Refund and Returns Policy

1. Introduction:

  • We want you to be satisfied with your purchase. If you are not completely satisfied, you can return the product to us and we will either repair/replace it, or credit your account, subject to the terms below.
  • This Policy forms part of the Home in a Box Terms and Conditions, and so words defined in the Terms and Conditions have the same meaning in this Policy, unless the context indicates otherwise.
  • Home in a Box sources furniture, furnishings and décor accessories from third party suppliers. This Policy applies to products bought on our website from our Third Party Suppliers.
  • One room consists of several separate items of furniture, furnishings and décor accessories. Although we sell a cohesive room design consisting of various items, the component items in a room are independent products/goods sourced from our suppliers and each item in a room shall therefore be deemed a separate product/good.
  • Nothing in this Policy is intended to limit your statutory rights in any way.

2. Acceptance of delivery

  • You are regarded as having accepted delivery of any goods on the earliest of the following circumstances:
    • When you expressly or implicitly communicate to us that you have accepted delivery of such goods; or
    • when the goods have been delivered you, and you do anything in relation to the goods that would be inconsistent with our or our third party suppliers’ ownership of them; or
    • after the lapse of a reasonable time, you retain the goods without intimating to us that you have rejected delivery of them.
  • You are entitled to inspect the items you have purchased at the time of delivery and your acceptance of the said items will be recorded in writing.
  • If any items are delivered to you in a patently damaged condition, then you are required to record this fact on the delivery receipt at the time of delivery. Failure to do so may result in any claim for a return and/or refund being refused.

3. General returns policy:

  • You can return any product that is returnable to us in terms of this policy, by logging a return on our Website.
  • Once we have inspected the product and validated your return, we will at your choice repair / replace the product (if such repair is possible / we have the same product in stock to use as a replacement) or credit your account with the purchase price of the product (or refund you if that is your preference).
  • If you return a product that does not comply with this Policy, you may be liable to reimburse Home in a Box for the cost of collecting the product from you and the cost of having the product returned to you.

4. What products can be returned to us?

4.1. Goods validly rejected on delivery:

  • You have the right, on request, to inspect the goods prior to accepting delivery.
  • You may return goods that you did not have the opportunity to inspect prior to delivery, if you have rejected the delivery of the goods for one or both of the following reasons:
    • That the goods are not of a type and quality reasonably contemplated in the agreement, or
    • The goods do not in all material respects and characteristics correspond to that which an ordinary alert consumer would have been entitled to expect based on the description of the said goods.
  • You are required to return the rejected goods within 10 (ten) business days of delivery to you.er
  • Upon return to us of any goods in terms of this section, we shall refund to you the price paid for the goods, less any amount that may lawfully be charged for:
    • use of the goods during the time they were in your possession, or
    • any consumption or depletion of the goods, unless that consumption or depletion is limited to a reasonable amount necessary to determine whether the goods were acceptable to you; or
    • For necessary restoration costs to render the goods fit for re-stocking, unless, having regard to the nature of the goods, and the manner in which they were packaged, it was necessary for you to destroy the packaging in order to determine whether the goods conformed to the description provided, in the case of goods that had not been examined by you before delivery.
  • We shall pay the costs to return the product rejected and returned in terms of this section.
  • This section does not apply if any goods, after having been supplied to you, or at your direction, have been partially or entirely disassembled, physically altered, permanently installed, affixed, attached, joined or added to, blended or combined with, or embedded within, other goods or property.

4.2. Unwanted products

  • You can return an unwanted product to us within 7 (seven) days of delivery at no charge, provided that:
    • it is undamaged and unused, with the original labels and stickers still attached;
    • it is in the original packaging, which must be undamaged and in its original condition with all seals still intact (if applicable).
    • it is not missing any accessories or parts;
    • you log a return on the Website within 7 (seven) of delivery to you of the unwanted product. After 7 (seven) days, you can only return a product if it is defective; and
  • You shall bear the costs to return the product to us;
  • Once we have inspected the product and validated your return, we will credit your account with the purchase price of the product within 10 days of the return (or refund you if that is your preference).

4.3. The incorrect product is delivered

  • If we accidentally deliver the wrong product to you, or if the product is not as described on the Website, please notify us and we will collect the product from you at no charge.
  • You are required to so notify us within 7 (seven) days of delivery that the incorrect product has been delivered.
  • Once we have inspected the product and validated your return, we will at your choice deliver the correct product to you as soon as possible (if the correct product is available); or credit your account with the purchase price of the product within 10 days of the return (or refund you if that is your preference).

4.4. Products damaged on delivery

  • Should a product be damaged or missing any parts or accessories at the time of delivery, you are required to notify us within 7 daysof such delivery by logging a return on the Website.
  • We will arrange to collect the product from you at no charge.
  • Once we have inspected the product and validated your return, we will at your choice repair / replace the product as soon as possible (if such repair is possible/ we have the same product in stock to use as a replacement) or credit your account with the purchase price of the product (or refund you if that is your preference).

