Refund policy

Here’s a draft for a Refund and Return Policy for Lux-Furn (lux-furn.co.za), tailored for a furniture retail business specializing in custom-made products with a non-refundable deposit of 35% for change of mind:

Refund and Return Policy

At Lux-Furn, we take pride in creating high-quality, custom-made furniture designed to meet your specific needs and preferences. Please take a moment to review our refund and return policy to understand our commitment to ensuring a smooth and transparent process.

1. Custom-Made Products and Non-Refundable Deposits

  • All orders for custom-made furniture are crafted based on your specific design requirements, materials, and dimensions.
  • A 35% non-refundable deposit is required at the time of order confirmation. This deposit covers the cost of materials and labor to begin production.
  • Change of Mind Policy: Should you wish to cancel your order for any reason unrelated to product quality or damage, the deposit will not be refunded. Any additional payments made beyond the deposit may be refundable, depending on the stage of production.

2. Returns for Custom-Made Products

Due to the personalized nature of custom-made furniture, returns are not accepted unless:

  • The product is defective.
  • There was an error in production that does not match the agreed-upon specifications.
  • The item arrives damaged due to shipping (see section on damaged goods below).

To request a return or exchange under these conditions, please contact us within 7 days of receiving your product.

3. Returns for Non-Custom Items

For non-custom furniture or standard items purchased from our collection:

  • Returns are accepted within 14 days of delivery, provided the item is unused, in its original condition, and packaging.
  • A restocking fee of 15% of the product price may apply.
  • Shipping costs for returns are the responsibility of the customer unless the return is due to a defect or error on our part.

4. Damaged or Defective Items

We thoroughly inspect all products before delivery to ensure they meet our quality standards. In the unlikely event that your product arrives damaged or defective:

  • Notify us within 24 hours of delivery, including photos of the damage and a description of the issue.
  • We will assess the situation and either:
    • Arrange for a replacement or repair at no additional cost, or
    • Offer a full or partial refund, depending on the severity of the issue.

5. Refund Process

  • Approved refunds will be processed back to your original payment method.
  • Refunds may take 7–14 business days to reflect, depending on your bank or payment provider.

6. Important Notes

  • Please ensure that all details (measurements, fabric choices, colors, etc.) are finalized and confirmed before placing your order. Changes after production begins may not be possible.
  • For orders requiring delivery, ensure that the delivery address is accurate, and the space is accessible. Failed delivery attempts due to incorrect details or inaccessible locations may result in additional fees.

Contact Us

If you have any questions or need assistance with your order, please contact our customer service team:

We appreciate your understanding and look forward to crafting beautiful furniture for your home or office!