WARRANTY POLICY

At Woodbuilt Furniture, we are committed to supplying furniture that meets reasonable standards of quality, durability and workmanship.

This Warranty Policy explains our 24-month Woodbuilt Furniture warranty, what is covered, what is not covered, how to submit a warranty claim and how qualifying warranty matters are assessed and resolved.

This policy must be read together with our Terms & Conditions, Shipping & Delivery Policy, Returns & Refund Policy, Privacy Policy and Care & Maintenance guidelines.

Nothing in this Warranty Policy is intended to exclude, restrict or waive any statutory right available to a consumer under applicable South African law.

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1. WOODBUILT FURNITURE 24-MONTH WARRANTY

Woodbuilt Furniture provides a 24-month warranty on qualifying products purchased directly from Woodbuilt Furniture.

The 24-month warranty period begins on the date the product is delivered to the customer.

Subject to the terms of this policy, the warranty covers qualifying manufacturing defects, defects in materials and defects in workmanship that become apparent during normal and reasonable household use.

The Woodbuilt Furniture 24-month warranty is an additional commercial warranty and does not replace or reduce any rights available to consumers under South African law.

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2. WHAT OUR 24-MONTH WARRANTY COVERS

Subject to reasonable assessment, our warranty may cover defects arising from manufacturing, materials or workmanship, including qualifying:

• Structural manufacturing defects;
• Frame defects;
• Manufacturing-related joint failures;
• Manufacturing-related construction defects;
• Manufacturing-related hardware failures;
• Manufacturing-related defects in components;
• Manufacturing defects affecting reasonable functionality; and
• Other defects attributable to the manufacturing process.

Whether a particular issue qualifies will depend on the product, materials, nature of the alleged defect, reasonable expected lifespan, manner of use and applicable consumer law.

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3. SOUTH AFRICAN STATUTORY WARRANTY RIGHTS

The Woodbuilt Furniture 24-month commercial warranty operates in addition to, and not instead of, statutory consumer rights.

Where applicable, the Consumer Protection Act 68 of 2008 (“CPA”) provides consumers with an implied warranty of quality.

During the first six months after delivery, where goods fail to meet the applicable standards of quality, safety, durability or fitness contemplated by the CPA, qualifying consumers may have statutory rights to return the goods without penalty and at the supplier’s risk and expense and, at the consumer’s direction, obtain a repair, replacement or refund as provided by law.

Woodbuilt Furniture will not use this 24-month commercial warranty to remove or restrict a remedy that a customer is entitled to under the CPA.

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4. REPAIRS DURING THE STATUTORY WARRANTY PERIOD

Where Woodbuilt Furniture repairs goods under circumstances governed by the applicable statutory warranty and the same failure, defect or unsafe feature is not remedied, or a further failure, defect or unsafe feature occurs within the statutory period applicable after that repair, the remedies required by the Consumer Protection Act will apply.

The commercial warranty terms contained in this policy will not be used to override those statutory protections.

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5. AFTER THE FIRST SIX MONTHS

Woodbuilt Furniture’s commercial warranty continues for qualifying warranty defects for the remainder of the stated 24-month warranty period.

After the statutory six-month period, claims under the additional Woodbuilt Furniture commercial warranty will be assessed to determine whether the issue is attributable to a covered manufacturing, material or workmanship defect.

Depending on the nature and circumstances of an approved commercial warranty claim, Woodbuilt Furniture may provide an appropriate remedy such as:

• Repair;
• Replacement of the affected component;
• Replacement of the product where appropriate; or
• Another reasonable remedy agreed with the customer.

Nothing in this section limits a statutory remedy that may independently remain available to a consumer under applicable law.

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6. HOW TO SUBMIT A WARRANTY CLAIM

Customers wishing to submit a warranty claim should contact Woodbuilt Furniture using the official contact information published on our website.

Please provide:

• Full name;
• Order or invoice number;
• Product name;
• Delivery address;
• Contact number;
• A clear description of the problem;
• Clear photographs of the affected area; and
• Video evidence where reasonably necessary to demonstrate a functional problem.

We may request additional reasonable information where necessary to assess the claim.

Customers should retain their order confirmation, invoice or other reasonable proof of purchase.

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7. WARRANTY ASSESSMENT

Woodbuilt Furniture may reasonably assess a warranty claim before determining the appropriate remedy.

Depending on the nature of the issue, assessment may be performed using:

• Photographs;
• Videos;
• Product information;
• Order records;
• Customer information;
• Physical inspection; or
• Inspection following collection of the product.

The purpose of the assessment is to establish the nature and cause of the reported issue and determine whether it qualifies under this warranty or applicable South African consumer law.

