Returns, Refunds & Warranties

1. Start with AWiiDA

Email info@awiidainteriors.co.za or call 082 410 8234. Include your order number or other proof of purchase, the item and quantity, delivery date, and whether you want to cancel, return, exchange or report a fault. For a fault, describe the problem and your preferred remedy. Photos of the product, label, batch number and packaging help us assess it; contact us if you cannot supply photos. No reason is required for a valid ECTA cooling-off cancellation.

Send your notice within the relevant period; you do not have to wait for us to approve it before that period expires. We will give you a return reference and the appropriate collection or return address. Do not send goods directly to a supplier or arrive at a supplier showroom without arrangements: the correct destination depends on the product and reason for return. This process coordinates logistics and does not make statutory cancellation dependent on our permission.

Keep goods reasonably safe and use protective packaging for transport. Keep the courier receipt and tracking details. Retain original packaging where possible, especially for a voluntary change-of-mind return. A statutory defect claim is not automatically rejected because the original box is unavailable. Tell us if safe packaging or moving a large item needs assistance.

2. Seven-day online cooling-off right

Where ECTA section 44 applies, you may cancel an online purchase without giving a reason or paying a penalty within seven calendar days after receiving the goods. For qualifying service agreements, the period runs from conclusion of the agreement. Notify AWiiDA in writing or another recordable form and arrange prompt return.

The only charge for an eligible cooling-off return is the direct cost of returning the goods. No restocking or handling fee applies. We refund the payment for the cancelled transaction, including its original delivery charge, within 30 calendar days from cancellation. For a partial return, we explain the allocation of any shared delivery charge; no disguised cancellation penalty is added.

ECTA contains specific exceptions, including goods made to your specifications or clearly personalised, goods that by their nature cannot be returned or deteriorate rapidly, and services started with your consent before the seven-day period ends. The relevant exception must actually apply; an ordinary catalogue item does not become exempt merely because it is imported, ordered in, on sale or described as a special order. Any applicable exception will be explained before purchase. Defective, unsafe, incorrectly supplied or misdescribed goods retain their applicable legal protection.

Please inspect goods with reasonable care and avoid installing, cutting, washing or using them beyond what is needed to examine them if you intend to return them. These requests do not replace the statutory test for your cancellation right.

3. Additional change-of-mind returns

The following voluntary facilities apply beyond any stronger statutory right. Items must be unused, complete, undamaged and in their original saleable packaging. Return transport is payable by the customer and original outbound delivery is not refunded under these voluntary facilities. Any handling deduction must be reasonable, disclosed and itemised; it is not charged on a qualifying statutory defect or ECTA cooling-off return.

A handling charge is not a guarantee that every return qualifies. Any return outside the published voluntary facility is considered individually, without reducing rights that the law provides. We explain a refusal and its basis in writing. Exchanges depend on stock; an unavailable replacement does not turn a legally required refund into compulsory store credit.

4. Custom work, cancellations and special procurement

Made-to-measure curtains or blinds, personalised upholstery and goods cut or manufactured to your specific requirements may have no ordinary change-of-mind entitlement. The approved specification, work already done and applicable legal exception matter. We identify these conditions in the quotation or order before you commit. Standard stocked colours, catalogue selections and ordinary imported products are not automatically personalised goods.

Contact us immediately to cancel an order before dispatch or production. Where CPA section 17 applies, any cancellation charge must be reasonable in the circumstances, considering notice, the nature of the order and our ability to find another customer. Deposits are not automatically forfeited. The section’s special-order exception is applied only where its legal definition is met. No section 17 cancellation charge is levied where the intended beneficiary cannot honour the booking because of death or hospitalisation.

Where CPA section 16 applies to a transaction resulting from direct marketing, and ECTA section 44 does not apply, you may cancel without reason or penalty within five business days after the later of concluding the agreement or delivery. The refund is due within 15 business days of cancellation notice if nothing was delivered, or receipt of returned goods if goods were delivered, subject only to deductions lawfully permitted under CPA section 20.

5. Incorrect, damaged, unsafe or defective goods

Check quantities, product codes, colour, size and visible condition promptly on receipt. Note visible damage on the delivery record where practical and contact AWiiDA as soon as possible. Stop using an unsafe product. Prompt notice helps preserve courier evidence; a signed delivery note or failure to report immediately does not waive a latent-defect claim or other statutory right.

Where CPA sections 55 and 56 apply and goods fail the required standards, you may return them within six months after delivery, without penalty and at the supplier’s risk and expense. You choose repair, replacement or refund as provided by the CPA. We may reasonably inspect the reported problem, but cannot force repeated repairs, supplier credit or a handling fee instead of the remedy the law gives you.