4.5. Defective products

  • We do our best to ensure that the products we deliver to you are of the best quality, in good working order and without defects.
  • A ‘‘defect’’ is:
    • any material imperfection in the manufacture of the goods or components, or in performance of the services, that renders the goods or results of the service less acceptable than persons generally would be reasonably entitled to expect in the circumstances; or
    • any characteristic of the goods or components that renders the goods or components less useful, practicable or safe than persons generally would be reasonably entitled to expect in the circumstances;
  • If you have received a product which turns out to be defective or of poor quality, please notify us as soon as reasonably possible after you become aware of the defect or poor quality, but in any event within 6 months after delivery of the product.
  • We shall collect the product from you at our own expense.
  • Once we have inspected the allegedly defective product and establish that the product is in fact defective, then we shall at your election either repair or replace the defective product; or credit your account with the purchase price of the product (or refund you if that is your preference).
  • The following will NOT be regarded as defects and will not entitle you to a return:
    • faults resulting from normal wear and tear;
    • damage arising from negligence, user abuse or incorrect usage of the product;
    • damage arising from a failure to adequately care for the product;
    • damage arising from electrical surges or sea air corrosion;
    • damage arising from unauthorized alterations to the product; and
    • where the specifications of a product, although accurately described on the Website and generally fit for its intended purpose, do not suit you.
  • If you return a defective product to us, but you fail to return all of the accessories and parts that were sold with that product, we are entitled (subject to applicable law)  to refuse the return,  or only to replace the item that you did return; or to estimate the value of the missing accessories and parts and to credit or refund you in respect of the returned item only.
  • The abovementioned warranty does not apply to the extent that the relevant goods have been altered contrary to the instructions, or after leaving the control, of the producer or importer, a distributor or the retailer, as the case may be.

4.6. Goods do not meet a particular purpose

  • You may within 10 (ten) days of delivery, return a product to us that does not meet a particular purpose, provided that:
    • You have informed us that the goods are being bought to fulfill a particular purpose, and
    • We have advised you that the goods will meet this particular purpose.
  • You may, however, not return a product on this basis if, after it was supplied to you, the goods have been partially or entirely disassembled, altered, added or combined with other goods or property.

5. How to prepare products for a return:

  • To ensure your request is processed as quickly as possible you are responsible for the following when returning your products;
    • package your products safely and securely for protection during transit;
    • clearly mark your return reference number on the outside of the parcel; and
    • include all accessories and parts that were sold with the product.
  • We are entitled to refuse a return if the product is returned damaged, not in a re-saleable condition or missing any accessories. 
  • Failure to adhere to any of these requirements could delay the processing of your request or result in its decline altogether.
  • Goods cannot be returned to us if, after having been supplied to, or at the direction of, you as the consumer, the goods have been partially or entirely disassembled, physically altered, permanently installed, affixed, attached, joined or added to, blended or combined with, or embedded within, other goods or property.

6. Gift Vouchers & Coupons

  • We may make use of two types of Coupons: a Coupon with a fixed amount of a discount, e.g. R100 off (“Fixed Coupon”), and a Coupon with a percentage discount, e.g. 10% off (“Percentage Coupon”).
  • Where you have used a Fixed Coupon to pay for an order, and your order is cancelled prior to delivery of the relevant product(s), or you log a return of one or more products for a credit in accordance with the Returns Policy, the value of the Fixed Coupon will be deducted off the purchase price of the cancelled or returned product(s) (as applicable), and we will credit your account for the balance, if any (or refund you if that is your preference). We will also provide you with a replacement Fixed Coupon of the same value as the original Fixed Coupon used. Home in a Box may in its sole discretion impose restrictions on the use of the replacement Fixed Coupon.  For any subsequent cancellations or returns arising out of the same order, we will credit your account as normal with the value of the returned product (or refund you if that is your preference).
  • Where you have used a Percentage Coupon  to pay for an order, and you or Home in a Box later cancels your order (or part thereof) prior to delivery of the relevant product(s), or you log a return of one or more products for a credit in accordance with the Returns Policy, the value of the discount received using the Percentage Coupon will be deducted off the purchase price of the cancelled or returned product(s) (as applicable), and we will credit your account for the balance, if any (or refund you if that is your preference). We will also provide you with a replacement Fixed Coupon of the same value as the discount received using the original Percentage Coupon. Home in a Box may in its sole discretion impose restrictions on the use of the replacement Fixed Coupon. For any subsequent cancellations or returns arising out of the same order, we will credit your account as normal with the value of the returned product (or refund you if that is your preference).
  • Wherever you have used a Gift Voucher to purchase a product that you later return for a refund in accordance with the Policy, we cannot refund you in cash for that portion of the purchase price which you paid using the Gift Voucher, but we will credit your account.

7. Charges and refunds

Please note that we only refund to the payment method that you originally used – i.e. payment by credit card will be refunded to the same credit card, payment by Instant EFT will be refunded to your nominated bank account.

8. Assembly of products

  • Where our suppliers offer an assembly assistance option for a product, we will make use of same for your convenience. Not all of the products comprising the room you have purchased will have assembly assistance, and therefore certain items may need to be assembled by you.
  • Assembled or partially assembled goods cannot be returned.
  • No refund will be considered or processed if the reason that you have rejected an item is that you were unaware that the product or item is unassembled.
  • Any product that is damaged by you at or during assembly cannot be returned or refunded.

9. Need help?

Contact us at info@homeinaboxsa.co.za for questions related to refunds and returns.