Returns and Refunds Policy

THE SOFA GUY PTY LTD

RETURNS & REFUNDS POLICY

Effective Date: 1 November 2025 Governing Law: Republic of South Africa

1. Introduction

1.1 This Returns & Refunds Policy applies to all products supplied by The Sofa Guy Pty Ltd (“we”, “our”, “us”), including all custom-manufactured sofas and furniture.

1.2 As a small business producing made-to-order, handcrafted items, each product is individually manufactured according to the consumer’s confirmed specifications, including but not limited to dimensions, configuration, fabric, and finish.

1.3 Because of this, refunds and returns are not permitted, except where required by the South African Consumer Protection Act, 68 of 2008 (“CPA”).

1.4 Payment of a deposit signifies that the client has read, understood, and agreed to all terms and conditions contained in this policy. The deposit acts as formal acceptance and signature of this agreement.

2. Applicability of the Consumer Protection Act (CPA)

2.1 This policy respects the CPA’s provisions regarding product quality, safety, and fair trade, while clarifying the limitations applicable to custom-made goods.

2.2 The CPA does not grant a general right to return goods due to a change of mind, incorrect choice, or dissatisfaction with aesthetic preferences.

2.3 Section 56 of the CPA provides that goods must be of good quality, free from material defects, reasonably durable, and fit for purpose.

2.4 Where a product fails to meet these standards, the consumer may have the right to a repair, replacement, or refund within six (6) months of delivery—subject to inspection and confirmation by us.

3. Non-Refundable and Non-Returnable Custom Orders

3.1 All sofas and furniture items are custom manufactured to order and cannot be cancelled, returned, or refunded once production has commenced.

3.2 No refunds, cancellations, or exchanges will be accepted for:

• Incorrect measurements, sizes, or specifications supplied by the consumer;

• Changes of mind after order confirmation;

• Dissatisfaction with colour, texture, or appearance of fabric or finish once selected and approved by the consumer.

3.3 The consumer acknowledges that fabric and material selections are final and made entirely at their discretion.

3.4 Under no circumstances will fabric costs be refunded, even in cases where a refund or credit is granted on any other component of the order.

4. Exceptional Circumstances for Refund Consideration

4.1 Refunds will only be considered under the following limited and exceptional circumstances: • The product is found to be materially defective or not as described, as verified by our quality inspection;

• We are unable to deliver the ordered goods or a reasonable substitute due to supply constraints or events beyond our control;

• A defect arises that falls squarely within the CPA’s six-month implied warranty of quality.

4.2 In such cases:

• We reserve the right, at our sole discretion, to repair or replace the defective item before any refund is considered.

• Any approved refund will exclude all fabric costs and any costs incurred for custom materials, special finishes, or consumer-requested alterations.

• Delivery, collection, and handling fees are non-refundable and may be deducted from any amount due.

5. Inspection, Claims, and Process

5.1 Upon delivery, the consumer must inspect the goods immediately and note any visible defects or discrepancies in writing on the delivery note.

5.2 Claims for defects or faults must be submitted in writing to thesofguysa@gmail.com within five (5) business days of delivery.

5.3 The goods must be made available for inspection by our technical team before any remedy (repair, replacement, or refund) is approved.

5.4 If we determine that the defect resulted from misuse, negligence, improper care, unauthorised modification, or failure to follow care instructions, then no refund or replacement will be granted.

6. Repairs and Warranty

6.1 In line with Section 56(2) of the CPA, if a defect covered by the implied warranty arises within six (6) months of delivery, we may, at our discretion, repair, replace, or refund the item. 6.2 If a repair is carried out and the same defect reoccurs within three (3) months, the consumer may then request a replacement or refund (excluding fabric costs).

6.3 This warranty does not apply to:

• Normal wear and tear;

• Fabric pilling, fading, or texture variations;

• Damage caused by improper use, moisture, or failure to maintain the product.

7. Order Cancellation

7.1 Orders may only be cancelled before production begins, and only with written approval from management.

7.2 A cancellation fee of up to 50% of the total order value may apply to cover administrative, labour, and material allocation costs.

