Returns Policy

At Shandu Furnitures, we strive to provide high-quality furniture and a seamless shopping experience. We understand that sometimes you may need to return a product, and this policy explains eligibility, process, fees, and timeframes for returns and refunds in accordance with the Consumer Protection Act (CPA) and fair business practices.

1. Eligibility for Returns

• You may return unused, undamaged, and unassembled products within 7 calendar days of delivery for an exchange or store credit.

• Items must be in their original packaging, complete with all parts, manuals, and accessories.

• Returns are not eligible if the product shows signs of use, damage, or improper handling after delivery.

2. Non-Returnable Items

The following items cannot be returned:

1. Custom-made or personalised furniture – as these are made to your specifications.

2. Clearance or sale items – discounted items are final sale.

3. Items damaged due to customer misuse – including accidental damage, improper assembly, or incorrect storage.

3. Damaged or Defective Products

• If a product arrives damaged or defective, it must be reported within 48 hours of delivery.

• Shandu Furnitures will assess the issue and, depending on the situation:

  • Repair the item, or

  • Replace the item with an identical product, or

  • Issue a full refund.

• Refunds or replacements for defective products are processed at no additional cost to the customer.

4. Handling Fee for Non-Defective Returns

• For non-defective returns, a 15% handling fee applies.

• This fee is fair, reasonable, and lawful because it covers:

  • Inspection and quality checks

  • Repackaging and restocking

  • Administrative costs involved in processing the return

  • Transport coordination (if required)

• The minimum handling fee is 15%.

• Defective or damaged items are exempt from this fee.

The handling fee is in line with CPA provisions for reasonable costs and ensures small businesses like Shandu Furnitures can continue offering affordable pricing and reliable service.

 

5. Return Process

To return a product:

1. Contact our support team at returns@shandufurnitures.co.za or via WhatsApp 060 404 5434.

2. Provide your order number, product details, and reason for return.

3. Follow the instructions provided by our team for collection or drop-off.

4. Ensure the item is securely packed to prevent damage during transit.

Customers are responsible for return shipping costs for non-defective items. If we or the supplier need to collect the item, customers may be liable for fuel or transport fees, except for defective products.

 

6. Refund Timeframes

• Refunds are processed within 20 working days or a full calendar month, depending on the payment method, supplier processing, and banking procedures.

• Refunds are issued via the original payment method.

• For non-defective items, the handling fee will be deducted from the refund.

• Refunds do not apply to:

  • Used or shop-soiled items

  • Custom-made or personalised products

  • Clearance or sale items

7. Exchanges & Store Credit

• Exchanges are possible for identical items in different colours or sizes, subject to stock availability.

• If you prefer, store credit can be issued for the returned product, minus the handling fee for non-defective items.

8. Customer Responsibilities

• Inspect all items upon delivery and report any damage or defects within 48 hours.

• Maintain the item in good condition while arranging the return.

• Follow the return instructions provided by Shandu Furnitures to ensure a smooth process.

9. Additional Notes

• Shandu Furnitures is committed to fair and transparent practices, balancing customer convenience with small business sustainability.

• The 15% handling fee and return policies are designed to cover operational costs while still providing a safe, trustworthy shopping experience.

• Any disputes will be handled in line with South African law, and customers are encouraged to contact our support team to resolve issues amicably.