Shandu Furnitures – Returns, Refunds & Furniture Warranty Policy

Effective Date: 01 January 2026

At Shandu Furnitures, we are committed to supplying quality furniture and providing our customers with a reliable, professional and responsive after-sales service.

We stand behind the quality of the furniture we supply. Where a genuine defect, faulty component, material failure or workmanship issue is identified, Shandu Furnitures will attend to the necessary repair, replacement of defective components or materials, or replacement of the affected item where appropriate.

Our warranty commitment is intended to give customers confidence that when they purchase furniture from Shandu Furnitures, they have access to after-sales assistance should a genuine product-related problem arise.

This policy sets out the terms applicable to returns, refunds, repairs, replacements, inspections, collections, service visits and warranty-related matters.

By placing an order and making payment for furniture from Shandu Furnitures, the customer acknowledges and accepts this Returns, Refunds & Furniture Warranty Policy together with our Terms & Conditions and other applicable policies.

Nothing in this policy is intended to exclude or restrict any mandatory right or protection that cannot lawfully be excluded or restricted under South African law.

1. Eligibility for Returns

Customers may request the return of an unused, undamaged and unassembled product within 7 calendar days of delivery where the request relates to a non-defective change-of-mind return, subject to the terms and conditions of this policy.

For non-defective returns:

• The product must be unused, undamaged and unassembled.
• The product must be returned in its original condition and, where reasonably applicable, with its original packaging, parts, manuals and accessories.
• The product must not show signs of use, abuse, neglect, accidental damage, modification or improper handling.
• The customer is responsible for applicable return transportation, collection, fuel and/or service costs where the return is not due to a qualifying product defect.
• A handling fee may apply to eligible non-defective returns as set out in this policy.
• The product must be made available to Shandu Furnitures or its nominated collection/service provider in accordance with the return instructions provided.

This section applies to voluntary/non-defective returns and does not remove any mandatory statutory rights that may apply to a defective or otherwise non-compliant product.

2. Custom-Made, Personalised and Special-Order Furniture

Furniture manufactured, customised or ordered specifically according to a customer’s specifications is generally not eligible for a change-of-mind return because the product has been produced specifically for that customer.

This includes, but is not limited to:

• Custom sizes;
• Customer-selected materials or upholstery;
• Special colours or finishes;
• Custom configurations;
• Personalised furniture;
• Furniture manufactured specifically to a customer’s measurements or specifications; and
• Special-order products that are not ordinarily held in stock.

A customer may not cancel or return custom-made furniture simply because they have changed their mind, selected a different colour, no longer require the furniture or have changed their personal preferences.

Where a custom-made, personalised or special-order product is reported as defective, Shandu Furnitures will assess the matter and, where a genuine qualifying defect is identified, will attend to the appropriate repair, replacement of defective components/materials or replacement of the affected item where appropriate.

3. Sale, Clearance and Promotional Items

Sale, clearance and promotional furniture may be subject to special pricing and promotional terms.

A sale or promotional price does not automatically exclude the product from applicable quality or warranty protections.

Where a genuine defect is reported, Shandu Furnitures will assess the matter and determine the appropriate corrective action in accordance with this policy and applicable law.

4. Damaged or Defective Furniture – Our Warranty Commitment

Shandu Furnitures stands behind the furniture supplied to its customers.

Where a product is found to have a genuine:

• Manufacturing defect;
• Material defect;
• Workmanship defect;
• Faulty component;
• Structural defect;
• Assembly-related defect attributable to the supplier or manufacturer; or
• Other qualifying product fault,

Shandu Furnitures will make arrangements to have the issue appropriately addressed.

Depending on the circumstances, the corrective action may include:

• Repairing the furniture;
• Repairing or replacing the defective component;
• Replacing defective materials;
• Replacing a defective part;
• Reinforcing or correcting the affected structure;
• Replacing the affected furniture item; or
• Providing another appropriate remedy where necessary.

Shandu Furnitures’ commitment is to repair or replace the defective furniture, component or material where a genuine qualifying defect is established.

The customer is, however, responsible for the applicable service, call-out, inspection, collection, transportation, fuel and/or travelling charges associated with attending to the furniture, as set out in Section 8 of this policy, subject always to any mandatory legal requirement that may apply.

