Effective Date: April 16, 2026
At John Lewis Furniture, we want you to love your purchase. If you are not entirely satisfied, we are here to help. This policy outlines the procedures for returns, exchanges, and warranty claims.
1. Standard Returns (Cooling-Off Period)
In accordance with the Electronic Communications and Transactions Act, you have a 7-day cooling-off period to return products.
- Condition: Products must be unused, complete, in their original condition, and sealed in their original packaging.
- Fees: For non-defective items, you are liable for the initial delivery costs, the collection fee, and a discretionary handling fee (minimum 5% or R70). This applies even if you received free delivery.
- Exclusions: We reserve the right to refuse returns if products have been assembled, partly assembled, or if the original packaging has been discarded.
2. Defective or Damaged Products
It is your responsibility to thoroughly inspect all goods upon delivery before signing the proof of receipt.
- Visible Damage on Delivery: You have the right to refuse delivery. Please note the damage clearly on the delivery note. The courier will return the item to us. Contact us immediately to report the incident.
- Damage Discovered After Delivery: If damage is found after the driver leaves, it must be reported within 48 hours. Reports made after 48 hours may be deemed to have occurred post-delivery.
- Assembled & Damaged: If you wish to return a product that is already assembled and damaged, a 40% refund will apply, and standard courier fees will be charged for the return.
- Assembled & NOT Damaged: If you change your mind on an assembled product that is not defective, a 50% refund will apply, plus standard courier fees.
3. Exchanges
We offer exchanges within 14 days of delivery, subject to product availability.
- Condition: Items must be in “as-new” condition. We cannot exchange products with scratches, stains, drilling, or modifications.
- Packaging: Please return the item in its original packaging to prevent transit damage.
- Shipping Fees: There are no additional shipping fees for exchanges.
- Price Differences: If the new item costs less, we will refund the difference within 14 business days. If it costs more, the balance must be settled before delivery.
4. Warranty Claims
All products carry a 1-year factory warranty unless otherwise specified.
- Coverage: Warranties cover factory faults and defects only. They do not cover wear and tear, negligence, abuse, accidents, or commercial use.
- Proof of Purchase: The original sales invoice is required for all claims.
- Resolution: We are entitled to repair or replace the defective part or the whole unit. If a repair or replacement is not possible, an online credit or refund will be issued.
5. How to Log a Return or Claim
To initiate a return, exchange, or warranty claim, please follow these steps:
- Email: Send an email to info@johnlewisfurniture.co.za.
- Information Needed: Include your original order number, a description of the issue, and clear photographs of the items/damage.
- Review: We will review your request within 72 hours and contact you to arrange the next steps.
- Assistance: If you need immediate help, contact us at 000 000 0000.
6. Important Conditions & Exclusions
Refund Timing: Once approved, refunds can take up to 7 working days to process and an additional 5 working days to reflect in your bank account.
Hygiene Items: For hygiene reasons, all linen products and mattresses cannot be returned once opened or used.
Assembly: If you paid for professional assembly, those items cannot be returned. If you damage a product during your own assembly, we are not liable for a return or refund.
Inspection: Quality control inspections can take up to 3 working days once the item is back at our warehouse.