Returns & Exchanges

Returns & Exchanges Policy

This Returns & Exchanges Policy is derived from, and must be read consistently with, OnlineHomeStore's Terms & Conditions. The Terms & Conditions remain the authoritative master document and this policy does not replace or vary them.

If you buy as a Consumer

This paragraph applies if and only if you are a consumer as defined in the Electronic Communications and Transactions Act 2002.

As required by the law, details of our after-sales service and guarantees, if any, are given in Our Website terms and conditions.

You may cancel your order at any time before the expiry of 7 calendar days from the date you receive the Goods, not including the day on which you received them, subject to the conditions below and the applicable return requirements in this policy.

The product must be unused, undamaged and in its original unopened packaging.

The option to cancel your order is not available:

If the product has been used, becomes damaged or the packaging has been opened;
if you purchase sealed Goods which relate to health or hygiene and they become unsealed after delivery, or cannot be re-sold for some other reason;
if the goods become mixed inseparably (according to their nature) with other items after delivery.

If you decide to cancel the order as mentioned above, you are responsible for the cost of returning the Goods. We have no obligation to refund to you your cost of re-packing and returning the Goods, nor bank/admin costs incurred at time of placing your order.
If the Goods you return show any sign of damage or loss due to your checking, then we shall be entitled to deduct the cost from your refund money.
In the event of cancellation of an order by you in compliance with these terms, any refund due will be processed in accordance with the refund provisions set out below.
To assist us in identifying your Goods on receipt by us, we ask you to provide a contactable telephone/cell phone number for a return reference to be placed below our address/returns label.
This paragraph does not affect your rights in the event that the Goods are delivered faulty / damaged.

Damaged or short-delivered Goods

Goods are sent at our risk – unless sent by the supplier's own courier - until signed for by you or by any other responsible person you have appointed at the delivery address.
All Goods must be signed for on delivery by an adult aged 18 years or older. If no one of that age is at the address when delivery is attempted, the Goods may be retained by the driver. When your Goods arrive, it is important that you immediately check their condition and quantity. If the Goods have been damaged in transit or short-delivered, you must refuse the affected delivery and immediately contact us so that we may investigate, arrange the appropriate resolution and minimise your inconvenience.
Please provide us with as many images as possible of any visible damage to the parcel/s and Goods.
Goods confirmed as having been damaged in transit will be replaced. We will require images of the damage in order to support our claim with the courier.
If damage or shortages are not reported immediately or within 24 hours of delivery, we will not be liable or able to assist.
Upon signing for delivery, whether by signature or PIN, you confirm that the order has been delivered correctly and in good order.
Signing "Unchecked", "Not Checked" or similar is not acceptable.

Liability for subsequent defects

We will address Goods which fail to comply with the provisions of the Consumer Protection Act 2008 or which are claimed to show a defect, subject to the applicable assessment and remedies. If you claim that an item is defective, the following conditions apply:

the defect must be reported to us within 24 hours of becoming apparent;
the defect results only from faulty design or manufacture;
you have returned the defective Goods or parts to us if we have so requested.

As we are not the technical experts for the products we sell, Goods claimed to be defective may be sent to the supplier, manufacturer or authorised service agent, as applicable, for inspection and confirmation of the defect or fault.
Should the supplier, manufacturer or authorised service agent confirm a defect or fault, we will refund the reasonable cost of return carriage where applicable and will provide the applicable repair, replacement or other remedy in accordance with these Terms & Conditions.
Any remedy provided under this section is subject to rights and remedies that cannot lawfully be excluded or limited.

Returns & Exchanges

These provisions apply in the event that you return any Goods to us for any reason:

Please Note: We do not offer products on an approval (appro) basis. Customers should therefore review product details and specifications carefully and satisfy themselves that the product is suitable before completing an order. Returns, cancellations and exchanges are accepted only in accordance with the applicable conditions, timeframes and costs set out in these Terms & Conditions. If you have any questions or require assistance before making a purchase, our team is available to assist.

We accept returns in accordance with the provisions set out below for Goods that are defective, as well as qualifying returns arising from an incorrect purchase or change of mind, subject in each case to the applicable conditions, timeframes, costs and return requirements set out in these Terms & Conditions.
Before you return the Goods to us, please carefully re-read the instructions and check that you have assembled it correctly and complied with any provisions relating to the power supply, plugs, sockets & manufacturer installation requirements.
Goods claimed to be defective must be reported and returned or made available for assessment as soon as reasonably practicable after the defect is discovered, subject to the applicable provisions of these Terms & Conditions.

Orders are to be returned:

Unused, undamaged and in original packaging
with both Goods and all packaging in their original condition;
securely and appropriately packaged to protect the Goods against damage while in return transit;
including our delivery slip;
at your risk and cost where the return is not due to a confirmed fault or defect, subject to the provisions below.

