Refund policy

Onlyfurn – Refund & Returns Policy

Effective Date: 27/02/2026

At Onlyfurn, we want you to be completely satisfied with your furniture purchase. This Refund & Returns Policy explains your rights and how to request a return, exchange, or refund.

1. Eligibility for Returns

You may request a return or exchange within 7 days from the date of delivery, subject to the following conditions:

  • The item must be unused, unassembled (if applicable), and in its original packaging with all accessories and tags intact.

  • You must provide a proof of purchase (order number or invoice).

  • Return requests must be submitted in writing via email to our Returns Team (details below).

2. Non-Returnable Items

Certain products cannot be returned or refunded, including:

  • Custom-made or personalized items.

  • Items that have been assembled, used, or damaged by the customer.

  • Products returned without original packaging, parts, or accessories.

  • Final sale or clearance items, where specified at the time of purchase.

3. Reporting Damaged or Defective Items

If your furniture arrives damaged or defective:

  1. Inspect your items immediately upon delivery.

  2. You must notify us within 48 hours of delivery.

  3. Email us with clear photographs showing the damage or defect, your order number, and a short description.

Once reported and approved, we will arrange either:

  • A replacement of the item,

  • A repair (if possible), or

  • A full refund (if repair or replacement is not feasible).

4. How to Start a Return or Refund

To initiate any return, exchange, or refund request:

📧 Email: onlyfurn@gmail.com
Include in your message:

  • Order number

  • Images (if applicable)

  • Reason for return or request

We will review your request and respond within 3 business days with instructions.

5. Customer Responsibilities

  • For non-defective returns, the customer is responsible for the cost of returning the item.

  • Original delivery fees are non-refundable.

  • If delivery was free (promotion), the equivalent delivery cost will be deducted from any refund.

  • Items must be returned in resalable condition; Onlyfurn reserves the right to refuse returns that do not meet this standard.

6. Refund Processing

If a refund is approved:

  • Refunds will be processed to the original payment method.

  • Please allow 7–14 business days for processing and up to an additional 5 business days for funds to reflect in your account.

7. Restocking / Handling Fees

  • Returns of non-defective items may be subject to a handling or restocking fee (typically up to 15–20% of the item value), deducted from the refund to cover inspection, repackaging, and administration costs.

8. Warranty Claims

Separate from our return policy, furniture items may also be covered by a manufacturer’s warranty where applicable. This covers defects arising from manufacturing faults for a specified period. Warranty claims will be evaluated based on the issue and product type.

9. Consumer Rights

Nothing in this policy affects your statutory rights under the South African Consumer Protection Act (CPA), including the right to return a product that did not perform as reasonably expected or was defective.

If you have any questions or need help with a return, please contact our support team at onlyfurn@gmail.com or through the customer support channels on our website.