Refund policy
COUCHES EXCLUSIVE (PTY) LTD
RETURNS, EXCHANGES & REPAIRS POLICY
1. NO CHANGE-OF-MIND RETURNS
Couches Exclusive does not accept returns or issue refunds for products that a customer no longer wants, has changed their mind about, or does not like.
This includes, but is not limited to:
Colour or fabric preference
Comfort or firmness preference
Size or fit in the customer's space
Style or appearance preference
Refunds, repairs or replacements are only provided where a product is defective, damaged or broken, as set out in this policy and in accordance with the Consumer Protection Act.
Delivery, collection, and installation fees are non-refundable unless the return is due to a confirmed defect.
2. ONLINE ORDERS – 7-DAY COOLING-OFF (ECT ACT)
In accordance with section 44 of the Electronic Communications and Transactions Act, ready-made (in-stock) items purchased online may be cancelled within 7 days of delivery.
To qualify:
The item must be unused
The item must be in original condition
The item must not have been assembled or installed
Proof of purchase is required
The cost of returning the item is for the customer's account.
This cooling-off right does not apply to custom or made-to-order items manufactured to the customer's specifications, as excluded under section 42 of the Electronic Communications and Transactions Act.
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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 cannot be returned or refunded unless defective. 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 will be declined where:
No defect is found
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
Refunds are only issued for confirmed defects or valid cancellations under section 2 of this policy.
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.