Refund policy

We build furniture by hand, to order, and we stand behind it. This policy explains when you can cancel, what happens if something is wrong, and what our warranty covers. Nothing here takes away your rights under the Consumer Protection Act (CPA). Where the Act gives you more, the Act applies.

1. Confirming your order

After you pay, we send you your order details in writing (WhatsApp or email): the couch, size, fabric, colour, cushion fill, leg finish and day bed side where it applies. Please check them carefully and reply to confirm. We only start building once you've confirmed. A couch delivered exactly as you confirmed it is not "the wrong item".

2. Cancelling your order

Every couch is made to your specification and can't be resold to someone else once we've started.

• Before production starts: cancel for free and we refund you in full.
• Once production has started: the order can't be cancelled. If, in exceptional circumstances, we agree to a cancellation, we keep the cost of the materials and labour already used and refund the balance.

Goods made to a customer's own specification are excluded from the 7-day online cooling-off right (ECTA section 42). That's why we give you a free cancellation window before we start building.

3. Checking your couch on delivery or collection

Please inspect your couch before you sign the delivery note or leave the workshop. Note any visible damage on the delivery note, or tell us within 48 hours with photos. Damage reported after that, or after you've moved or transported the couch yourself, is treated as a warranty claim, not delivery damage.

If you collect the couch yourself, you're responsible for loading it, transporting it and any damage on the way.

4. If something is wrong with your couch

If your couch has a manufacturing defect, we will repair it or replace it. We stand behind our work, but we only cover genuine manufacturing faults, not damage caused by misuse, accidents or carelessness.

How to claim:
• Send photos or a video and your order number to info@luchrisfurnitures.co.za or WhatsApp 078 645 0396. We respond within two working days.
• We inspect the couch (at your home or our workshop) to confirm it's a manufacturing defect and not wear, misuse or accidental damage.
• If it's a confirmed manufacturing defect, we repair it, or replace it if it can't be repaired properly. We collect and return it at our cost.
• If you'd prefer a refund instead, tell us. We assess each request after the inspection, and where a refund is reasonable (for example, the defect can't be properly repaired or keeps coming back), we refund you.
• If the inspection shows the damage was caused by misuse, an accident or anything listed under "What the warranty doesn't cover", we can quote you for a repair, but it isn't free.

This doesn't limit any right you have under the Consumer Protection Act.

5. Our warranty: 3 years, plus a 1-year guarantee

• 3-year warranty on the frame, joinery, springs and webbing.
• 1-year guarantee on the whole piece, including the fabric seams, stitching and cushions, against manufacturing faults.

Both start on the day the couch is delivered or collected. They are in addition to your rights under the CPA, not instead of them. Covered defects are handled as set out in section 4.

What the warranty doesn't cover:
• Normal wear: fabric softening, foam and fibre cushions settling and softening, velvet pile shifting, linen creasing
• Fading from sunlight
• Stains, spills, burns, pet damage, tears and cuts
• Misuse: standing, jumping or sitting on the arms or backrest, dragging the couch, overloading it
• Damage from incorrect cleaning or cleaning products not meant for upholstery
• Damage caused when moving or transporting the couch after delivery
• Repairs or alterations done by anyone other than us
• Commercial use (offices, rentals, guesthouses), unless we agreed to it in writing

Cushions need regular plumping and turning, especially foam + fibre cushions. That's upkeep, not a defect.

The warranty is for the original buyer, needs your order number, and isn't transferable.

6. Colour and fabric

Screens show colour differently, and small variations between fabric batches are normal in upholstery. A colour that looks slightly different from your screen is not a defect. Please ask us for a fabric sample or visit the workshop before you order. It costs you nothing.

7. How refunds are paid

Refunds apply to cancellations (section 2) and to defect claims where we've agreed a refund (section 4). Refunds go back the way you paid: card payments to the same card, EFT and bank deposits to the account the money came from. We process refunds within 5 working days of agreeing them. Card refunds can take another 5 to 10 working days to show, depending on your bank.

8. If we can't sort it out

Talk to us first. Most things are fixed with a phone call. If we can't resolve it, you can take a complaint to the Consumer Goods and Services Ombud (cgso.org.za, 0860 000 272) or the National Consumer Commission at no cost.

Contact us

LuChris Furnitures
35 Koster Street, Booysens, Johannesburg
Phone / WhatsApp: 078 645 0396
Email: info@luchrisfurnitures.co.za