Returns & Refunds Policy

Bespoke & Carvings
Trading as: DIY Geek t/a Bespoke & Carvings
Address: 13 Makriel Road, Wadeville, 1422, Johannesburg, South Africa
Tel: 011 824 2708
VAT No: 4070293107 Effective Date: 29 June 2026

1. OVERVIEW

1.1 We are committed to Your satisfaction with Products purchased from Us. This Returns & Refunds Policy outlines the conditions under which Products may be returned for refund, exchange, or repair.

1.2 Important Distinction: This policy differs significantly between Bespoke Pieces (custom-made items) and Ready-Made Items (stock furniture). Please read carefully.

1.3 Regulatory Compliance: This policy complies with the Consumer Protection Act, 68 of 2008 (South Africa), and provides rights as afforded to consumers under South African law.

1.4 Contact: For returns inquiries, contact:

• Email: hello@bespokecarvings.co.za
• Phone: 011 824 2708
• Address: 13 Makriel Road, Wadeville, 1422, Johannesburg, South Africa

2. BESPOKE PIECES (CUSTOM-MADE FURNITURE)

2.1 NON-REFUNDABLE POLICY

Bespoke Pieces are non-returnable and non-refundable under all circumstances.

2.1.1 Once You have accepted a quotation for a Bespoke Piece and paid the non-refundable 70% deposit, Your order is binding and final.

2.1.2 The 70% deposit is explicitly non-refundable and cannot be recovered for any reason, including:

• Change of mind or change in design preferences
• Change in financial circumstances
• Delay in completion (lead time variations)
• Desire to cancel or modify the order
• Any other personal or business reason

2.1.3 This non-refundable deposit policy is permitted under the Consumer Protection Act, 68 of 2008, Section 16(4)(b), which allows manufacturers of custom goods to retain deposits.

2.2 CANCELLATION OF BESPOKE ORDERS

2.2.1 No Cancellation After Deposit: Once the 70% deposit is received and production has begun, the order cannot be cancelled. The deposit is forfeited.

2.2.2 Cancellation Before Deposit: If You wish to cancel Your commission inquiry before paying the deposit, no charges apply. Simply notify Us in writing.

2.2.3 Cancellation Within 7 Days of Quote: If You have paid the deposit but production has not begun, You may request cancellation within 7 calendar days. However, the 70% deposit is still non-refundable. This is the only circumstance where cancellation is possible.

2.2.4 No Refund for Production Delays: Lead times are estimated and subject to change. We are not responsible for delays due to material sourcing, supply chain issues, or other circumstances. Delays do not entitle You to a refund or cancellation.

2.3 DESIGN CHANGES DURING PRODUCTION

2.3.1 Reasonable Changes: If You request design modifications during production (e.g., colour adjustment, finish change), We will endeavour to accommodate them if:

• Production has not progressed beyond design/material selection stage
• Changes do not significantly delay completion
• Changes do not incur additional material costs

2.3.2 Substantial Changes: If You request significant design changes (e.g., dimensions, entirely different materials), these may:

• Extend lead times by 2-8 weeks
• Incur additional costs (materials, labour)
• Require a revised quote and Your written approval
• Not be guaranteed if incompatible with current production stage

2.3.3 No Refund for Changes: Requesting changes does not entitle You to a refund. Any additional costs for changes are Your responsibility.

2.4 INSPECTION & ACCEPTANCE

2.4.1 Right to Inspect: Upon completion of Your Bespoke Piece, You will be notified and invited to inspect the item before releasing final payment.

2.4.2 Inspection Period: You have 5 business days to inspect the Bespoke Piece and identify any defects or issues.

2.4.3 Acceptance Criteria:

• Dimensions are within 5mm of agreed specifications (acceptable tolerance for handcrafted items).
• Joints are secure and structurally sound.
• Finish is free from defects caused by manufacturing error (cracks, peeling, bubbles, rough spots).
• Materials match the agreed specifications.
• The piece is substantially as described in the design/quotation.

2.4.4 Natural Material Variations are NOT Defects:

• Wood grain, colour, and texture variation are normal and expected.
• Resin flow patterns and natural inclusions are characteristics of handcrafted work.
• Slight variations in wood tone or natural knots are acceptable.
• These variations are NOT grounds for rejection or refund.

2.4.5 Accepting the Piece: If You do not raise concerns within 5 business days of inspection opportunity, the Bespoke Piece is deemed accepted. Upon acceptance and final payment, the purchase is final.

2.5 WARRANTY FOR BESPOKE PIECES

2.5.1 Limited 30-Day Warranty: Bespoke Pieces carry a 30-day limited warranty on workmanship and materials from the date of delivery/collection.

