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PRODUCT RETURNS & EXCHANGE POLICY

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Returns or Exchanges

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The Joinery Firm will process your return request in the following circumstances:

  • If your purchase falls under the ECT Act, you may return an undamaged, non-defective product in the event that you change your mind about the product within7 (Seven) days of delivery of products, which return shall incur a collection charge, equivalent to the initial delivery fee.

  • You may return a product if you have not had the opportunity to inspect the product and upon inspection the goods do not meet the type or quality reasonably expected from the agreement, within 10(ten) days of delivery free of charge. The Joinery Firm may charge an additional fee for wear and tear. Unfortunately no returns are accepted for custom made orders.

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Returns Procedure

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  • Should you wish to return a product, you will need to email us at info@thejoineryfirm.com to log a return.

  • As you agreed to inspect the product for defects or damage before accepting the delivery, you are encouraged to submit photographic proof and you must provide full reasons for alleging that the product is defective, including stating how the product was utilised during the period that it was in your possession.

  • Should we be of the opinion that your product is returnable we will contact you to arrange collection or advise you if you may drop off the product at one of our courier partner's distribution centres.

  • Once the return has reached our workshop, the product will be inspected before the return is processed.

  • If you have proven that the statutory warranty has been breached, you may choose a refund, store credit, repair, or an exchange if possible.

  • If you have proven that any of the extended warranties have been breached, we may offer you a repair, exchange, or store credit at our discretion.

  • If you have returned the product within 7 (seven) days in terms of the ECT Act or within 10 (ten) days if you have not had the opportunity to inspect the product you may receive a refund, less any applicable collection or wear and tear fee.

  • Should you wish to elect a refund, the refund be processed only once you’ve provided our accounts department with confirmation of bank details by way of a bank confirmation letter and your bank details have been verified.

  • All refunds will be processed allowing 2 – 4 business days for the funds to reflect once the credit has been processed.

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The Joinery Firm will evaluate the defect and honour warranties if:

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  • The defect existed at the time of delivery or collection and manifested during the warranty period;

  • The defect did not arise due to normal wear and tear or misuse/abuse by the customer;

  • The customer duly complied with the care instructions and maintenance.

 

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Furniture Returns

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​In addition to a product being returnable in accordance with the Returns Policy above, if the customer is dissatisfied with their furniture purchase or has made an error and wishes to exchange or return the furniture, they may do so within 10 business days of purchase. The furniture must be returned in its original condition and packaging, accompanied by the original invoice. The customer has the option to receive a store credit or exchange, as refunds are not provided.

 

Should the customer chooses to return the product, a 15% handling/restocking fee will be applied for the furniture return as outlined in this section (this fee may increase based on circumstances). Additionally, if the product requires collection, a collection fee will be charged. The customer will receive a store credit equivalent to the value of the furniture product minus the handling fee.

 

If the customer opts for an exchange, the selected product must not exceed the purchase price of the original item, taking into account the handling fee, collection fee, and applicable usage charges, unless the customer pays the price difference.

 

Before processing the store credit or exchange, the product will undergo an assessment for wear and tear. If evidence of use is found, a usage charge will be levied in proportion to the extent of use. Please note that this section does not cover custom or made-to-order products.

 

Products that have been physically altered, partially disassembled, or damaged cannot be returned or exchanged under this section. The Joinery Firm will thoroughly inspect products submitted for exchange or return to assess their condition accordingly.

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