Refund, Returns, Warranty Policy

TERMS AND CONDITIONS: RETURNS, REFUNDS, AND WARRANTY POLICY

Document Ref: SOP-RE-2026-001

Jurisdiction: Republic of South Africa (Consumer Protection Act No. 68 of 2008)

1. PREAMBLE AND SCOPE

This policy governs the contractual relationship between 4UR Home (“the Seller”) and the purchaser (“the Consumer”) regarding the acquisition of kitchenware and serveware. By finalizing a purchase, the Consumer acknowledges and accepts the stringent protocols outlined herein, which are drafted in accordance with the Consumer Protection Act (CPA) and the Electronic Communications and Transactions Act (ECTA).

2. STATUTORY RIGHT OF REVOCATION (CHANGE OF MIND)

In accordance with Section 44 of the ECTA, the Consumer is entitled to a “cooling-off” period of seven (7) days. However, this is subject to the following strictures:

  • 2.1. Integrity of Seal: Serveware is classified as a high-hygiene category. Returns will be summarily rejected if the primary or secondary protective packaging (including heat-shrink wrap or safety seals) has been breached.

  • 2.2. Set Integrity: For items sold as a composite unit (e.g., the 12-piece Black/White Mug Collection), the Consumer is prohibited from returning individual components. The "unit of sale" must be returned in its entirety.

  • 2.3. Logistics Liability: The cost and risk of reverse logistics (return shipping) vest solely with the Consumer. The Seller recommends tracked, insured transit; the Seller assumes no liability for items damaged or lost during return transit.

3. DEFECTIVE GOODS AND THE IMPLIED WARRANTY

Per Section 56 read with Section 55 of the CPA, goods carry an implied warranty of quality for six (6) months. This warranty is not absolute and is subject to:

  • 3.1. Burden of Proof: If a defect is reported after ten (10) days of receipt, the Seller reserves the right to require a technical assessment to determine if the failure is due to a manufacturing fault or Consumer Abuse/Negligence (e.g., thermal shock, impact damage, or use of abrasive chemical cleansers).

  • 3.2. Exclusion of Wear and Tear: Micro-scratches, fading of pigments over time, or "crazing" of glaze due to improper microwave/dishwasher use are categorized as fair wear and tear and are expressly excluded from warranty claims.

4. MANDATORY PROTOCOL FOR "DAMAGED ON ARRIVAL" (DOA)

Due to the fragile nature of ceramics and glass, the following Strict Cut-off applies:

  • 4.1. 24-Hour Notification: Discrepancies or transit damages must be reported via the Official Claims Portal within 24 hours of the timestamped delivery.

  • 4.2. Evidentiary Requirements: No claim will be processed without:

    • High-resolution imagery of the external shipping carton.

    • Imagery of the internal packaging (bubble wrap/inserts).

    • Macro-photography of the specific fracture or defect.

5. RESTOCKING FEES AND DIMINISHED VALUE

Per Section 20(3) of the CPA, the Seller is entitled to charge the Consumer for the use of the goods or for the reconditioning of the goods.

  • 5.1. Handling Fee: A mandatory 15% Restocking Fee applies to all non-defective returns where the packaging has been opened but the item remains unused.

  • 5.2. Rejected Returns: Items returned in a condition that renders them "unsellable" (e.g., food residue, watermarks, or missing original inserts) will be held for collection by the Consumer for 14 days, after which they will be disposed of. No refund will be issued.

6. REFUND DISBURSEMENT

  • 6.1. Audit Period: All returns undergo a 7-business-day forensic inspection upon arrival at our distribution center.

  • 6.2. Method: Refunds are strictly processed via the original payment gateway to mitigate "Credit Card Laundering" risks. No cash refunds will be issued under any circumstances.

7. CONTACT FOR FORMAL DISPUTES

Should a return be rejected, the Consumer may appeal the decision in writing to the Internal Dispute Resolution (IDR) department at 4urhomez@gmail.com.