1. Purpose

This policy sets out the terms and conditions under which customers may return goods purchased from House of Decor, whether in-store or via our online platform. This policy is designed to comply with the Consumer Protection Act 68 of 2008 (CPA) and general principles of fair dealing under South African consumer law.

2. General Return Eligibility

To be eligible for a return, goods must meet all of the following conditions:

• The return is initiated within the timeframe specified in Section 3 below.
• Goods are in their original, unused, and undamaged condition.
• All original packaging, labels, tags, and accessories are included.
• Proof of purchase (receipt, invoice, or order confirmation) is presented.
• The item is not excluded from returns under Section 7 of this policy.

3. Return Timeframes

The following return windows apply from the date of purchase or delivery:

3.1 Standard Returns

• In-Store Purchases: Returns must be initiated within [7] days of purchase.
• Online Purchases: Returns must be initiated within [7] days of the delivery date.

3.2 Statutory 5-Day Return Period (CPA Section 56)

If goods are found to be defective, unsafe, or not fit for purpose upon delivery, customers have the right to return goods within 5 business days of delivery and may elect a full refund, replacement, or repair in accordance with Section 56 of the Consumer Protection Act.

3.3 Extended Warranty Claims

Defective goods discovered after the standard return window but within the product’s implied or expressed warranty period will be addressed in accordance with Section 7 and the applicable manufacturer’s warranty terms.

4. Return Methods

4.1 In-Store Returns

Customers may return goods directly to any of our physical store locations during trading hours. Please bring the following:

• Original proof of purchase.
• The goods in their original condition and packaging.
• A valid South African identity document or equivalent.

4.2 Online Returns

Customers who purchased goods through our online platform may initiate a return by following these steps:

• Step 1 : Contact our customer service team at hello@houseofdecor.co.za to request a Return Merchandise Authorisation (RMA) number.
• Step 2 : Pack the goods securely in their original packaging, clearly marking the RMA number on the outside of the parcel.
• Step 3 : Arrange and pay for the courier delivery of the goods to the return address provided. (See Section 5 for important information on return shipping costs.)
• Step 4 : Email proof of postage/courier receipt to hello@houseofdecor.co.za. Returns without a valid RMA number will not be accepted.

5. Return Shipping — Online Purchases

For online returns, the cost of returning goods to us is the customer’s responsibility, except in the circumstances described below.

5.1 Customer-Paid Return Shipping

Unless the return is due to a defect, error, or fault on our part, the customer is responsible for:

• All courier or postage costs to return the goods to our designated returns address.
• Ensuring goods are adequately packaged to prevent damage in transit. Goods damaged during return shipping due to inadequate packaging may not qualify for a refund.
• Using a trackable and insured courier service. House of Decor accepts no liability for parcels lost or damaged in transit during a customer-arranged return.

5.2 Return Shipping Covered by House of Decor

We will arrange and cover the cost of return shipping in the following circumstances only:

• The goods received were incorrect (wrong item sent).
• The goods arrived in a damaged or defective condition upon delivery.
• The return is initiated within the CPA Section 56 five-business-day period for defective goods.

In such cases, please contact us at hello@houseofdecor.co.za before sending the goods, so that we may arrange collection.

6. Refunds, Replacements, and Store Credit

Upon receipt and inspection of returned goods, we will notify you of the outcome within [5–7] business days. The following outcomes apply:

6.1 Approved Returns

• Refund: Issued to the original payment method within [7–10] business days of approval. Online purchases will be refunded net of the original delivery fee unless the return is due to our error.
• Replacement: Where stock is available, we can dispatch a replacement item at no additional charge.
• Store Credit: At the customer’s request, a store credit voucher may be issued to the full value of the goods.

6.2 Partial Refunds

A partial refund may be issued where goods are returned in a condition that is not pristine (e.g., opened packaging, minor signs of use), at the sole discretion of House of Décor.

6.3 Rejected Returns

If a return is rejected (e.g., goods are outside the return window, excluded items, or show signs of damage caused by the customer), we will notify you in writing. Rejected goods will be returned to the customer at their cost, or held for collection for a period of [30] days before being disposed of.

7. Non-Returnable and Excluded Items

The following items are not eligible for return unless they are defective upon receipt:

• Custom-made, bespoke, or made-to-order goods (including custom upholstery, custom furniture, and special-order items).
• Goods that have been used, altered, or installed by the customer.
• Perishable goods.
• Sealed goods where the seal has been broken after delivery (where applicable for hygiene reasons, e.g., mattresses, bedding, personal care items).
• Digital products or software that has been downloaded or activated.
• Goods purchased on final sale or marked as non-refundable at the time of purchase.

Note: The above exclusions do not override your statutory rights under the Consumer Protection Act 68 of 2008 in respect of defective goods. Even excluded items may be returned if found to be defective within the applicable statutory period.

8. Exchanges

Exchanges are subject to stock availability and must meet the same eligibility conditions as returns (Section 2). If the replacement item is of a higher value, the customer will be required to pay the difference. If of a lower value, a partial refund or store credit will be issued for the balance.

9. Defective or Damaged Goods

If you receive goods that are defective or damaged, please notify us within 5 business days of delivery by contacting us at hello@houseofdecor.co.za with your order number and photographic evidence of the defect or damage. We will assess the claim and, if valid, offer a repair, replacement, or refund at no cost to you, in accordance with the Consumer Protection Act.

10. Contact Information

For all return queries, please contact our customer service team:

Email: hello@houseofdecor.co.za

Phone: +27 031 765 2881

Returns Address: shop 7, Builders Way, Hillcrest, 3610, Kwa-Zulu Natal.

Business Hours: Monday – Friday, 08:00 – 16:30, Saturday – 09:00 – 13:00

11. Policy Amendments

House of Decor reserves the right to amend this policy at any time. The current version will always be available on our website and in-store. Changes take effect from the date of publication and do not affect returns already in progress under a previous version of this policy.