Terms &
Conditions

These Terms and Conditions ("Terms") govern your use of the Refined Furniture website at refinedfurniture.co.za and any purchase you make from us, whether online, by phone, or via WhatsApp. They form a legally binding agreement between you and Refined Furniture.

These Terms must be read together with our Privacy Policy, which explains how we handle your personal information. Both documents apply to every transaction and interaction with us.

We reserve the right to update these Terms at any time. The version published on our website at the time of your order is the version that applies to that transaction. We encourage you to review this page before each purchase.

Refined Furniture is a South African furniture retailer selling premium furniture for residential and commercial use. We operate primarily through our online store and accept orders online, by phone, and via WhatsApp. We deliver nationally across South Africa.

We are subject to the Consumer Protection Act 68 of 2008 (CPA), the Electronic Communications and Transactions Act 25 of 2002 (ECTA), and the Protection of Personal Information Act 4 of 2013 (POPIA). Nothing in these Terms limits or excludes any right you hold under applicable South African consumer protection legislation.

To place an order with us you must be at least 18 years of age and legally capable of entering into binding contracts under South African law. By placing an order you confirm that both conditions are met.

How orders work

• Browse our catalogue and add items to your cart
• Complete the checkout process including your delivery details and payment
• You will receive an order acknowledgement by email — this confirms we received your order but does not yet constitute acceptance
• Your order is formally accepted when we send you an order confirmation confirming stock availability and your payment has been verified
• If we cannot fulfil your order for any reason — including stock availability or a pricing error — we will notify you promptly and issue a full refund

Accuracy of your information

You are responsible for ensuring that all information you provide when placing an order — including your name, delivery address, contact number, and email — is accurate and complete. We cannot be held responsible for delays or failed deliveries resulting from incorrect information provided at checkout.

All prices displayed on our website are in South African Rand (ZAR) and include VAT where applicable. Delivery charges are calculated at checkout based on your delivery address and order size and are shown before you confirm payment.

Pricing errors

We take care to ensure that prices on our website are accurate. However, if an item is listed at an incorrect price due to a typographical error or system error, we reserve the right to cancel the order and issue a full refund, even after an order confirmation has been sent. We will contact you immediately if this occurs and give you the option to repurchase at the correct price.

Payment methods

• We accept all major credit and debit cards via our secure payment gateway
• EFT (electronic funds transfer) — orders paid by EFT will only be processed once payment has cleared
• Other payment methods as displayed at checkout

Payment security

All card payments are processed through a PCI-DSS compliant payment gateway. We do not store your card details on our servers. Your payment information is encrypted in transit using SSL/TLS.

Failed payments

If your payment is declined or does not clear, your order will not be processed. Stock is not reserved until payment is confirmed. We will notify you by email if a payment issue arises.

We offer bespoke custom-order furniture built to your specifications. Custom orders are subject to additional terms as set out below.

• Custom orders require a non-refundable deposit of 50% of the total order value before production commences. The balance is due before delivery
• Once production has commenced, custom orders cannot be cancelled or altered. Please ensure all specifications — dimensions, materials, finishes, and colours — are confirmed in writing before approving production
• Lead times for custom orders are provided as estimates only. While we make every effort to meet agreed timelines, production delays may occasionally occur. We will keep you informed of any changes to your timeline
• Slight variations in colour, grain, and texture are inherent in natural materials such as wood and fabric. These are not considered defects
• We will provide a final quotation and written specification for your approval before any deposit is taken. Your deposit payment constitutes your acceptance of those specifications

We deliver nationally across South Africa. Delivery charges and estimated timeframes are provided at checkout and confirmed in your order confirmation.

Delivery timeframes

• In-stock items: typically 5 – 10 business days from payment confirmation, depending on your location
• Custom orders: as quoted at time of order, generally 3 – 8 weeks from deposit payment
• Remote and outlying areas may take longer. We will advise you if your area falls outside our standard delivery zone

Delivery conditions

• Delivery is to the ground floor or accessible entrance of the address provided unless otherwise agreed in writing
• You or an authorised adult (18+) must be present to receive the delivery and sign for it
• If no one is available to receive delivery on the agreed date, a redelivery fee may apply
• Please inspect your order carefully at the time of delivery. Any visible damage must be noted on the delivery documentation before signing and reported to us within 24 hours with photographic evidence
• Risk in the goods passes to you upon delivery. Once you have signed for the delivery, the goods are in your care

Delivery delays

Delivery timeframes are estimates and not guarantees. We are not liable for delays caused by third-party couriers, road conditions, weather, public holidays, or other circumstances beyond our reasonable control. We will keep you informed if a significant delay arises.

