Refund &
Returns Policy

Refined Furniture operates exclusively on a made-to-order basis. This means that every piece of furniture — whether listed as a standard product or a bespoke custom build — is manufactured specifically for you after your order is received and payment is confirmed. We do not hold ready-made stock waiting on shelves.

This model allows us to maintain the quality and craftsmanship that defines our brand, and to offer a wider range of configurations, finishes, and sizes than a stock-based retailer could. However, it also means that once production begins, your order cannot be reversed, and the piece cannot be resold to another customer.

By placing an order with Refined Furniture, you acknowledge and accept that your purchase is a made-to-order item and that the return and refund terms in this policy apply accordingly.

Because every order is produced exclusively for you, we are unable to accept returns or issue refunds in the following circumstances:

• Change of mind after the order is confirmed
• Incorrect size, configuration, or finish selected by the customer at the time of ordering
• The item does not fit in your space, doorway, staircase, or room as a result of insufficient measuring by the customer
• A change in your interior design, décor, or colour scheme after ordering
• You found a similar product elsewhere at a lower price
• Dissatisfaction with the natural characteristics of the material — including wood grain variation, fabric texture, or colour tone differences between screens and the physical product
• Minor dimensional variations within the standard manufacturing tolerance of ±2cm
• Damage caused by improper assembly by the customer
• Damage resulting from misuse, neglect, or failure to follow our care instructions
• Normal wear and tear over time

While we cannot accept change-of-mind returns, we stand firmly behind the quality of our craftsmanship and materials. We will always make it right in the following situations:

• The item arrives with a manufacturing defect — a fault in construction, materials, or finish that is attributable to production rather than transit or customer use
• The item arrives visibly damaged as a result of transit
• The item delivered is materially different from what was ordered — wrong size, wrong finish, or wrong configuration as confirmed in your order
• A structural defect becomes apparent within 6 months of delivery under normal use conditions

In all of the above cases, we will arrange collection at no cost to you and either repair the item, replace it, or — where repair and replacement are not possible — issue a refund. The resolution offered will depend on the nature of the issue and will always be discussed with you first.

A manufacturing defect is a fault that arises from the production process itself — not from transit, installation, or use after delivery. Examples include:

• Structural instability due to a fault in the frame or joinery
• Fabric or leather that is incorrectly applied, torn, or misaligned at the seams during production
• Finish that is peeling, cracking, or bubbling as a result of a production defect rather than environmental exposure
• Hardware — hinges, drawer runners, legs — that is defective or incorrectly installed at the factory
• Dimensions that fall outside the stated tolerance of ±2cm as confirmed in your order

Warranty period

All Refined Furniture pieces carry a 6-month structural warranty from the date of delivery. This covers manufacturing defects that become apparent under normal domestic or light commercial use during that period. The warranty does not cover damage arising from misuse, improper care, environmental factors, or modifications made by the customer.

Our commitment

If a manufacturing defect is confirmed, we will repair or replace the affected item at no cost to you. In cases where repair or replacement is not feasible within a reasonable timeframe, we will issue a refund. We do not ask customers to absorb costs for our production errors — ever.

We take considerable care in packaging our furniture to prevent transit damage. However, if your item arrives visibly damaged, the following process applies:

At the time of delivery

• Inspect your item before signing the delivery documentation
• If visible damage is present, note it clearly on the delivery slip before the driver leaves
• Where possible, take photographs of the damage and the packaging before moving the item
• You are not obligated to accept a visibly damaged item — you may refuse delivery, in which case it will be returned to us at no cost to you

After delivery

• Report any damage to us within 24 hours of delivery with photographs clearly showing the damage
• Claims received after 24 hours may be more difficult to process as the damage cannot be definitively attributed to transit
• Do not attempt to repair or alter the item before reporting the damage — this may affect our ability to assess the claim

Refined Furniture works with natural and semi-natural materials including wood, fabric, leather, and foam. These materials have inherent characteristics that make every piece unique — and that we consider part of what makes our furniture special.

The following are not considered defects and are not grounds for a return or refund:

• Variations in wood grain, knot patterns, and tone between pieces — no two pieces of wood are identical
• Slight differences in fabric texture or weave density
• Colour tone differences between what you see on your screen and the physical product — monitor calibration, screen brightness, and ambient lighting all affect how colours appear digitally
• Leather variation in hide markings, grain, and natural scarring
• Slight asymmetry in hand-finished or hand-stitched elements

If you are concerned about colour matching or material appearance before ordering, please contact us. We can provide additional photographs in different lighting conditions, and for custom orders, we can discuss material samples where possible.

If you believe your item qualifies for a remedy under this policy, please contact us as soon as possible with the following information:

• Your full name and order number
• A clear description of the issue
• Photographs showing the defect or damage from multiple angles — including close-up shots of the affected area and a wider shot showing the full item
• For transit damage: photographs of the packaging as received
• The date of delivery

Incomplete claims — those submitted without photographs or a clear description — may delay our ability to assess and resolve your issue. Please provide as much detail as possible upfront.

Once we receive your claim, the following process applies:

• Assessment (within 2 business days) — we will review your photographs and description and respond with our assessment of whether the issue qualifies under this policy
• Collection — if the item needs to be returned for inspection or repair, we will arrange collection at our cost. Do not return any item without prior written confirmation from us
• Resolution — once assessed, we will offer one of the following: repair, replacement, or refund. Where repair is possible, it is our preferred outcome as it is fastest for the customer. Replacement is offered where repair is not viable. Refunds are issued where neither repair nor replacement is feasible within a reasonable timeframe
• Refund processing — where a refund is approved, it is processed to your original payment method within 7 – 10 business days of approval

We aim to resolve all valid claims as quickly as possible. We will keep you informed throughout the process and will not leave you without a response.

Nothing in this policy limits or excludes any right you hold under the Consumer Protection Act 68 of 2008 (CPA). The CPA gives South African consumers specific statutory rights, including the right to receive goods that are safe, of good quality, and free from defects. Those rights apply regardless of what this policy says.

In particular, Section 56 of the CPA provides that goods must be reasonably suitable for the purpose for which they are generally intended, of good quality, in good working order, and free of any defects. If goods fail to meet this standard within 6 months of delivery, the consumer may return them and elect a repair, replacement, or refund.

We comply fully with the CPA. If you believe we have acted contrary to your statutory rights, you may contact the National Consumer Commission at thencc.gov.za or on 012 428 7000.

For any questions about this policy, or to raise a claim, please reach us through any of the following. We are a real team and we will always respond personally.