A customer will not be required to waive a statutory consumer right as a condition of having a warranty claim assessed.

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8. COLLECTION OF QUALIFYING DEFECTIVE PRODUCTS

Where a product qualifies for collection because of a valid defect or statutory remedy, Woodbuilt Furniture will arrange the appropriate collection in accordance with applicable law.

Where the CPA requires defective goods to be returned at the supplier’s risk and expense, Woodbuilt Furniture will not charge the customer a collection fee contrary to that statutory requirement.

Collection arrangements will be communicated directly with the customer.

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9. WARRANTY REPAIRS

Where repair is an appropriate remedy under the Woodbuilt Furniture commercial warranty, the repair will be performed or arranged by Woodbuilt Furniture.

Customers should not arrange unauthorised repairs or modifications where doing so could reasonably prevent Woodbuilt Furniture from determining the original cause of the problem.

Nothing in this section prevents a consumer from exercising statutory rights available under applicable South African law.

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10. REPLACEMENT PRODUCTS OR COMPONENTS

Where Woodbuilt Furniture approves a replacement under the commercial warranty, we may replace:

• The defective component;
• The affected part; or
• The complete product,

depending on the nature and extent of the defect.

Where an identical product or component is no longer reasonably available, Woodbuilt Furniture may offer an appropriate comparable replacement or another lawful remedy.

Where a consumer has a statutory right to a particular remedy, the statutory right will prevail.

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11. REFUNDS ARISING FROM WARRANTY CLAIMS

Where a refund is the appropriate and approved remedy, the refund will be handled in accordance with applicable South African law and our Returns & Refund Policy.

Once a refund has been approved and all applicable assessment requirements have been completed, Woodbuilt Furniture processes approved refunds within 1–7 working days.

For purposes of refund processing, working days are Monday to Friday, excluding Saturdays, Sundays and South African public holidays.

Depending on the customer’s bank or payment provider, additional time may be required for funds to reflect after Woodbuilt Furniture has processed the refund.

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12. WHAT THE WARRANTY DOES NOT ORDINARILY COVER

To the extent permitted by law, the Woodbuilt Furniture commercial warranty does not ordinarily cover damage caused by circumstances unrelated to a manufacturing, material or workmanship defect, including:

• Normal wear and tear;
• Accidental damage;
• Misuse or abuse;
• Negligence;
• Incorrect use;
• Use of furniture for a purpose for which it was not reasonably designed;
• Unauthorised modifications;
• Unauthorised repairs;
• Incorrect assembly by the customer or an unauthorised third party;
• Damage caused by failure to follow supplied assembly instructions;
• Damage caused by failure to follow reasonable care and maintenance instructions;
• Excessive exposure to moisture or water;
• Excessive heat;
• Prolonged or inappropriate exposure to direct sunlight;
• Damage caused by unsuitable cleaning products or harsh chemicals;
• Staining caused after delivery;
• Scratches, cuts, burns or impact damage occurring after delivery;
• Damage caused by pets;
• Damage caused by insects or pests after delivery where not attributable to the condition of the goods at supply;
• Damage resulting from moving or transporting furniture after delivery;
• Damage caused by unreasonable loading or excessive weight; or
• Commercial or abnormal use where the product was sold and reasonably intended for normal household use.

An exclusion will not be applied where doing so would unlawfully remove a statutory consumer right.

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13. NORMAL WEAR AND TEAR

Furniture naturally changes through normal use.

Normal wear and tear may include reasonable changes such as:

• Gradual softening of cushioning;
• Minor compression of foam;
• Normal fabric movement;
• Minor surface marks resulting from normal use;
• Gradual changes to commonly touched surfaces; or
• Other reasonable ageing characteristics.

Normal wear and tear is not ordinarily considered a manufacturing defect.

However, premature failure caused by a qualifying manufacturing or material defect will be assessed separately and will not automatically be classified as normal wear and tear.

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14. UPHOLSTERED FURNITURE

For upholstered furniture, the warranty may cover qualifying manufacturing defects affecting the frame, construction, stitching or other warranted components.

The commercial warranty does not ordinarily cover:

• Stains caused after delivery;
• Damage from unsuitable cleaning products;
• Pet damage;
• Burns;
• Cuts;
• Accidental tearing;
• Misuse;
• Normal fabric wear; or
• Damage resulting from failure to follow reasonable care instructions.

Any alleged defect will be assessed according to the nature of the product, material and claim.

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15. TIMBER AND NATURAL WOOD PRODUCTS

Natural timber can vary from one piece to another.

Natural characteristics may include:

• Grain variation;
• Knots;
• Colour variation;
• Texture variation;
• Natural markings; and
• Differences between individual timber pieces.

These characteristics are not automatically defects.

