At Craft City Furniture, we strive to provide a seamless and premium shopping experience. Every item is carefully selected, inspected, and packaged with care — because your satisfaction matters to us. This Refund & Returns Policy outlines how returns, exchanges, and refunds are handled in full compliance with South African consumer law, including the Consumer Protection Act (CPA) and the Electronic Communications and Transactions Act (ECTA).

Please read this policy thoroughly before completing your purchase.

1. Your Rights Under South African Law

All goods sold by Craft City Furniture automatically carry an implied 6-month warranty under Section 56 of the Consumer Protection Act. This means:

  • If the product is defective, faulty, unsafe, or fails to meet acceptable standards of quality and durability, you have the right to choose:
    a repair, a replacement, or a full refund.
  • These rights apply whether or not the manufacturer or supplier offers an additional warranty.
  • These rights cannot be excluded or limited by any store policy.

We honour these legal requirements in full — and aim to make the process as smooth as possible.

2. Return Request Timeframes

You may request a return, exchange, or refund within the following windows:

2.1 Defective, Damaged or Incorrect Products

If your item arrives damaged, faulty, or different from what you ordered:

  • You must notify us within 7 days of delivery or collection.
  • Clear photos/videos may be requested for assessment.
  • We will arrange collection at no cost to you.

Once inspected and confirmed defective, you may choose a refund, replacement, or repair, as protected by the CPA.

2.2 Non-Defective Product Returns

For returns not related to defects (e.g. change of preference):

  • Requests must be made within 7 days of delivery/collection.
  • The item must be unused, undamaged, and in its original packaging, including all accessories, tags, manuals and components.
  • Craft City Furniture reserves the right to accept or decline these requests at our discretion.
  • If approved, the customer is responsible for return courier costs.

Please note:
The CPA does not require retailers to accept returns for change of mind. We allow it only as a courtesy and with conditions.

3. Items Not Eligible for Return

Unless defective, the following items cannot be returned:

  • Custom-made or made-to-order furniture
  • Special-order items not normally stocked
  • Items that have been assembled, installed, or altered after delivery
  • Products showing signs of use, wear, or damage post-delivery
  • Items missing original packaging or components

If you’re unsure whether your item qualifies, please contact us before initiating a return.

4. Condition of Returned Items

All returned products undergo a professional inspection.
To qualify for a refund or exchange (non-defective returns):

  • The item must be in 100% resalable condition.
  • Packaging must be intact and unmarked.
  • No scratches, dents, stains, or assembly marks may be present.

If the item fails inspection, a partial refund may be offered — or the return may be declined.

5. Return & Collection Process

Step 1 — Submit Request

Email us at returns@craftcityfurn.co.za with:

  • Full name
  • Order number
  • Reason for return
  • Photos/Videos if the item is damaged/defective

Step 2 — Approval & Instructions

If the return is approved, we will:

  • Issue a Return Authorization
  • Provide collection instructions
  • Arrange courier collection (for defective returns only)

Step 3 — Inspection

Once the item reaches our warehouse, a full quality assessment is completed within 5–7 business days.

6. Refund Processing

If your return is approved:

  • Refunds are processed back to the original payment method.
  • Refunds typically reflect within up to 14 business days, depending on your bank, payment gateway and processing times.
  • Original delivery fees are non-refundable, unless the return is due to a defect or incorrect product.

For non-defective returns:
Return courier fees will be deducted (if applicable).

7. Exchanges

Exchanges for a different item, colour, or model can be requested within the 7-day return window, subject to stock availability.

If the item is defective under CPA, exchanges are free of charge.
If the exchange is due to preference, courier costs will apply.

8. Warranty & CPA Protection

8.1 6-Month CPA Warranty

All products are backed by a 6-month implied CPA warranty, covering defects in materials, manufacturing, workmanship, or performance.

During this period, you may request:

  • Repair
  • Replacement
  • Refund

If the defect reappears after a repair within the 6-month period, you may choose either a replacement or a full refund.

8.2 What the CPA Does Not Cover

The CPA does not cover damage caused by:

  • Negligence
  • Misuse or improper cleaning
  • Accidental damage
  • Excessive force
  • Commercial use (if item is for residential use)
  • Exposure to moisture, sunlight, pets, or harsh chemicals
  • Normal wear and tear

9. Delivery-Related Issues

If your order arrives:

  • Damaged in transit
  • With missing parts
  • Incorrectly supplied

You must notify us within 7 days so we can resolve it quickly.
In these cases, return shipping is free and handled by Craft City Furniture.

10. Refunds for Cancelled Orders

Before Dispatch

If you cancel before dispatch, a full refund may be issued immediately.

After Dispatch

If the order has already been shipped, the return process applies.
Courier fees may still apply for non-defective cancellations.

11. Legal Compliance & Consumer Rights

This policy fully complies with:

  • Consumer Protection Act (CPA) 68 of 2008
  • Electronic Communications and Transactions Act (ECTA) 25 of 2002
  • South African common-law principles on sale agreements

Where any clause in this policy conflicts with South African law, statutory rights under CPA and ECTA will always take precedence.

12. Contact Details

If you need assistance with a return, refund or exchange, please contact:

Craft City Furniture – Customer Support
Email: support@craftcityfurn.co.za
Phone: 0448680727
Working Hours: Mon–Fri, 9am–5pm (excluding public holidays)

We endeavour to respond within 24–48 business hours.

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