Refund policy

RETURNS AND REFUNDS POLICY

Effective date: 30/07/2026

This Returns and Refunds Policy applies to products purchased from EZ Home / Ez Cut n Edge through our website or other online sales channels.

Nothing in this policy is intended to limit a consumer’s rights under the Consumer Protection Act 68 of 2008, the Electronic Communications and Transactions Act 25 of 2002, or any other applicable South African law.

1. Contacting us

To request a return, refund, repair or replacement, please contact us using the following details:

Business: EZ Home / Ez Cut n Edge
Telephone: 011 568 9004
WhatsApp: 071 221 5912
Email: sales@ezcutnedge.com
Address: 11 Wistaria Road, Primrose, Germiston, Gauteng
Website: www.ezcutnedge.com

Please provide:

  • your name and contact details;

  • your order or invoice number;

  • the reason for the return;

  • photographs or videos showing the problem, where applicable; and

  • your preferred resolution.

2. Inspection upon delivery

Customers should inspect their furniture as soon as reasonably possible after delivery or collection.

Any visible damage, missing parts or incorrect products should preferably be reported within 48 hours after delivery.

Where possible, visible damage should also be recorded on the delivery note.

Not reporting a problem within 48 hours does not remove any statutory rights that the customer may have. Prompt reporting helps us determine when and how the damage occurred.

3. Defective or damaged products

Furniture must be reasonably suitable for its intended purpose, of good quality, in good working order, free from defects and usable and durable for a reasonable period.

Where a product does not meet these standards and is returned within six months after delivery, the customer may, where the Consumer Protection Act applies, choose to have the product:

  1. repaired;

  2. replaced; or

  3. refunded.

A customer will not be charged a return, collection, repair or replacement fee for a valid claim involving defective, unsafe, incorrectly supplied or damaged goods where the damage existed at the time of delivery.

We may inspect the product to establish the nature and cause of the reported defect. An inspection will not remove or delay the customer’s statutory right to choose an appropriate remedy.

4. Repairs

Where the customer chooses a repair, we will complete the repair within a reasonable period.

If the repaired product remains defective, the repair is unsuccessful, or a further defect is discovered within three months after the repair, the customer may be entitled to a replacement or refund in accordance with the Consumer Protection Act.

5. Incorrect products or missing parts

Where we deliver an incorrect product or the order is missing parts, the customer must notify us as soon as reasonably possible.

We will, depending on the circumstances:

  • deliver the correct product or missing parts;

  • replace the affected product;

  • collect the incorrect product; or

  • provide a refund.

The customer will not be responsible for reasonable collection or re-delivery costs where the error was caused by us.

6. Online purchase cooling-off period

Where the cooling-off provisions of the Electronic Communications and Transactions Act apply, a customer may cancel a qualifying online purchase without giving a reason within seven days after receiving the goods.

The customer must notify us of the cancellation in writing within the seven-day period.

Where this statutory cooling-off right applies:

  • the customer may be responsible only for the direct cost of returning the product;

  • the product must be made available for collection or returned to us;

  • reasonable care must be taken of the product while it is in the customer’s possession; and

  • the refund will be processed within the period required by law.

The cooling-off right may not apply to products that are made to the customer’s specifications, clearly personalised or otherwise excluded by law.

The exclusion of the cooling-off right does not affect the customer’s rights where customised goods are defective, unsafe or materially different from the agreed specifications.

7. Change-of-mind returns

Outside any statutory cooling-off right, we may accept a change-of-mind return for a standard, non-customised product where:

  1. the return is requested within seven calendar days after delivery;

  2. the product has not been used, assembled, installed, altered or damaged;

  3. all components, fittings and instructions are included;

  4. the original packaging is available, where reasonably possible;

  5. the product is in a condition suitable for resale; and

  6. proof of purchase is provided.

Change-of-mind returns are subject to our inspection and approval.

Where the product is not defective and we supplied the correct product, the customer will be responsible for reasonable return or collection costs.

Any deduction made from a voluntary change-of-mind refund will be reasonable and based on actual damage, missing parts, missing packaging or reduced resale value. No deduction will be made where prohibited by law.

