At Ephrata Furniture, we aim to provide you with a seamless and satisfying experience from order to delivery. If for any reason you are not completely satisfied with your purchase, please review the following return guidelines based on your specific situation:
1. Returning Non-Defective Products
If you wish to return a product that is not defective or damaged, you may do so within 7 days of receiving it (either via delivery or collection), provided that:
The item has not been used
It is complete and in original condition
It is sealed in its original packaging
To log a return:
📧 Email: [email protected]
Include:
Clear photos of the product
Your reason for the return or exchange
Order number and contact details
Your request will be reviewed within 72 hours, and we’ll get in touch to make the necessary arrangements.
Please note: Return courier fees are at the customer’s expense. A handling or restocking fee may apply.
2. Returning Defective or Damaged Products
A. If Damage Is Noticed at Delivery
You have the right to refuse delivery if the product is visibly damaged. Please:
Clearly state the damage on the delivery note
Do not sign for the product
Request the delivery driver to return the item to us
Then notify us immediately at:
📧 [email protected]
📞 +27 63 808 1342
B. If Damage Is Discovered After Delivery
If damage becomes apparent within 48 hours of delivery:
Contact us within that period at [email protected]
Attach photos of the damage and a brief description
Include your order number
We’ll assess the case and respond within 72 hours with further steps for return, replacement, or repair.
C. Returning an Assembled and Damaged Product
If you wish to return a product that has been assembled and is damaged:
You may return the product
A 40% refund of the original purchase price will be issued
Standard courier fees will apply for the return
D. Returning an Assembled but Undamaged Product
If you wish to return a product that has been assembled but is not damaged:
You may log a complaint and request a return
A 50% refund will be issued on the product cost
Standard courier fees will be charged for return shipping
Please note: Assembly of a product affects its resale condition. For this reason, partial refunds apply as outlined above.
3. Warranty Coverage Terms:
The original invoice or proof of purchase is required to process any warranty claim.
This warranty covers factory faults or defects in materials or workmanship only.
Wear and tear, negligence, misuse, accidental damage, or any other cause unrelated to manufacturing faults is not covered.
Warranty becomes void if the product has been modified, altered, or assembled incorrectly.
The warranty applies to residential/domestic use only. Commercial use is excluded, unless expressly stated in writing on the invoice.
Claiming a Warranty:
If your product is found to be defective or faulty within 6 months of delivery, and the issue relates to manufacturing, Ephrata Furniture will, at our discretion:
Repair the defective component or item (if parts are available),
Replace the defective item (if stock is available), or
Offer a credit or refund if the item cannot be repaired or replaced.
To log a warranty claim:
📧 Email: [email protected]
Include:
A description of the issue
Your order number or proof of purchase
Clear photographs showing the defect or damage
Our team will review your claim within 72 hours and contact you with next steps.
Important Notes:
1. Handling & Administrative Fees for Non-Defective Returns
For returns on non-defective products, a discretionary handling/administration fee will apply.
This fee is a minimum of 5% of the product value.
The fee will be deducted from your refund or credit amount.
2. Cooling-Off Period (ECT Act Compliance)
In accordance with Section 44(2) of the Electronic Communications and Transactions Act 25 of 2002, customers are entitled to a 7-day cooling-off period for online purchases.
This allows for return or cancellation without penalty, but you remain liable for the following costs:
Delivery fee for the original dispatch (even if a free delivery promotion applied)
Collection fee equal to your area’s delivery charge
Any applicable handling/administration fees
This policy does not apply if the product has been assembled, partly assembled, or the original packaging has been discarded.
3. Returns Without Original Packaging
If the original packaging is missing, you (the customer) are responsible for repackaging and protecting the item adequately before return.
Any damage caused by inadequate packaging will incur additional charges, determined at our discretion.
4. Assembled Items
Products that have been assembled by the customer are not eligible for return.
Ephrata Furniture reserves the right to decline returns on assembled or partially assembled items.
5. Product Inspection and Quality Control
All returned items undergo a quality control inspection which may take up to 3 working days.
If the product is not found defective, the customer will be responsible for:
All transportation costs
A minimum handling fee of 5%
The item will be returned in packaging similar to how it was received by us
6. Refund Timeline
Approved refunds may take up to 7 working days to process.
It may take an additional 5 working days to reflect in your bank account, depending on your financial institution.
7. Damaged Items – Responsibility & Time frames
All goods must be inspected on delivery. We cannot be held liable for damage that is visible at the time of delivery but not noted on the delivery slip.
Damage reported after 48 hours will be considered as post-delivery damage, and Ephrata Furniture will not be liable.
Damage caused during customer assembly will not be covered and does not qualify for a return or refund.
