Refund policy

Return Policy

If you would like to return or exchange your order, you are welcome to do so within 14 days of the date of delivery. The guarantee is only valid for the original purchaser. When making a claim please ensure you have your original invoice.

The product must be returned in its entirety and in the same condition as when it arrived at your site and it must not have been installed, removed and then returned. You will be required to bring goods to our dispatch centre, or you can contact us to arrange collection, which will incur a delivery charge.

Once we receive your return, we will process and refund your purchase as soon as possible.

You will be responsible for the full transportation costs (including both outgoing and incoming), which will be deducted from your refund. Please note that this may differ from your original invoice as we offer free shipping on completed sales and sometimes subsidize, discount or absorb additional costs.

All custom-made orders are made especially for you and are therefore final sales. We cannot accept returns, cancellations or exchanges on custom orders unless there is a manufacturer flaw.

 

Product Damaged in Shipping

In the unlikely event that your product is damaged or shorted simply contact us within 7 calendar days of delivery to make a claim. If something is wrong with an order, we will take immediate steps to replace the product or refund your money.

Please do not schedule the installation of your products until after the product has been received and examined. Installing a damaged or defective product may void a warranty or damage claim.

Our products are carefully packaged to avoid damage in shipping. Damage to products will virtually always be visible on the exterior of the pallet, crate, or lift. If products are damaged inside of the packaging, please halt installation and contact us right away.

If products have been damaged in shipping or are missing, we will replace the products or refund the price of those products. The decision to replace or refund will be made in consultation with you, the customer, as to which solution is acceptable for both parties. If it needs to be brought in for repairs, repairs will be undertaken if possible or item replaced. If the items are replaced, please note that we cannot guarantee that the colour or style which you had purchased previously will be in stock. We may in certain instances require an assessment of the goods. If in our assessment you have not adhered to the use and care instructions of any goods, we will refuse to accept the return of these goods.

If you have any questions regarding returns, claims, shipping, or products, please contact the Claims Department customer@creative-living.co.za.