Returns/Refunds & Warranty

 
1. General Return Provisions.
Goods may only be returned in accordance with the Consumer Protection Act 68 of 2008 (CPA).
Where a return is legally permitted, a handling fee of up to 15% of the product value may be charged if the product or packaging is not returned in its original condition.
 
2. Return Exclusions.
Returns will not be accepted under the following conditions:
  • The customer inspected the goods prior to purchase and later changed their mind.
  • The goods were damaged due to negligence.
  • The goods have been disassembled, permanently installed, or physically altered.
  • The goods were used or installed contrary to the instructions of Platinum Pearls Upholstery or the manufacturer.
  • The goods have been subjected to misuse, abuse, or improper handling.
  • Goods were used for purposes outside normal domestic use (normal wear and tear excluded).
3. Warranty Assessment.
Goods alleged to be defective will be assessed by Platinum Pearls Upholstery or the manufacturer to determine the cause of the defect.
All products carry an implied warranty under the CPA, entitling consumers to return defective goods as per Sections 20 and 56.
Manufacturer warranties (where applicable) run concurrently with CPA warranties.
Platinum Pearls Upholstery must accept the return of defective or unsafe goods within six months of delivery, subject to CPA conditions.
If goods do not meet the standards of Section 55 of the CPA, the consumer may return them.
 
4. Non-Faulty Goods.
If assessment shows that the goods are not defective, the customer will be liable for:
  • All handling and courier costs for collection and re-delivery.
  • Any costs resulting from damage caused by misuse, abuse, or negligence.
5.Refunds.
Eligibility for Refunds
A refund may be granted if:
  • The consumer determines within 7 days that the product is unsuitable for the intended purpose, provided that purpose was clearly communicated to the supplier.
  • The consumer did not inspect the goods prior to delivery and rejects delivery for reasons permitted in Section 19(5) of the CPA.
  • The goods delivered were mixed with items not ordered, in accordance with Section 19(8).
6. Refund Processing.
Refunds are issued directly to the customer’s bank account or credit card.
Refund processing may take up to 10 working days, starting only once the returned goods are received and inspected.
 
7.Repairs.
Repair Entitlement:
  • If goods become defective, the customer may:
  • Bring the item to our warehouse for assessment.
Choose one of the CPA‑permitted options after inspection:
  • Repair the goods.
  • Replace the goods (if repair is not suitable).
8. Repair Conditions.
No repairs may be performed without prior written authorization from Platinum Pearls Upholstery.
Authorized repairers may decline house calls if the area poses a safety risk.
Repairs under warranty are carried out within a 20 km radius of our warehouse.
For distances beyond this radius, travel will be charged at the prevailing AA rate per kilometer.
 
9.Warranty & Guarantee.
Limited Warranty Coverage.
Wood patio furniture is warranted to be free from material and workmanship defects under normal residential use for one (1) year from the original purchase date.
 
10. Warranty Covers.
Structural integrity of the wooden frame.
Defects in materials.
 
11. Warranty Exclusions.
This warranty does not cover:
  • Normal wear and tear, fading, or natural weathering.
  • Damage caused by misuse, improper care, accidents, or modifications.
  • Damage from environmental factors, including(Extreme weather, Standing water, Mould, Insect infestation, Commercial or non‑residential use)
12. Craftsmanship Guarantee.
All furniture is handcrafted using high-quality materials.
If structural defects occur within the warranty period, Platinum Pearls Upholstery will, at its discretion:
  • Repair the item, or
  • Replace the relevant part or product
This will be done at no or minimal additional cost to the customer.
 
13. Warranty Claim Procedure.
To submit a claim, the customer must provide:
  • Proof of purchase.
  • Photographs of the defect.
  • A written description of the issue.
Claims must be initiated through WhatsApp at 063 543 0878.
Note: A 15% fee may apply to claims submitted after six months from the date of delivery.
 
14. Long-Term Guarantee.
Patio furniture carries a 5–10 year craftsmanship guarantee, provided the customer adheres to proper care and maintenance requirements.
 
 

Need help?

Contact us at info@ppearlsupholstery.co.za or get is touch with us via Whatsapp on 063 543 0878.