FAQ

No refunds or exchanges will be permitted for any custom ordered parts or accessories or custom made products, relating but not limited to special sizes, materials, finishes or designs.

Late deliveries cannot be refunded. We will try out utmost best to have your items delivered within time. There might be delays on the odd occasion. Damages/losses during delivery might happen. We recommend taking additional insurance on fragile or high value items. Refunds on damaged or lost shipments without insurance cannot be done, but we will accommodate the client best we can to replace/repair the item/s at the client cost.

Any items sent back for any reason, will incur transport charges for which the client is liable for, unless Lourens Wurz Projects is clearly at fault.

Refunds can be arranged for items that are not in stock or have to be ordered in locally or internationally due to high sales volumes. Delays for international orders might occur and will be communicated best possible.

Refunds for services offered can only be approved by management, at it's discretion only, cannot be demanded. We will try our best to render the service the best we can!

Delays in manufacturing of custom item does happen. From loadshedding, stock availability or high volume in sales. Custom ordered items are non refundable.

Delays with regards to accepting quotes, making payment or any monies clearing in the bank affects a possible deadline for completion of your project. Please ensure that you order and pay for your product or service in time to ensure the completion within the specified deadline.

Lourens Wurz Projects reserves the right to refund any monies paid in full or minus cost incurred already to the client should the site of installation or service impede our standards including the materials used deemed to be below standard or poses a risk to client or property.

These are for the protection of the client and Lourens Wurz Projects

Payment terms are as follows:

Payment refers to payment made by client or company and cleared in bank account.

All products and spares requires a 100% payment made in full before ordering/manufacturing and delivering or installing. Callout/travel charges also requires a full payment.

Services, labour or installation work requires a 70% payment before work is carried out and the remaining 30% on day of completion unless otherwise agreed upon.  The deposit is for materials and such.

Payment methods accepted are cash, although we prefer EFT. Direct deposits made usually carries additional bank charges, which the client is responsible for.

No cheque, money market or e-wallet payment methods will unfortunately be accepted.

With each payment made we will send you a receipt as proof of payment received once the payment made has cleared in our bank account.

All product or materials remain the property of Lourens Wurz Projects until paid in full.

Warranty & Guarantee Guidelines

All our products carry a minimum 1-year warranty against poor manufacturing defects or workmanship. The warrantee is held with the manufacturer or supplier in the case of parts and accessories and not Lourens Wurz Projects. We will however try to assist best we can in resolving any issues relating to this. Lourens Wurz Projects or it’s staff can not be held responsible for any damages to property or persons.

All installation workmanship carries a 1-year warrantee. We endeavour to follow all local and/or international standard with safety and efficiency in mind.

All waterproofing work carries a season warrantee. The client is welcome to arrange their own professional waterproofing contractor. Waterproofing or recommended to be done twice yearly before winter and summer season. Leaks arising from damaged or poorly designed roofs or leaking/incorrect guttering systems cancels waterproofing guarantee.

2nd Hand items like flues or braais, fireplaces, or any internal part, although in decent condition does not carry any warranty in relation to itself or the surrounding products or workmanship.

Braai and fireplace servicing warrantee is held with the paint/material company. We will do our best to ensure the materials we use are used as instructed to ensure the best possible results. Note that very old/damaged and/or rusted braais or fireplaces cannot be serviced and considered to be "as new". Servicing is seen as a refurbishing/maintenance which should be done on an annual basis.

The warrantee is void under the following conditions:

• misuse, abuse, negligence, or improper use
• incorrect installation according to local and international standards and manufacturers guidelines
• general wear and tear
• sea air salt/moisture corrosion
• no mild steel can be guaranteed in coastal areas, galvanised or powder coated
• damage or corrosion from powder, liquid, chemical or gaseous substance in nearby vicinity or on any product
• waterproofing problems leading to corrosion
• breakdown of care or maintenance
• not using the product in the intended manner
• altering or repairing the product in any ways without authorised consent
• if the client orders a part or product and supplies the part number, sizing or specification which is incorrect
• defective/poor quality/improper designed flue systems, chimneys or incorrect cowls that causes the fireplace/braai not to function properly
• does not cover damage during storage or shipping/transport in warehousing, during transit, on site or during installation
• no glass is covered by any warranty unless found to be defective

All custom-made products carry the same warrantee as any other similar unless otherwise stated. Any custom-made items cannot be refunded or returned for credit.

Feel free to request warrantee/guarantee information on any product or service.

Any items can be quoted on to be shipped or delivered. The costs thereof is for the client unless otherwise stated. The client is welcome to arrange their own courier/transport company.

Fireplaces and braais does not include free delivery in the installation there of and will be quoted separately.

