At Sedgars Home, we are committed to providing quality furniture and excellent customer service. If you are not completely satisfied with your purchase, this policy explains your rights and the conditions under which returns, exchanges, repairs and refunds will be processed.

1. Your Rights Under South African Law

This policy is intended to comply with the Consumer Protection Act 68 of 2008 (“CPA”), the Electronic Communications and Transactions Act 25 of 2002 (“ECTA”) and other applicable South African legislation.

Nothing in this policy limits or excludes any statutory rights that cannot legally be limited or excluded. If there is a conflict between this policy and applicable legislation, the legislation will take precedence.

 

2. Change-of-Mind Returns

Eligible standard-stock products may be returned if you change your mind, subject to the following conditions:

• You must notify Sedgars Home within seven calendar days after delivery or collection.

• The product must be unused, unaltered and in an as-new, resalable condition.

• The product must not have been assembled, installed or partially disassembled by the customer.

• All components, accessories and instructions must be included.

• The product should be returned in its original packaging wherever reasonably possible.

• An invoice, order number or other acceptable proof of purchase must be provided.

• The return must be authorised by Sedgars Home before the product is sent back or collected.

Where a product was delivered or assembled by Sedgars Home, its assembled condition will not automatically prevent a return. However, reasonable disassembly, packaging and collection charges may apply to a change-of-mind return.

For qualifying online purchases, customers may also exercise their cooling-off rights under ECTA within seven days after receiving the goods. The customer may be responsible for the direct cost of returning the product, as permitted by law.

Original delivery, assembly, installation and other completed service charges are generally non-refundable for change-of-mind returns, except where the law requires otherwise.

 

3. Furniture That Does Not Fit

Customers are responsible for checking product dimensions and ensuring that furniture will fit through entrances, doors, staircases, passages, lifts and other access points at the delivery address.

A product that cannot fit into the customer’s premises will generally be treated as a change-of-mind return. The customer may be responsible for the delivery, attempted delivery, handling and return transport costs.

This will not apply where Sedgars Home expressly confirmed that the product would fit based on complete and accurate measurements supplied by the customer.

 

4. Damaged, Incorrect or Incomplete Deliveries

Customers or their representatives should inspect the product and packaging when delivery takes place.

Any visible damage, shortage or incorrect product should preferably be:

• Recorded on the proof-of-delivery document before it is signed; and

• Reported to Sedgars Home within 48 hours after delivery.

When reporting the problem, please provide:

• Your invoice or order number;

• A description of the problem;

• Clear photographs or videos of the product;

• Photographs of the packaging; and

• Photographs of the product label or stock code, where available.

Do not assemble or continue using a visibly damaged product if doing so may worsen the damage.

The 48-hour period allows Sedgars Home to investigate delivery-related damage promptly. Failure to report the problem within 48 hours will not automatically remove any statutory rights, although it may make it more difficult to establish when or how the damage occurred.

If Sedgars Home delivered an incorrect or incomplete product, or the product was damaged before or during delivery, Sedgars Home will arrange collection, replacement or refund at no additional cost to the customer.

 

5. Faulty or Defective Products

If a product develops a manufacturing defect within six months after delivery, it may be returned in accordance with the CPA.

Where the CPA applies, the return will be handled without penalty and at Sedgars Home’s risk and expense. Subject to a reasonable assessment confirming that the product is defective, the customer may choose:

• A repair;

• A replacement; or

• A refund of the purchase price.

If Sedgars Home repairs a product and the same defect has not been remedied, or another defect is discovered within three months after the repair, the customer will be entitled to a replacement or refund as provided by law.

Sedgars Home may arrange for the product to be inspected by its quality-assurance team, a technician, the manufacturer or the relevant supplier. The purpose of the assessment is to determine the nature and cause of the problem and not to unreasonably delay or deny the customer’s rights.

 

6. Additional Product Warranties

Certain furniture, mattresses, appliances and other products may carry an additional Sedgars Home, supplier or manufacturer’s warranty.

The applicable warranty period and conditions will be stated on the product information, invoice, warranty document or manufacturer’s documentation.

After the initial six-month statutory warranty period, any claim will be handled according to the applicable extended or manufacturer’s warranty. Depending on the terms of that warranty, the available remedy may include a repair, replacement, equivalent product or store credit.

Unless otherwise stated, warranties apply to normal domestic use within South Africa and to the original purchaser.

 

7. Warranty and Return Exclusions

A return or warranty claim may be declined where the problem was caused by:

• Normal wear and tear;

• Misuse, abuse or negligence;

• Accidental or deliberate damage;

• Incorrect assembly or installation by the customer or an unauthorised third party;

• Failure to follow the product’s care and maintenance instructions;

• Use of unsuitable cleaning products or methods;

• Exposure to excessive sunlight, moisture, heat, chemicals or coastal conditions;

• Commercial use where the product was sold for domestic use;

• Overloading or use beyond the product’s recommended weight capacity;

• Damage caused while moving the product after delivery; or

• Alterations, repairs or modifications not authorised by Sedgars Home.

These exclusions will only apply where the relevant conduct or condition caused or materially contributed to the damage or defect.

 

8. Natural Product Characteristics

Furniture manufactured from natural materials may display variations that are part of the product’s character and are not ordinarily considered defects.

