Refund & Returns

Overview

At Furniture360, we want you to be completely happy with your purchase. We understand that buying furniture online is a significant decision, and we stand behind the quality of everything we sell.

This policy sets out your rights when it comes to returns and refunds, in line with the Consumer Protection Act 68 of 2008 (CPA). If something is not right with your order, please reach out to us — we will always try to find a fair resolution as quickly as possible.

What Can Be Returned

We accept returns in the following circumstances:

Defective goods

If a product is found to be defective, not fit for purpose, or not of acceptable quality, you are entitled under the CPA to return it within 6 months of delivery. You may choose between a repair, a replacement of the same item, or a full refund — the choice is yours.

Wrong item received

If you receive an item that is different from what you ordered, we will arrange a collection and either send the correct item or issue a full refund, including any delivery fees paid.

Damaged on delivery

Items that arrive visibly damaged are eligible for return. Please see the Delivery Damage section below for important steps to follow at the time of delivery.

What Cannot Be Returned

The following items are not eligible for return, except in the case of a manufacturing defect or damage caused during delivery:

• Items that have been assembled, unless the defect is only visible after assembly
• Items that show signs of use, wear, or modification
• Items returned because of a change of mind — all products are ordered and sourced specifically for each customer
• Items damaged through misuse, accidents, neglect, or failure to follow care instructions
• Items purchased on clearance or marked as final sale, unless defective

Defective or Damaged Items

We take product quality seriously. If your item develops a fault or defect through no fault of your own, here is what we will do:

Within 6 months of delivery

Under the Consumer Protection Act, we are required to accept the return of any goods that are defective within 6 months of purchase. You have the right to choose one of the following outcomes:

• Repair — we will arrange for the defect to be fixed at no cost to you
• Replacement — we will send you a replacement of the same item
• Refund — we will issue a full refund to your original payment method

After 6 months

If a defect appears after 6 months, please still contact us. While the automatic CPA right to return no longer applies, we will assess the issue on a case-by-case basis. Defects that are clearly the result of a manufacturing fault and not normal wear and tear will still be considered under our warranty.

How to report a defect

To report a defect, please email info@furniture360.co.za or WhatsApp us on 061 893 1271 with the following:

• Your order number
• A clear description of the defect
• Photos or a short video showing the issue

We will respond within 2 business days with a proposed resolution.

Wrong Item Received

We do our best to ensure every order is picked and packed correctly, but mistakes can occasionally happen.

If you have received an item that does not match what you ordered, please contact us within 48 hours of delivery at info@furniture360.co.za with your order number and a photo of the item you received.

We will arrange collection of the incorrect item at no cost to you and either dispatch the correct item or issue a full refund — whichever you prefer. We will not ask you to cover any additional delivery costs in this situation.

How to Return an Item

Follow these steps to initiate a return. Please do not send anything back before hearing from us — we need to assess the request and arrange the appropriate logistics.

Refunds

How refunds are issued

All refunds are issued to the original payment method used at checkout. We are unable to refund to a different bank account, card, or payment method than the one used to place the order.

Refund timeline

• Once we receive and inspect the returned item, your refund will be processed within 5 to 10 business days
• EFT refunds are typically reflected within 3 to 5 business days after processing
• Card refunds may take slightly longer depending on your bank — usually 5 to 10 business days after processing

Partial refunds

In some cases, a partial refund may be issued — for example, if only part of a multi-item order is returned.

Delivery fees

Original delivery fees are refunded only if the return is due to a defect, damage in transit, or an error on our part.

Exchanges

If you would prefer to exchange a defective or incorrectly delivered item rather than receive a refund, we are happy to help where stock allows.

To request an exchange, follow the same process as a return — contact us with your order number and let us know what you would like instead. If the replacement item is a different price, we will either charge or refund the difference accordingly.

We cannot guarantee that the exact item you want to exchange for will be in stock. If it is not available, we will offer a refund or a suitable alternative instead.

Delivery Damage

Furniture is large and heavy — transit damage, while uncommon, can happen. Here is what to do if your delivery arrives damaged:

At the time of delivery

• Inspect the packaging and the item itself before signing the delivery documentation
• If you notice any damage, note it clearly on the delivery waybill or proof of delivery before signing
• Where possible, take photos of the packaging and the damage while the courier is still present
• You are entitled to refuse delivery of an item that is clearly and significantly damaged

After delivery

If you notice damage after the courier has left, please contact us within 24 hours of delivery at info@furniture360.co.za with your order number and photos of the damage.

Damage reported after 24 hours may be more difficult to attribute to transit and may not be eligible for a claim. We will still assess the situation but cannot guarantee a full resolution in all cases.

Contact Us

If you need to initiate a return, have a question about your order, or just want to check something before you buy, we are here to help.