We endeavor to keep the client up to date with regards to shipping of product and spares at all times. Lourens Wurz Projects cannot be held responsible for any damages/breakages/loss or damage to shipments. Should you feel unsure, we then recommend adding insurance with fragile or high value items. Insurance charges are for the client.

All charges for returns or exchanges are for the client unless otherwise agreed on.

Certain areas like outlying, remote areas, farms, townships etc. might carry additional cost which is for the client.

Deliveries will only be done Monday to Friday, 08:00 to 17:00. Please ensure that someone is present to receive the delivery. In the event that there is a second delivery attempt, there might be additional charges for the client if imposed by the courier company.

Any manufacturing of replacement parts, accessories, flue pipes, cowls or braai and fireplaces which is standard will take 7-10 working days to complete. Utmost care and passion is taken into manufacturing your items for you. In the event of any delays, manufacturing might take up to 14 working days. We will however keep you up to date with lead and/or completion times.

Specials or custom ordered items of any kind applies to same manufacturing time as standard items, except in rare situations where it may take up to 14 working days to complete due to the custom-nature of the item.

Please note that as per our payment term, no item can be manufactured without a full payment or deposit payment which will be agreed upon.

Any special part orders that need to be imported will be given an estimated time of delivery, but are subject to import and/or port customs regulations which may affect lead/delivery times.

Any custom ordered item for which the client specifies the size, material or finish with any special added-on items cannot be refunded or exchanged. Should the client supply us with the incorrect specifications, we can assist to have it returned, altered and delivered at the client cost, if possible.

Installation of braais are never always as straight forward as it might seem. We endeavor to install your braai to the highest of standards.

We will use the best quality materials and follow the preferred installation methods and guidelines as set out by the manufacturer and Lourens Wurz Projects.

Any existing braai can be removed by having the unit cut out by plasma cutter, cutting torch or angle grinder. Another option would be to cut into the existing brick work and remove the unit.

Each option has to pros and cons. Feel free to ask us to explain them to you.

The size of the unit needs at least a preferred clearance to the brickwork inside the cavity of at least 20mm or as per manufacturer guidelines for insulation to prevent mortar corrosion.

Each braai will have a recommended flue size which is very important for proper drafting of smoke, by products resulting from the burning of wood/charcoal/briquettes or Co² poisoning which should be adhered to. The better a chimney/flue stack draws the smoke upwards and outwards, the less wood you must use and the more heat is radiates.

Flue and chimney lengths, bends, dampers, size, possible leaks and cowl play an important role in the drawing of smoke.

Please take note that during the removal and installation of any braai we might come across some problems like poorly designed chimneys, building faults or defects, fire hazards or  waterproofing problems that is not visible to the naked eye before removal and only seen after the removal. That will be quoted on, in addition to the work already quoted on. Many of these issues affect the completed projects' overall and safety standards.

We can quote on additional rebuilding of brickwork, plastering, tiling or cladding. You are welcome to source you own tiles or cladding or make use of your own contractor.

All fireplace installations are done strictly to the manufacturers guidelines whether it's a locally manufactured or imported unit. We also follow all local and international standards when installing your fireplace to ensure safety and efficiency for many years to come.

There are many different fireplace installation to choose from. No two installations are the same. We recommend a site visit or a few photos taken from where the fireplace plans to be installed, all the way up to the ceiling, through the roof or through the wall to the outside and up towards the roof.

We use only the best quality materials. There are many cheaper options available like thinner flues, lower grade steel used or poor quality insulated flue pipes. These might save you on the installation material, but will surely end up costing more a year or more down the line.

The proper fitted cowl makes a huge difference in performance of your fireplace. A different cowl is used for an open fireplace against a closed combustion fireplace. A fireplace that's not drawing the smoke isn't producing the correct amount of heat required to heat the room space.

When installing a fireplace we do our utmost best to give you the highest quality service. There are many things we will do, but ultimately there are a few things we do not do.

These are the following:

• Electrical work: Unfortunately we do not do any electrical work. Not only is this against the law and unsafe to you and your property.

• Rubble removal: We do not automatically include rubble removal into your installation. We can however remove the rubble at a cost.
• Plastering, tiling, painting or cladding: These are also not included in the installation cost, but can be arranged or the client can make use of their own contractor.
• Delivery of fireplaces/braais: This shown on the quote and installation. Keep in mind any damages that might occur during the delivery process. We prefer that the supplier does the delivery as they know best how to handle and offload the goods.
• Special equipment for the installation: Equipment like scaffolding for very high installations. We like to do things safely! Rubble skips for larger projects can be quoted on for easy removal and less chance of damage to your properly.

Lourens Wurz Projects endeavors to complete your project to the highest standards possible. We are proud of the work we do!