5. Reporting Damage or Defects

Customers should inspect their furniture as soon as reasonably possible after delivery.

Any visible delivery damage should preferably be reported within 48 hours of delivery, together with clear photographs and/or videos where possible.

Customers should report any defect that develops after delivery as soon as reasonably possible after becoming aware of the issue.

Prompt reporting allows Shandu Furnitures to investigate and resolve issues more efficiently.

The customer should provide:

• Order number;
• Customer name and contact details;
• Product details;
• Description of the problem;
• Photographs and/or videos showing the affected furniture;
• Date the problem was first noticed;
• Details of any relevant incident that may have caused the damage; and
• Any other information reasonably required by Shandu Furnitures to assess the claim.

Where the reported issue creates a potential safety concern, the customer may be instructed to stop using the affected furniture immediately until an assessment or repair has been completed.

6. Warranty Assessment, Inspection and Repairs

A reported defect does not automatically mean that the furniture must be collected, repaired or replaced without an assessment.

Shandu Furnitures reserves the right to assess the reported issue before determining the appropriate corrective action.

Depending on the nature and location of the complaint, Shandu Furnitures may:

• Request photographs or videos;
• Conduct a preliminary assessment remotely;
• Arrange an on-site inspection;
• Arrange for the furniture or affected component to be collected;
• Refer the matter to a supplier, manufacturer, technician or repair specialist;
• Arrange for a technician to attend at the customer’s premises; or
• Arrange another appropriate method of inspection or assessment.

The purpose of an inspection is to establish:

1. The nature of the reported problem;
2. Whether the product is defective;
3. The likely cause of the damage or failure;
4. Whether the issue can be repaired;
5. Whether a component or material needs to be replaced; and
6. Whether the affected item should be collected or replaced.

Where a genuine product defect is established, Shandu Furnitures will arrange the appropriate repair or replacement.

7. What Is Not Covered by the Furniture Warranty

The furniture warranty does not cover damage or deterioration caused by circumstances outside the normal manufacture, workmanship or intended use of the furniture.

This may include:

• Misuse or abuse;
• Accidental damage;
• Excessive force;
• Excessive loading or weight beyond the intended use of the furniture;
• Incorrect assembly or installation by the customer or an unauthorised third party;
• Failure to follow care, assembly or usage instructions;
• Improper storage;
• Exposure to unsuitable environmental conditions;
• Water damage;
• Fire damage;
• Damage caused by pets or pests;
• Deliberate damage;
• Neglect;
• Unauthorised alterations;
• Unauthorised modifications;
• Unauthorised repairs;
• Damage caused by third-party repairs;
• Damage caused after delivery through customer handling or relocation;
• Normal or ordinary wear and tear;
• Cosmetic deterioration associated with ordinary use;
• Damage resulting from the furniture being used for a purpose for which it was not designed; or
• Any other damage reasonably determined not to be a manufacturing, material or workmanship defect.

Where an inspection determines that the reported problem falls outside the warranty, Shandu Furnitures may provide the customer with a quotation for the required repair, replacement, parts, labour and applicable service charges.

8. Call-Out, Inspection, Collection, Fuel and Transport Fees

Shandu Furnitures provides customers with an after-sales repair and warranty service.

The furniture warranty relates to the repair or replacement of qualifying defective furniture, components and materials. It does not mean that technician attendance, inspections, collections, transportation or travelling services are automatically provided at no cost.

Customers are responsible for applicable service and logistical charges associated with attending to their furniture.

These charges may include:

• Technician call-out fees;
• On-site inspection fees;
• Service fees;
• Collection fees;
• Return transportation;
• Fuel costs;
• Travelling costs;
• Courier charges;
• Delivery and collection logistics;
• Technician labour where applicable;
• Third-party technician or specialist charges; and
• Other reasonable costs associated with attending to the customer’s furniture.

Gauteng Minimum Service / Call-Out Fee

For customers located within Gauteng, Shandu Furnitures has a standard minimum service/call-out fee of:

R550

The R550 minimum fee applies to applicable service attendance, inspection, repair visits, collection arrangements and other after-sales service visits, subject to the nature of the service and applicable law.

Where additional travelling, transportation, specialist services or other costs are required due to the customer’s location or the nature of the furniture/service, additional charges may apply.