8. Governing Law & Jurisdiction

8.1 This policy is governed by the laws of the Republic of South Africa.

8.2 Any dispute arising from this policy shall be resolved within the jurisdiction of the courts of South Africa.

9. Contact Information

For all return, warranty, or service-related inquiries, please contact:

The Sofa Guy Pty Ltd

21 Fisher Street, Goodwood Email: thesofguysa@gmail.com

Important Notice

This Returns & Refunds Policy forms part of your sales agreement with The Sofa Guy Pty Ltd. By confirming your order and paying your deposit, you acknowledge that you have read, understood, and accepted the terms above.

1. Delivery Areas

We currently deliver within Cape Town and surrounding areas.

•⁠ ⁠Delivery is limited to the Cape Town metropolitan area.

•⁠ ⁠Additional delivery charges apply to addresses located more than 20km outside of Cape Town.

•⁠ ⁠For safety reasons, we reserve the right to decline delivery to designated high-risk or high-crime areas. If your address falls within such an area, we will contact you to discuss alternative arrangements.

2. Delivery Timeframes

•⁠ ⁠Standard delivery takes 5–10 business days from confirmed payment.

•⁠ ⁠Custom-made sofas follow the same 5–10 business day timeframe.

•⁠ ⁠Deliveries may take place on public holidays.

•⁠ ⁠Delivery timelines begin once full payment has been received and cleared.

While we aim to meet all estimated timeframes, delays may occur due to circumstances beyond our control.

3. Delivery Fees

•⁠ ⁠A flat-rate delivery fee of R400 applies to all standard deliveries within Cape Town.

•⁠ ⁠Additional surcharges apply for deliveries exceeding 20km outside Cape Town.

•⁠ ⁠There are no installation fees.

•⁠ ⁠Delivery fees are charged once at checkout and are payable in full prior to dispatch.

4. Delivery Process

•⁠ ⁠We will contact you the day before delivery to confirm arrangements.

No delivery will be scheduled without confirmation.

•⁠ ⁠A responsible adult must be present at the delivery address to:

* Receive the sofa

* Inspect the item

* Sign the delivery note confirming receipt in good condition

•⁠ ⁠Please ensure:

* Clear and safe access to the delivery area

* Sufficient space through doorways, passages, staircases, and lifts

Failure to ensure access may result in rescheduling.

5. Rescheduling

•⁠ ⁠Customers must request rescheduling at least 2 hours before the agreed delivery time.

•⁠ ⁠If no one is available at the time of delivery, the delivery will be rescheduled.

•⁠ ⁠We reserve the right to reschedule deliveries due to unexpected circumstances including, but not limited to:

* Severe weather

* Road closures

* Strikes

* Safety risks

Such rescheduling will be at our discretion.

6. Risk & Ownership Transfer

Risk in the goods passes to you upon successful delivery and signature.

Once the prodyct has been delivered, inspected, and signed off as received in good condition:

•⁠ ⁠We are no longer liable for damages.

•⁠ ⁠Ownership and responsibility transfer to the customer.

7. Inspection on Delivery

Customers are required to inspect all goods at the time of delivery.

•⁠ ⁠Any visible damage or defects must be reported immediately.

•⁠ ⁠If damage is identified on delivery and confirmed to be our responsibility:

* The sofa will be returned with our team

* The issue will be rectified at no additional charge

* The delivery fee remains a once-off charge

Failure to report damage at the time of delivery may invalidate subsequent claims relating to visible defects.

8. Failed Delivery Attempts

•⁠ ⁠If delivery cannot be completed due to customer unavailability or access issues, the delivery will be rescheduled and redelivery fees applied.

•⁠ ⁠Redelivery charges will not apply if the failure is due to our error.

•⁠ ⁠If the incorrect delivery address is provided, a new delivery fee will be charged.

9. Returns Related to Delivery

For information regarding returns, cancellations, or change-of-mind purchases, please refer to our Returns Policy.

•⁠ ⁠If an incorrect address is provided at checkout, a new delivery fee will apply.

•⁠ ⁠Delivery fees are non-refundable once dispatch has occurred.