A warranty claim involving timber will be assessed according to whether the condition represents a natural material characteristic or a genuine manufacturing, structural or material defect.

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16. LEATHER AND NATURAL MATERIALS

Leather and other natural materials may display variations in:

• Grain;
• Texture;
• Colour;
• Natural markings; and
• Surface characteristics.

Reasonable natural variations are not automatically considered manufacturing defects.

Actual defects in materials or workmanship remain subject to this warranty and applicable consumer law.

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17. FABRIC AND COLOUR VARIATIONS

Reasonable colour differences may occur because of:

• Different fabric production batches;
• Natural material variation;
• Lighting;
• Photography; and
• Different device or screen settings.

Minor colour variation that is reasonably characteristic of the material is not automatically a manufacturing defect.

Material colour or finish that is materially inconsistent with what was ordered will be assessed separately.

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18. MADE-TO-ORDER AND CUSTOM FURNITURE

Made-to-order and customised furniture remains covered against qualifying manufacturing, material and workmanship defects.

The fact that a product was custom manufactured does not remove statutory rights relating to defective, unsafe or incorrectly supplied goods.

However, a customer’s change of mind regarding an accurately manufactured custom specification is dealt with separately under our Returns & Refund Policy and applicable South African law.

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19. INCORRECTLY SUPPLIED PRODUCTS

If Woodbuilt Furniture supplies a product that materially differs from what the customer ordered, the matter will not be rejected merely because it does not constitute a manufacturing defect.

Incorrectly supplied products will be dealt with under our Returns & Refund Policy, Terms & Conditions and applicable South African consumer law.

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20. DELIVERY DAMAGE

Customers should inspect their furniture as soon as reasonably possible after delivery.

If visible delivery damage is identified, please notify Woodbuilt Furniture as soon as reasonably possible and provide photographs where available.

Delivery damage caused while the product is under Woodbuilt Furniture’s control will be assessed under the appropriate delivery, return and consumer-protection procedures and will not simply be classified as customer damage.

Our standard deliveries throughout South Africa are performed through our in-house Woodbuilt Furniture delivery service using Woodbuilt Furniture delivery trucks, as explained in our Shipping & Delivery Policy.

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21. ASSEMBLY

Certain Woodbuilt Furniture products may require assembly.

Where assembly is included as part of the Woodbuilt service, this will be communicated to the customer.

Where customer assembly is required, the supplied assembly instructions should be followed.

Damage directly caused by incorrect customer or unauthorised third-party assembly may not qualify as a manufacturing defect.

This exclusion does not apply where the product itself or the supplied assembly instructions are defective in a manner protected by applicable law.

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22. CARE AND MAINTENANCE

Customers should follow the reasonable care and maintenance instructions applicable to their furniture.

Depending on the product and material, this may include:

• Keeping furniture reasonably dry;
• Protecting furniture from excessive moisture;
• Avoiding unsuitable chemical cleaners;
• Protecting furniture from excessive heat;
• Avoiding prolonged direct sunlight where appropriate;
• Cleaning spills promptly using suitable methods; and
• Using the furniture for its intended purpose.

Failure to follow care instructions will only affect a commercial warranty claim where the failure reasonably caused or materially contributed to the damage being claimed.

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23. THE 7-DAY RETURN POLICY AND 24-MONTH WARRANTY ARE DIFFERENT

Woodbuilt Furniture’s 7-calendar-day change-of-mind return request period and our 24-month commercial warranty serve different purposes.

The 7-day return period relates to eligible change-of-mind returns under our Returns & Refund Policy.

The 24-month warranty relates to qualifying manufacturing, material and workmanship defects.

The expiry of the 7-day change-of-mind return period does not mean that the 24-month warranty has expired.

Similarly, neither period removes statutory rights available under applicable South African consumer law.

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24. SHIPPING AND DELIVERY TIMEFRAMES

Our warranty does not change our standard order fulfilment timeframes.

As stated in our Shipping & Delivery Policy:

Handling time: 0–5 working days
Delivery time: 1–14 working days after handling
Delivery days: Monday to Friday
Saturday deliveries: No
Sunday deliveries: No
South African public holiday deliveries: No
Delivery coverage: Nationwide throughout South Africa

Our standard furniture deliveries are managed through our in-house Woodbuilt Furniture delivery service using our own Woodbuilt Furniture trucks.

These delivery timeframes relate to normal order fulfilment and should not be confused with the time reasonably required to assess and resolve an individual warranty claim.

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25. PROOF OF PURCHASE

Customers should provide reasonable proof that the product was purchased from Woodbuilt Furniture when submitting a warranty claim.

