Refund policy

To log a return for an online order, please use the following link:
info@eKasi.co.za

To log a return for an in-store order, please use the following link:
info@ekasi.co.za

eKasi Decor will process your return request in the following circumstances:

If your purchase falls under the ECT Act, you may return an undamaged, non-defective product in the event that you change your mind about the product within 7 (seven) business days of delivery of products, which return shall incur a collection charge, equivalent to the initial delivery fee.

You may return a product if you have not had the opportunity to inspect the product and upon inspection the goods do not meet the type or quality reasonably expected from the agreement, within 10 (ten) business days of delivery free of charge. eKasi Decor may charge an additional fee for wear and tear.

You may return a product which breaches the statutory warranty within 6 (six) months after delivery, free of charge.

RETURNS PROCEDURE

Should you wish to return a product, you will need to log a return request following the below procedure depending on where your product was purchased.

If you purchased your product in one of our Retail Stores or Online E-commerce Site, you are required to manually log a return with order details and pictures on the Returns Portal:
info@eKasi.co.za

Once your return request has been logged we will assess your return request.

As you agreed to inspect the product for defects or damage before accepting delivery, you are encouraged to submit photographic proof and you must provide full reasons for alleging that the product is defective, including stating how the product was utilised during the period that it was in your possession.

Should we be of the opinion that your product is returnable we will contact you to arrange collection or advise you if you may drop off the product at one of our distribution centres or stores (product and store dependent).

Once the return has reached our warehouse or store, the product will be inspected before the return is processed.

If you have proven that the statutory warranty has been breached, you may choose a refund, store credit, repair or an exchange if possible.

If you have proven that any of the extended warranties have been breached, we may offer you a repair, exchange or store credit at our discretion.

Should you wish to elect a refund, the refund will be processed only once you've provided our accounts department with confirmation of bank details by way of a bank confirmation letter and your bank details have been verified.

All refunds will be processed every Friday, allowing 2 to 4 business days for the funds to reflect once the credit has been processed.

DEFECTIVE PRODUCTS

Any defects noted after delivery should be photographed and reported to an eKasi Decor sales consultant and/or Customer Care via WhatsApp on 067 196 5757, or email info@eKasi.co.za.

If goods are defective the customer can return them if reported to eKasi Decor Customer Service within 72 hours from the date of delivery, provided the goods have been used for their intended purpose and that applicable care instructions have been followed.

Please contact the store where you purchased it within 48 hours of receiving the product to discuss further steps. Please do not use the product if you have identified a problem. Defective products are replaced at our discretion. However, nothing in these terms and conditions affects your statutory rights in the unlikely event that the goods do not meet a standard required by law.

eKasi Decor will evaluate the defect and honour warranties if:

• The defect existed at the time of delivery or collection and manifested during the warranty period.
• The defect did not arise due to normal wear and tear or misuse/abuse by the customer.
• The customer duly complied with the care instructions and maintenance.

Please take note that for public health reasons, we do not allow the return of linen and bathroom products. If, however, your linen and bathroom products arrive damaged we will refund or replace them when we are at fault.

In addition to a product being returnable in terms of the Returns Policy above, if for any reason the customer wishes to exchange or return their homeware purchase, the customer may do so within 10 business days of purchase. Goods must be returned in their original condition and packaging along with the original invoice. The customer may choose to either exchange the homeware purchase or take a store credit for the value of the homeware goods.

Return and exchange of homeware products in line with this section must be done in-store at your nearest retail store.

For public health reasons, we cannot accept the return or exchange of linen or bathroom goods.

It is acknowledged that exchanges are subject to homeware product availability at the time of the request for exchange.

Physically altered or partially disassembled products may not be returned or exchanged. eKasi Decor will check the condition of products presented for exchange or returned accordingly.

LAY-BUY REFUNDS

You will need to provide the original Lay-Bye Note / Receipt. If you no longer have your original till slip, bring a copy of your ID / Driver's Licence. Only the slip holder can cancel a lay-by. A 10% cancellation fee will be raised on cancelled orders (delivery is billed separately).

eKasi Decor reserves the right to cancel an order.

EXCHANGES

eKasi Decor will exchange any damaged or flawed products returned in an unused condition within 10 days of purchase. Product exchanges requiring delivery will be transported to the original delivery address within South Africa.

It is acknowledged that exchanges are subject to product availability at the time of the request for exchange. eKasi Decor will check the condition of products presented for exchange or returned as, in accordance with the Delivery and Collection paragraphs (whichever is applicable), products are deemed to have been supplied in good condition as checked by the customer at the time of purchase, delivery or collection.

eKasi Decor is unable to exchange goods where product characteristics and/or imperfections were pointed out prior to purchase. Handling fees may be applicable to exchanges/returns. For public health reasons, eKasi Decor cannot accept the return of some items.

