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Returns and refund policy

updated 05/03/2021          

14 DAY SATISFACTION GUARANTEE
Your home should be perfect. If you decide that you're not satisfied with your Furniturespot purchase, we want to help. Below, you'll find the information you need to complete a successful exchange or return of your Furniturespot item


SPECIAL UPDATE: COVID-19
Furniturespot will do its utmost best to manufacture and deliver within our agreed timelines during the COVID-19 pandemic. Our team monitors the situation every day how we can make sure our supply chains are not going to be affected by the corona virus. If we run into a delay please bear with us. In case South Africa faces a complete lock down we will deliver your item as soon as possible. 


Custom products orders vs standard product orders
You can order two different type of products on our platform.


STANDARD PRODUCT ORDERS
Our standard products are those products you can order directly from our platform. You can choose between standard sizes, our standard colour and fabric ranges and/or our material options. Your standard product order can be exchanged and/or returned. Please find below our exact return & exchange terms.


CUSTOM PRODUCT ORDERS
You can also request for an item to be custom made. You can choose your own dimensions, your own colour, your own materials and/or choose your own fabric. However, your custom-made product order cannot be exchanged or returned. If there is an error Furniturespot will rectify the fault.  Please find below our exact terms for custom made orders.


EXCHANGES
We offer an exchange of the product within 14 days of delivery. Please note that exchanges are not possible on custom made product orders and protective screens.

To exchange an item, get in touch with our team. They will note the piece(s) you’d like to exchange, and work with our delivery partners to coordinate a pick-up and drop off date. Exchanges are always subject to product availability at the time of the request for exchange. 

In the event you exchange for an item that costs less than your initial purchase, the difference will be refunded back to the payment method used in the transaction. Please note it may take up to 14 business days for your refund to appear in your South African bank account.

Should you choose to exchange for an item that costs more than your original choice, the customer care agent will help you organize your exchange and will process your outstanding charge.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.


EXCHANGE SHIPPING FEES
There are no shipping fees applicable when you exchange the product.
 

EXCHANGE IN ORIGINAL PACKAGING
We love our furniture, and we want you do too. When we ship our products, we pack them very carefully to avoid shipping damage. We ask that you place your returned item in its original packaging.
 

EXHANGE MUST BE IN AS NEW CONDITION
We are only able to accept exchange product in as-new condition. Products with scratches, stains, damages, drilling, or other modifications cannot be exchanged.


RETURNS
Our return policy lasts 14 days. If 14 days have gone by after delivery, unfortunately we can’t offer you a refund. Please note that refunds are not possible on items on sale and custom-made product orders. For hygiene reasons, returns of protective screens will not be facilitated. If there is an error Furniturespot will always rectify the fault.

To start your return process, get in touch with our team. They will set you up with everything you need for the return.

To be eligible for a return, your item must be unused and in the same condition you received it. It must also be in the original packaging.

There are certain situations where only partial refunds are granted (if applicable)

  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error 
  • Any item that is returned more than 14 days after delivery 
  • Items on sale and custom-made items cannot be returned.

The returned item will be inspected within 72 hours of arriving at our warehouse. Once we've determined it is in as-new condition, our team will process your return and issue a refund. All items need to be returned to our warehouse. 

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Please note it may take up to 14 business days for your refund to appear in your South African bank account.
 

RETURN SHIPPING FEES
You will be responsible for paying for your own shipping costs for returning your item. If you decide to return your Furniturespot item(s), we will refund the purchase price less the return shipping fee.
 

RETURN IN ORIGINAL PACKAGING
We love our furniture, and we want you to do too. When we ship our products, we pack them very carefully to avoid shipping damage. We ask that you place your returned item in its original packaging.
 

RETURNS MUST BE IN AS NEW CONDITION
We are only able to accept returned product in as-new condition. Products with scratches, stains, damages, drilling, or other modifications cannot be returned.


SALE ITEMS
Any item marked as "Sale" at the time of transaction is not covered by our return policy. Sale items can be exchanged. Please refer to our ‘Exchange’ section for more information. 


CANCELLATION OF AN ORDER 
Any item that has been ordered and (partially) paid for can be cancelled within 48 hours and a full refund of the amount paid will be made within 14 days. Custom made product orders cannot be cancelled.


CUSTOM MADE ORDERS AND ADDITIONAL SERVICES
Custom made products have been specifically made for you, no refunds or exchanges can be made. If there is an error Furniturespot will rectify the fault. For more information, please refer to our ‘Warranty’ section.

Furniturespot requires a 60% deposit to confirm your custom-made order. Once you have placed the order, the order is in production whereby no cancellation, no refund or exchange of product is possible.

Please note that additional service fees paid are non-refundable and cannot be exchanged. 

This includes fees paid for interior design consults, for assembly service, and for delivery and returns.

Any Furniturespot products shipped outside of South Africa are not covered by our return and exchange policy.

 

WARRANTY
Sometimes the universe conspires against us. In the unlikely event your Furniturespot item arrives to you in less than perfect condition, please email photos to support@furniturespot.co.za or call our customer care team. We require you to send us photos within 24 hours after delivery. 


WARRANTY ON FURNITURE AND CURTAINS
All are furniture items are made just for you with the greatest craftsmanship and devotion. All our products come with a 12 month of warranty on defects in workmanship, materials and construction from the date of purchase based on reasonable use. We will also guarantee that the material is free of degradation resulting from other than ordinary residential wear for 6 months from the date of purchase based on reasonable use.

Warranties do not apply to:

1) Defects that result from negligence, misuse, or accidents by the customer.

2) Any condition resulting from incorrect or inadequate maintenance, cleaning or care.

3) Any condition resulting from other than ordinary residential wear or from any use for which the product was not designed.

4) The colour fastness, dye lot variations, wrinkling, or wear of fabrics or leather.

5) The softening of filling materials under normal use.


WARRANTY ON PROTECTIVE SCREENS 
For hygiene reasons, returns and exchanges of protective screens will not be facilitated. All our protective screens come with a 3 month of warranty on defects in workmanship, materials and construction from the date of purchase based on reasonable use.

If you're experiencing a warranty issue, get in touch with our team. We will work to address the issue and ensure that the product is good as new. This may involve shipping your replacement parts, organizing repair, or a complete replacement (at our discretion).

Please note that warranties are not transferable and cannot be extended to re-sold items. Warranties are only valid when products are used for their intended purpose and exhibit normal use. Defects resulting from negligence, misuse, accidents, abnormal use, or commercial purposes will not be covered by the Furniturespot warranty.