If repaired goods have not been fixed, or another failure, defect or unsafe feature is discovered within three months after the repair, CPA section 56 requires replacement or refund. New or reconditioned parts installed during repair or maintenance, and the labour to install them, carry the applicable three-month CPA section 57 warranty, or a longer written warranty where provided. These protections operate alongside other applicable warranties and common-law rights; six months is not a blanket expiry of every possible claim.

AWiiDA arranges and bears reasonable return, collection and remedial costs for a substantiated statutory quality claim or our incorrect supply, to the extent required by law. We do not make your remedy wait indefinitely for a supplier to reimburse us. If inspection finds customer-caused damage instead, we explain the findings and any proposed charge before proceeding; no paid repair or replacement is imposed without your approval.

Rights concerning goods that do not match a sample or description, goods you could not examine, mixed deliveries, or goods unsuitable for a particular purpose communicated to us are also preserved. For the specific-purpose return in CPA section 20(2)(d), notify and return within ten business days after delivery where that provision applies, subject to its statutory conditions.

6. Product warranties and reasonable care

Hertex HAUS: the published product policy provides six months for rugs and homeware and twelve months for furniture, for defects under intended use and proper care. For AWiiDA customers these periods are measured from delivery. Report visible shortages or transport damage promptly, preferably within its 15-day reporting window; this does not shorten latent-defect or statutory rights.

Wallpaper Inn: its reviewed general policies do not state a universal extended product-warranty duration. We therefore do not promise an unsupported one. Statutory quality rights apply, together with any genuine product-specific manufacturer guarantee disclosed with your purchase.

Other products and components: an additional written manufacturer warranty, if supplied for a motor, mechanism, fabric or other component, applies according to its disclosed coverage and duration, alongside the law. Contact AWiiDA for the applicable document. An extended commercial warranty may cover specified faults and remedies only; it cannot reduce a statutory remedy.

Follow the item’s care, cleaning, installation, load and indoor/outdoor-use instructions. Damage actually caused by misuse, accidents, unsuitable cleaning chemicals, unauthorised alterations, excessive loads, moisture or inappropriate exposure is different from a manufacturing defect. Fair wear is assessed against the product, price, description, expected use and reasonable durability. A modification or care issue does not automatically defeat an unrelated original defect claim.

Natural grain, weave, tone, texture and hand-finished differences can be inherent features. Screens and small samples cannot represent every variation. Hertex’s rug guidance allows a width variance of up to 5%; normal natural variation is not a defence to material misdescription, poor quality or an item unsuitable for an expressly agreed purpose. Ask us to confirm critical dimensions or colour matching before purchase. Follow the supplied rug-care guide; use suitable non-slip protection on slippery floors.

7. Wallpaper, installation and services

Before cutting or hanging wallpaper, check all rolls for design, batch, colour and visible faults, and follow the manufacturer’s preparation and adhesive instructions. Stop and contact us if a defect appears during installation. Keeping labels and an unused sample helps investigation. Continuing after an obvious problem can increase avoidable loss, but cutting or installation does not automatically cancel a valid claim for a hidden manufacturing defect.

We remain responsible for services we agree to provide, including work carried out by someone we appoint. Where CPA section 54 applies, you are entitled to timely, good-quality service and the return of your property in at least as good a condition, allowing for agreed work. If the standard is not met, the appropriate remedy is correction or a reasonable refund of the service price as the Act provides. A supplier’s product warranty is not a substitute for AWiiDA’s service obligations.

If you independently appoint an installer or cleaner, that contractor is responsible for its own workmanship. We do not exclude our responsibility for defective goods, incorrect advice or our own fault. Any separate workmanship guarantee is stated in the accepted quotation; no universal additional duration is implied by this policy.

8. Assessment, refunds and exchanges

We record the request, arrange inspection where needed, explain the outcome and give you an itemised refund calculation. We process agreed voluntary refunds promptly after return and inspection, aiming for completion within 14 calendar days. Bank processing times may vary. This target never extends a mandatory legal deadline, including ECTA’s 30-day period running from cancellation.

Refunds go to the original payment method where possible. If that method cannot receive the refund, we agree a secure alternative with the purchaser and reasonably verify entitlement. We do not ask you to send passwords, card PINs or full card details by email. Store credit or an exchange replaces a cash refund only if you freely choose it or there is no legal entitlement to a cash refund under the applicable voluntary facility.

For voluntary exchanges, any price difference and agreed transport cost is confirmed in advance. Do not purchase a second item expecting an automatic refund of the first before the return has been assessed. Statutory replacement rights remain unaffected.

9. Support and unresolved complaints

Send complaints to info@awiidainteriors.co.za, with your order reference and the outcome you request. Our contact and collection address is 40 Cronin Road, Hadison Park, Kimberley, Northern Cape, 8301, South Africa. Please arrange return logistics first.

If a dispute remains unresolved, you may approach the Consumer Goods and Services Ombud (0860 000 272), the National Consumer Commission, another competent consumer body or a court with jurisdiction, subject to applicable procedures. Nothing requires you to waive these remedies.