Customers Outside Gauteng

For customers located outside Gauteng, service charges will be calculated according to the customer’s location and the logistics required.

This may include:

• Fuel;
• Distance travelled;
• Transport;
• Courier charges;
• Accommodation where genuinely required;
• Technician costs;
• Collection and return logistics; and
• Other reasonable travel or service-related expenses.

The customer will be advised of applicable charges before chargeable work is undertaken where reasonably possible.

9. Repairs and Replacement Parts

Where a genuine defect is established, Shandu Furnitures will arrange the necessary corrective work.

This may include:

• Repairing the furniture;
• Replacing defective legs;
• Replacing defective frames;
• Replacing defective mechanisms;
• Replacing defective upholstery or materials where appropriate;
• Replacing defective fittings;
• Reinforcing or repairing structural components;
• Replacing defective parts; or
• Replacing the affected item where repair is not reasonably appropriate.

Replacement parts and materials required to correct a genuine qualifying defect will be supplied by Shandu Furnitures at no additional charge for the defective component or material itself.

The customer remains responsible for applicable call-out, inspection, collection, transport, fuel and/or travelling charges as provided for in this policy, subject to any mandatory legal requirement applicable to the particular claim.

Where the customer requests repairs unrelated to a qualifying defect, the customer will be responsible for the applicable:

• Parts;
• Materials;
• Labour;
• Call-out;
• Inspection;
• Transport; and
• Fuel/travelling charges.

10. Repeat or Additional Service Requests

Shandu Furnitures will make reasonable efforts to resolve genuine product defects properly and efficiently.

However, the warranty does not create an entitlement to unlimited free technician visits or repeated service attendance for separate complaints, customer-caused damage, misuse, ordinary wear and tear or unrelated issues.

Each reported issue may be assessed separately.

Where an additional visit is required to complete or properly finalise an approved repair, Shandu Furnitures will coordinate the required service.

Where an additional visit relates to:

• A separate problem;
• A new defect;
• Customer-caused damage;
• Misuse;
• Accidental damage;
• Ordinary wear and tear;
• Unauthorised modification;
• Unauthorised repair; or
• Another matter outside the warranty,

the applicable service, call-out, inspection, collection, transport and/or fuel charges may apply.

This provision is intended to ensure that Shandu Furnitures can provide meaningful after-sales support while preventing repeated or unrelated service requests from being treated as unlimited complimentary services.

11. Handling Fee for Non-Defective Returns

For eligible non-defective change-of-mind returns, a 15% handling fee may apply.

The handling fee may cover reasonable costs associated with:

• Inspection and quality checks;
• Repackaging;
• Restocking;
• Administration;
• Transport coordination;
• Supplier coordination;
• Handling and processing; and
• Other reasonable operational costs associated with the return.

The 15% handling fee applies specifically to eligible non-defective returns and does not replace or override any remedy applicable to a genuine defective-product claim under mandatory law.

12. Return Process

To request a return, refund, repair or warranty assessment, customers must contact:

Email: returns@shandufurnitures.co.za
WhatsApp: 060 404 5434

Please provide:

1. Order number;
2. Customer name;
3. Product details;
4. Description of the issue or reason for the request;
5. Photographs and/or videos where applicable;
6. Date the issue was first noticed; and
7. Any other information reasonably required to assess the matter.

Customers must follow all return, collection, inspection and repair instructions provided by Shandu Furnitures.

Customers must not arrange an independent repair, alteration or third-party intervention before giving Shandu Furnitures a reasonable opportunity to assess the reported issue where doing so may affect the assessment of the claim.

13. Customer Responsibilities

Customers are responsible for:

• Using furniture for its intended purpose;
• Following applicable care, assembly and usage instructions;
• Taking reasonable care of the furniture;
• Reporting damage or defects as soon as reasonably possible;
• Providing accurate information regarding the problem;
• Providing photographs and/or videos where reasonably requested;
• Making the furniture reasonably accessible for inspection or repair;
• Cooperating with reasonable assessment and repair arrangements;
• Notifying Shandu Furnitures of any modifications or third-party work performed on the furniture;
• Not attempting unauthorised repairs where doing so may affect the assessment of the defect; and
• Paying applicable service, call-out, inspection, collection, transport and/or fuel charges in accordance with this policy.

