CHELSEA GARDEN & HOME RETURN & REFUND POLICY
Updated 16th May 2023
Thank you for your purchase or intent to purchase from Chelsea Garden & Home. We hope you are happy with your purchase, however, if you are not completely satisfied for any reason, you may return your order and request either a refund, store credit, or exchange within fifteen (15) days from original date of purchase.
HELPFUL TIPS FOR RECEIVING YOUR ORDER:
- Personally inspect packaging and note any damage on the receiving ticket (waybill) before signing for it. If you have not opened the packages please write the words “unchecked” next to your name on the waybill.
- If your order is short-delivered or damaged in anyway, please notify our support team within three (3) business days, so that we can assist you. Please report via email, explaining the problem or defect, and include any photographs you are able to supply. It may be that only a replacement part is required instead of returning the complete order. You can email us at support@chelseagh.co.za
If you do need to return an order, please read the below and follow the instructions carefully.
RETURN PROCESS:
In the unlikely event that you are dissatisfied with your purchase, you are welcome to lodge a return with our support team. You can request a replacement product, a store credit or a refund.
All returns are strictly subject to the following conditions:
- You must inform us of your intent to return your order within fifteen (15) days of the original purchase date.
- Products must be in their original condition, un-assembled, unused, undamaged and in their original packaging.
- All returns are subject to approval by our returns department.
- Items that are returned due to shipping damage will be replaced with the same or similar item, subject to stock availability, unless you expressly request a store credit or refund.
- Flat-pack items can only be returned if they have not been assembled or removed from their original packaging.
- We do not accept returns or exchanges on any custom-made goods that have been manufactured specifically for you, unless the products are defective.
- Where an order qualifies for a Free Gift with purchase (such as where a gift is included when purchasing a specific product, or when your order value is over a certain amount, or as part of any promotion), the Free Gift must also be returned with the other item(s), un-used and in its original packaging, should you return your order – either in full, or in part.
- In the case of a part-returned order (some items kept), where the value of the items you keep, or the specific product kept still qualifies the order for a Free Gift, you will be entitled to keep the Free Gift. Should a Free Gift not be returned with other items, in new condition, we will deduct the value of the Free Gift (determined as retail value, as indicated when ordered i.e. “To the value of” or “Worth”) from the order refund amount when the return order is processed.
Kindly note:
- Should your return be accepted, the full shipping costs will be deducted from your refund.
- We issue a 25% handling fee on returned rugs. The handling fee will be deducted from your refund.
- All shipping fees are non-refundable.
- It should be noted that all patio furniture made from solid iroko timber will take between 4 and 6 months to even in tone through oxidation. Over time, the wood weathers to a silver-grey tone and usually develops a few small cracks when exposed to the elements. These cracks will not in any way affect the durability of the furniture, and are part of the natural weathered look and attractive patina of your unique piece of furniture.
To return an order, please submit your return to support@chelseagh.co.za to obtain a Return Merchandise Authorisation (RMA) number. After receiving an RMA number, pack your return in sufficient packaging to avoid damage, and send your return to the following address:
Chelsea Garden & Home
3rd Floor Grove Exchange Building
Grove Avenue
Claremont
7708
Cape Town
South Africa
Please mark the outer box as follows:
Attn: Returns Department
RMA #
NB: Please include your Return Merchandise Authorisation number on the outer package, as this will ensure your return it processed quickly and efficiently.
Unfortunately, if you fail to package your return sufficiently and the product/s gets damaged in transit, we will not be able to accept your return, regardless of the original reason for return.
Please note, you will be responsible for all return shipping charges. We strongly recommend that you use a trackable method to mail your return. If your return is lost in transit, we will not be able to process your return.
REFUND AND EXCHANGE PROCESS:
After we receive and accept your return or request for replacement, we will either process your refund or send you the requested replacement/exchange product. Please allow up to ten (10) working days for us to process your return, refund or exchange. Refunds may take between working 2-5 days to reflect in your bank account after payment has been made, and 1-2 billing cycles to appear on your credit card statement, depending on your credit card company. We will notify you by email when your return, refund or exchange has been successfully processed.
All returns are strictly subject to the following conditions:
- All refunds will be made via the same payment method used for the original purchase.
- If a purchase is made using a voucher, discount code or gift card, the value of the refund will be the same as what you paid at time of purchase and not that of the current listed price.
EXCEPTIONS:
The following items cannot be returned, refunded or exchanged:
Any custom made items or products marked as ‘made to order’
Any clearance SALE items – this does not include items we are running promotions on. If you are uncertain regarding the return of any item, please email support@chelseagh.co.za and one of our customer service members will gladly to assist you.
QUESTIONS:
If you have any questions concerning our Return & Refund Policy, please contact us:
+27 21 812 0849