Last updated: 30 August 2026
1. Made-to-order items
Because every item is built to your chosen size, finish, branding, and add-ons, it can’t be
resold as-is to another customer. Under the Consumer Protection Act 68 of 2008, the standard
right to return a product simply because you changed your mind doesn’t apply to goods
manufactured to a customer’s specification. That means:
- You can cancel free of charge before production starts — i.e. before the confirmation call
described in our Terms and Conditions has taken place. - Once production has started, cancelling may involve a charge for materials and labour
already committed to your order.
2. Faulty or damaged items
You’re always covered if what arrives is faulty, damaged in transit, or doesn’t match what you
ordered. If that happens:
- Contact us at [contact email] within [X] days of delivery with your order number and photos
of the issue. - We’ll assess whether it needs a repair, a replacement part, or (where that’s not practical)
a full or partial refund — your choice where more than one is reasonable, per the Consumer
Protection Act. - Where a repair or replacement is agreed, we’ll arrange collection of the affected item at no
cost to you.
3. Structural warranty
Where a product page states a structural warranty (for example, 24 months), that covers
manufacturing defects in the carcass and base construction under normal commercial use. It doesn’t
cover damage from misuse, accidental damage, normal wear, or changes you make to the item after
delivery.
4. What isn’t covered
- Change of mind once production has started.
- Colour variation that’s inherent to natural materials (wood grain, powder-coat batch
variation) and within the tolerance shown on your Pantone/colour-match confirmation call. - Damage from misuse, poor installation by a third party, or normal wear.
5. Refunds
Where a refund is agreed, we’ll process it back to your original payment method within
[X] working days of the refund being approved.
6. Contact
Any question about an order, a fault, or a delivery issue — contact us at [contact email]
with your order number.