2.5.2 Covered Issues:

• Structural defects (broken joints, loose components, assembly failures)
• Manufacturing defects (cracks in finish, peeling, improper sealing)
• Material defects (defective wood, resin curing failure)
• Examples: Table leg that fractures due to poor joinery, finish that peels due to inadequate sealing, resin that cracks due to improper curing

2.5.3 NOT Covered:

• Natural material variations (grain, colour, knots, resin patterns)
• Damage from misuse, accident, neglect, or abuse
• Damage from improper cleaning or maintenance
• Environmental damage (humidity, temperature extremes, sun exposure)
• Damage from customer transport or moving after delivery
• Wear and tear from normal use
• Fading or colour change from aging or sun exposure
• Customer modifications or repairs by third parties

2.5.4 Warranty Claim Process:

• Contact Us within 30 days of delivery with photographic evidence of the defect.
• Describe the issue in detail and explain how it arose.
• We will assess the claim and, at Our discretion:
• Repair the item at Our cost
• Replace the item at Our cost
• Refund (rare; only if repair/replacement is not feasible)

2.5.5 Warranty Exclusions:

• Warranty applies only to manufacturing defects, not design issues.
• If You approved design or materials during production, subsequent dissatisfaction is not a warranty claim.
• No refund is guaranteed; remedy is limited to repair or replacement.

2.5.6 No Refund for Design Dissatisfaction:

• If You are unhappy with the final design, aesthetic, or appearance, this is not a warranty issue or grounds for refund.
• Design approval is Your responsibility. If You are concerned about design direction, contact Us during production.

2.6 PAYMENT FOR BESPOKE PIECES

2.6.1 Payment Structure:

• Deposit: 70% due upon order confirmation (non-refundable)
• Final Balance: 30% due before delivery or collection

2.6.2 Failure to Pay Final Balance:

• If You fail to pay the final balance within 7 days of invoice, We may:
• Refuse to release the Bespoke Piece
• Charge storage fees at R100/day
• Pursue legal action for non-payment
• Dispose of the item after 30 days of non-payment (no refund)

2.6.3 Refund of Overpayment:

• If You overpay or if final costs are less than the quoted amount, We will refund the difference within 5 business days.

3. READY-MADE ITEMS (STOCK FURNITURE)

3.1 RETURN ELIGIBILITY

Ready-Made Items may be returned for refund under the following conditions:

a) Timeframe: Return request must be made within 14 calendar days of delivery or collection.

b) Condition: The item must be:

• Completely unused and unassembled
• In original, undamaged packaging
• Free from damage, stains, scratches, or marks
• With all components, documentation, and accessories included

c) Reason: Valid reasons for return include:

• Item arrived damaged
• Item does not match the product description or photos
• Defective or non-functional components
• Change of mind (at Our discretion; see Section 3.2)

3.2 RETURN ELIGIBILITY - CUSTOMER CHANGE OF MIND

3.2.1 Consumer Right: Under the Consumer Protection Act, consumers have a limited right to cancel purchases within a reasonable time.

3.2.2 Our Policy: We permit returns within 14 days if:

• Item is completely unused
• Original packaging is intact and undamaged
• All components are present
• You have not assembled or modified the item

3.2.3 Exclusions: Change-of-mind returns are not accepted for:

• Delivery costs already incurred (non-refundable)
• Items that have been assembled, used, or damaged
• Custom-ordered Ready-Made Items (e.g., special finishes or materials)
• Items with damage caused by customer mishandling

3.2.4 Restocking Fee: A 10% restocking fee applies to change-of-mind returns. Example: If You purchased a table for R5,000 and wish to return it (unused), You will receive R4,500 refund after the 10% restocking fee is deducted.

3.3 RETURN PROCESS FOR READY-MADE ITEMS

Step 1: Notify Us

• Contact Us within 14 days of delivery/collection
• Provide order number, item description, and reason for return
• Include photos of the item and packaging (if applicable)
• Email to: hello@bespokecarvings.co.za or call 011 824 2708

Step 2: Approval

• We will review Your return request and approve or decline within 3 business days
• If approved, You will receive return shipping instructions
• Returns are generally processed at Your cost unless the item arrived defective

Step 3: Ship Item Back

• Pack the item securely in original packaging (if available)
• Use the return shipping method provided or arrange Your own courier
• Maintain proof of shipment (tracking number, receipt)
• Clearly label package with Your order number
• Return to: 13 Makriel Road, Wadeville, 1422, Johannesburg, South Africa

Step 4: Inspection

• Upon receipt, We will inspect the returned item
• We will verify condition and completeness
• Inspection takes 5-7 business days

Step 5: Refund Processing

• Once approved, refunds are processed within 5-10 business days
• Refund is issued to Your original payment method
• Return shipping costs are non-refundable (customer's cost)
• Restocking fee (if applicable) is deducted from refund

