Returns, refunds and faulty goods

Cooling-off period on distance sales

Where you order online, by WhatsApp, phone or email without seeing the goods in person, section 44 of the Electronic Communications and Transactions Act gives you 7 days from delivery to cancel and return the goods, provided they are unused and in their original packaging. We refund the purchase price; you carry the cost of returning the goods to us.

Goods not as described

Under section 20 of the Consumer Protection Act 68 of 2008 you may return goods that do not match the description, sample or specification you agreed to, at no charge, within 10 business days of delivery. Contact us before returning anything so we can issue a return reference and arrange collection.

Faulty, defective or unsafe goods

Section 56 of the Consumer Protection Act gives you a 6-month implied warranty of quality. If equipment fails within 6 months of delivery through no fault of your own, you may choose a repair, a replacement or a refund. We will assess the item with the supplier and confirm the outcome in writing.

• • Report the fault as soon as you notice it, with photos or a short video if possible.
• • Keep your invoice — it is your proof of purchase and warranty start date.
• • Do not attempt your own repairs; unauthorised work voids the supplier warranty.

Damage in transit

Inspect every item with the driver before signing the delivery note. Note visible damage on the delivery note and report it to us within 24 hours of delivery so we can lodge a claim with the carrier. Claims for transit damage reported after signing a clean delivery note are difficult to recover.

What we cannot accept back

• • Items damaged by misuse, incorrect voltage, poor site preparation or neglect.
• • Consumables and hygiene-sensitive items once opened or used.
• • Custom-built, special-order, branded or made-to-measure items.
• • Equipment installed or altered by an unauthorised third party.

Restocking fee on change-of-mind returns

Outside the 7-day cooling-off period, we may accept a change-of-mind return at our discretion if the item is unused and in resaleable original packaging. A handling and restocking fee of up to 15% of the purchase price may apply, plus return transport.

How to start a return

• 1. WhatsApp +27 60 849 4583 or email sales@noveltydecor.co.za with your invoice number, the item and the reason.
• 2. We confirm the return reference, the return address and who pays transport.
• 3. Pack the item securely — preferably in its original carton and packaging.
• 4. We inspect on arrival and confirm the repair, replacement, credit or refund.

Approved refunds are paid to the original payment method or bank account within 10 business days of our inspection. All prices and refunds are in South African Rand (ZAR) and include VAT where applicable.

Still not resolved?

Talk to us first — most issues are settled quickly. If you remain unhappy, you may refer the matter to the National Consumer Commission or the Consumer Goods and Services Ombud in South Africa.