Refund, Return & Cancellation Policy

Effective Date: 21.06.2026

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1. Order Cancellation

1.1 Standard Products

Orders may be cancelled before dispatch.
Cancellation requests must be submitted within 10 calendar days from purchase date.
A processing and administrative fee (2%–7%) may be deducted from the refund depending on payment method.
Once an order has been dispatched, cancellation is no longer allowed.

1.2 Made-to-Order / Custom Products

Cancellations are allowed within 3 calendar days from order confirmation.
A processing and administrative fee (2%–7%) may be deducted from the refund depending on payment method.
After this period, no cancellation or refund will be permitted as production could have been commenced.

2. Returns After Delivery (Change of Mind)

Return requests must be made within 10 days from the delivery date.
Items must be:
Unused and in original condition

Free from damage, stains, or signs of assembly

Returned with full original packaging and accessories materials
Return requests are subject to approval after inspection

Fees Applicable

Return collection and transportation fees will be borne by the customer.
A repackaging fee may apply if original packaging is missing or damaged.
Any promotional delivery fees originally waived will be deducted from the refund.

Non-Returnable Items

Made-to-Order / Custom products
Clearance or “Final Sale” items including Exhibit / Display Items
Accessories, soft furnishings, and décor items
Items that show signs of use or improper handling

3. Damaged, Defective or Incorrect Items

Customers must inspect products upon delivery.
Any visible damage, defect, or incorrect item must be reported within 48 hours of delivery with clear photographic evidence.
Failure to report within the stipulated timeframe may result in the claim being rejected.

Defective Product Policy

We stand behind the quality of every product we sell. If your item arrives with a manufacturing defect, we will make it right.

Our Commitment to You

LINEA Designer Furniture is committed to delivering products that meet our quality standards. In the event that a product is found to be defective due to a manufacturing fault or damage sustained during delivery, LINEA will assess the issue and determine the most appropriate remedy at our sole discretion.

This policy applies to all products purchased directly from LINEA Designer Furniture, whether through our online store or offline outlets.

Step 1 — Report: Report the defect within 48 hours

Report within 48 hours of receiving your order. Any defect claim submitted after this window may not be eligible for a remedy. The 48-hour period begins from the time of delivery.

To report a defective item, please contact us via WhatsApp at 016 262 4929 and provide the following:

Your order number — Found in your order confirmation email or Shopify account.
Clear photographs of the defect — Please include photos of the affected area, the full item, and the original packaging where possible. This helps us assess the issue promptly.
A brief description of the issue — Describe what the defect is, where it appears, and when you first noticed it.

Important — Please do not dispose of the original packaging until your claim has been resolved. Packaging may be required for the return or replacement process.

Step 2 — Resolution: How we resolve defective items

Upon receiving and reviewing your report, LINEA will determine the most appropriate course of action. The remedy applied is at LINEA’s sole discretion, based on the nature and severity of the defect.

Option 01 — Repair: Where the defect is minor and can be rectified without replacing the item, LINEA will arrange for the item to be repaired to a satisfactory standard.
Option 02 — Replace Defective Part: If the defect is isolated to a specific component, LINEA will supply a replacement part or parts to restore the item to its full condition.
Option 03 — Replace with New Item: Where the defect cannot be adequately repaired or the affected part replaced, LINEA will arrange for the item to be replaced with a new unit of the same model.
Option 04 — Refund: A refund may be issued at LINEA’s sole discretion where repair or replacement is not feasible. The refund will be processed to the original payment method.

Please note — LINEA reserves the right to determine which remedy is most appropriate for each case. Customers do not have the right to specify a preferred remedy, though we will always aim to resolve your case fairly and efficiently.

Exclusions — What this policy does not cover

This policy applies to manufacturing defects and delivery damage only. The following are not covered:

Damage caused by improper assembly, including failure to follow the provided assembly instructions
Damage resulting from misuse, negligence, or accidental impact after delivery
Normal wear and tear over time
Defects reported after the 48-hour reporting window has lapsed
Damage caused by exposure to excessive moisture, sunlight, heat, or other environmental conditions
Cosmetic variations in wood grain, texture, or colour that are natural characteristics of the material
Items that have been modified, repaired, or altered by a third party

Found a defect? Contact us immediately.
WhatsApp us within 48 hours of delivery with your order number and photos. Our team will respond as soon as possible.

WhatsApp Us Now

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4. Refund Processing

Approved refunds will be processed using the original payment method.
Refund processing time: 15 - 30 working days after return inspection.
Bank charges or payment gateway fees are non-refundable unless the return is due to our error.

5. Delivery & Collection Responsibility

Customers are responsible for ensuring adequate access for delivery and collection.
Failed deliveries or collections due to access issues may incur additional charges.
Linea Designer Furniture shall not be liable for delays caused by third-party logistics providers, weather conditions, or unforeseen circumstances.

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