No special orders will be subject to exchange, cancellation, return or refund. Physically altered or partially disassembled products may not be returned. Should the customer change their mind about a purchase but the product is unflawed or undamaged, eKasi Decor is not obliged to accept the return. Products purchased during the annual sale will be subject to the terms and conditions of the sale.

CANCELLATIONS & RETURNS

When returning a product, you must provide proof of purchase. The product must be unused and in its original condition. Wear and tear, product characteristics and explained pre-existing conditions will be considered prior to acceptance of goods presented for return.

Once a return has been approved, the product may be exchanged for other items or a credit note will be issued.

If you wish for us to collect the product, contact the store where you placed your order or made the purchase. We reserve the right to charge you for this service.

The customer should present the original invoice as proof of purchase for all exchanges and returns. We regret that no exchanges, returns or refunds will be processed without the original invoice.

Please note: A 10% cancellation fee will be charged on all cancelled orders.

A) PRODUCTS PURCHASED IN-STORE / COLLECTED

Products should be returned to eKasi Decor at the customer's expense within 10 days of purchase or collection. eKasi Decor will check the condition of products being returned as explained in the Exchanges and Returns section.

B) PRODUCTS DELIVERED

The customer should inspect products immediately upon delivery (refer to the Delivery section) and note any defects on the POD (Proof of Delivery) document while the eKasi Decor Delivery Team is on site. Such items should be returned to the delivery personnel.

C) SERVICES RENDERED

Services rendered to customers are non-refundable. These include:

• Masterguard / X-Shield
• Delivery
• Furniture Assembly
• Interior Design Services

eKasi Decor reserves the right to cancel an order.

REFUNDS

In the unlikely event that a product does not comply with the purpose for which it was intended and is therefore fundamentally flawed, and an exchange or repair is not possible, a refund may be requested.

REFUND PROCEDURE

Once the product has been received and inspected by eKasi Decor, the customer's banking details will be verified in order to process the refund. The refund will be processed by Head Office and paid into the verified bank account. All refunds are paid either on the 15th of the month or at the end of the month, subject to Head Office processing cut-off dates. Please allow 2 to 4 business days for the refund to reflect.

WARRANTY

LOUNGE SUITES

Carry a 1 year warranty on the frame and structure of the product only.

The warranty does not cover damage caused by floods, lightning or any other natural disasters.

Electrical components are not covered by any guarantee or warranty.

eKasi Decor will honour warranties provided that:

• The defect existed at the time of delivery and manifested during the warranty period.
• The defect did not arise due to normal wear and tear or misuse or abuse by the customer.
• The product concerned has been used for its intended purpose and in a domestic environment.
• Unless this requirement has been waived by eKasi Decor in writing, commercial use is not covered under warranty.
• The customer has complied with the care instructions and maintenance requirements.
• The customer provides the original invoice.

If the product is assembled by eKasi Decor Logistics in accordance with the supplier's specifications, the eKasi Decor warranty provides for the free repair or replacement of any faulty component.

If the product is collected and assembled by the customer, the customer must, at their own cost, deliver and collect the product to and from the store or warehouse.

LEATHER WARRANTY

The warranty does not cover damage caused by:

• Solvent spills
• Ink
• Paint
• Body fluids (human or animal)
• Improper cleaning techniques
• Placing furniture outdoors in direct sunlight or close proximity to an open heat source (heaters, fireplaces, braai stands)
• Sitting on the arms or backs of sofas
• Lack of seating rotation

Extreme use is considered damage caused by more than normal wear and tear.

The warranty does not cover defects or damage arising from negligence, abuse or misuse, including but not limited to improper maintenance ("dressing"), exposure to water, direct sunlight, coastal air, chemicals, accidents, any use for which the product was not designed, ordinary wear and tear, or failure to comply with eKasi Decor care instructions or specifications.

UPHOLSTERED FURNITURE WARRANTY

Upholstered furniture is warranted for a period of 1 year from the date of delivery or collection in respect of the frame and workmanship. The warranty does not extend to the fabric or leather used to upholster the product, as these materials are subject to normal wear and tear associated with use. Usage and treatment in the customer's environment are beyond eKasi Decor's control.

eKasi Decor uses, amongst its many materials, natural full-grain leather. As a result, slight colour variations and natural markings such as scratches, stretch marks, brand marks, scuff marks and tick bite marks may occur. These are natural characteristics of full-grain leather and are not considered defects. To ensure the longevity of your leather furniture, please follow the recommended care instructions.

WOOD, STONE, STAINLESS STEEL & GLASS WARRANTY

Products consisting of wood, stone, stainless steel and glass are not covered by the warranty.

IMPORTED PRODUCTS WARRANTY

All imported products carry a 1 year warranty from the date of delivery or collection in respect of the frame and workmanship.