8. Custom-made and personalised furniture

The following products are regarded as customised products:

  • furniture manufactured to customer-provided dimensions;

  • products made in a special colour or finish selected by the customer;

  • products altered from our standard design;

  • specially ordered products;

  • engraved, branded or personalised products; and

  • products otherwise manufactured according to the customer’s specifications.

Custom-made and personalised products cannot ordinarily be returned merely because the customer changed their mind.

This does not limit the customer’s rights where the product:

  • is defective or unsafe;

  • does not match the approved dimensions or specifications;

  • is materially different from the product ordered; or

  • does not comply with the requirements of the Consumer Protection Act.

9. Items that cannot ordinarily be returned for a change of mind

Subject to applicable law, change-of-mind returns will not ordinarily be accepted for:

  • custom-made or personalised furniture;

  • furniture that has been assembled, installed, modified or used;

  • products damaged after delivery;

  • clearance or factory-second products where the relevant condition was disclosed before purchase;

  • products without essential parts or components; or

  • products that cannot be resold for hygiene reasons, where the relevant restriction was disclosed before purchase.

These exclusions do not apply where the product is defective, unsafe, incorrectly supplied or subject to a mandatory legal right of return.

10. What is not normally considered a defect

The following will not ordinarily be considered manufacturing defects, provided they do not materially affect the product’s quality, safety or intended use:

  • reasonable differences in woodgrain, pattern, shade or texture;

  • minor colour differences caused by lighting, photography or screen settings;

  • reasonable manufacturing tolerances;

  • normal wear and tear;

  • scratches, chips or damage occurring after delivery;

  • water or moisture damage;

  • damage caused by overloading;

  • damage caused by moving or dragging furniture incorrectly;

  • damage caused by incorrect assembly or installation;

  • damage caused by unsuitable cleaning chemicals;

  • misuse, neglect or accidental damage;

  • unauthorised alterations or repairs; or

  • failure to follow the supplied care and maintenance instructions.

A disclosed defect that the customer expressly accepted before purchasing the product may not qualify as a new defect claim.

11. Delivery access and customer measurements

Customers are responsible for checking the product dimensions and ensuring that the furniture can fit through entrances, doors, passages, staircases and lifts.

A product will not be regarded as defective merely because it does not fit into the customer’s property, provided the correct dimensions were disclosed before purchase.

Where a return is requested because the customer did not check access or measurements, it will be treated as a change-of-mind return and reasonable collection, delivery and handling costs may apply.

12. Refund procedure

Approved refunds will normally be made using the original payment method.

We may require:

  • proof of purchase;

  • confirmation of the customer’s identity;

  • confirmation of banking details;

  • inspection of the returned product; and

  • collection or return of the product.

Refund processing times may depend on banks and payment service providers.

A refund due under the Electronic Communications and Transactions Act will be processed within the legally required period.

For other approved returns, we aim to process the refund within 10 business days after the product has been returned and inspected.

13. Delivery and collection charges

Original delivery charges and return collection charges will be refunded where required by law, including where:

  • the product is defective;

  • the incorrect product was supplied;

  • the product was damaged before or during delivery; or

  • the return resulted from an error made by us.

Where the customer changes their mind and the product is not defective, the customer may be responsible for reasonable delivery, collection and return costs, as permitted by law.

14. Proof of purchase

Customers should provide an order confirmation, tax invoice, receipt or other reasonable proof that the product was purchased from us.

We may use our sales records to verify a purchase where the customer no longer has the original receipt.

15. Refund exclusions

We will not reject a valid statutory return merely because:

  • the original packaging is unavailable;

  • the product was opened for reasonable inspection;

  • the customer did not report a hidden defect within 48 hours; or

  • the customer chooses a refund instead of store credit where the law gives the customer the right to a refund.

Store credit or an exchange may be offered, but it will not replace a customer’s legal right to a refund where that right applies.

16. Complaints

We aim to resolve all return and refund complaints fairly and promptly.

Where a complaint cannot be resolved directly with us, the customer may refer the matter to an appropriate consumer protection authority, consumer tribunal, accredited ombud or the National Consumer Commission.

17. Changes to this policy

We may update this policy from time to time.

The policy applicable to a purchase will generally be the version published when the order was placed, except where a change is required by law or provides the customer with greater protection.