Refund policy

6. RETURNS, REFUNDS AND GENERAL WARRANTIES

 

6.1 General Returns

Subject to applicable consumer protection legislation and the provisions of these Terms and Conditions, certain Goods may be returned or exchanged in accordance with our Returns and Refunds Policy.

The following Goods are generally not eligible for return or exchange unless they are defective or otherwise required to be accepted in terms of applicable law:

  • Gift cards;
  • Made-to-Order Goods;
  • Goods that have been altered, modified, repaired or otherwise changed after purchase;
  • Goods that have been permanently installed or incorporated into other property; and
  • Sale, clearance or end-of-range Goods, except where the Goods are faulty or defective.

If you are dissatisfied with an in-stock, pre-manufactured item for reasons other than a defect and wish to return it, you may request a return within 30 (thirty) days of the date of delivery, provided that all return requirements set out in these Terms and Conditions have been met.

A 10% handling fee, calculated on the purchase price of the returned Goods, may apply to non-defective returns where the return is requested more than 10 (ten) days after delivery.

Where finished imported Goods are cancelled at least 72 hours before the scheduled delivery date, excluding weekends and South African public holidays, no handling fee will generally apply, provided that the Goods have not already been dispatched or otherwise incurred non-refundable costs.

Delivery fees will not be refunded where delivery has already been booked, dispatched or completed, unless otherwise required by applicable law.

Returned Goods must:

  • Be unused and in their original condition;
  • Be returned in the original packaging where applicable;
  • Include all relevant accessories and components;
  • Include the original invoice, delivery note or applicable returns documentation;
  • Include any original certificates, manuals or instructions supplied with the Goods; and
  • Be accompanied by all unused accessories supplied with the Goods.

If the Goods were received as a gift, proof of purchase will still be required.

A return may be refused where the Goods:

  • Have been used;
  • Have had their price tags, labels or identifying markings removed;
  • Have been dismantled or taken apart;
  • Have been permanently installed;
  • Have been attached or joined to other Goods, fixtures or property;
  • Have been damaged through misuse, negligence or mishandling; or
  • Cannot reasonably be returned due to applicable public health or safety requirements.

Nothing in this clause is intended to limit any rights available to a customer under applicable consumer protection legislation.

 

6.2 Incorrect, Incomplete or Misdescribed Goods

If Perfectly Plush KZN has delivered the incorrect Goods, the Goods materially differ from their description on our website or App, or the order is missing components or parts, please notify us as soon as reasonably possible.

Where possible, please:

  • Do not remove product labels, stickers or identifying tags;
  • Do not use or alter the Goods; and
  • Retain the original packaging and accessories.

Once the issue has been confirmed, Perfectly Plush KZN will arrange for the Goods to be collected at no additional charge, where appropriate, and will provide a suitable remedy, which may include a replacement or refund in accordance with applicable law.

Where a refund is approved, it will generally be processed using the same payment method used for the original purchase.

 

6.3 Returning Eligible Goods

Certain eligible Goods, including selected accessories, headboards, side tables, coffee tables and specified quantities of occasional or dining chairs, may be returned directly to a Perfectly Plush KZN store, subject to the applicable return requirements.

Alternatively, you may contact our Customer Care Team to arrange collection of eligible Goods.

Collection timeframes will depend on the delivery area, availability and operational requirements. We will provide an estimated collection timeframe when the collection is arranged.

A collection fee may apply to non-defective returns.

Where applicable, a 10% handling fee may also be charged on furniture manufactured, sourced or specially prepared for your order.

Customers requesting a return may be required to complete a returns form stating the reason for the return.

Where reasonably possible, Goods should be securely repacked in their original packaging before collection.

 

6.4 Refunds

Where a return and refund have been approved and all applicable requirements have been met, the refund will generally be processed using the same payment method used for the original purchase.

Any applicable amounts may be deducted from the refund, including:

  • Delivery or collection charges;
  • Applicable handling fees;
  • Applicable service charges; and
  • Other reasonable costs permitted under these Terms and Conditions and applicable law.

Refunds will be processed after the returned Goods have been received and inspected, where an inspection is required.

 

6.5 Faulty or Defective Goods

If Goods are faulty or defective and are not subject to a specific warranty or guarantee, you may notify Perfectly Plush KZN of the defect within the applicable period prescribed by law or, where applicable, within the warranty or guarantee period communicated to you at the time of purchase.

Unless a longer warranty or guarantee period applies to the specific Goods:

  • Statutory warranty of Quality: In accordance with the Consumer Protection Act 68 of 2008, goods are subject to the statutory implied warranty of quality for a period of six (6) months from the date of delivery. Where goods fail to satisfy the requirements and standards prescribed by applicable law, the customer may exercise the remedies available under the Consumer Protection Act, including where applicable, repair, replacement or refund.
  • Additional Furnite Warranty: Perfectly Plush KZN provides an additional warranty for a period of twelve (12) months from the date of delivery, subject to the applicable warranty terms, exclusions, proper use and care requirements. This additional warranty does not replace or limit any statutory rights available to the customer.

The Goods must have been used for their intended purpose and maintained and cared for in accordance with any applicable care, maintenance and usage instructions.

Where a defective product is reported, Perfectly Plush KZN will assess the circumstances and, where appropriate, arrange collection of furniture or other Goods.

