Refund policy

Effective Date: 05 April 2025
Last Updated: 05 April 2025

1. Scope of Policy

This Return and Refund Policy applies to all purchases made through LUXE LIVING INTERIORS’ physical store, online platforms, or authorized sales channels. By placing an order, the customer confirms that they have read, understood, and accepted this policy in full.

2. Made-to-Order Products: No Cancellation or Refund

All LUXE LIVING INTERIORS products are custom-built to the client’s specifications. Accordingly:

• No cancellations, refunds, or exchanges will be allowed once payment has been received and production has begun.
• This clause is under Section 17(3) of the Consumer Protection Act (CPA), which allows restrictions on refunds for specially ordered goods.

Note: Refunds or exchanges will not be granted due to change of mind, incorrect measurements provided by the client, or dissatisfaction unrelated to manufacturing defects.

3. Refund Eligibility (Strictly Limited Cases)

Refunds may only be granted under the following conditions:

3.1 Non-Delivery Within Stipulated Timeframe

If LUXE LIVING INTERIORS fails to deliver within the agreed timeline and does not provide a reasonable explanation or revised date, the customer may request a cancellation and refund.

3.2 Failure to Fulfill Order

If, due to unforeseen circumstances (e.g., supplier failure, material shortage), LUXE LIVING INTERIORS is unable to fulfill an order, a full or partial refund will be considered.

Refund Terms:

• A 5% administrative and bank processing fee will be deducted from the refund amount.
• Refunds are processed within 10 business days to the original method of payment.
• Proof of identity and original payment confirmation may be requested.
  

4. Order Downgrade & Store Credit Policy

If a customer requests to change an existing order from a higher-priced item to a lower-priced item:

• No cash refund will be issued for the price difference.
• Instead, a store credit equal to the difference will be issued for future use.
  
  

Terms of Store Credit:

• Credit is valid for 12 months from the date of issue.
• It is non-transferable and cannot be exchanged for cash.
• Store credit will only be issued if production on the original item has not yet started.
• If production has started, LUXE LIVING INTERIORS reserves the right to deny the downgrade or charge an administration fee.
  

5. Exchanges (Limited to Ready-Made Products)

Exchanges may be considered only under the following conditions:

• The item is a non-custom, ready-made product.
• The customer submits a request within 7 days of receiving the item.
• The item is unused, undamaged, and returned in its original packaging.
• The customer bears all return shipping costs, unless the item is damaged or incorrect.
  
  

Custom-made or personalized products are not eligible for exchange under any circumstances.

6. Damaged or Defective Items

While all items are subject to strict quality checks, if you receive a damaged or defective item:

6.1 Report Window

• You must notify our team within 48 hours of delivery.
  

6.2 Claim Requirements

• Submit clear photographic or video evidence of the defect.
• Provide your original invoice and delivery receipt.
  
  

6.3 Resolution Options

If your claim is verified, LUXE LIVING INTERIORS may:

• Repair the item at no cost, or
• Replace the item, or
• Offer a partial refund (less the 5% admin fee) if a replacement is not feasible.
  
  

LUXE LIVING INTERIORS reserves the right to inspect the product or appoint a third-party assessor before processing a claim.

7. Items Not Eligible for Return, Exchange, or Refund

• Custom-made or bespoke furniture
• Clearance or final sale items
• Products showing customer damage, misuse, or alteration
• Items returned without valid proof of purchase
• Returns requested outside of the allowable period
  

8. Limitation of Liability

LUXE LIVING INTERIORS shall not be held liable for:

• Damage caused by customer negligence, misuse, or third-party installers
• Acceptable variations in color, texture, grain, or measurements in handcrafted items
• Delays caused by load shedding, strikes, supplier delays, or other force majeure events
  

9. Dispute Resolution

In the event of a dispute, the customer must escalate the matter in writing to management. If unresolved, both parties agree to attempt mediation before litigation, as recommended by Section 69 of the Consumer Protection Act.

10. Nationwide Delivery Inspection Policy (Outside Gauteng)

LUXE LIVING INTERIORS proudly offers nationwide delivery from our manufacturing facility in Pretoria, Gauteng. We take every precaution to ensure that your furniture arrives in perfect condition.

For clients located outside of Gauteng, the following delivery inspection terms apply:

Mandatory On-Site Inspection

Customers are required to inspect all delivered items immediately in the presence of our delivery team upon arrival.

Damage Reporting Protocol

If any visible damage, manufacturing defect, or incorrect item is identified during this inspection:

• The customer must immediately notify the delivery team on-site.
• The customer must also take clear photographs of the item(s) and document all defects for submission to our support team via WhatsApp or email.
• The delivery team will return the affected item to our factory at no cost to the customer.
• A replacement will be produced (if applicable) and delivered on the next scheduled delivery date for that area.
  
  

Important Conditions

• No claims for visible damage will be accepted once the delivery team has left the premises.
  
• Customers must only sign the delivery note once they have completed their inspection and are fully satisfied with the item.
  
• If a customer signs the delivery note without conducting an inspection, LUXE LIVING INTERIORS will not be held liable for any damages or defects discovered afterward.
  
  

This inspection policy is in place to protect both the customer and LUXE LIVING INTERIORS from misunderstandings or logistical issues. It ensures that any problems are dealt with immediately and resolved without extra costs or delays.

11. Delivery Fees (Non-Refundable)

Once an order has been delivered, any delivery or shipping fees paid are strictly non-refundable.

This applies to all refund requests, including cases where the customer is not satisfied with the product after delivery.

Luxe Living Interiors sometimes uses third-party courier and delivery services, and these costs are paid directly to the service providers to complete the delivery. As a result, delivery fees cannot be recovered or reimbursed once the service has been fulfilled.

By placing an order, the customer acknowledges and agrees that:

• Delivery services are separate from the product purchase
• Delivery fees are fully consumed once the order has been delivered
• Only the product amount (if approved under the refund policy) may be considered for refund, excluding delivery costs

In the case of custom-made or made-to-order items, refunds may be limited or declined entirely, as these products are manufactured specifically for the customer.

12. Contact Information

For queries or claims related to returns and refunds:
📞 Tel: +27 69 509 3522
📧 Email: sales@luxelivinginteriors.co.za
 🏢 Address: 213 Ds Bosman Street, Pretoria Central, 0002

We value your support and aim to provide exceptional service while protecting the integrity of our business.