Warranty Policy

At Oak Lane Furniture, we are committed to supplying quality furniture and providing customers with fair and transparent after-sales support.

This Warranty Policy explains how warranty claims relating to defective products are handled. It should be read together with our Terms & Conditions, Return & Refund Policy, Shipping & Delivery Policy, Privacy Policy, and any product-specific warranty information displayed on our website.

Nothing in this Warranty Policy is intended to exclude, restrict or replace any mandatory rights or remedies available to consumers under applicable South African law, including the Consumer Protection Act 68 of 2008 (CPA).

1. Statutory Warranty

Products supplied by Oak Lane Furniture are subject to applicable consumer guarantees and statutory warranties provided under South African law.

Where the Consumer Protection Act applies, goods must generally be reasonably suitable for their intended purpose, of good quality, in good working order, free of defects and reasonably durable having regard to their intended use and surrounding circumstances.

Where a product fails to meet an applicable statutory standard or warranty, the customer’s rights will be handled in accordance with applicable South African consumer protection legislation.

The 7-day general return period described in our Return & Refund Policy applies to eligible general or change-of-mind returns. It does not replace or reduce statutory rights relating to defective, unsafe or unsuitable goods.

2. Oak Lane Furniture Product Warranty

Where Oak Lane Furniture provides an additional product or manufacturer’s warranty, the applicable warranty period may be stated on the individual product page, invoice, warranty documentation or other product information supplied to the customer.

Different products, materials and components may carry different warranty periods.

Any additional warranty offered by Oak Lane Furniture operates alongside, and does not unlawfully replace or reduce, statutory consumer rights.

Where no additional product-specific warranty is expressly stated, customers will continue to have any warranty rights provided by applicable South African law.

3. What the Warranty Covers

Subject to assessment and applicable law, a warranty may cover manufacturing or material defects such as:

• Structural defects resulting from manufacturing;
• Defective frames or structural components;
• Faulty workmanship;
• Defective mechanisms or hardware;
• Material failures attributable to manufacturing defects; and
• Other defects covered by an applicable product-specific or statutory warranty.

Whether a particular issue constitutes a defect will depend on the product, its age, expected use, maintenance, nature of the reported issue and applicable consumer rights.

4. What Is Generally Not Considered a Manufacturing Defect

Unless applicable law provides otherwise, warranty coverage generally does not extend to damage or deterioration caused by:

• Normal wear and tear;
• Misuse, abuse or unreasonable neglect;
• Accidental damage after delivery;
• Incorrect or unintended use;
• Improper storage;
• Unauthorised alterations or modifications;
• Incorrect assembly performed by the customer or an unauthorised third party;
• Failure to follow reasonable care or maintenance instructions;
• Excessive exposure to moisture, water, heat or direct sunlight;
• Damage caused by pets;
• Cuts, burns, stains or chemical damage;
• Damage caused while moving or transporting furniture after successful delivery;
• Commercial or unusually intensive use of products intended for normal residential use, unless otherwise specified; or
• External circumstances unrelated to the manufacture or supply of the product.

Any exclusion will be applied subject to the customer’s rights under applicable law.

5. Natural Materials and Normal Characteristics

Furniture made from natural materials may display variations that form part of the character of the product.

Examples include variations in:

• Timber grain and knots;
• Natural wood colour and tone;
• Leather grain and texture;
• Stone patterns and markings;
• Rattan and other natural fibres; and
• Minor variations between individual pieces.

These characteristics are not necessarily manufacturing defects.

Fabric, leather, timber and other materials may also experience reasonable changes in appearance through ordinary use and ageing.

Each claim will nevertheless be considered according to the nature of the product and applicable consumer rights.

6. Upholstered Furniture

Normal softening or settling of foam, fibre and cushioning may occur through ordinary use and does not automatically indicate a manufacturing defect.

Fabric and leather may also develop reasonable signs of use over time.

Customers should follow the care and maintenance instructions applicable to their furniture to help preserve its appearance and performance.

Manufacturing defects affecting upholstery, stitching, frames or other components will be assessed according to the circumstances and applicable warranty rights.

7. Outdoor Furniture

Outdoor furniture should be used and maintained according to its intended purpose and applicable care instructions.

Reasonable weathering, colour changes and deterioration resulting from prolonged environmental exposure may not constitute manufacturing defects.

Customers should follow any recommended protection, cleaning, storage and maintenance instructions provided for outdoor furniture.

This section does not exclude defects attributable to manufacturing or any statutory rights that cannot lawfully be excluded.

8. Warranty Claims

Customers who believe a product has developed a defect should contact Oak Lane Furniture as soon as reasonably possible after discovering the issue.

To assist us in assessing a claim, customers may be asked to provide:

• Full name;
• Order or invoice number;
• Description of the reported issue;
• Clear photographs of the product;
• Photographs showing the affected area;
• Video evidence where reasonably necessary;
• Date on which the issue was first noticed; and
• Other information reasonably required to assess the claim.