These may include:

• Natural markings, scars, grain and colour variations in leather;

• Knots, grain and colour variations in timber;

• Natural veining and colour differences in stone or marble;

• Fabric dye-lot variations;

• Minor colour differences between website images, showroom samples and delivered products;

• Minor dimensional variations within reasonable manufacturing tolerances; and

• Gradual settling or softening of foam, cushions and upholstery through normal use.

These characteristics will not be treated as defects provided that the product remains fit for its intended purpose and reasonably corresponds with its description and any showroom sample.

 

9. Items Not Eligible for Change-of-Mind Returns

The following products are not eligible for voluntary change-of-mind returns, except where defective, incorrectly supplied or otherwise returnable by law:

• Custom-made, personalised or made-to-order furniture;

• Products manufactured, upholstered, resized or altered according to the customer’s specifications;

• Products permanently installed, affixed or altered after delivery;

• Products assembled or partially disassembled by the customer where this prevents the product from being returned in an as-new condition;

• Mattresses, pillows, bedding, linen and other hygiene-sensitive products once opened or used, where the law permits such a restriction;

• Clearance, final-sale, shop-soiled or floor-model products where the condition and return limitation were clearly disclosed before purchase;

• Gift cards and vouchers;

• Products damaged after delivery through misuse, accident or improper care; and

• Delivery, assembly, installation, interior-design and other services that have already been completed.

A shop-soiled, clearance or floor-model product may not be returned because of a condition that was disclosed and accepted before purchase. This does not exclude a claim relating to a separate, undisclosed defect.

 

10. Return Procedure

To request a return, exchange or warranty assessment:

1. Contact the Sedgars Home customer-service team.

2. Provide your invoice, order number or other proof of purchase.

3. Explain the reason for the return.

4. Provide photographs or videos if the product is damaged, defective or incorrectly supplied.

5. Provide the collection address and contact details where collection is required.

Sedgars Home will assess the request and advise whether:

• Additional information is required;

• A technician or quality inspection must be arranged;

• The product will be collected; or

• The product may be returned to a designated Sedgars Home location.

Furniture and other large products must not be sent back or taken to a store without prior authorisation.

If collection is approved, the customer must ensure that the product is safely packaged and available on the agreed date. Sedgars Home’s delivery providers do not necessarily provide packaging services and may refuse to collect an inadequately packaged product.

Customers are encouraged to photograph the product from all sides before collection.

 

11. Inspection and Approval

All returned products will be inspected before an exchange, credit or refund is finalised.

For change-of-mind returns, Sedgars Home may impose a reasonable deduction where legally permitted if:

• The product has been used;

• The product has been damaged while in the customer’s possession;

• Components or accessories are missing;

• The original packaging has been discarded;

• The product requires disassembly, repackaging or restoration; or

• The product is no longer in an as-new, resalable condition.

Any proposed deduction will be based on the reasonable cost incurred or reduction in the product’s value and will be communicated to the customer before the refund is finalised.

No collection, handling or repackaging charge will be imposed where the return is due to a confirmed manufacturing defect, incorrect supply or damage caused by Sedgars Home, except where the customer contributed to the damage.

 

12. Exchanges

Where stock is available, an eligible product may be exchanged instead of refunded.

If the replacement product costs more than the returned product, the customer must pay the difference before delivery or collection. If it costs less, the difference will be refunded using the original payment method or dealt with as otherwise agreed.

Exchanges remain subject to product availability. If the same product is unavailable, Sedgars Home may offer a reasonably equivalent product or process the applicable refund.

 

13. Refund Process

Once the returned product has been received, inspected and approved, the refund will ordinarily be processed within 7–14 business days.

Refunds will be made through the original payment method wherever reasonably possible.

For EFT refunds, Sedgars Home may require:

• Proof of the customer’s banking details;

• Proof of identification; and

• Confirmation that the bank account belongs to the original purchaser.

Refunds will not ordinarily be paid into a third party’s bank account.

Banking institutions and payment providers may require additional processing time before the funds reflect.

Where a cancellation falls under ECTA, the refund will be processed within the period required by that Act.

 

14. Delivery and Collection Charges

Sedgars Home will arrange collection at no additional cost where the return is due to:

• A confirmed manufacturing defect within the applicable statutory period;

• Damage that occurred before or during delivery;

• An incorrect product supplied by Sedgars Home; or

• An incomplete delivery that Sedgars Home cannot reasonably correct.

For change-of-mind returns, the customer is responsible for the direct return transportation cost. The collection charge will be communicated before collection is arranged and may be deducted from the approved refund.

Additional costs resulting from an unsuccessful collection caused by the customer’s unavailability, inadequate packaging or incorrect collection information may also be charged where reasonable.

 

15. Order Cancellations

A standard-stock order cancelled before dispatch or collection may be refunded without a cancellation charge, provided Sedgars Home has not already incurred non-recoverable costs.

If the order has already been dispatched, the cancellation will be handled as a change-of-mind return and return transport costs may apply.

Custom-made, personalised and special-order products may attract a reasonable cancellation charge reflecting work completed, materials ordered and other actual costs already incurred. Sedgars Home will communicate the proposed charge before processing the cancellation.

 

16. Contact Sedgars Home

For return, refund, exchange or warranty enquiries, please contact:

SEDGARS HOME

Email: customercare@sedgarshome.co.za
Telephone: 087 238 8000
Website: www.sedgarshome.co.za
Business hours: Monday to Friday, 8:00 AM–5:00 PM