RETURNS & REFUND POLICY

At Woodbuilt Furniture, we are committed to providing quality furniture and excellent customer service. This Returns & Refund Policy explains the circumstances under which products may be returned, exchanged, repaired, replaced or refunded.

This policy should be read together with our Terms & Conditions, Shipping & Delivery Policy, Warranty Policy and any other applicable Woodbuilt Furniture policies.

Nothing in this policy is intended to limit, exclude or waive any rights available to consumers under applicable South African law.

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1. OUR COMMITMENT TO CUSTOMERS

Woodbuilt Furniture aims to ensure that customers receive products that:

• match their order;
• are delivered in good condition;
• are reasonably suitable for their intended purpose;
• are free from manufacturing defects; and
• meet the standards required by applicable South African consumer legislation.

Where a problem occurs, we will work with the customer to provide an appropriate resolution in accordance with this policy and applicable law.

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2. STANDARD RETURN PERIOD

Woodbuilt Furniture offers a 7-day return request period for eligible returns.

Customers wishing to request a return should contact Woodbuilt Furniture within 7 calendar days of delivery.

Return requests submitted after this period may not qualify for a standard change-of-mind return but may still be assessed where consumer rights relating to defective, damaged or incorrectly supplied goods apply.

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3. CHANGE-OF-MIND RETURNS

A customer may request a return within 7 days of delivery if they have changed their mind about the purchase.

To qualify for a change-of-mind return:

• the return request must be submitted within 7 days of delivery;
• the product must be unused;
• the product must not be damaged;
• the product must be in substantially the same condition as delivered;
• all accessories, parts and packaging, where reasonably available, must accompany the product; and
• the product must not fall within one of the exclusions listed in this policy.

Once the return is approved, Woodbuilt Furniture will arrange collection or provide return instructions where applicable.

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4. PRODUCTS NOT ELIGIBLE FOR CHANGE-OF-MIND RETURNS

The following products may not qualify for a standard change-of-mind return:

• made-to-order furniture;
• customised products;
• specially manufactured products;
• products altered according to customer specifications;
• clearance items clearly marked as non-returnable at the time of purchase;
• products damaged after delivery due to misuse, neglect or improper care; and
• products that have been assembled, modified or used beyond reasonable inspection.

This section does not remove any rights relating to defective, damaged or incorrectly supplied products.

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5. DAMAGED, DEFECTIVE OR INCORRECT PRODUCTS

If a customer receives:

• a damaged product;
• a defective product;
• an unsafe product;
• an incomplete order; or
• a product different from what was ordered,

the customer should contact Woodbuilt Furniture as soon as reasonably possible.

Customers may be requested to provide:

• order or invoice number;
• photographs;
• videos where appropriate; and
• a description of the issue.

Woodbuilt Furniture may arrange collection, inspection, repair, replacement, exchange or refund depending on the nature of the issue and the remedy available under applicable law.

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6. DELIVERY DAMAGE

Furniture should be inspected as soon as reasonably possible after delivery.

If visible delivery damage is identified, customers should notify Woodbuilt Furniture as soon as reasonably possible.

Where delivery damage is confirmed, Woodbuilt Furniture may provide an appropriate remedy, including repair, replacement or refund where applicable.

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7. RETURN COLLECTIONS

For approved returns, Woodbuilt Furniture may arrange collection of the product from the customer’s delivery address.

Customers should ensure that returned goods are reasonably accessible and available for collection on the agreed date.

Where a customer chooses to return a product independently, return instructions must first be obtained from Woodbuilt Furniture.

Products should not be returned without prior approval and return instructions.

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8. RETURN INSPECTION

Returned products may be inspected upon collection or after arrival at our facility.

The purpose of inspection is to:

• verify the condition of the product;
• confirm eligibility for return;
• assess reported defects or damage; and
• determine the appropriate remedy.

Inspection does not remove any rights available to customers under applicable law.

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9. REFUND PROCESSING PERIOD

Once a return has been approved and, where applicable, the returned product has been received and assessed, Woodbuilt Furniture will process the approved refund.

Approved refunds are processed within 1–7 working days.