Customers should not dispose of, alter or attempt major repairs to a product while a warranty claim is being assessed unless instructed or authorised to do so.

9. Inspection and Assessment

Oak Lane Furniture may need to inspect or assess the product before determining the appropriate resolution.

Depending on the nature and location of the product, assessment may take place using photographs, video, collection of the product, physical inspection or another reasonable method.

The purpose of the assessment is to determine:

• The nature of the reported issue;
• Whether a defect is present;
• Whether the issue falls within an applicable warranty;
• Whether misuse, accidental damage or another exclusion applies; and
• The appropriate remedy under the circumstances and applicable law.

Oak Lane Furniture will endeavour to handle warranty assessments within a reasonable period.

10. Warranty Remedies

Where a warranty claim is accepted, the appropriate remedy will depend on the nature of the defect, applicable warranty terms and the customer’s statutory rights.

Depending on the circumstances, the resolution may include:

• Repair;
• Replacement;
• Exchange;
• Refund; or
• Another appropriate remedy permitted by applicable law.

Where the Consumer Protection Act provides the customer with a particular choice or remedy, Oak Lane Furniture will respect those statutory rights.

11. Repaired Products

Where a product or component is repaired under warranty, applicable statutory protections relating to the repaired goods, components and labour will continue to apply.

A repair does not remove any additional rights provided to the customer by applicable South African law.

12. Warranty Collection and Transportation

Where Oak Lane Furniture accepts that a product has a qualifying defect covered by applicable warranty or consumer protection law, reasonable collection or return arrangements will be handled in accordance with the circumstances and applicable law.

Customers should contact Oak Lane Furniture before sending or transporting a product for warranty assessment.

Customers should not independently return large furniture without receiving return or collection instructions first.

Where inspection determines that an issue resulted from misuse, accidental damage or another circumstance not covered by the applicable warranty, reasonable transportation or inspection costs may be payable by the customer where legally permissible and where appropriately disclosed.

13. Damaged or Incorrect Products on Delivery

If a product arrives visibly damaged, an incorrect product has been supplied, or an item appears defective at delivery, customers should contact Oak Lane Furniture as soon as reasonably possible.

Photographs of the product, packaging and affected areas may be requested.

These cases will be handled in accordance with this Warranty Policy, our Return & Refund Policy, and applicable South African consumer protection law.

14. Change-of-Mind Returns vs Warranty Claims

A change-of-mind return and a warranty claim are different.

Eligible general or change-of-mind returns may be requested within 7 days from delivery in accordance with our Return & Refund Policy.

A warranty claim concerns an alleged defect, quality issue or product failure and is handled according to the applicable product warranty and statutory consumer rights.

The expiry of the 7-day general return period does not automatically prevent a customer from making a legitimate warranty claim for a qualifying defect.

15. Custom-Made and Special-Order Furniture

Custom-made, personalised and special-order furniture may be subject to different general return or cancellation conditions where permitted by law.

However, customisation does not remove a customer’s applicable statutory rights relating to defective, unsafe or incorrectly supplied goods.

Qualifying manufacturing defects affecting custom-made or special-order products will therefore be assessed in accordance with this Warranty Policy and applicable law.

16. Proof of Purchase

Customers should retain their invoice, order confirmation or other proof of purchase.

Oak Lane Furniture may request reasonable proof of purchase when processing a warranty claim.

Where an order can otherwise be reasonably verified through our records, we will consider the available information when assessing the claim.

17. Refunds Following an Approved Warranty Claim

Where a refund is the appropriate and approved resolution, Oak Lane Furniture will process the refund in accordance with our Return & Refund Policy and applicable law.

Approved refunds are generally processed within 7 working days following approval.

Where reasonably possible, refunds will be made to the original payment method or account used for the purchase.

Additional processing time required by a customer’s bank or payment provider is outside Oak Lane Furniture’s control.

18. Consumer Rights

Nothing contained in this Warranty Policy is intended to waive, restrict or exclude any mandatory consumer right.

Where applicable South African consumer protection legislation provides rights or remedies greater than those described in this policy, those statutory rights will apply.

This includes applicable rights relating to the quality, safety, durability and fitness for purpose of goods.

19. Relationship With Our Other Policies

This Warranty Policy should be read together with:

• Terms & Conditions
• Return & Refund Policy
• Shipping & Delivery Policy
• Privacy Policy

These policies are intended to provide consistent and transparent information regarding orders, delivery, returns, refunds, warranties and customer information.

20. Contact Oak Lane Furniture

To submit a warranty claim or request assistance regarding a product, please contact:

Oak Lane Furniture
South Africa

Phone: +27 44 868 0820
Email: info@oaklanefurniture.co.za

When contacting us about a warranty claim, please include your order number and clear information regarding the issue so that our team can assist you efficiently.