Returns Policy

RETURNS, REFUNDS & EXCHANGE POLICY

(In accordance with the Consumer Protection Act 68 of 2008)

At Leisure Lounge, we are committed to manufacturing and supplying high-quality furniture and curated décor. We encourage all customers to carefully inspect items and confirm specifications prior to purchase.

This policy applies to all showroom and custom-made purchases.

  1. SHOWROOM FLOOR STOCK

(Including furniture, rugs, coffee tables, mirrors, lamps, vases, ornaments, décor, clearance and display items)

All showroom floor items are sold as seen, inspected, and approved by the customer at the time of purchase.

  • No returns, refunds, or exchanges will be accepted on showroom floor purchases.
  • No refunds will be granted for change of mind, incorrect measurements, or suitability concerns.
  • Customers must inspect items prior to payment.
  • Once an item leaves our premises, risk passes to the customer.
  • Leisure Lounge will not be liable for damage occurring during customer-arranged transport, handling, or within the customer’s premises.

Where Leisure Lounge arranges delivery:

  • Goods must be inspected upon delivery.
  • Any visible damage must be noted immediately on the delivery documentation.
  • Claims not recorded at time of delivery may be declined.
  1. CUSTOM-MADE / MADE-TO-ORDER FURNITURE

All custom-made furniture is manufactured specifically to the customer’s approved specifications, including (but not limited to) size, fabric or leather selection, trim detail, configuration, cushioning, and wood finish.

By approving a quotation and paying the required 50% deposit, the customer enters into a binding manufacturing agreement with Leisure Lounge.

2.1 No Cancellation or Refund

  • Custom-made items are produced exclusively for the customer and are not resalable in the ordinary course of business.
  • Deposits paid on custom orders are non-refundable.
  • No cancellations, returns, refunds, or exchanges will be permitted once production has commenced.
  • Custom orders are not subject to change-of-mind returns.

This is consistent with Section 17(1)(c) of the Consumer Protection Act, which excludes cancellation rights for specially manufactured goods.

2.2 Limited Amendment Requests (Strictly Prior to Production)

After payment of the 50% deposit, customers may submit a written request to amend fabric selection, trim detail, or wood finish.

Amendments will only be considered if:

  • Production has not commenced;
  • No fabric, leather, foam, timber, or materials have been ordered, cut, processed, or allocated to the order;
  • No manufacturing or labour processes have begun.

If materials have been ordered, cut, allocated, or production has commenced in any form, no amendments will be permitted.

All amendment requests:

  • Must be submitted in writing to Head Office;
  • Are subject to written approval by Leisure Lounge management;
  • May result in revised pricing and/or extended lead times;
  • Are confirmed only once acknowledged in writing by Leisure Lounge.

Leisure Lounge reserves the right to decline amendment requests at its sole discretion.

2.3 Structural or Manufacturing Defects (CPA Protection)

In accordance with Sections 55 and 56 of the Consumer Protection Act:

If a genuine structural or manufacturing defect is identified within 6 months of delivery, Leisure Lounge reserves the right to:

  1. Repair the item; or
  2. Replace the item; or
  3. Refund the purchase price (cash or account credit at our election); or
  4. Offer an alternative item of equivalent value (with any price difference payable by the customer).

Leisure Lounge retains the right to inspect the item before determining the appropriate remedy.

The statutory warranty does not apply to:

  • Normal wear and tear;
  • Misuse, neglect, improper cleaning, or failure to follow care instructions;
  • Pet damage or environmental exposure (sunlight, moisture, humidity);
  • Damage caused by third parties;
  • Natural variations in timber grain, leather markings, fabric dye lots, or slight colour tone differences.
  1. ACCESSORY & DECOR ITEMS

All rugs, décor, coffee tables, mirrors, lamps, vases, and similar accessories are sold as inspected and are non-returnable unless defective under CPA provisions.

  1. CHANGE OF MIND

Leisure Lounge does not offer refunds, exchanges, or returns for:

  • Change of mind;
  • Incorrect measurements supplied by the customer;
  • Items not fitting into premises;
  • Aesthetic dissatisfaction after delivery.

Customers are encouraged to confirm dimensions and specifications before purchase.

  1. RISK & OWNERSHIP

Ownership transfers only once full payment has been received.
Risk passes to the customer upon collection or delivery.

  1. POLICY ACKNOWLEDGEMENT

By signing the sales order or completing payment, the customer acknowledges and accepts this Returns & Refund Policy.

This policy is displayed in-store, on our website, and on all invoices and sales documentation.