Returns
Decofurn Furniture believes in simplicity, even when it comes to returns. Discover how easy it is to return items and ensure your complete satisfaction.
RETURNS POLICY FOR ONLINE PURCHASES
At Decofurn we would like to make your customer experience as pleasant as possible. If you are experiencing problems with any products and would like to return them, please read the returns policy below and choose the option that best suits your situation.
Cancellations / Change of Mind / Returning Non-Defective Items
Decofurn Furniture believes in simplicity, even when it comes to returns. Discover how easy it is to return items and ensure your complete satisfaction.
Returns Policy for Online Purchases
Cancellations / Change of Mind / Returning Non-Defective Items
- You can cancel your order or return non-defective items within 7 days of delivery if the items are unused, unassembled, and in original packaging.
- Email returns@decofurnsa.co.za with pictures and reasons for the return or cancellation.
- Handling fees: Minimum 5% or R70, deducted from the refund/credit.
- The customer bears the delivery and collection costs for non-defective items.
- For orders with free delivery promotions, the cost of initial delivery and collection (equivalent to the delivery fee to the customer’s area) will be deducted from the refund.
- The right to cancel or return does not apply to custom-made or personalised items.
- If the order has been processed but not delivered, the customer will be responsible for return costs and handling fees.
- According to Section 44(2) of the Electronic Communications and Transactions Act 25 of 2002, the consumer has a 7-day cooling-off period to cancel the transaction without penalty. However, the consumer is liable for the return costs if the goods were dispatched during this period. The cost includes the dispatch/delivery fee for the initial order and a return fee equivalent to the delivery charge in your area, along with any applicable handling fees. This does not apply if the products have been assembled, partly assembled, or where the original packaging has been discarded.
- Refunds for cancellations or returns will be processed within 30 days of the cancellation date.
- If the original packaging has been discarded, it is the customer’s responsibility to ensure that goods are reasonably packaged and protected before being returned. Damages that occur as a result of absent or insufficient packaging/protection will carry additional charges that the customer will be liable for at Decofurn Furniture’s discretion.
- Decofurn Furniture reserves the right to refuse the return of products that have been assembled, partly assembled, or where the original packaging has been discarded. Return of such products could carry charges at Decofurn Furniture’s discretion.
- If you paid for the products to be assembled, assembled items cannot be returned.
- Quality control inspection can take up to 3 working days.
- Due to hygiene reasons, linen and mattresses cannot be returned once used/opened.
- For Click and Collect orders, it is the customer’s sole responsibility to return the item to the collection point. Decofurn Furniture will not be liable for any return costs.
Returning Defective or Damaged Items
- Inspect all goods upon delivery.
- Report visible damage immediately; refuse delivery if necessary.
- Report hidden damage within 48 hours. If damage is reported after 48 hours, it is reasonable for Decofurn Furniture to assume the damage was caused post-delivery. If customers are not present on delivery, they must check products or have a responsible representative check products within the 48-hour window.
- Email returns@decofurnsa.co.za with pictures and details.
- Decofurn Furniture will decide on repair, replacement, or refund.
- For Click and Collect orders, it is the customer’s responsibility to return the item to the collection point. Decofurn Furniture will not be liable for any return costs.
- If the product is found not to be defective, the customer will bear all transport costs and handling fees.
- Where an item is replaced, Decofurn Furniture will be liable for collection and delivery costs.
- Exchanged items will be delivered to the original delivery address. If the delivery address is different, additional fees will apply.
- If any parts of a product are found missing, the customer must report this to Decofurn Furniture within 48 hours of receiving the item. After this 48-hour period, the return or replacement of the product or part will be at Decofurn Furniture's discretion.
Warranty Claims
- All products have a 1-year warranty unless specified otherwise.
- The original sales invoice or other proof of purchase is required for all warranty claims.
- Covers factory faults or defects, not wear and tear or misuse.
- Warranties cannot be claimed where the product has been altered in any way from its original state.
- If within 1 year after delivery, you find that the product is defective/faulty, unsuitable for the purpose for which it was indicated in the product description (or otherwise generally intended), not legal or not reasonably durable (based on circumstances and product type), Decofurn Furniture is entitled to repair or replace the defective/faulty part (if available) or repair or replace the whole product (if available). Should Decofurn Furniture not be able to repair or replace the product, you are entitled to an online credit or a refund.
- For warranty claims, please email returns@decofurnsa.co.za with a description of your problem and your original order number. Please note you will be required to upload pictures of the items that are defective. Once submitted, we will review the request within 72 hours and will contact you to make any necessary arrangements.
- Replacement or repair is based on product condition and usage.
- The warranty does not cover commercial use unless stated otherwise.
Mattress Guarantee and Warranty
- Guarantees and warranties on mattresses are carried by the manufacturer.
- Should there be a manufacturer’s defect in your mattress within the guarantee period, the manufacturer will repair or replace your defective mattress at no charge. The guarantee does not cover problems such as dislike of a product, misuse, mishandling, or a failure to meet requirements outlined in the product’s guarantee.
- Warranty is a pro-rata service promise, where the manufacturer contributes to the repair/replacement cost based on the mattress's age. Your mattress should be free from any user-related damage, such as stains, tears, rips, water damage, etc., to claim the warranty.
- The manufacturer will repair or replace defective mattresses at their discretion within the guarantee period.
- The guarantee and warranty do not cover problems due to misuse, mishandling, or an incorrect base.
Refunds
- Processed within 7 working days after the refund has been approved/processed; may take up to an additional 5 working days to reflect in the bank account.
- Refunds are made via the original payment method.
Contact Us
For assistance, call 087 04 94 155 or email returns@decofurnsa.co.za.