Eligible smaller items and accessories may, where applicable, be returned to a Perfectly Plush KZN store for assessment.

 

6.6 Product Assessments

In certain circumstances, Perfectly Plush KZN may require the Goods to undergo an assessment before approving a return, repair, replacement or refund.

Where an assessment fee is applicable, this fee may be payable in advance.

If the assessment confirms that the Goods are defective or affected by a qualifying quality issue, the applicable assessment fee will be refunded and, subject to applicable law and the circumstances of the claim, Perfectly Plush KZN may:

  • Repair the Goods;
  • Replace the Goods; or
  • Refund the applicable purchase price.

However, a return, repair or refund may be declined where an assessment reasonably determines that the problem resulted from misuse, incorrect care, environmental exposure, normal wear and tear, accidental damage or other circumstances for which Perfectly Plush KZN is not responsible.

This may include circumstances where:

6.6.1

The Goods have not been used, maintained or cared for in accordance with the applicable care instructions, usage requirements or weight-bearing guidelines.

6.6.2

The Goods have been exposed to damp, excessive moisture or water, placed in direct sunlight resulting in fading or colour changes, used outdoors where they are not designed for outdoor use, or placed too close to heat sources such as fireplaces, heaters, stoves or braais.

Environmental conditions, including coastal air, excessive humidity or other environmental factors, may also affect certain materials and finishes and may not constitute a manufacturing defect.

6.6.3

Damage to electrical or electronic Goods has resulted from an electrical surge, power fluctuation or other electrical event outside the reasonable control of Perfectly Plush KZN.

6.6.4

The assessment confirms that the Goods are not defective or that the reported issue does not constitute a qualifying manufacturing or quality defect.

Where appropriate, Perfectly Plush KZN may provide you with a quotation for a repair. You are not obliged to accept a repair quotation unless otherwise agreed.

Any repairs undertaken by Perfectly Plush KZN will be subject to the applicable repair terms and conditions.

Certain Goods may be subject to longer or additional warranty or guarantee periods. Customers should refer to the specific warranty, guarantee and care information supplied with their Goods.

 

6.7 Intended Use of Goods

Unless expressly stated otherwise, Goods supplied by Perfectly Plush KZN are intended primarily for use in an ordinary residential or domestic environment.

Where Goods are used in a commercial, industrial or other non-domestic environment, you acknowledge that the Goods may be subject to substantially greater levels of use, wear and exposure.

Any warranty or guarantee applicable to the Goods may be affected where the Goods are used outside their intended environment or contrary to the manufacturer's specifications or care instructions.

Nothing in this clause limits any rights that cannot lawfully be excluded under applicable consumer protection legislation.

 

6.8 Natural Characteristics of Materials

Certain materials used in our Goods, particularly genuine leather, solid wood, reclaimed wood and other natural or recycled materials, have unique characteristics that contribute to their individual appearance.

Natural variations may include:

  • Differences in colour, grain and texture;
  • Natural markings and variations in the leather;
  • Small cracks, creases or surface variations;
  • Knots and grain variations in solid wood;
  • Live edges;
  • Variations in tone and finish;
  • Minor dents, scratches or imperfections; and
  • Other characteristics associated with natural, reclaimed, recycled or handcrafted materials.

These characteristics are generally considered part of the inherent nature and individuality of the material and will not, in themselves, be regarded as manufacturing defects.

Some Goods may be manufactured using reclaimed or recycled materials. As a result, the Goods may display features such as previous marks, colour variations, scratches, dents, holes, nail marks, metal fittings or other inconsistencies arising from the material's previous use or from the handcrafted manufacturing process.

Solid wood is a natural material and may expand, contract or develop minor cracks or changes over time in response to changes in temperature, humidity and environmental conditions.

Minor natural movement or cracking does not necessarily constitute a defect, provided that it does not materially affect the structural integrity, functionality or intended use of the Goods.

Customers purchasing Goods made from natural, reclaimed or recycled materials acknowledge and accept that each item may have its own unique characteristics and may differ slightly from product photographs or display samples.

 

7. CANCELLATION OF ORDERS

Once an order has been placed with Perfectly Plush KZN, cancellation may be subject to the nature and status of the order.

 

Certain orders, including Made-to-Order Goods, may not be eligible for cancellation once production, procurement or processing has commenced, except where otherwise required by applicable law.

 

For eligible orders, a cancellation request must be submitted to the Perfectly Plush KZN Customer Care Team as soon as possible. Cancellation requests will be considered in accordance with these Terms and Conditions, our Returns and Refunds Policy and any specific terms applicable to the Goods purchased.

 

Where a cancellation and refund have been approved, the refund will generally only be processed once the Goods have been returned to and received by Perfectly Plush KZN, where the Goods have already been delivered, and any required inspection has been completed.

 

Any applicable delivery, collection, handling, storage or other charges may be deducted from the refund where permitted under our Terms and Conditions and applicable law.

 

For further information regarding the return of Goods, please refer to our Returns and Refunds Policy.

 

For terms specifically applicable to Made-to-Order Goods, please refer to the Made-to-Order Terms and Conditions.

If you wish to cancel an order or require clarification regarding your cancellation rights, please contact the Perfectly Plush KZN Customer Care Team as soon as possible.