Refund & Return Policy

Last Updated: October 29, 2025

1. Overview

We want every customer to feel confident when shopping with us.
This Refund & Return Policy outlines your rights and our responsibilities when it comes to returns, exchanges, cancellations, and refunds.

We are committed to providing excellent service, fair resolutions, and transparency in every step of the purchasing process. Our goal is to make your experience as smooth and trustworthy as possible while fully complying with South African consumer protection laws and Google Merchant Center policies.

2. Eligibility for Returns

You have 14 business days (Mon – Sat) from the date your order is delivered to request a return.
To qualify:

  • The item must be unused, unassembled, uninstalled, and in its original condition.
  • All original packaging, labels, manuals, and accessories must be included.
  • You must provide a valid proof of purchase (order number, invoice, or receipt).

Any signs of use, installation, or modification will void the eligibility for return.

3. Non-Returnable or Non-Refundable Items

For safety, hygiene, and legal reasons, the following items cannot be returned or refunded:

  • Toilets, sanitary, or hygiene-related products once opened or used.
  • Custom-made or special-order products.
  • Items that have been installed, assembled, or modified.
  • Clearance, final-sale, or promotional items.
  • Perishable or consumable goods (if any).
  • Machinery or electrical products that have been tested, connected, or used.

We encourage you to double-check all product specifications before placing your order.

4. Restocking Fee

We do not charge any restocking fee. Returned products are processed without hidden charges.

5. Return Request Procedure (Step-by-Step)

If you wish to return a product, please follow these steps:

  1. Contact Us:
    Email us at support@exoticevenfuniture.co.za within 14 business days (Mon – Sat) of receiving your order. Provide your order number, the product name, and a reason for return.
  2. Provide Supporting Evidence:
    If the item is defective or damaged, attach photos or videos clearly showing the issue.
  3. Receive Return Approval:
    Our team will review your request and respond within 1–2 business days (Mon – Sat) with approval and instructions.
  4. Prepare the Item:
    • Repack the item securely in its original packaging.
    • Include all manuals, components, and accessories.
  5. Ship the Item Back:
    Once approved, ship the product to the provided return address.
    (If the issue is due to our error, we will arrange a courier collection at our cost.)
  6. Inspection & Refund:
    When the returned item reaches our warehouse, it will be inspected within 1–2 business days (Mon – Sat) before processing a refund or exchange.

6. Return Shipping Costs

  • If your return is due to a faulty, damaged, or incorrect item, we cover all return shipping costs.
  • If your return is for personal reasons (e.g., change of mind, incorrect order), you will be responsible for return shipping costs.

Shipping fees paid during the original purchase are non-refundable, except when the return is due to an error on our side.

7. Refund Processing

Once your returned item passes inspection, we will process your refund within 7 business days (Mon – Sat).
Refunds will be issued to the same payment method used at checkout (Bank Transfer only)

Please note:

  • Refunds are made excluding VAT and shipping fees unless otherwise required by South African tax law.
  • Refund confirmation and transaction details will be sent to your registered email address.

Depending on your bank, it may take an additional 1–2 business days (Mon – Sat) for the funds to appear in your account.

8. Late or Missing Refunds

If you haven’t received your refund after 5 business days (Mon – Sat), please:

  1. Check your bank account or payment app again.
  2. Contact your bank or payment provider — sometimes refunds take extra time to process.
  3. If you still have not received your refund, please email us at support@exoticevenfuniture.co.za and we’ll investigate promptly.

9. Damaged, Defective, or Incorrect Items

We take product quality very seriously.
If your item arrives damaged, defective, or incorrect, please report it within 48 hours of delivery.

To report:

  • Send photos/videos showing the issue.
  • Provide your order number and brief details of the problem.

Once verified, we will:

  • Replace the item free of charge, or
  • Offer a full refund (including VAT and shipping), or
  • Provide an appropriate repair or store credit.

We reserve the right to inspect all returned products before issuing replacements or refunds.

10. Order Cancellations

Orders may be cancelled within 12 hours of purchase, as long as the order hasn’t been shipped or processed.
After this time, your order will already be packed and ready for dispatch and can no longer be cancelled.

To cancel your order, please contact us as soon as possible at support@exoticevenfuniture.co.za with your order number.

11. Exchanges

We accept exchanges for eligible items within 14 business days (Mon – Sat) of delivery, subject to product availability.
If the desired item is unavailable, we will issue a refund instead.

Exchanges follow the same procedure and inspection process as returns.

12. Condition of Returned Items

Returned items must be:

  • Unused and in resalable condition
  • Clean, with all packaging intact
  • Free from dirt, damage, or missing components

If items are returned damaged, incomplete, or used, we reserve the right to issue a partial refund or deny the return.

13. Inspection Upon Delivery

Please inspect your order immediately upon arrival.
If you notice visible damage to the packaging or product:

  • You may refuse delivery, or
  • Accept it but note the damage with the courier and notify us within 48 hours.

This helps us file courier claims quickly and resolve your issue efficiently.

14. VAT and Refund Amounts

All listed prices are exclusive of VAT (Value Added Tax).
Refunds are processed based on the net purchase amount (excluding VAT and shipping) unless the product is faulty or incorrect.

Where required, VAT amounts will be refunded in accordance with South African VAT regulations.

15. Product Warranty

Some of our products may include manufacturer warranties.
If your item develops a fault within the warranty period, please contact us for assistance with repair, replacement, or claim processing.

Warranty claims may require:

  • Proof of purchase
  • Serial number (for machinery or electronics)
  • Photo or video evidence

Note: Warranty does not cover damage caused by misuse, accidents, neglect, or improper installation.

16. Refund Method and Confirmation

All approved refunds are processed via the same method of original payment.
Once your refund has been issued, you’ll receive an email confirmation including:

  • Transaction ID
  • Refund amount
  • Expected completion date

If you paid using a third-party payment app (Bank Transfer only), their processing times may vary.

17. Customer Responsibilities

To ensure a smooth refund or return process, please:

  • Keep your invoice and order confirmation safe.
  • Follow our packaging and courier instructions carefully.
  • Avoid sending returns without prior approval — unapproved parcels may be rejected.

Customers are responsible for safely returning items in good condition unless the return is due to our error.

18. Legal Rights

This policy follows the Consumer Protection Act (CPA) of South Africa, which ensures fair consumer rights and business practices.
Your statutory rights remain unaffected by any terms listed here.

19. Contact Information

If you have any questions, concerns, or requests regarding this Refund & Return Policy, please contact us at:

Customer Support Team

Business Name: Exotic Even Furniture

Address: 16 Mimosa Street, Mink Business Park, Hermanus 7200, South Africa

Phone: +27 73 522 4489

Email: support@exoticevenfuniture.co.za

Business Hours: 9:00 AM – 17:00 PM (Mon – Sat), (GMT+02:00) South Africa Standard Time (Johannesburg)

20. Policy Updates

We may update this Refund & Return Policy periodically to reflect new practices, courier changes, or legal updates.
Whenever we update it, we will post the revised date at the top of this page.

We encourage all customers to review this page regularly to stay informed of our current policies.