1. Return and Refund Policy

1.1 General return position

Sofaworx manufactures and supplies furniture, décor and related goods, including standard stock items, made-to-order items and custom-manufactured items. Our return and refund policy depends on the type of product purchased, the way it was purchased, and whether the item is defective, incorrectly supplied, or being returned due to a change of mind.

Nothing in this policy is intended to limit any statutory consumer rights that cannot lawfully be limited or excluded under South African law, including the Consumer Protection Act 68 of 2008 and the Electronic Communications and Transactions Act 25 of 2002.

1.2 Change-of-mind returns

Sofaworx is not legally required to accept returns purely because a customer has changed their mind, selected the wrong item, no longer wants the item, or decided that the item does not suit the room, unless a statutory cooling-off right applies.

Where Sofaworx agrees to accept a discretionary change-of-mind return, the goods must be:

·       unused;

·       undamaged;

·       in original condition;

·       in original packaging where applicable;

·       accompanied by proof of purchase;

·       returned within the period approved by Sofaworx in writing.

Sofaworx may charge reasonable collection, delivery, handling, inspection, repackaging, administration or restocking fees for discretionary returns.

1.3 Items generally not returnable for change of mind

The following items are generally not returnable for change of mind:

·       custom goods;

·       made-to-order goods;

·       goods manufactured to a customer’s selected size, configuration, fabric, leather,    colour or finish;

·       clearance items;

·       display or floor-stock items where the condition was disclosed;

·       used items;

·       mattresses and bedding;

·       cut fabric, customer-supplied fabric, or customer-specific products.

1.4 Online cooling-off rights

For qualifying electronic transactions concluded online, a customer may have a 7-day cooling-off right under the Electronic Communications and Transactions Act.

Where applicable, the customer may cancel within 7 days after receiving the goods. The goods must be unused and returned in the same condition. The customer may be responsible for the direct cost of returning the goods, unless the goods are defective or incorrectly supplied.

Refunds will be processed in accordance with applicable law after the goods have been returned and inspected. The ECT Act provides for refunds within 30 days of cancellation in applicable circumstances.

This cooling-off right may not apply to certain goods, including goods made to the customer’s specifications or clearly personalised.

1.5 Defective goods and CPA rights

Sofaworx respects the customer’s rights under the Consumer Protection Act. If goods are defective, unsafe, not reasonably suitable for their intended purpose, or do not comply with the standards required by the CPA, the customer may have the right to return the goods within 6 months of delivery and elect a repair, replacement or refund, subject to the CPA and any applicable assessment.

Sofaworx may inspect the goods to determine whether:

·       the issue is a manufacturing defect;

·       the issue resulted from misuse, abuse or negligence;

·       the issue is normal wear and tear;

·       the issue resulted from incorrect care or cleaning;

·       the goods were altered, damaged or repaired by a third party after delivery;

·       the complaint relates to natural variations in leather, timber, fabric or other materials.

If the goods are found to be defective as contemplated by law, Sofaworx will comply with the applicable remedy required by law.

1.6 What is not regarded as a defect

The following will generally not be regarded as manufacturing defects:

·       normal wear and tear;

·       natural leather markings, scars, grain variation or shade variation;

·       fabric pile movement, shading or minor batch colour variation;

·       foam softening from normal use;

·       comfort preference;

·       wrinkling, creasing or stretching of fabric or leather from normal use;

·       damage caused by pets, children, spills, stains, burns or chemicals;

·       damage caused by direct sunlight, heat, moisture or unsuitable environmental conditions;

·       damage caused by incorrect cleaning products or failure to follow care instructions;

·       damage caused during transport by a customer or third-party transporter;

·       customer-supplied fabric or leather failure;

·       incorrect measurements supplied or approved by the customer.

1.7 Warranty

Sofaworx may provide product warranties in addition to the customer’s statutory rights. Warranty cover may differ by product category and component, including frames, foam, stitching, mechanisms, fabric, leather, timber, hardware, legs and finishes.

Unless expressly stated, warranties cover manufacturing defects only and do not cover misuse, abuse, commercial use, negligence, incorrect care, unsuitable conditions, unauthorised repairs, third-party damage, or normal wear and tear.

Sofaworx’s 15-year frame warranty, where applicable, applies to the structural frame only and does not automatically apply to fabric, leather, foam, stitching, mechanisms, legs, finishes or accessories.

1.8 Repairs

Where a repair is agreed or required, Sofaworx may assess whether the repair can be done on-site or at its premises. Repair timelines are estimates. Materials used for repair may vary slightly from the original due to batch availability. Unauthorised third-party repairs may void warranty protection.

1.9 Refund processing

Approved refunds will be processed using a method reasonably selected by Sofaworx, subject to payment-provider and banking timelines. Delivery, collection, handling or administration charges may be deducted where permitted by law and where the return is discretionary or caused by customer error.