Refund policy

Returns & Refund Policy

Effective Date: 01 June 2026
Last Updated: 01 June 2026

At Thanda Bantu Online (PTY) LTD T/A Thanda Bantu Stutt Furniture, we want you to be satisfied with your purchase. If something is not right, this Returns & Refund Policy explains how we handle returns, exchanges, refunds, damaged or defective products, warranty claims, and customer self-collection.

This policy applies together with your rights under applicable South African consumer protection legislation, including the Consumer Protection Act 68 of 2008 (CPA).

1. Returning Damaged, Defective or Incorrect Products

1.1

If a product arrives damaged, defective, or is not the product ordered, the customer must notify us within 24 hours of delivery or collection.

1.2

To report an issue, please contact us using the details provided at the end of this policy. Please provide:

  • Your order number or proof of purchase;

  • A description of the problem; and

  • Clear photographs and/or videos showing the damage, defect, or incorrect product.

1.3

We will assess the reported issue and, where applicable and in accordance with the CPA and any applicable warranty terms, may arrange:

  • Repair of the product;

  • Replacement of the product; or

  • A refund of the purchase price.

1.4

Customers are required to inspect products as soon as reasonably possible after delivery or collection and report any visible damage, missing components, or incorrect items within the 24-hour reporting period.

2. Change-of-Mind Returns

2.1

We accept change-of-mind returns within 48 hours of delivery, provided that:

  • The product has not been used;

  • The product is in its original, undamaged packaging;

  • The product is in a resalable condition;

  • Proof of purchase is provided; and

  • All components, manuals, accessories and other items supplied with the product are returned.

2.2

The customer is responsible for the costs of returning a product where the return is due to a change of mind and not due to a fault, defect, incorrect product, or error on our part.

2.3

A 15% handling/restocking fee will be deducted from the refund for approved change-of-mind returns to cover administration, handling, inspection and repackaging costs, where permitted by applicable law.

2.4

Products that have been used, damaged, modified, assembled, or otherwise altered after delivery may not qualify for a change-of-mind return.

3. Products That Cannot Be Returned

The following products are generally non-returnable for change-of-mind reasons, unless they are faulty, defective, unsafe, or not as described:

  • Custom-made or special-order products, including made-to-measure furniture;

  • Products manufactured or ordered specifically according to the customer's specifications;

  • Flat-pack products that have been assembled after delivery;

  • Mattresses, bedding, upholstered furniture, or other products where the packaging or protective seal has been opened or the product has been used, where applicable;

  • Products that have been damaged after delivery due to misuse, neglect, improper handling, improper storage, accidents, or unauthorised modification; and

  • Products that have been altered or repaired by a person other than an authorised service provider.

Nothing in this section limits any rights the customer may have under applicable consumer protection legislation where a product is defective or otherwise does not comply with the law.

4. Self-Collection

4.1

Customers who choose to collect their purchases themselves are responsible for ensuring that their vehicle is suitable for safely transporting the product.

4.2

Customers who choose self-collection must provide their own labour and assistance to load, secure, tie down, and transport the goods.

4.3

The customer is responsible for ensuring that all goods are properly secured before leaving our premises. Customers should provide appropriate ropes, straps, protective materials, blankets, covers, or other equipment required for safe transportation.

4.4

Thanda Bantu Online (PTY) LTD T/A Thanda Bantu Stutt Furniture will not be responsible for damage to products occurring during or after customer self-collection where such damage results from loading, handling, securing, tying down, transportation, an unsuitable vehicle, or any other action or omission by the customer or the customer's representatives.

4.5

Once the product has been inspected and accepted by the customer at the point of collection, the customer assumes responsibility for the safe handling and transportation of the product, subject to any rights the customer may have in respect of an existing defect or non-conformity that was not caused by the customer's handling.

4.6

Customers must ensure that products are transported in a manner appropriate to their size, weight, construction and packaging. Thanda Bantu Stutt Furniture reserves the right to refuse loading where, in our reasonable opinion, the customer's vehicle or method of transportation is unsafe or unsuitable.

5. Warranty Returns

5.1

Where applicable, products may be covered by a manufacturer's warranty or other applicable warranty.

5.2

Customers wishing to make a warranty claim must provide proof of purchase and may be required to provide photographs, videos, or other information showing the alleged defect.

5.3

Warranty repairs, replacements and claims are subject to the applicable manufacturer's warranty terms and conditions, as well as the customer's statutory rights under applicable law.

5.4

Unless otherwise required by law or the applicable warranty, warranties generally do not cover:

  • Normal wear and tear;

  • Damage caused by accidents, misuse, abuse, negligence or improper handling;

  • Damage caused by unauthorised repairs, modifications or alterations;

  • Corrosion, rust, weather or environmental damage to outdoor products where the product has not been appropriately protected or maintained;

  • Pest infestation;

  • Damage resulting from improper installation or uncertified installation where professional installation is required;

  • Damage caused during customer self-collection or transportation by the customer; or

  • Damage resulting from failure to follow the manufacturer's care, installation, storage or usage instructions.

6. Refund Process

6.1

Where a refund is approved, the refund will generally be processed after the returned product has been received and inspected.

6.2

Refunds will ordinarily be made using the original payment method, unless otherwise agreed or required by law.

6.3

We aim to process approved refunds within 10 business days after the returned product has been received and the return has been approved.

6.4

Where applicable, the 15% change-of-mind handling/restocking fee and any permitted return or collection costs may be deducted from the refund.

7. Collection or Drop-Off of Returns

7.1

Where a return is due to a change of mind, the customer is responsible for the applicable return transportation costs.

7.2

We may arrange collection of returned products at the customer's cost, unless the return is due to our error, an incorrect product, or a qualifying defective product for which we are responsible.

7.3

Alternatively, customers may return products to our store or warehouse by prior arrangement and during the applicable operating hours.

7.4

Returned products must be adequately protected during transportation. Thanda Bantu Online (PTY) LTD T/A Thanda Bantu Stutt Furniture will not be responsible for additional damage caused to a product as a result of the customer's handling or transportation of the product during a return.

8. Customer Responsibilities

Customers are responsible for:

  • Providing accurate delivery and contact information;

  • Inspecting products immediately upon delivery or collection;

  • Reporting any visible damage, defects, missing components, or incorrect items within 24 hours;

  • Following product assembly, care, maintenance and usage instructions;

  • Using products for their intended purpose;

  • Taking reasonable care of products while they are in the customer's possession;

  • Providing appropriate labour and equipment when choosing self-collection; and

  • Ensuring products are safely loaded, secured and transported when collected by the customer.

9. Your Rights Under the Consumer Protection Act (CPA)

This policy operates alongside the customer's rights under the Consumer Protection Act 68 of 2008 and other applicable South African legislation.

Where applicable, the CPA provides consumers with rights relating to defective, unsafe or unsuitable goods, including remedies such as repair, replacement or refund in circumstances prescribed by the Act.

The CPA may also provide consumers with cancellation rights in respect of certain transactions, including certain direct-marketing transactions.

Nothing in this policy is intended to exclude, restrict or waive any consumer right that cannot lawfully be excluded, restricted or waived under applicable South African law.

Please have your order number or proof of purchase available when contacting us regarding a return or warranty claim.