REFUND & RETURNS POLICY

Last Updated: October 2026

At LUXULI, we take pride in crafting high-quality, beautiful furniture. We want you to be completely satisfied with your purchase. This policy outlines your options and rights under the South African Consumer Protection Act (CPA) regarding returns, cancellations, and damages.

1. Standard Off-the-Shelf Stock Items

If you purchase a standard, non-customized product (e.g., ready-made decor, standard in-stock accessories):

• 7-Day Cooling-Off Period: In accordance with the CPA, you may return standard stock items within 7 calendar days of receipt for an exchange, store credit, or refund.

• Condition: Items must be completely unused, undamaged, in their original condition, and in their original packaging.

• Return Transport Costs: The customer is responsible for the courier fees or transport costs associated with returning non-defective standard stock to our workshop in Gqeberha. Initial delivery fees are non-refundable.

2. Bespoke & Made-to-Order Furniture

Because our handcrafted furniture and custom upholstery pieces are produced specifically to your individual choices (e.g., specific dimensions, fabric selections, timber finishes):

• Non-Returnable / Non-Refundable: Under Section 20(3)(b) of the CPA, custom-made, bespoke, or altered items cannot be returned or cancelled once production has commenced, unless the product has a verified manufacturing defect or transit damage.

• Order Modifications: Any requested changes to bespoke orders must be made in writing to info@luxuli.co.za within 24 hours of placing the order or paying the deposit. Once materials are cut or production begins, changes cannot be guaranteed.

3. Goods Damaged in Transit & Manufacturing Defects

We carefully inspect all items before they leave our workshop. However, if your item arrives damaged or has a structural defect:

1. Inspection on Delivery: Please inspect your package/furniture immediately upon arrival.

2. Notification Period: You must notify us in writing at info@luxuli.co.za within 48 hours of delivery.

3. Required Information: Please include your order number, a clear description of the issue, and photos showing both the damage and the outer packaging.

4. Resolution: If the damage occurred during transport or due to a manufacturing fault, LUXULI will, at its discretion and in line with your statutory rights, arrange to:

   • Repair the defective item at no charge to you.

   • Replace the damaged component or full item.

   • Offer a full refund if a repair or replacement is not feasible.

LUXULI will cover all courier costs for validated transit damage or defective returns.

4. Non-Returnable Items & Exclusions

The following items cannot be returned or refunded unless proven defective:

• Custom-made, bespoke, or made-to-measure furniture.

• Floor models, clearance items, or items bought on "As Is" sales.

• Items damaged due to fair wear and tear, improper cleaning chemicals, direct sunlight exposure, or misuse.

• Items that cannot fit into your home due to incorrect space measurements by the customer (e.g., doorways, stairwells, or lifts).

5. Return Process & Refunds

1. Contact Us: Email info@luxuli.co.za with your order details and reason for return prior to sending any item back.

2. Approval: Once approved, we will provide you with the return address and instructions (or arrange collection if returning a defective item).

3. Refund Processing: Approved refunds will be processed via electronic funds transfer (EFT) back to the original bank account or payment method within 7 to 10 business days of receiving and inspecting the returned item.

Contact Details for Returns

• Email: info@luxuli.co.za

• Phone: +27 79 485 6079

• Address: 134 Kempston Road, Gqeberha, South Africa