Return & Refund Policy – Westwood Furniture

At Oak Lane Furniture, customer satisfaction is important to us. We are committed to providing quality furniture and a clear and transparent process for returns, exchanges and refunds.

Oak Lane Furniture accepts returns for both defective and non-defective products in accordance with the conditions below.

This Return & Refund Policy applies to purchases made through Oak Lane Furniture and should be read together with our Terms & Conditions. Nothing in this policy limits any rights available to consumers under applicable South African consumer protection legislation.

1. 7-Day Return Window

Customers may request a return within 7 days from the date the product is delivered.

The 7-day return window applies to both defective and non-defective products, including eligible change-of-mind returns.

For non-defective or change-of-mind returns, the product must:

Be unused and in its original condition;
Not have been altered, damaged, misused or incorrectly assembled after delivery;
Include all accessories, components and parts originally supplied with the product; and
Be returned in its original packaging where reasonably possible.

For products that are damaged, incorrect or defective, customers should contact Oak Lane Furniture as soon as reasonably possible after discovering the issue and provide the relevant order details and supporting information.

All returned products may be inspected before a refund or exchange is approved.

Any statutory rights that apply to defective or unsafe goods beyond this 7-day return policy remain unaffected.

2. Non-Defective and Change-of-Mind Returns

Oak Lane Furniture accepts eligible non-defective and change-of-mind returns within 7 days of delivery.

The product must meet the return conditions stated in Section 1 and must be unused and in a condition suitable for resale.

For an approved non-defective or change-of-mind return, the customer is responsible for the applicable return transportation or courier arrangements and costs.

Original delivery charges are not ordinarily refundable for change-of-mind returns, subject to applicable law.

There is no restocking fee for an approved eligible return.

3. Damaged, Incorrect or Defective Products

Oak Lane Furniture also accepts returns for products that are delivered damaged, incorrectly supplied or defective.

Customers should inspect their order as soon as reasonably possible after delivery.

If a product arrives damaged, an incorrect product has been supplied, or the product appears to have a defect, please contact Oak Lane Furniture and provide:

Your order number;
Details of the affected product;
A description of the problem; and
Photographs or other supporting information where reasonably required.

Where Oak Lane Furniture supplied an incorrect product, the product was damaged during the applicable delivery process, or the product has a qualifying defect, Oak Lane Furniture will arrange or cover reasonable return or collection costs where applicable.

Nothing in this policy limits any statutory warranty, remedy or other right available to consumers under applicable South African consumer protection legislation.

4. Return Method

Returns are handled by courier or transport arrangement.

Customers must contact Oak Lane Furniture before returning a product so that the return can be authorised and the appropriate return or collection instructions can be provided.

Products should not be returned without first receiving return instructions from Oak Lane Furniture.

For eligible non-defective or change-of-mind returns, the customer is responsible for arranging or paying the applicable return transportation costs.

For qualifying damaged, incorrect or defective products, Oak Lane Furniture will provide the appropriate collection or return arrangements where applicable.

5. Return Costs and Restocking Fees

There is no restocking fee for approved eligible returns.

For non-defective or change-of-mind returns, the customer is responsible for the applicable return shipping, courier or transportation costs.

For qualifying defective, damaged or incorrectly supplied products, Oak Lane Furniture will bear reasonable return or collection costs where applicable.

Any applicable return costs will be communicated to the customer as part of the return process.

6. Refunds

Once a returned product has been received and inspected, Oak Lane Furniture will notify the customer whether the refund has been approved.

Approved refunds will be processed within 7 working days following approval.

Refunds will ordinarily be made to the original payment method or account used for the purchase, where reasonably possible.

Once Oak Lane Furniture has processed the refund, the customer’s bank or payment provider may require additional time for the funds to reflect. These external processing times are outside Oak Lane Furniture’s control.

7. Exchanges

Oak Lane Furniture accepts exchanges for eligible products, subject to:

Product availability;
The condition of the returned product;
Inspection and approval of the return; and
Any applicable transportation or delivery costs.

Where an exchange is requested for a non-defective product or because of a change of mind, the customer is responsible for applicable return and redelivery costs.

If the replacement product has a different price, any applicable price difference must be settled before the replacement product is dispatched.

8. Non-Returnable Products and Exceptions

Certain products may not qualify for a general non-defective or change-of-mind return where permitted by applicable law. These may include:

Custom-made or personalised furniture;
Products manufactured or modified according to a customer’s specifications;
Special-order products; and
Clearance or final-sale products where the applicable limitation was clearly disclosed before purchase.

These exclusions do not remove any statutory rights a customer may have concerning defective, unsafe, damaged or incorrectly supplied products.

9. Order Cancellations

Customers should contact Oak Lane Furniture as soon as possible if they wish to cancel an order.

Orders that have not yet entered processing, production or dispatch may be eligible for cancellation.

Custom-made, personalised or special-order products may be subject to different cancellation conditions once production or supplier ordering has commenced, where permitted by applicable law.

Cancellation requests will be assessed according to the status of the order and the customer’s applicable statutory rights.

10. How to Request a Return, Refund or Exchange

To request a return, refund or exchange, please contact Oak Lane Furniture and provide:

Your full name;
Order number;
Product being returned;
Reason for the return; and
Photographs or supporting information where the product is damaged, incorrect or defective.

Our team will review the request and provide the appropriate return or collection instructions.

Oak Lane Furniture
South Africa
Phone: +27 44 868 0820
Email: info@oaklanefurniture.co.za

11. Consumer Rights

Nothing contained in this Return & Refund Policy is intended to exclude, restrict or replace any mandatory rights or remedies available to consumers under applicable South African law.

Where applicable consumer protection legislation provides rights or remedies beyond those described in this policy, those statutory rights and remedies will apply.