3.4 DAMAGED ITEMS - READY-MADE

3.4.1 Damage in Transit: If Your Ready-Made Item arrives damaged:

• Inspect immediately upon delivery/collection
• Contact Us within 48 hours with photographic evidence
• Do not discard packaging (may be needed for insurance claim)

3.4.2 Resolution: For items damaged in transit, We will:

• Investigate with the courier
• Replace the item at no cost to You, OR
• Issue a full refund
• Arrange return pickup at Our cost

3.4.3 Partial Damage: If only part of the item is damaged:

• We may repair the item at no cost, OR
• Replace the item, OR
• Issue a partial refund (at Our discretion)

3.5 DEFECTIVE ITEMS - READY-MADE

3.5.1 What is Defective: A Ready-Made Item is defective if:

• Components are broken, cracked, or non-functional upon delivery
• Assembly is faulty, causing structural instability
• Finish defects are present (peeling, bubbles, rough areas)
• Joints are loose or insecure
• Materials are substandard or not as described

3.5.2 Claiming a Defect:

• Contact Us within 14 days of delivery with photographic evidence
• Describe the defect in detail
• Do not attempt repairs before We assess

3.5.3 Resolution: For defective items, We will:

• Repair the item at no cost, OR
• Replace the item, OR
• Issue a full refund

3.5.4 Warranty: Ready-Made Items are covered by the same 30-day limited warranty as Bespoke Pieces (see Section 2.5).

3.6 NON-RETURNABLE READY-MADE ITEMS

The following Ready-Made Items are not returnable:

a) Custom-Finished Items

• Items with custom colours, finishes, or modifications to standard specifications
• Special orders with non-standard materials or configurations

b) Assembled Items

• Items that have been assembled by You or by Us

c) Used Items

• Any item that shows signs of use, wear, or damage

d) Hygiene-Sensitive Items

• Items that cannot be hygienically resold once used (e.g., cushions, upholstered pieces if used)

e) Clearance/Sale Items

• Items marked as final sale or clearance (at Our discretion)

4. REFUND AMOUNTS & DEDUCTIONS

4.1 Full Refund (Eligible Items):

• If an item qualifies for a full refund (defective, damaged in transit), refund = 100% of purchase price.

4.2 Restocking Fee (Change of Mind):

• Ready-Made Items returned due to change of mind incur a 10% restocking fee.
• Refund = Purchase Price - 10%

4.3 Shipping Costs:

• Inbound Shipping (Your return to Us): Non-refundable; Your cost.
• Outbound Shipping (Replacement items): Covered by Us at no cost.
• Original Delivery (from Us to You): Non-refundable; customer paid at checkout.

4.4 Example Refund Calculation:

Ready-Made Item Purchased: R5,000
Delivery Cost Paid: R300
14-Day Return (Change of Mind): 
  - Purchase Price: R5,000
  - Restocking Fee (10%): -R500
  - Refund Amount: R4,500
  - (Delivery cost of R300 is non-refundable; already deducted at purchase)

4.5 Payment Processing:

• Refunds are processed to Your original payment method within 5-10 business days.
• Credit card refunds may take an additional 2-5 business days to appear on Your statement.
• Bank transfer refunds are processed the next business day (if approved before 2 PM on a business day).

5. EXCHANGES

5.1 Available For: Ready-Made Items only (Bespoke Pieces cannot be exchanged).

5.2 Conditions:

• Item must be unused and in original packaging
• Exchange requested within 14 days
• Exchange is for a different Ready-Made Item of equal or greater value

5.3 Process:

• Contact Us with the item You wish to exchange and the item You wish to receive
• If values differ, additional payment or credit may apply
• We will arrange return pickup (at Our cost) and send the new item
• Exchange processing takes 7-10 business days

5.4 Restocking Fee: A 5% restocking fee applies to exchanges. This is lower than returns because the item remains in Our inventory.

6. STORE CREDIT

6.1 Alternative to Refund: Instead of a refund, You may choose to receive store credit equal to the full refund amount (no restocking fee deducted).

6.2 Validity: Store credit is valid for 12 months from the date of issue.

6.3 Usage: Store credit can be used to purchase any Ready-Made Item or as a deposit toward a Bespoke commission.

6.4 Non-Transferable: Store credit is personal to the customer and cannot be transferred or sold.

6.5 No Cash Value: Store credit cannot be redeemed for cash.

7. SPECIAL CIRCUMSTANCES

7.1 LOST OR STOLEN ITEMS

7.1.1 If an item is lost in transit:

• File a claim with the courier immediately
• Provide Us with the tracking number and courier reference
• We will investigate and file a claim with the courier
• Once the courier investigation is complete (typically 10-15 business days), We will refund or replace the item

7.1.2 If the courier's investigation finds the customer liable, the customer is responsible for the loss. We will not refund.

