Thank you for shopping at Ideal Home. We take pride in the quality of our furniture. If you are not entirely satisfied with your purchase, we are here to help.

Please note that our policy strictly adheres to the South African Electronic Communications and Transactions (ECT) Act.

1. Statutory 7-Day “Cooling-Off” Period

In accordance with the ECT Act, you are entitled to a 7-day cooling-off period from the date of receipt to cancel your transaction without penalty.

  • Return Shipping Costs: The customer is liable for the direct cost of returning the goods. This includes the initial delivery fee, a collection fee (equivalent to the delivery charge in your area), and any applicable handling fees. This applies even if your order qualified for a “free delivery” promotion.

  • Exclusions: The cooling-off period does not apply if the products have been assembled (fully or partly), used, or if the original packaging has been discarded.

2. Eligibility for Returns (General Orders)

Item Condition Return Window Policy & Fees
Unopened & Unused (Original Packaging) Within 3 days of purchase Full refund (less delivery/collection fees).
Opened but Unused (Original Condition & Parts) Within 3 days of purchase Eligible for return. A 10% restocking fee may apply.
Assembled & Undamaged Subject to Logged Complaint 50% refund of the product cost. Customer is liable for standard return courier fees.
Assembled & Damaged (Post-Delivery) Subject to Logged Complaint 40% refund of the product cost. Customer is liable for standard return courier fees.

Strict Non-Returnable Items:

  • Custom-made or bespoke furniture orders.

  • Items clearly marked as Final Sale.

  • Furniture that has been used normally, or damaged due to improper assembly/misuse by the customer.

3. Damaged or Defective Items upon Arrival

Critical: Delivery Inspection

It is the customer’s sole responsibility to thoroughly inspect all goods upon delivery before signing the proof of delivery (POD) note.

  • Visible Damage on Delivery: You have the right to refuse delivery of any product that is visibly damaged. Clearly stipulate on the delivery note: “Goods refused due to [brief description of damage]”. The courier will return the item to our warehouse. Please notify Ideal Home immediately.

  • Liability Limitation: Ideal Home cannot be held liable for any visible damages that were not indicated on the proof of delivery note by the customer.

Damage Discovered After Delivery (Hidden Defects)

If damage only becomes apparent after unpacking, you must report it to us within 48 hours (2 days) of delivery.

  • Email sales@idealhome.co.za with your order number, a clear description of the defect, and photographic evidence.

  • Reports made after 48 hours will be treated as post-delivery damage at the sole discretion of Ideal Home management.

  • If an item is confirmed defective/incorrect, Ideal Home will cover all collection and replacement delivery costs. If a returned item is inspected and found not to be defective, the customer will bear all transport costs plus a minimum 5% or R70 handling fee.

4. 6-Month Limited Warranty

We offer a 6-month warranty on all furniture products covering inherent defects in materials and workmanship.

How to File a Warranty Claim:

  1. Contact Us: Email sales@idealhome.co.za or call 011 082 6668 within the 6-month window.

  2. Provide Details: Share your Product Name/Model, Date of Purchase (Invoice/Receipt), Description of the defect, and clear photos.

  3. Resolution: Approved claims will receive either a Free Repair (parts and labor included) or a Replacement.

⚠️ Warranty Exclusions: The warranty does not cover normal wear and tear, accidents, cuts, scratches, negligence, or damage caused by improper self-assembly. If you paid for our professional assembly services, assembly damage is covered; if you assemble it yourself, Ideal Home is not liable for assembly-related damage.

5. Important Logistics & Processing Details

  • Packaging Responsibilities: If original packaging is discarded but a return is authorized, it is the customer’s responsibility to securely package and protect the goods. Damages resulting from insufficient protection during return transit will incur additional charges deducted from your refund.

  • Gauteng vs Outside Deliveries: Deliveries outside of Gauteng are strictly handled via a Request for Quotation (RFQ) process. Alternatively, stock collections are available directly from our showroom.

  • Delivery Scheduling: Ideal Home allocates delivery days as determined by Management; specific, precise delivery times cannot be guaranteed.

  • Inspection Timelines: Returned items undergo a quality control inspection which takes up to 1 working day.

  • Refund Timelines: Approved refunds take up to 2–3 working days to process, and an additional 5 working days to reflect in your bank account depending on your banking institution.

6. Customer Service Contact Information

To log a return, exchange, or warranty claim, please reach out via the following channels:

  • Phone: 011 082 6668 (Available Monday – Friday, 9:00 AM – 3:30 PM)

  • Email: sales@idealhome.co.za

  • Physical Showroom: Shop G3, Woodmead Commercial Park, Woodmead, Gauteng.

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