Customers are responsible for ensuring that furniture remains accessible and reasonably safe for an inspection or repair appointment.

14. Refunds

A refund may be considered where applicable based on:

• The circumstances of the transaction;
• The nature of the return;
• The condition of the furniture;
• The applicable return terms;
• The applicable payment method; and
• Applicable South African law.

A request, complaint, cancellation or dispute does not automatically qualify for a refund. A refund will only be processed where the transaction, return or dispute has been assessed and is determined to qualify for a refund in accordance with this policy and applicable law.

Where a transaction or dispute qualifies for a refund, Shandu Furnitures will process the approved refund within approximately 10–15 working days from the date on which the refund has been confirmed as qualifying and all information, documentation, goods and/or other requirements reasonably necessary to process the refund have been completed.

Refunds will be processed using the original payment method used for the qualifying transaction, unless another lawful arrangement has been agreed or the original payment method is no longer reasonably available.

The 10–15 working-day processing period applies only to transactions, returns or disputes that have actually been determined to qualify for a refund. It does not mean that every complaint, cancellation, dispute, return request or demand automatically results in a refund.

Refund processing times may depend on:

• Confirmation that the transaction qualifies for a refund;
• Completion of the required assessment;
• Payment method;
• Banking procedures;
• Payment gateway processing;
• Supplier reconciliation;
• Return or collection of the goods;
• Verification of the customer’s payment and order information;
• Completion of any required documentation; and
• Any other reasonable administrative requirements necessary to process the refund.

Customers may not unilaterally impose, dictate or shorten Shandu Furnitures’ stated refund-processing period or require an immediate refund merely because a refund has been requested.

Shandu Furnitures is a legitimate and registered business operating in South Africa and conducts its customer transactions, returns and refunds through established business processes and procedures. Refunds are therefore processed in accordance with the applicable policy and are not processed according to an individual customer’s preferred or demanded timeframe.

Customers who do not wish to wait for the applicable 10–15 working-day refund-processing period remain entitled to seek any lawful legal or dispute-resolution remedy available to them. However, a customer seeking such a remedy does not, by itself, require Shandu Furnitures to abandon its established refund-processing procedure or process a qualifying refund outside the stated timeframe.

For eligible non-defective returns, any applicable 15% handling fee may be deducted from the refund.

Where the matter concerns a defective product, Shandu Furnitures will determine the appropriate remedy in accordance with this policy and applicable law.

15. Exchanges and Store Credit

Where appropriate and subject to availability, Shandu Furnitures may offer an exchange or store credit for eligible non-defective returns.

Exchanges may include identical items in different colours or sizes, subject to stock availability and any applicable price difference.

Store credit for an eligible non-defective return may be issued after deduction of the applicable handling fee.

Where a defective product requires corrective action, Shandu Furnitures may repair the affected item, replace defective components/materials or replace the affected item where appropriate.

16. Furniture Purchased in Bulk or Multiple Items

Where a customer purchases multiple items or places a bulk furniture order, each affected item may be assessed individually where a defect, damage or warranty claim is reported.

A problem affecting one item does not automatically establish that every item supplied under the same order is defective.

Shandu Furnitures may therefore inspect the affected item or items and determine the appropriate corrective action based on the nature and extent of the reported issue.

Where multiple items are affected by the same product-related defect, Shandu Furnitures will take reasonable steps to address the affected items.

Where a customer requests inspection, collection or service for multiple items, the applicable service and logistical charges will be determined according to the scope of the work and the customer’s location.

17. Warranty Does Not Mean Unlimited Free Service

The Shandu Furnitures warranty is intended to give customers confidence that the business stands behind the quality of its furniture.

Where a genuine qualifying defect is identified, Shandu Furnitures will repair the affected furniture or replace the defective component, material or item where appropriate.

However, the warranty does not mean that customers receive unlimited free:

• Technician visits;
• Call-outs;
• Inspections;
• Collections;
• Deliveries;
• Fuel;
• Travelling;
• Transport;
• Courier services; or
• Other logistical services.

The warranty covers the appropriate repair or replacement of the defective furniture, component or material, while applicable service and logistical charges remain payable by the customer in accordance with this policy, subject to any mandatory legal requirements.

This distinction enables Shandu Furnitures to provide a meaningful furniture warranty while maintaining a sustainable after-sales service.

