At Furnivo, we want our customers to shop with confidence. This Return and Refund Policy explains how returns, exchanges, defective products and refunds are handled.

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This policy applies to purchases made through the Furnivo website in South Africa and is intended to operate in accordance with the Consumer Protection Act 68 of 2008 (CPA) and other applicable South African consumer laws.

Nothing in this policy is intended to limit or exclude any rights that a consumer may have under applicable South African law.

 

Change-of-Mind Returns

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Customers may request a return of an eligible non-defective product within 30 days after delivery.

To qualify for a change-of-mind return, the product must be unused, unassembled, undamaged and in a resalable condition, with its original packaging, accessories, manuals and components where applicable.

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Please contact Furnivo before returning any product. Returns sent without prior authorisation may experience processing delays.

For an approved change-of-mind return, the customer is responsible for the cost of returning the product to Furnivo unless otherwise agreed in writing.

Original delivery charges are generally not refundable for a change-of-mind return, except where required by applicable law.

 

 Incorrect, Damaged or Defective Products

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Please inspect your order as soon as reasonably possible after delivery.

If you receive an incorrect product, or if the product arrives damaged, please contact Furnivo as soon as possible and provide your order number together with photographs or other reasonable information that will help us assess the issue.

Where goods are defective, unsafe or do not meet the quality standards required by the Consumer Protection Act, your statutory rights apply.

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Where applicable under the CPA, a consumer may return qualifying defective goods within six months after delivery, without penalty and at the supplier's risk and expense. Depending on the circumstances and the consumer's applicable statutory rights, the remedy may include a repair, replacement or refund. South African Government

Normal wear and tear, accidental damage, misuse, improper installation, unauthorised modifications or damage caused by failure to follow the manufacturer's instructions will not ordinarily constitute a product defect, subject always to applicable consumer law.

 

How to Request a Return

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To request a return, contact Furnivo using the contact details displayed on our website.

Please provide:

• Your name and order number

• The product you wish to return

• The reason for the return

• Photographs where the product is damaged, incorrect or defective

Once your request has been reviewed, we will provide instructions regarding the return or collection of the product.

Please do not send products back without first receiving return instructions from Furnivo.

 

Return Shipping Costs

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For approved change-of-mind returns, the customer is responsible for return transportation costs.

Where Furnivo supplied an incorrect product, or where goods qualify for return because they are defective or unsafe under applicable South African consumer law, Furnivo will bear the reasonable return or collection costs where legally required.

Large, bulky or furniture items may require collection rather than standard courier return. We will communicate the applicable collection arrangements before the return is processed.

 

Condition of Returned Products

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For non-defective/change-of-mind returns, products should be returned in their original condition and, where reasonably possible, with their original packaging, accessories, components and documentation.

Furnivo reserves the right to inspect returned goods before approving a refund for a non-defective return.

This condition does not restrict a customer's statutory rights relating to defective, unsafe or non-compliant goods.

 

Refunds

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Once an eligible returned product has been received and inspected, Furnivo will notify you regarding the outcome of the return.

Approved refunds will normally be processed within 7 business days after the return has been approved.

Refunds will generally be made using the original payment method where reasonably possible. The time taken for the funds to reflect after Furnivo processes the refund may depend on your bank or payment provider.

For approved change-of-mind returns, any customer-paid return shipping charges are not refundable unless required by law.

 

 Exchanges

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Where stock is available, Furnivo may offer an exchange for an eligible product.

If the replacement product costs more than the original product, the customer will be required to pay the difference. If it costs less, the applicable difference will be refunded where appropriate.

Defective-product exchanges remain subject to the consumer's rights under applicable South African law.

 

Non-Returnable Products

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Subject to applicable South African consumer law, change-of-mind returns may not be accepted for products that:

• Have been custom-made, personalised or manufactured to the customer's specifications;

• Have been altered or modified at the customer's request;

• Have been assembled, installed, used or damaged after delivery where this prevents resale;

• Are missing significant parts or accessories; or

• Cannot reasonably be returned for hygiene or safety reasons after being opened or used.

These exclusions do not remove any statutory rights a customer may have where goods are defective, unsafe, incorrectly supplied or otherwise protected by applicable consumer legislation.

 

 Order Cancellations

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If you wish to cancel an order, please contact Furnivo as soon as possible.

Where an order has not yet been dispatched or entered production, we will advise whether cancellation can be processed.

Orders that have already been dispatched may need to follow the standard return procedure.

Custom-made, personalised or made-to-order products may be subject to different cancellation conditions, subject always to applicable South African law.

 

Products Damaged During Delivery

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Where possible, please inspect large or bulky products when they are delivered.

If you notice visible transportation damage, please photograph the packaging and product and contact Furnivo as soon as reasonably possible.

Do not dispose of the packaging until the matter has been assessed, where reasonably practicable.

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Manufacturer Warranties

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Certain products may also carry a manufacturer's warranty.

A manufacturer's warranty is additional to, and does not replace or reduce, any statutory rights available to consumers under South African law.

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Contact Furnivo

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For returns, refunds, exchanges or product-related queries, please contact us at info@furnivo.co.za

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Please include your order number in all return-related correspondence so that we can assist you efficiently.