Working days mean Monday to Friday and exclude Saturdays, Sundays and South African public holidays.

The time required for funds to reflect in the customer’s account may depend on the banking institution or payment provider involved.

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10. REFUND METHOD

Refunds will generally be processed using the same payment method originally used for the purchase where reasonably possible.

Where this is not reasonably possible, Woodbuilt Furniture may arrange an alternative lawful refund method.

Refunds will only be processed to the customer or account holder associated with the original transaction unless otherwise required by law.

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11. SHIPPING AND DELIVERY CHARGES

Where a return is approved because:

• the wrong product was supplied;
• the product arrived damaged;
• the product was defective; or
• the return is otherwise required by law,

Woodbuilt Furniture will not require the customer to pay collection or return costs resulting from Woodbuilt Furniture’s error.

For approved change-of-mind returns, any applicable collection or return costs may be deducted from the refund where permitted by law and where the customer was informed of such costs.

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12. ORDER CANCELLATIONS

Customers wishing to cancel an order should contact Woodbuilt Furniture as soon as possible.

Cancellation requests are assessed based on factors including:

• whether payment has been received;
• whether processing has commenced;
• whether production has commenced;
• whether the product has been customised;
• whether the order has been dispatched; and
• applicable consumer rights.

Any cancellation fee charged by Woodbuilt Furniture will be reasonable and consistent with applicable South African legislation.

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13. MADE-TO-ORDER AND CUSTOM PRODUCTS

Woodbuilt Furniture manufactures and supplies certain products according to customer-selected specifications.

These may include:

• custom dimensions;
• fabric selections;
• upholstery selections;
• colour selections;
• timber finishes;
• special configurations; and
• other personalised requirements.

Once production has commenced, cancellation, return and refund options may be limited, subject to applicable South African law.

This section does not affect any rights relating to defective, damaged or incorrectly supplied products.

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14. EXCHANGES

Where appropriate, Woodbuilt Furniture may offer an exchange instead of a refund.

Acceptance of an exchange remains at the customer’s discretion unless otherwise required by law.

Customers will not be required to accept a substitute product where legislation provides a different remedy.

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15. NON-RETURNABLE CONDITIONS

A return may be declined where:

• the return request falls outside the applicable return period;
• the product has been intentionally damaged;
• the product has been misused;
• the product has been altered without authorisation;
• the product has been exposed to unreasonable conditions after delivery; or
• the return otherwise falls outside the conditions of this policy and applicable law.

Each request will be assessed individually and fairly.

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16. CUSTOMER RESPONSIBILITIES

Customers should:

• inspect products after delivery;
• report issues promptly;
• provide accurate information regarding the return request;
• make products available for collection where required; and
• take reasonable care of products while in their possession.

Failure to take reasonable care of a product may affect eligibility for certain return remedies where permitted by law.

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17. SOUTH AFRICAN CONSUMER RIGHTS

Nothing in this Returns & Refund Policy excludes or limits any rights available to consumers under:

• the Consumer Protection Act 68 of 2008;
• the Electronic Communications and Transactions Act 25 of 2002; or
• any other applicable South African legislation.

Where this policy conflicts with a mandatory legal right, the applicable law will prevail.

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18. COMPLAINTS AND DISPUTES

If a customer is dissatisfied with the outcome of a return or refund request, they should first contact Woodbuilt Furniture so that we may review the matter.

We are committed to resolving customer concerns fairly, transparently and in good faith.

Nothing in this policy prevents a customer from exercising any rights available under applicable South African law.

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19. CONTACT WOODBUILT FURNITURE

For return, refund, exchange or cancellation assistance, customers may contact Woodbuilt Furniture using the official contact information published on our website.

To assist us in processing your request efficiently, please provide:

• your full name;
• order or invoice number;
• contact details; and
• details of the issue or return request.

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20. POLICY UPDATES

Woodbuilt Furniture may update this Returns & Refund Policy from time to time to reflect changes in legislation, operations or customer-service procedures.

The latest version will always be published on the Woodbuilt Furniture website.

Woodbuilt Furniture is committed to fair, transparent and customer-focused returns and refund practices throughout South Africa.