18. Additional Warranty Benefits

Shandu Furnitures believes that purchasing furniture should not end once the furniture has been delivered.

Our after-sales commitment provides customers with access to assistance where a genuine product-related issue arises.

Depending on the circumstances, customers may benefit from:

• Professional assessment;
• Repair of defective furniture;
• Replacement of defective components;
• Replacement of defective materials;
• Replacement of affected items where appropriate;
• Coordination with suppliers, manufacturers and technicians;
• Assistance in identifying the cause of a furniture problem;
• Guidance regarding proper use and care; and
• Continued support until the approved corrective work has been addressed.

Our objective is to resolve genuine product problems professionally and efficiently while maintaining a fair and sustainable service model.

19. Customer Acceptance of the Policy

By placing an order, making payment, accepting delivery and/or taking possession of furniture supplied by Shandu Furnitures, the customer acknowledges that they have had an opportunity to review and accept the applicable terms and conditions and policies governing the purchase.

This includes the provisions relating to:

• Returns;
• Refunds;
• Repairs;
• Replacements;
• Warranty claims;
• Inspections;
• Call-out charges;
• Service charges;
• Collection charges;
• Transport;
• Fuel and travelling costs;
• Non-warranty repairs; and
• Customer responsibilities.

Where a customer proceeds with an order after being provided with or directed to the applicable terms and conditions, the customer will be deemed to have accepted those terms to the extent permitted by applicable law.

20. Dispute Resolution

Shandu Furnitures encourages customers to contact us first so that we can investigate and attempt to resolve any complaint, return, repair, replacement or warranty matter amicably.

Customers should provide the relevant order information and supporting photographs, videos or documentation where applicable so that the matter can be assessed properly.

A complaint, dispute or demand for a refund does not automatically establish an entitlement to a refund. Shandu Furnitures is entitled to assess the circumstances of the transaction and determine whether the matter qualifies for a refund in accordance with this policy and applicable law.

Where a refund has been approved, the applicable 10–15 working-day processing period set out in Section 14 will apply. Customers are requested to allow Shandu Furnitures the full applicable processing period before demanding that a refund be accelerated.

Shandu Furnitures will not be pressured, threatened or required to process a refund outside its established procedures merely because a customer has imposed a personal deadline that is not contained in this policy or otherwise required by law.

Customers who do not wish to wait for the applicable processing period may pursue any lawful legal or dispute-resolution remedy available to them.

All disputes will be handled in accordance with applicable South African law.

Nothing in this policy prevents a customer from exercising any right or remedy that cannot lawfully be excluded or restricted.

21. General

Shandu Furnitures reserves the right to assess each return, repair, replacement, refund and warranty request according to the specific circumstances of the transaction and the condition of the furniture.

Shandu Furnitures operates as a legitimate and registered South African business and maintains established procedures for processing customer orders, returns, repairs, replacements and refunds. Customers are expected to follow the published procedures and allow the business a reasonable opportunity to assess and process qualifying claims.

No customer may demand or unilaterally determine that a refund is payable, the amount of a refund, or the timeframe within which Shandu Furnitures must process a refund. Refunds are processed only where the applicable transaction or dispute qualifies for a refund under this policy and applicable law.

This policy must be read together with the Shandu Furnitures:

• Terms & Conditions;
• Delivery Policy;
• Privacy Policy; and
• Other applicable website policies.

Where any provision of this policy conflicts with a mandatory provision of South African law, the mandatory legal provision will prevail to the extent of that conflict.

Images displayed on our website are for illustration purposes only. Actual products may differ in colour, design, texture, finish or appearance due to manufacturing variations, lighting, screen settings, material characteristics and other reasonable factors.

Shandu Furnitures strives to ensure that all website information, pricing and product descriptions are accurate but reserves the right to correct typographical, pricing or other genuine errors in accordance with applicable law.

Contact Us

Shandu Furnitures

Business Hours:
Monday – Friday: 09:00 – 17:00
Saturday: 09:00 – 14:30

Email: sales@shandufurnitures.co.za

Returns & Warranty: returns@shandufurnitures.co.za

WhatsApp: 060 404 5434

Website: www.shandufurnitures.co.za

Copyright © 2026 Shandu Furnitures. All Rights Reserved.