If you are not sure of what to expect when dealing with us, please feel free to ask as many questions as you would like!

Both the client and the contractor needs to be as transparent in their dealings to avoid miscommunication or unreasonable expectations.

At times, a 20 years old unit or item that hasn't been cleaned in years cannot be serviced or repaired and brought back to it's original state. A service is there as a maintenance option or prevention of hazards which needs to be done on a regular basis.

We can service or repair your unit for you, but the client needs to do some maintenance to ensure the appliance is safe and works reasonably well.

Any materials or products purchased by the client or supplied by the client, needs to conform to local and international standards and codes and any failure in quality or design cannot be held against Lourens Wurz Projects.

Should the client expect work of any kind or installation done in a specific way or to a certain way by the manufacturer of an item, which then appears to be faulty or unsafe, the guarantee cannot be held against Lourens Wurz Projects. We will do the work, endeavor to complete it in the best way, but the procedure or manner of work will fall back to the manufacturer.

Our business hours are as follows:

Unfortunately we do not have a showroom. All our product can be viewed online at you leisure.

We welcome the opportunity to supply you with any custom made to order items. In fact, we pride ourselves as being one of the few companies to offer more custom made products than standard manufactured products.

Whatever the size or specification, we will try our best to make it up for you! Custom made carries the same attention to detail and high quality manufacturing procedures than any other standard products.

Mild Steel:

Mild steel is a steel which contains only a small percentage of carbon and is strong and easily worked but not readily tempered or hardened.

Stainless Steel:

Stainless steel is a a form of steel containing chromium, resistant to tarnishing and rust. Most common finishes include: brushed, satin, matt and mirror finishes, Stainless steel comes in 430, 304 and 316 grades.

Finishes:

Hot-dip galvanizing is a process of applying a protective zinc coating by dipping product in bath of molten zinc.

Electro galvanizing is a process where zinc is applied by using a current of electricity. It is a thinner coating than hot dip galvanizing making it unsuitable for outdoor application

Sometime we are on site, in an area with poor cellphone signal, on or inside a roof space and are not able to take your call immediately. We suggest leaving a voice message, sending an email or whatsapp message with details. We will try our best to respond back as soon as possible.

Please note that all products and services can vary in price from time to time without notice. Some items are ordered and shipped in from all over the world and exchange rates apply. Changes in fuel and materials concerning certain services may fluctuate and will be charged according.

Although we endeavor to keep our stock up to date best we can, it might happen that certain items will sell quicker in certain seasons or times of the year. Certain products or spare parts being ordered in internationally may take longer to deliver or install. We will do our utmost best to keep the client informed all the way.

Doing regular maintenance and inspections on your fireplace or braai is crucial to performance and safety.

A sweep of the chimney or flue, checking of vermiculite linings, door seals, dampers and baffle plates, all braai parts and general condition of the braai or fireplace can be arranged by us.

Should you need help, Lourens Wurz Projects will gladly assist.

Each fireplace, room space and customer needs are different.

Here's how you can correctly size a fireplace (Kw) for your room:

STEP 1

Calculate your room  volume (m³)

Measure your room width, length and height, as illustrated in the figure below. Multiply those figures with each other to get your room volume.

STEP 2

Multiply the cubic meters by the relevant insulation factor below:

Poorly insulated room: 0.06

Well insulated room: 0.035

*The result, measured in kilowatts, is the minimum heat output required.

Most homes in South Africa are well insulated. Please take note that choosing too big output fireplace will result in too much heat, meaning that you will not use that fireplace to it's optimum, resulting in soot/creosote buildup in the chimney and flue. Choosing a fireplace with too low an output will result in the room space not being heated to properly, compensating by over-firing the fireplace which will lead to damage and poses a safety risk.

Should you need any assistance, please feel free to contact me to discuss the various options.

Yes. The client are most welcome to arrange their own installation. Keep in mind that doing your own installation isn't always recommended. It's always better to make use of a professional. An incorrect installation will affect the warrantee of the product.

Any client is welcome to source their own materials like building materials, fireplaces, braais, flue pipes, paint or any other materials not listed.

The guarantee will fall back to the supplier or manufacturer, installation procedure will fall back to the supplier or manufacturer.

Any materials supplied not to be correct or unable to complete the work on site will fall back to the client, supplier or manufacturer.

Lourens Wurz Projects will endeavor to use the materials in accordance to specific instructions or local/international standards, but cannot be held responsible for any failings in quality or safety concerns.

We reserve the right to refuse any materials deemed not acceptable to our standards or refuse to complete any work if it affects our warranties/guarantees.

Should you still have any questions, please feel free to contact us to discuss.