7.1.3 If the courier's investigation finds the courier liable, We will refund or replace the item at no cost to You.

7.2 ITEMS NOT COLLECTED

7.2.1 If You have arranged collection of a Bespoke Piece but do not collect within 14 days:

• We will contact You to arrange a collection date
• After 14 days, storage fees of R100 per day apply
• After 30 days of non-collection, We may dispose of the item without liability
• All payments remain non-refundable

7.2.2 If You paid for delivery but do not accept delivery:

• We will attempt redelivery once
• If You refuse the second delivery, We will arrange return to Our premises
• Return shipping is at Your cost
• A 20% restocking fee applies
• Refund is processed after deducting shipping and restocking fees

7.3 ITEMS NOT RECEIVED

7.3.1 If You do not receive an item within the expected delivery timeframe:

• Contact Us within 3 business days of the expected delivery date
• Provide Your order number and address
• We will trace the shipment with the courier
• If lost in transit, see Section 7.1

7.4 ADDRESS ERRORS

7.4.1 If We deliver to an incorrect address due to Your error:

• You are responsible for recovery from that address
• We are not liable for loss or theft
• We will not refund or replace the item
• If You successfully retrieve the item, return shipping cost is Your responsibility

7.4.2 If We deliver to an incorrect address due to Our error:

• We will arrange redelivery or return at no cost to You
• This is not a refund; the item will be redelivered to the correct address

8. WARRANTY CLAIMS VS. RETURNS

8.1 Warranty Claims are Different from Returns:

8.2 Choosing a Remedy:

• If Your item has a manufacturing defect (broken joint, peeling finish), this is a warranty claim, and We will repair or replace at no cost.
• If You simply want to return an unused item, this is a return, and a restocking fee applies (unless damaged in transit).

9. REFUND & WARRANTY EXCLUSIONS SUMMARY

NOT Covered (No Refund or Warranty Claim):

• Natural material variations (wood grain, colour, resin patterns, knots)
• Damage from customer misuse, accident, or neglect
• Damage from improper cleaning or maintenance
• Environmental damage (humidity, temperature, sun exposure)
• Damage from customer transport or moving after delivery
• Wear and tear from normal use
• Fading or colour change from aging
• Customer modifications or third-party repairs
• Design dissatisfaction (for Bespoke Pieces)
• Delivery costs (non-refundable)
• Changes in financial circumstances (no refund for financial hardship)

10. DISPUTE RESOLUTION

10.1 If You are unhappy with Our refund decision, You may:

• Request a review by contacting Us in writing
• Provide additional evidence or documentation
• We will reconsider within 7 business days

10.2 If unresolved, disputes may be escalated to:

• National Consumer Tribunal: https://www.nct.org.za
• Your Local Small Claims Court: For disputes under R15,000
• High Court of South Africa: For disputes over R15,000

10.3 Contact Us First: We prefer to resolve issues directly. Please contact Us before pursuing formal dispute resolution:

• Email: hello@bespokecarvings.co.za
• Phone: 011 824 2708
• Address: 13 Makriel Road, Wadeville, 1422, Johannesburg, South Africa

11. CONSUMER PROTECTION ACT COMPLIANCE

11.1 This Returns & Refunds Policy complies with the Consumer Protection Act, 68 of 2008 (South Africa).

11.2 Your Consumer Rights:

• Right to receive products of good quality and fit for purpose
• Right to cancel within a reasonable time (subject to this policy)
• Right to claim warranty for defects
• Right to pursue remedies if products are defective

11.3 Our Right:

• To retain non-refundable deposits for custom goods (Section 16(4)(b), CPA)
• To apply restocking fees for change-of-mind returns
• To pursue claims against customers for non-payment

12. CONTACT INFORMATION

For returns, refunds, warranty claims, or disputes:

Bespoke & Carvings
Tel: 011 824 2708
Email: hello@bespokecarvings.co.za
Address: 13 Makriel Road, Wadeville, 1422, Johannesburg, South Africa

Business Hours: 9am – 5pm (Monday-Friday) Response Time: 24-48 hours for inquiries

13. AMENDMENTS TO THIS POLICY

13.1 We may update this Returns & Refunds Policy from time to time.

13.2 Changes take effect upon posting to the Site.

13.3 Your continued purchase of Products constitutes acceptance of the updated policy.

13.4 If changes significantly affect Your rights, We will notify You via email.

Last Updated: 29 June 2026

Policy Version: 1.0

Applicable Legislation:

• Consumer Protection Act, 68 of 2008 (South Africa)
• National Credit Act, 34 of 2005 (South Africa)
• Electronic Communications and Transactions Act, 25 of 2002 (South Africa)

Thank You for choosing Bespoke & Carvings. We appreciate Your business!