Refund policy

COUCHES EXCLUSIVE (PTY) LTD

RETURNS, EXCHANGES & REPAIRS POLICY

Version 1.0 | Effective: 2026

1. VOLUNTARY RETURN PERIOD (30-DAY POLICY)

Couches Exclusive offers a voluntary 30-day return period from the date of delivery or collection for eligible items.

This voluntary policy is in addition to, and does not limit, any rights provided under the Consumer Protection Act.

To qualify for a voluntary return:

• The item must be unused

• The item must be in original condition

• The item must not be custom or made-to-order

• The item must be returned within 30 days

• Proof of purchase is required

  Refunds will be processed to the original payment method.

  Delivery, collection, and installation fees are non-refundable unless the return is due to a confirmed defect.

  2. IMPORTANT NOTE ON FURNITURE RETURNS

  Furniture returns under the voluntary 30-day policy are accepted only where:

• The item is unused

• The item is not custom-made

• The item has not been assembled or installed

• The item is returned within 30 days

  Furniture that has been assembled, installed, or used does not qualify for voluntary return unless defective under statutory rights.

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3. CUSTOM & MADE-TO-ORDER ITEMS

Custom or made-to-order items include products manufactured according to customer- selected:

• Fabric options

• Size modifications

• Colour changes

• Design adjustments

  These items are excluded from the voluntary 30-day return policy. However, custom items remain protected under statutory defect rights.

  Deposits for custom orders are non-refundable once production has commenced, unless cancellation results from confirmed manufacturing defect or breach by Couches Exclusive.

  4. RETURN PROCESS 4.1 In-Store Returns

• Proof of purchase is required.

• Items will be inspected prior to approval.

  4.2 Furniture Collection Returns

  Where furniture requires collection:

• Customers must contact Couches Exclusive to arrange assessment.

• Collection fees may apply where the return is not due to a confirmed defect.

  5. INSPECTION PROCESS

  All returned items are subject to inspection.
  If inspection confirms:
  a) A Manufacturing Defect (Within 6 Months) In accordance with the Consumer Protection Act:

• The customer may elect repair, replacement, or refund if a defect is confirmed within 6 months of delivery.

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b) After 6 Months

Warranty claims are governed by Couches Exclusive’s extended warranty terms as set out in the Warranty & Care Manual.

Under extended warranty:
• Repair shall be the primary remedy unless otherwise required by law.

c) No Defect or Evidence of Misuse

The return may be declined where:

• Damage results from misuse

• The product was improperly maintained

• The product shows signs of wear beyond normal residential use

• Damage occurred after delivery or collection

  6. DELIVERY CONDITION & REPORTING

  Customers are encouraged to inspect items upon delivery or collection.
  Visible transit damage should be reported within 48 hours to allow prompt resolution.

  Failure to report within this period does not remove statutory rights but may delay assessment.

  7. DEFECTIVE PRODUCTS – STATUTORY RIGHTS

  In accordance with the Consumer Protection Act:

• All goods carry a 6-month implied warranty against defects.

• Within 6 months of delivery, customers may choose repair, replacement, or refund if a

  defect is confirmed.
  These rights apply regardless of whether the product is in-stock or custom-made.

  8. EXTENDED WARRANTY ALIGNMENT

  In addition to statutory rights, Couches Exclusive provides extended warranty coverage for residential use:

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• 10-Year structural frame warranty

• 2-Year warranty on foam and fibre fillings

• 2-Year warranty on stitching and seams

• 2-Year warranty on webbing and springs

• 2-Year warranty on craftsmanship and workmanship

• 2-Year warranty on motion mechanisms and motors (where applicable)

  Extended warranty terms are governed by the Warranty & Care Manual.

  9. EXCLUSIONS – NOT CONSIDERED DEFECTS

  The following are not considered manufacturing defects:

• Natural variations in wood, leather, marble, or fabric

• Minor colour batch differences

• Cushion softening from normal use

• Fabric pilling during initial months

• Normal wear and tear

• Damage caused after delivery or collection

• Incorrect assembly by the customer or third parties

• Commercial or rental use unless agreed in writing

• Failure to follow care instructions

  10. REFUNDS

  Approved refunds will be processed to the original payment method.
  Delivery and collection fees are non-refundable unless the return is due to a confirmed defect. Refund processing times may vary depending on banking institutions.

  11. EXCHANGES

  Exchanges are subject to:

• Inspection approval

• Product availability
  Price differences may apply.
  Custom-made items may not be exchanged unless defective.