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Refund Returns Policy

We would like to make your customer experience as pleasant as possible. If you are experiencing problems with any products and would like to return them, please read the returns policy below and choose the option that best suits your situation.

If for any reason you wish to return your product/s, you (the customer) may do so within 7 days of the products being collected by you or delivered to you, provided the product/s have not been used, are complete, in their original condition, and sealed in the original packaging. To log a return online, please email us at info@kcfurn.com and attach pictures of the items you wish to return/exchange and give a reason for the return/exchange. To log a return online, please email us at info@kcfurn.com and attach pictures of the items you wish to return/exchange and give a reason for the return/exchange. Once submitted, we will review the request within 72 hours & will contact you to make any necessary arrangements Should you require assistance, please contact us at 010 447 3688.

It is the Customer’s responsibility to thoroughly inspect all goods upon delivery before signing that the goods have been received.

When a product is delivered damaged:

You have the right to refuse delivery of any product that is visibly damaged upon delivery. Please stipulate clearly that you have not received the goods with a brief description of the damage on the delivery note. The driver / delivery company will take the product/s back with them and return them to KC Furn. Please contact KC Furn immediately to report this. You have the right to refuse delivery of any product that is visibly damaged upon delivery. Please stipulate clearly that you have not received the goods with a brief description of the damage on the delivery note. The driver / delivery company will take the product/s back with them and return them to KC Furn. Please contact KC Furn immediately to report this.

Damage after delivery:

If damage to a product/s only becomes apparent after delivery, you have 48 hours to report the damage to KC Furn. In these instances, the return/replacement of the product is at the discretion of KC Furn. We are entitled to request images of the damaged products before the collection of the products. KC Furn will always endeavor to solve problems with damaged items as speedily as possible. To log a return online, please email us at info@kcfurn.com and attach pictures of the items you wish to return/exchange and give a reason for the return/exchange. Once submitted, we will review the request within 72 hours & will contact you to make any necessary arrangements Should you require assistance, please contact us on 010 447 3688.

When a product is assembled and damaged:

If you want to return an assembled and damaged product. You can return the product and receive a 40% refund. You will also be charged standard courier fees to return the product.

When a product is assembled :

If you want to return an assembled product that is NOT damaged. You can log a complaint and ask for a refund. We will refund you 50% of the product cost and charge you standard courier fees to return the product to us.

  • All our products carry a 1-year warranty, unless otherwise specified (see “MATTRESS GUARANTEE AND WARRANTY” below). The following applies to all Warranty claims: The original sales invoice or other proof of purchase is required for all warranty claims
  • Warranties cover factory faults or defects only. NO damages caused by wear and tear, negligence, abuse, accident or causes unrelated to defective materials or workmanship are covered
  • Warranties cannot be claimed where the product has been altered in any way from its original state
  • Warranties apply for domestic use only. Products used for commercial use are NOT covered unless specifically stated on the invoice

If within 1 year after delivery, you find that the product is defective/faulty, unsuitable for the purpose for which it was indicated in the product description (or otherwise generally intended), not legal or not reasonably durable (based on circumstances and product type), KC Furn is entitled to repair or replace the defective/faulty part (if available) or repair or replace the whole product (if available). Should KC Furn not be able to repair or replace the product, you are entitled to an online credit or a refund. We are entitled to request images of the damaged products before any of the above takes place. For warranty claims please email us at info@kcfurn.com a description of your problem and your original order number. Please note you will be required to upload pictures of the items that are defective. Once submitted, we will review the request within 72 hours & will contact you to make any necessary arrangements. Should you require assistance, please contact us at 010 447 3688.

  • For products that are not defective, handling charges will be applicable. A discretional handling / administration fee of a minimum of 5% or R70 (Seventy Rand) will be charged. This amount will be deducted off the refund / credit
  • Due to hygiene reasons all Linen products and Mattresses cannot be returned once used/opened. The return of these items is at KC Furn discretion In terms of section 44(2) of the Electronic Communications and Transactions Act 25 of 2002, for non-defective items you (the customer) are liable for the delivery and collection costs of these products
  • According to the ECT Act, the consumer has a “cooling off period” of 7 days which allows the consumer a general right to return or cancel the transaction without penalty however the online shopper would still be liable for the cost of returning the goods if they were dispatched / shipped within the 7 day period. The cost will be a delivery fee for delivery of the initial order, a collection fee which is equivalent to the delivery charge in your area and any handling fees that may be applicable. This still applies if the customer took advantage of a free delivery promotion. This does not apply if the products have been assembled, partly assembled, or where the original packaging has been discarded
  • KC Furn reserves the right to refuse the return of products that have been assembled, partly assembled, or where the original packaging has been discarded.
  • If the original packaging has been discarded it is your (the customer’s) responsibility to ensure that goods are reasonably packaged and protected before being returned. Damages that occur as a result of absent or insufficient packaging/protection will carry additional charges that the customer will be liable for at KC Furn discretion
  • If you paid for the products to be assembled, assembled items cannot be returned
  • Quality control inspection can take up to 3 working days
  • Refunds can take up to 7 working days to process & an additional 5 working days to reflect in your (the customer’s) bank account
  • KC Furn cannot be held liable for any damages visible at the time of acceptance of delivery that were not indicated on the proof of receipt/delivery by the customer
  • If damage is reported after 48 hours, it is reasonable for KC Furn to determine that damage was caused post-delivery
  • If damage occurs to the product during assembly by the customer, KC Furn will not be liable for the damage and will not be held liable for a return or refund.
  • Where defective items are replaced, KC Furn is liable for the collection and delivery costs
  • If upon inspection the product is found not to be defective, you (the customer) will be liable for all transport costs, and a discretional handling/administration fee of a minimum of 5% or R70 (Seventy Rand) will be charged. The product will be returned in packaging similar to how they were received by KC Furn
  • If the original packaging has been discarded it is your (the customer’s) responsibility to ensure that goods are reasonably packaged and protected before being returned. Damages that occur as a result of absent or insufficient packaging/protection will carry additional charges that the customer will be liable for at KC Furn discretion
  • Quality control inspection can take up to 3 working days Refunds can take up to 7 working days to process & an additional 5 working days to reflect in your (the customer’s) bank account

Any items exchanged will be delivered to the delivery address that was stated on the original order. If the exchange address is different from the original delivery address you may be charged an additional fee for delivery. It is the customer’s responsibility to inform KC Furn should the exchange address be different to the original delivery address.

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