Return packaging responsibility: Where Goods are being returned, you are responsible for ensuring that the Goods are properly and securely packaged for return transit so that they are adequately protected against damage, whether the return transport is arranged by OnlineHomeStore or by you using your own courier. As we are not present when the Goods are packaged for return, it is your responsibility to ensure that the Goods, together with all applicable parts, accessories and packaging, are returned in good order.

You must inform us by email to info@onlinehomestore.co.za that you would like to return Goods, specifying exactly what Goods, when purchased, and giving full details of the defect or other reason for return. We will then confirm via return mail that you are to return the goods. If you send Goods to us without an e-mail confirming the return, we may not be able to identify sufficient details to enable us to attend to your complaint.

In returning faulty Goods, please enclose with it a note clearly stating the fault and when it arises or arose.
The cost of the return is for your account where the return is not due to a confirmed fault or defect. Where a fault or defect is confirmed, the applicable return-carriage provisions in these Terms & Conditions will apply.
Where Goods are covered by a manufacturer's guarantee or warranty, warranty claims may be referred to the manufacturer, supplier or authorised service agent for inspection and assessment, as applicable. Please first check the plug, fuse, batteries and the manufacturer's operating and installation instructions where relevant to the product.
Note that we are resellers of products direct from suppliers; we do not provide product training, workshops or the like for any product sold on our website. We will, with all requests for training, direct you to the product user manual and/or service agents.

If we agree that the Goods are faulty, we will:

refund the reasonable cost of return carriage where applicable; and
provide the applicable repair, replacement or other remedy in accordance with these Terms & Conditions and any rights and remedies that cannot lawfully be excluded.

Should a consumer make a purchase and decide to cancel because the purchase was made in error or because the consumer has had a change of mind, whether before or after delivery, the consumer must notify us within 24 hours of receipt where the Goods have already been delivered, so that the return can be arranged and completed within the required timeframe. A 10% admin/handling fee and any applicable re-stocking fee will be deducted from the amount paid by the consumer to cover banking and administrative costs/fees already incurred. The balance, excluding the actual shipping fee which is not refundable, will be refunded to the consumer by EFT or reversal to the original payment method, only once the consumer's funds have cleared in our account and after the returned item/s have been received and determined to be in good order. As we do not hold stock and generally ship directly from suppliers, suppliers may impose a restocking fee, which may range between 10-20%, for returns. Where such a fee applies, the consumer will be liable for that cost and it will additionally be deducted from the amount to be refunded. In addition, the return of the order in such instances will be at the consumer's risk and cost. The returned item/s must reach us within 7 working days of receipt of the item/s having been delivered. If not, we will not accept the return. The consumer remains responsible for ensuring that returned Goods are properly and securely packaged and reach us or the applicable supplier in good order, regardless of whether the return courier is arranged by OnlineHomeStore or by the consumer.

NOTE: In particular, but not limited to, all Bedding, Linen, Curtains & Bathroom items have a minimum 10% restocking fee if returned or exchanged. Notification of the return must be made within 24 hours of receipt of the order because returns to our supplier are extremely time-sensitive, and the product must arrive back with us within 7 days of the order having been received, in its original, unopened packaging.

For all returns and exchanges where there is no manufacturing fault, we will require image/s showing the product in its unopened state and original packaging before a return will be arranged.
We strongly encourage customers to ask as many questions as necessary before placing an order. If you remain uncertain about the suitability, appearance, size, colour, feel or other characteristics of a product that cannot adequately be assessed online, we recommend viewing a suitable product in person at a brick-and-mortar retailer before purchasing. Change-of-mind or incorrect-purchase returns can result in costs to the customer as set out above.

Out-of-box failures

Because we generally ship directly from suppliers, in the unlikely event of an out-of-box failure (where an item is received and immediately found to be faulty), we will arrange collection of the item for assessment by the supplier or may direct you to an appropriate service agent. Unlike a brick-and-mortar retailer that may hold replacement stock on hand, this assessment and replacement process can take additional time. Where a manufacturer fault is confirmed, the supplier may ship a replacement item directly to you. This process may take up to 10 working days, and we do not provide loan units.

Refunds

All confirmed and accepted refunds will be processed by EFT or, where applicable, by reversal to the original payment method.
Where an EFT refund is required, OnlineHomeStore may request the customer's banking details for the account into which the refund is to be paid.
Once a refund has been accepted as due and any funds relating to the original transaction have cleared in our account, OnlineHomeStore will process the refund as soon as reasonably practicable and, in any event, no later than 7 working days thereafter.
Once the refund or payment reversal has been processed by OnlineHomeStore, it may take up to 72 business hours for the funds to reflect in the account holder's account, depending on the relevant banking institutions and payment method. This banking processing period is outside OnlineHomeStore's control.
Proof of the refund or reversal transaction will be emailed to the customer once it has been processed.
We do not process cash refunds.

For all other order, payment, delivery and contractual conditions, please refer to OnlineHomeStore's Terms & Conditions.