Standard (in-stock) orders

• You may cancel or amend an in-stock order at no charge before it has been dispatched
• Once an order has been dispatched, it cannot be cancelled and must be handled as a return under Section 8
• To cancel before dispatch, contact us immediately at info@refinedfurniture.co.za or on 081 491 5576

Custom orders

Custom orders cannot be cancelled or changed once production has commenced. The deposit paid is non-refundable in all circumstances. If you wish to cancel before production begins, please contact us as soon as possible — cancellation before production may be possible at our discretion and any refund will be assessed on a case-by-case basis.

Our right to cancel

We reserve the right to cancel any order at any time if we are unable to fulfil it, including due to stock unavailability, pricing errors, suspected fraud, or any other reason. In such cases we will notify you promptly and issue a full refund of any payment received.

Your rights under the Consumer Protection Act 68 of 2008 apply in full. Nothing in this section limits those rights.

Change of mind returns

• We accept change-of-mind returns on in-stock items within 7 days of delivery
• The item must be unused, unassembled, in its original packaging, and in the same condition as delivered
• You are responsible for the cost of returning the item to us
• Once we receive and inspect the return, we will issue a refund within 7 business days, less any applicable delivery charges already incurred
• Custom-made and bespoke items cannot be returned unless they are defective

Defective or damaged goods

• If your item arrives damaged or is defective, contact us within 24 hours of delivery with clear photographs of the damage
• We will arrange collection at our cost and either replace the item or issue a full refund, at your election
• Manufacturing defects reported within 6 months of delivery are covered under our standard warranty. We will repair, replace, or refund — whichever is most appropriate in the circumstances

How to initiate a return

Email us at info@refinedfurniture.co.za or WhatsApp us on 081 491 5576 with your order number, the reason for the return, and photographs where applicable. We will respond within 2 business days.

Refund processing

Approved refunds are processed to your original payment method within 7 – 10 business days of us receiving and approving the return. Processing times may vary depending on your bank.

We make every effort to display our products accurately on our website, including photographs, dimensions, materials, and colour descriptions. However:

• Colours may appear differently on different screens depending on your device's display settings. We cannot guarantee that your screen accurately represents the true colour of our products
• Natural materials such as wood, leather, and fabric contain inherent variations in grain, texture, and colour that are not considered defects
• Dimensions are provided as approximations. Minor variations of up to 2cm may occur in production
• Product availability is subject to change. We do not guarantee that any product will remain available at any given time

If you are unsure about a product's suitability — particularly for custom pieces — please contact us before ordering. We are happy to provide additional photographs, samples, or information.

All content on our website — including text, photographs, videos, graphics, product designs, logos, and branding — is the property of Refined Furniture or our licensed suppliers and is protected by South African and international copyright law.

You may not reproduce, copy, distribute, republish, upload, display, or transmit any content from our website without our prior written consent, except for personal, non-commercial use. Any unauthorised use may result in legal action.

Nothing in these Terms grants you any licence or right to use our trademarks, trading name, or branding in any way.

To the maximum extent permitted by South African law, Refined Furniture's liability to you in connection with any order or use of our website is limited to the amount you paid for the goods in question.

We are not liable for:

• Indirect, incidental, or consequential losses, including loss of income or business
• Losses arising from your failure to follow care instructions for our products
• Damage caused by your own modification or misuse of a product
• Losses arising from delays caused by circumstances beyond our reasonable control, including courier failures, load shedding, natural disasters, or civil unrest
• Loss or damage to property other than the product itself

Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, fraud, or any liability that cannot be excluded by law, including your statutory rights under the Consumer Protection Act.

These Terms and any dispute arising from them are governed by the laws of the Republic of South Africa. You agree to submit to the jurisdiction of the South African courts for the resolution of any dispute.

In the event of a dispute, we encourage you to contact us directly in the first instance — most issues can be resolved quickly and informally. If a dispute cannot be resolved between us, either party may refer the matter to the National Consumer Commission (NCC) or an accredited consumer tribunal as provided for under the Consumer Protection Act.

For any questions about these Terms, your order, or our products, please reach us through any of the following channels. We aim to respond to all queries within 2 business days.