Frequently Asked Questions

Answers to Common Questions

This FAQ page is here to provide you with quick and easy access to information about our products and services. We understand that you may have questions and we want to make sure that you have all the information you need. If you have a question not answered here, please contact us and a member of our customer service team will gladly assist.

Product Information

What are the primary products that you offer?

We offer a range of products designed to meet the requirements of a diverse set of industries and applications. Our products include sanitaryware, medical equipment, food processing equipment, hygiene equipment, and many others. The main industries that we serve are construction, health care, food processing and foodservice, mining, and the public sector. Our products offer solutions to both individuals and companies alike. 

Where are your products manufactured?

We manufacture our products at our facility in Ekurhuleni, South Africa using locally sourced materials. We take care to ensure that we source our materials responsibly from suppliers within South Africa.

How can I get information about your products?

Information about our products can be found on our website, including detailed product brochures, specifications, images, and videos. If you can’t find the information you’re looking for or you have any questions, please don’t hesitate to contact our team.

Do you offer rental, trial, or sample products?

We do not offer rental, trial or sample products as we manufacture our products to order. However, customers can place a small order to test and evaluate the product before committing to a larger purchase and our team is available to assist and find a solution that meets their needs.

Can you make custom designed or manufactured products?

We can make custom designed and manufactured products using state-of-the-art 3D CAD solutions. We can also help with modifying a product to fit a specific application or bringing a unique idea to life. Lead time and cost for custom made products may vary based on design complexity and quantity.

What are the dimensions and weight of your products?

The dimensions and weight of our products can be found on the product page of our website. If for any reason, the information is not available on the product page, please contact our team and we will be happy to assist you with this information. Please note that dimensions provided are for reference only and we cannot guarantee their accuracy.

Are there any safety precautions to be taken when using your products?

Safety precautions for our products vary and can be found in the product’s operating manual or user guide on the product page of our website. If you have any doubts or concerns about the safe use of the product, please contact us.

What is the recommended use or operating instructions for your product?

The recommended use or operating instructions for our products can typically be found in the product’s operating manual or user guide which can be found on the product page on our website. If you are unable to find the operating manual or user guide for your product, please don’t hesitate to contact our team.

Quoting and Pricing

How do I request a quote from Basterfield?

You can place a request a quotation from us by submitting a request for quotation via our website or by contacting our team directly. Our team will assist you with the process and provide you with any information or assistance you may need.

What are the lead times for your products?

Our lead times for products vary depending on the product and the quantity of the order. Typically, our lead times range from 10 to 15 working days from the date of the deposit payment for the order. We recommend that you contact our team for a specific delivery estimate for your order. Our lead times are quoted in working days which exclude South African public holidays and days on which our company is closed.

Why can’t I view the prices of some of your products on your website?

Many of our products are made-to-order, and pricing can vary greatly depending on the specific requirements and specifications of each individual order. Because of this, we do not list pricing for many of our products on our website. Instead, we offer personalised quotes for each order based on the unique needs and specifications of our customers.

What is your pricing structure?

Our pricing is based on several factors, including product type, quantity, and any custom options or features. We will provide you with a detailed quote for your order once we have all the necessary information.

Do you have minimum order quantities?

Only a few of our products have minimum order quantities which vary depending on the product. Most of our products do not have a minimum order quantity. Please contact our team for more information on specific minimum order quantities for your order.

What documentation do you provide inclusive of the order?

Our quoted price includes all certificates and documents required for a sale in South Africa. We can supply additional documentation, such as SADC Certificates of Origin; however, these may be subject to a documentation fee. Please provide our team with your documentation requirements at time of quoting.

Order and Payment

How do I place an order?

You can place an order by contacting us directly, either by phone or email. You will need to provide us with your contact information, product details, and any special instructions.

What are your payment terms?

For manufactured-to-order items, we require a 50% deposit, with the balance due before collection. For stock items, up-front payment is required.

How can I track my order?

Once your order has been placed, you will receive a confirmation email with the details of your order. If you would like an update on the status of your order, please contact our team with these details and we will be happy to assist you with more information.

What forms of payment do you accept?

We accept payments through electronic fund transfers and bank deposits, but we do not accept debit and credit card payments or cash payments on our premises.

Can I cancel my order?

It depends on the stage of the order. If the order has not yet been processed or production started, we may be able to cancel it and issue a refund. However, if the order has already been processed or production has started, it may not be possible to cancel it and we will not be able to issue a refund. Please contact our team as soon as possible to discuss the possibility of canceling your order. They will be able to advise you on the next steps and the terms and conditions of our policy.

Collection and Delivery

How do I collect my order?

When your order is ready for collection, our team will send you a notification. Our opening hours and location can be found on our Contact Us page. Our team will be happy to assist you when you arrive. If you are arranging a courier or freight carrier to collect your order, please provide us with the waybill in advance so we can attach it to your order.

Do you offer delivery?

Yes, we offer a delivery service for our products across Southern Africa. Our quotes are exclusive of delivery; however, if you require this service, please let us know and we will quote on delivery.

Can you ship orders internationally?

We do have the capability to ship our products internationally. However, please note that we will have to confirm the shipping costs and the regulations for the country in question. Additionally, the transit time will be longer than local delivery.

What packaging are your products provided with?

Our products are either packaged in a suitably sized stock box with protective filling, or bubble wrapped. We can provide either pallet or crate packaging upon request. If you require this, or other packaging, please advise us at time of quotation so our team can ensure this is included.

How long will it take to receive my order once despatched?

Delivery times will vary depending on your location and the size and weight of your order. Once your order has been dispatched, we will provide you with a tracking number and the estimated delivery date. If you have any questions or concerns about the delivery of your order, please do not hesitate to contact our team and we will be happy to assist you.

Warranty and Returns

What are your warranty terms?

Our warranty terms vary depending on the specific product. The warranty information can typically be found in the product’s manual or on the product page of our website. If the product is defective within the warranty period, we will repair or replace the product free of charge. All warranty claims are subject to inspection and approval by our team.

How do I submit a warranty claim?

To submit a warranty claim, please contact our team with the order information and detailed description of the problem you are experiencing with the product. Our technical team will review your claim and, if the product is found to be defective within the warranty period, we will repair or replace it free of charge. We are committed to providing our customers with the highest level of service and we will work with you to resolve the issue as quickly as possible.

What is your returns policy?

Our returns policy states that if you need to return a product, it must be done within 10 working days of receipt and returned to our facility. We may charge a processing fee for any goods returned for reasons other than non-conformity with the warranty. For products that have been manufactured to order, we may only process a refund once we have secured a new sale for the returned product. If you have any questions about our returns policy, please contact our team for assistance.

Technical Support and Service

Do you offer installation, repair, and maintenance services?

At our facility, we offer a range of services including repair and maintenance. This allows us to ensure that our customers’ equipment is operating at the highest level of efficiency and safety. While we don’t offer on-site installation or services, we strive to provide the best possible service to our customers through our facility-based service options.

How can I schedule a service appointment for my product?

You can schedule a service appointment by contacting our team. They will be able to assist you with scheduling a service appointment at our facility.

How long does it usually take to repair or service a product?

The time it takes to repair or service a product can vary depending on the specific product and the nature of the issue. We will provide you with an estimated time frame once we have assessed the product.

What if my product is not functioning properly?

If your product is not functioning properly, please contact our team as soon as possible. They will be able to assist you with troubleshooting and provide you with more information on how to proceed.

What should I do if I have a question about my product?

If you have a question about your product, please contact our team. They will be able to assist you with any questions you may have.