If you're ever unhappy with how we've handled a return, a fault, or anything else, contact us directly first at info@bsforge.co.za or via WhatsApp — we aim to respond within one business day and resolve most issues directly.
If you're not satisfied with our response, you can escalate to:
- The Consumer Goods and Services Ombud (CGSO) — an independent dispute-resolution service for complaints against goods and services suppliers: cgso.org.za.
- The National Consumer Commission (NCC), which oversees compliance with the Consumer Protection Act: thencc.org.za.
- For privacy-related complaints specifically, South Africa's Information Regulator — see our Privacy Policy for contact details.
None of this affects your right to approach the South African courts directly at any time.
Reseller Disclaimer
BSFORGE (registration no. 2026/267894/07) is an authorised reseller of Prusa Research products in South Africa, based at 144 Ria Road, Murrayfield, Pretoria, Gauteng, 0184. All hardware sold is genuine and sourced through the official Prusa channel. Your statutory rights under the ECTA and CPA, set out above, apply in full regardless of BSForge's status as a reseller rather than manufacturer. Beyond those statutory windows, our repair-and-replace-focused approach reflects what we can practically offer as a reseller — not a limitation of your rights.
Questions about this policy? Contact us — we're happy to talk through your specific situation.
