Returns, Refunds & Warranty Policy

Chelsea Garden & Home (Pty) Ltd

Registration Number: 2013/028442/07

Last Updated: August 2026

Thank you for shopping with Chelsea Garden & Home (Pty) Ltd. We take immense pride in the design, quality, and craftsmanship of our outdoor and indoor furniture and home accessories. If you are not completely satisfied with your purchase, we are here to assist with exchanges, store credits, or refunds in accordance with South African consumer law and the terms set out below.

1. Delivery Inspection & Important Receiving Instructions

To protect your rights in the event of shipping damage or short deliveries, please adhere to these guidelines upon receiving your order:

• Inspect External Packaging: Physically inspect all cartons and packaging before signing the courier waybill. Note any visible box crushes, tears, or open tape directly on the delivery ticket/electronic device.
• Unchecked Parcels: If you are unable to open and inspect the contents immediately in the presence of the courier, write the words “UNCHECKED – SUBJECT TO INSPECTION” next to your signature on the waybill.
• Reporting Transit Damage or Missing Items: If your order is short-delivered or damaged, notify our support team within three (3) business days of receipt at support@chelseagh.co.za. Include your order number, a clear description of the damage, and photograph evidence of both the outer packaging and damaged product.
• Replacement Parts: In many instances involving flat-pack or modular furniture, a replacement part can be dispatched (or ordered and dispatched as soon as stock becomes available) without returning the entire product.

 

2. Return Window, Statutory Cooling-Off Period (ECTA) & Eligibility

In accordance with Section 44 of the Electronic Communications and Transactions Act 25 of 2002 (ECTA), online consumers are entitled to a statutory cooling-off period of seven (7) days following receipt of goods. To provide our customers with greater flexibility, Chelsea Garden & Home extends this window to a fourteen (14) calendar day return period from the original date of delivery.

All returns are strictly subject to approval by our Quality Assurance Department and must satisfy the following criteria:

• The return request must be lodged in writing within 14 days of delivery.
• Products must be completely unused, un-assembled, undamaged, and in their original, pristine packaging.
• Flat-pack or knock-down furniture items cannot be returned if they have been assembled, partially constructed, or removed from their factory protective wrap.
• Free Gifts & Promotional Bundles: If your order included a Free Gift or promotional item (granted due to order value or specific product combinations), the Free Gift must also be returned unused in its original packaging. If the Free Gift is not returned or is returned in a used condition, the full retail value of the gift will be deducted from your refund total.

 

3. Non-Returnable & Non-Refundable Items (Exceptions)

In accordance with South African commercial law, the following items cannot be returned, cancelled, or refunded unless proven defective:

• Bespoke & Custom-Made Goods: Any item manufactured, upholstered, modified, or custom-built specifically to your specifications or chosen fabric.
• Clearance Sale Items: Products purchased from our dedicated 'Clearance' or 'Final Sale' categories (this does not apply to standard promotional sales or discount vouchers).

 

4. Customer Return Options, Shipping Costs & Restocking Fees

Shipping Costs Responsibility:

• Statutory Cooling-Off Period Returns: In terms of Section 44 of the ECTA, if you exercise your right to cancel an order within the statutory cooling-off period, you will receive a full refund of the purchase price. However, you remain responsible for the direct costs of returning the goods to us.
• Standard / General Returns: By default, for all standard returns outside of defective or wrongly delivered items, the Customer is responsible for all return shipping charges. Where Chelsea Garden & Home manages the return logistics on your behalf, the actual collection shipping cost will be deducted from your total refund or store credit amount.

Customer Return Options:

• Option A – Customer Self-Delivery / Own Courier: You may drop off the returned item at our Cape Town premises (by prior appointment with an RMA number) or arrange your own trackable courier at your expense.
• Option B – Managed Collection by Chelsea Garden & Home: For your convenience, our support team can arrange for our logistics partner to collect the item from your address. The exact collection fee quoted by the courier will be deducted directly from your final refund or store credit amount.

Deductions & Restocking Fees:

• Original Shipping Costs: Save for valid cooling-off period cancellations or defective items, all initial outward delivery and freight charges are non-refundable. If your original order qualified for free delivery, our actual shipping cost incurred to dispatch the item to you will be deducted from your final refund amount.
• Furniture Restocking & Inspection Fee: A 10% restocking and administrative fee applies to returned furniture items that are not defective. This fee covers the operational costs of unboxing, physical quality inspection, re-strapping, and warehouse repackaging required to restore the item to saleable stock inventory.
• Packaging Integrity: You are responsible for ensuring the returned item is packaged securely. If an item is returned damaged due to inadequate protective packaging, the return will be rejected, regardless of the original reason for return.

 

5. How to Lodge a Return (RMA Process)

To initiate a return, please follow this step-by-step procedure:

• Email support@chelseagh.co.za with your original order number, proof of purchase, and reason for return.
• Upon approval, our team will issue a Return Merchandise Authorisation (RMA) Number and provide the return shipping address.
• Pack the item securely in its original box with all protective corner pieces and instructions.
• Clearly mark the outside of the carton with your RMA number:

Attn: Returns Department

RMA: [Insert Your Assigned RMA Number]

Chelsea Garden & Home

3rd Floor, Grove Exchange Building

9 Grove Avenue, Claremont, 7708

Cape Town, South Africa

• Once dispatched, email your tracking details to our support team. For collections, our support team will email you with our tracking details.

 

6. Refund Methods & Processing Terms

Once your return is physically received, unboxed, and verified by our quality control team, we will process your refund or dispatch your replacement item. Please allow up to ten (10) working days from physical receipt for inspection and processing.

Refund Method Clause:

Refunds will be processed via EFT (Electronic Funds Transfer) or reversed to the original payment method at the Company's discretion.

• EFT Refunds: Where an EFT refund is executed, funds will be transferred directly into your nominated South African bank account. You may be requested to supply a bank account verification letter. EFT refunds typically reflect in your account within 1-3 working days.
• Card Reversals: Where a card reversal is approved, the refund will be credited back to the original credit or debit card used at purchase. Card refunds typically reflect in your account within 2–5 working days after clearance, or within 1–2 billing cycles on credit card statements, depending on your card issuer.
• Vouchers & Discount Codes: If an order was completed using a gift voucher or discount code, the refunded value will reflect the actual net amount paid at checkout.

 

7. Natural Timber Characteristics & Weathering (Iroko Furniture)

Before lodging a defect claim regarding solid hardwood products (such as our Iroko outdoor timber range), please note the following natural characteristics:

• Colour Oxidation: Premium solid Iroko timber naturally oxidises when exposed to air and sunlight, taking between 4 and 6 months to even out in tone.
• Natural Patina & Checking: Over time, outdoor timber weathers to an attractive silver-grey patina and may develop small surface hairline cracks (checking) when exposed to weather elements.
• Non-Defective Status: Minor movement, colour variations, and hairline surface cracks are evidence of natural timber movement, do not affect structural integrity, and do not constitute manufacturing defects or grounds for return.

 

8. Enquiries & Support

For questions regarding our Returns, Refunds & Warranty Policy, please contact our support team:

Chelsea Garden & Home (Pty) Ltd

Telephone: +27 (0) 21 812 0849

Support Email: support@chelseagh.co.za

General Email: info@chelseagh.co.za

Address: 3rd Floor, Grove Exchange, 9 Grove Avenue, Claremont, Cape Town, 7708, South Africa