Return, Refund & Exchange Policy

1. Important Information

This policy explains our procedures for returns, refunds, exchanges and cancellations. Nothing in this policy is intended to remove, restrict or reduce any consumer right that cannot lawfully be excluded or limited.

Where a statutory consumer right applies, that right will take priority over any voluntary STOREONE GROUP return condition.

2. Payments Accepted by STOREONE GROUP

For security, record-keeping and payment-processing purposes, STOREONE GROUP currently provides the following official payment channels:

Customers making an EFT payment from another bank may use their own banking institution to transfer funds to the official STOREONE GROUP FNB account details provided to them. The receiving bank account used by STOREONE GROUP is FNB.

3. Defective, Unsafe or Poor-Quality Products

Where the CPA applies and goods qualify for the statutory remedies provided by law, consumers have statutory rights relating to goods that are defective, unsafe, of poor quality, unsuitable for their intended purpose, or materially different from what was agreed.

Under the CPA's implied warranty of quality, qualifying goods may generally be returned within six months after delivery where the statutory requirements are met.

Where a statutory remedy applies, the consumer may have the right to require the supplier to:

• Repair the goods;
• Replace the goods; or
• Refund the consumer.

The applicable remedy will depend on the circumstances and requirements provided by applicable law.

4. Reporting Damage or Problems After Delivery

Customers should inspect their order as soon as reasonably possible after delivery and contact STOREONE GROUP if there is visible damage, missing parts, incorrect goods or another problem.

Prompt notification helps us investigate and resolve the matter quickly.

For delivery-related damage, customers are encouraged to provide photographs of:

• The outer packaging;
• The product;
• The damaged area;
• Any labels or delivery documentation; and
• Any missing or damaged components.

5. Change-of-Mind Returns

STOREONE GROUP may offer a voluntary change-of-mind return facility for eligible standard products, subject to the conditions below.

Unless a different statutory right applies, an eligible voluntary change-of-mind return should generally be requested within 7 calendar days of delivery.

For a voluntary change-of-mind return, the product should normally be:

• Unused and in resalable condition;
• Returned with its original packaging where reasonably possible;
• Complete with accessories, manuals and included components;
• Free from customer-caused damage; and
• Accompanied by valid proof of purchase.

6. Custom-Made, Special-Order & Personalised Products

Products manufactured, configured, cut, upholstered, personalised or specially ordered according to a customer's specific requirements may not qualify for a voluntary change-of-mind return.

This may include specially manufactured furniture, customised colours, personalised products, special dimensions and goods ordered specifically for a customer.

7. Furniture & Natural Material Variations

Furniture and products made from natural materials may contain variations in colour, grain, texture, knots, markings or finish.

Such natural characteristics are not automatically considered manufacturing defects where the product reasonably conforms to its description and agreed specifications.

However, genuine defects, material non-conformity or other statutory quality issues will be assessed in accordance with applicable law.

8. Exchanges

Where an exchange is requested for a voluntary change-of-mind reason, STOREONE GROUP may approve the exchange where the product qualifies under this policy and stock is available.

Where goods are defective or otherwise qualify for a statutory remedy, the consumer's statutory rights will apply.

If the replacement product has a higher price, the applicable price difference may be payable. If it has a lower price, any applicable refund will be processed according to the circumstances and applicable law.

9. Refunds

Approved refunds will be processed using an appropriate payment/refund method, taking into account the original payment method and applicable legal requirements.

For payments made through Paystack, transaction information may be used to process or reconcile the applicable refund.

For EFT payments, STOREONE GROUP may require sufficient banking information to process a refund securely.

Refund timing may depend on the payment method, banking institution, payment processor and the circumstances of the refund.

10. Return, Collection & Delivery Costs

Costs associated with a return, collection or delivery will depend on the reason for the return and the applicable legal requirements.

Where a statutory remedy requires STOREONE GROUP or the responsible supplier to bear the relevant return or collection cost, that requirement will apply.

For voluntary change-of-mind returns, any applicable transport, collection or delivery charges will be communicated to the customer before the return is arranged, subject to applicable law.

11. Products Damaged Through Customer Misuse

A return or refund may not be approved as a defect where examination reasonably establishes that the problem was caused by misuse, accidental damage, improper installation, neglect, unauthorised modification or failure to follow reasonable care or usage instructions.

This does not affect any statutory right that may apply where the relevant legal requirements are satisfied.

12. Items That May Be Excluded From Voluntary Change-of-Mind Returns

Subject to statutory consumer rights, the following categories may generally be excluded from STOREONE GROUP's voluntary change-of-mind return facility:

• Custom-made or personalised products;
• Special-order products obtained specifically for the customer;
• Products that have been used, installed or assembled where this affects their resalable condition;
• Products damaged through customer misuse or negligence;
• Products missing essential components or accessories; and
• Products that cannot reasonably be resold in their original condition.

These exclusions do not apply where applicable law gives the consumer a non-excludable statutory remedy.

13. Order Cancellation

Customers should contact STOREONE GROUP as soon as possible if they wish to cancel an order before dispatch, manufacture or fulfilment.

Whether cancellation is possible, and whether any cancellation charge may apply, depends on the nature and stage of the order and applicable law.

Special-order, custom-made and already-manufactured goods may require additional consideration before cancellation can be accepted.

Nothing in this section limits any cancellation right provided by applicable consumer-protection legislation.

14. Supplier or Manufacturer Warranties

Some products may include separate manufacturer or supplier warranties.

Where applicable, warranty claims may be subject to the manufacturer's or supplier's warranty terms, provided those terms do not unlawfully remove or restrict consumer rights that apply under South African law.

Customers may be asked to provide proof of purchase, photographs, serial numbers or other reasonable information required to assess a warranty claim.

15. Return Assessment

After a return request is received, STOREONE GROUP may inspect or arrange inspection of the product to determine the nature of the issue.

Assessment may include:

• Checking the condition of the product;
• Verifying the order and proof of purchase;
• Checking accessories and components;
• Determining whether the issue is a manufacturing defect, damage, misuse or another cause; and
• Determining the appropriate remedy under applicable law and this policy.

Assessment procedures will not be used to unlawfully remove or restrict a consumer's statutory rights.

16. Proof of Purchase

Customers should retain their order confirmation, invoice, receipt, EFT proof of payment or other evidence of purchase.

For payments made through Paystack, transaction or payment-reference information may also assist us in locating the relevant order.

17. Consumer Protection & Legal Compliance

Where there is a conflict between a voluntary STOREONE GROUP policy condition and a mandatory consumer right under applicable law, the mandatory legal requirement will prevail.

STOREONE GROUP does not intend to contract out of any consumer right that cannot legally be excluded, waived or restricted.

Nothing in this policy prevents a consumer from exercising rights available under applicable South African law.

18. Frequently Asked Questions