This may include:

• Order number;
• Invoice;
• Order confirmation;
• Receipt; or
• Other reasonable purchase records available to Woodbuilt Furniture.

Where Woodbuilt Furniture can reasonably verify the transaction from its own records, we will take those records into account when assessing the claim.

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26. WARRANTY TRANSFER

Unless otherwise required by law or expressly agreed in writing, the Woodbuilt Furniture commercial warranty applies to the original qualifying purchase.

This provision does not remove any rights that another person may independently have under applicable South African law.

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27. FRAUDULENT OR MISLEADING WARRANTY CLAIMS

Woodbuilt Furniture may decline a claim where there is reasonable evidence that:

• The product was not purchased from Woodbuilt Furniture;
• The claim contains materially false information;
• Damage was deliberately caused;
• Evidence has been intentionally altered; or
• The claim otherwise involves fraud.

A claim will not be rejected merely because a customer is unable to provide a particular photograph or document where the purchase and alleged defect can reasonably be established by other means.

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28. COMMUNICATION DURING A WARRANTY CLAIM

Woodbuilt Furniture will take reasonable steps to keep customers informed during the assessment and resolution of a warranty claim.

The time required to resolve a claim may depend on:

• The nature of the defect;
• Whether physical inspection is necessary;
• Collection requirements;
• Availability of replacement parts;
• Availability of replacement products; and
• The remedy applicable to the claim.

Where a material delay occurs, we will take reasonable steps to communicate with the customer.

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29. NO HIDDEN WARRANTY CHARGES

Woodbuilt Furniture does not intentionally impose undisclosed mandatory charges for submitting a warranty claim.

Where a valid statutory defective-goods claim requires Woodbuilt Furniture to bear return or collection costs, those costs will not be transferred to the customer contrary to applicable law.

Where an inspection establishes that damage resulted from a cause outside the commercial warranty, Woodbuilt Furniture will communicate any optional repair, transport or other proposed costs before the customer agrees to that additional service.

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30. RELATIONSHIP WITH RETURNS & REFUNDS

Where a warranty claim results in an approved refund, the refund will be processed in accordance with our Returns & Refund Policy.

Our established refund processing period is:

1–7 working days after the refund has been approved and the applicable return/assessment requirements have been completed.

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

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31. CONTACTING WOODBUILT FURNITURE

To submit a warranty claim, customers should contact Woodbuilt Furniture using the official contact information published on our website.

Please include your order or invoice number wherever possible.

Customers may contact us regarding:

• Warranty claims;
• Defective furniture;
• Product faults;
• Delivery damage;
• Incorrect products;
• Repairs;
• Replacements; or
• Refunds arising from qualifying claims.

Our official website contact information should be used to verify communications concerning warranty claims.

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32. CONSISTENCY WITH OUR OTHER POLICIES

This Warranty Policy forms part of the Woodbuilt Furniture customer policies and is intended to operate consistently with our:

• Terms & Conditions
• Shipping & Delivery Policy
• Returns & Refund Policy
• Privacy Policy
• Care & Maintenance guidelines

For clarity, our principal customer-facing timeframes are:

Handling: 0–5 working days
Delivery: 1–14 working days after handling
Change-of-mind return request: Within 7 calendar days after delivery
Approved refund processing: 1–7 working days
Woodbuilt commercial warranty: 24 months from delivery

Working days are Monday to Friday, excluding Saturdays, Sundays and South African public holidays.

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33. POLICY ACCURACY AND TRANSPARENCY

Woodbuilt Furniture aims to ensure that warranty information displayed on our website accurately reflects the warranty we provide.

We will not intentionally advertise a warranty benefit that we do not provide to qualifying customers.

Where warranty information is displayed on an individual product page, it should be consistent with this Warranty Policy unless a clearly disclosed product-specific warranty provides different or additional coverage.

Any material product-specific warranty condition will be disclosed clearly to the customer.

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34. CHANGES TO THIS WARRANTY POLICY

Woodbuilt Furniture may update this Warranty Policy from time to time to reflect changes in legislation, products, materials or business operations.

The latest version will be published on our website.

Changes will not retrospectively remove statutory rights or commercial warranty rights that have already accrued to customers under an existing qualifying purchase.

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35. GOVERNING LAW

This Warranty Policy is governed by the laws of the Republic of South Africa.

Nothing contained in this policy is intended to exclude, restrict or waive any right that cannot lawfully be excluded under the Consumer Protection Act 68 of 2008 or other applicable South African legislation.

Where this policy conflicts with a mandatory statutory consumer protection, the applicable legislation will prevail.

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Woodbuilt Furniture is committed to providing clear, transparent and responsible warranty support and to honouring valid warranty claims in accordance with this policy and applicable South African consumer law.