Woven Bliss Returns & Repairs Policy
Introduction
At Woven Bliss, we are committed to ensuring your satisfaction with our products. This Returns and Repairs Policy explains how we handle returns, repairs and refunds and is intended to align with the Consumer Protection Act, 2008 (CPA) and, where applicable, the National Credit Act, 2005 (NCA) of South Africa.
If you have any questions about this policy, please contact us using the details in section 5 below.
1. Returns Policy
1.1 Eligibility for Returns (Standard, Non-Custom Items)
Time frame: You may return most new, unused standard items within 30 days of delivery for a refund.
Condition: Items must be:
unused and unwashed;
in their original condition; and
returned with all original tags, labels and packaging (where applicable).
Proof of purchase: An order number or suitable proof of purchase is required for all returns.
Shipping and handling fees are subject to section 1.3 below.
1.2 Custom-Made and Made-to-Order Items
Definition: “Custom-made” or “made-to-order” items include, for example:
rugs or runners made to your specified size, colour, finish or binding;
products cut to length or customised from a roll;
items manufactured specifically to your order or specification; and
any item marked on our website as “made to order”, “custom”, “bespoke”, or similar wording.
No change-of-mind returns:
Custom-made items are non-returnable and non-refundable if:you change your mind;
you ordered the wrong size, colour, or specification; or
the item is otherwise correctly supplied in accordance with your order.
Defective or non-compliant custom items:
In line with the CPA, if a custom-made item is defective, not of acceptable quality, not as described, or not reasonably suitable for the purpose you made known to us, we will:repair the item; or
replace it; or
refund you,
as required by law and subject to a reasonable inspection.
1.3 How to Initiate a Return (Standard Items Only)
Contact us:
Email orders@wovenbliss.co.za to initiate a return. Please include:your full name;
order number; and
a brief reason for the return (e.g. incorrect item, damage, change of mind on standard item).
Approval and returns authorisation:
Once your return is assessed and approved, we will provide:a returns authorisation number; and
instructions on where and how to send your item.
Return shipping:
For change-of-mind returns on standard items, return shipping costs are for your account.
If the item is defective, damaged on arrival, or we made an error, we will cover reasonable return shipping costs or arrange collection, at our discretion.
Packaging:
Please ensure the item is securely packaged to prevent damage during transit. We are not responsible for items damaged or lost in transit due to inadequate packaging or shipping arrangements made by you.
1.4 Refunds
Processing time: Refunds will be processed within 15 business days of us receiving and inspecting the returned item.
Method of refund: Refunds will be made to the original method of payment, where possible. Depending on your bank or card issuer, it may take additional time for the refund to reflect in your account.
Non-refundable fees:
Original shipping and handling fees are non-refundable unless the item is defective or an error occurred on our part.
Any return shipping costs you incur (for change-of-mind returns) are non-refundable.
Nothing in this section affects your rights under the CPA.
2. Repairs Policy
2.1 Eligibility for Repairs
Warranty period: We offer a six-month warranty on our rugs and runners against manufacturing defects, in accordance with the CPA.
Exclusions: This warranty does not cover:
normal wear and tear;
damage caused by accidents, misuse, abuse, or neglect;
damage arising from improper cleaning, storage or care;
damage caused by pets, sharp objects, heavy furniture, or improper installation; or
damage resulting from failure to follow our care instructions.
2.2 How to Initiate a Repair
Contact us:
If you believe your item has a manufacturing defect, please email orders@wovenbliss.co.za with:your full name;
order number;
a detailed description of the issue; and
clear photos showing the defect.
Assessment:
Our team will assess the information provided and may request additional photos or inspection of the item. We will then confirm whether the issue falls within our warranty.
2.3 Repair Process
Approval:
If your repair is approved, you will receive a repair authorisation number and instructions on how to send the item to us (or to an approved repairer).Repair time:
Repairs typically take 2–4 weeks, depending on the nature and complexity of the issue and availability of materials.Shipping costs:
Where a repair is covered under warranty, we will cover the reasonable cost of returning the repaired item to you.
If a repair is requested outside the warranty or for damage not covered, we may provide a quote for paid repair work, including shipping, at your request.
3. Exchanges
We do not offer direct like-for-like exchanges.
If you wish to use a different product, size or colour, please:
follow the returns process for the original (standard) item; and
place a new order for the desired item on our website.
4. Compliance with the National Credit Act (NCA)
Where goods are purchased on credit (for example, via a third-party credit provider or payment plan), any returns and refunds will be handled in compliance with the National Credit Act, 2005. We will:
provide any necessary documentation to your credit provider; and
ensure that refunds are correctly processed against your credit account, where applicable.
Please note that different terms may apply depending on the credit provider’s own agreement with you.
5. Contact Information
If you have any questions or need assistance with a return or repair, please contact us:
Returns and repairs:
Email: orders@wovenbliss.co.za
General enquiries:
Email: info@wovenbliss.co.za
Important Note
This policy is intended as a general guide and does not limit or exclude any rights you may have under the Consumer Protection Act or any other applicable South African law.
Woven Bliss Returns & Repairs Policy
Introduction
At Woven Bliss, we are committed to ensuring your satisfaction with our products. This Returns and Repairs Policy explains how we handle returns, repairs and refunds and is intended to align with the Consumer Protection Act, 2008 (CPA) and, where applicable, the National Credit Act, 2005 (NCA) of South Africa.
If you have any questions about this policy, please contact us using the details in section 5 below.
1. Returns Policy
1.1 Eligibility for Returns (Standard, Non-Custom Items)
Time frame: You may return most new, unused standard items within 30 days of delivery for a refund.
Condition: Items must be:
unused and unwashed;
in their original condition; and
returned with all original tags, labels and packaging (where applicable).
Proof of purchase: An order number or suitable proof of purchase is required for all returns.
Shipping and handling fees are subject to section 1.3 below.
1.2 Custom-Made and Made-to-Order Items
Definition: “Custom-made” or “made-to-order” items include, for example:
rugs or runners made to your specified size, colour, finish or binding;
products cut to length or customised from a roll;
items manufactured specifically to your order or specification; and
any item marked on our website as “made to order”, “custom”, “bespoke”, or similar wording.
No change-of-mind returns:
Custom-made items are non-returnable and non-refundable if:you change your mind;
you ordered the wrong size, colour, or specification; or
the item is otherwise correctly supplied in accordance with your order.
Defective or non-compliant custom items:
In line with the CPA, if a custom-made item is defective, not of acceptable quality, not as described, or not reasonably suitable for the purpose you made known to us, we will:repair the item; or
replace it; or
refund you,
as required by law and subject to a reasonable inspection.
1.3 How to Initiate a Return (Standard Items Only)
Contact us:
Email orders@wovenbliss.co.za to initiate a return. Please include:your full name;
order number; and
a brief reason for the return (e.g. incorrect item, damage, change of mind on standard item).
Approval and returns authorisation:
Once your return is assessed and approved, we will provide:a returns authorisation number; and
instructions on where and how to send your item.
Return shipping:
For change-of-mind returns on standard items, return shipping costs are for your account.
If the item is defective, damaged on arrival, or we made an error, we will cover reasonable return shipping costs or arrange collection, at our discretion.
Packaging:
Please ensure the item is securely packaged to prevent damage during transit. We are not responsible for items damaged or lost in transit due to inadequate packaging or shipping arrangements made by you.
1.4 Refunds
Processing time: Refunds will be processed within 15 business days of us receiving and inspecting the returned item.
Method of refund: Refunds will be made to the original method of payment, where possible. Depending on your bank or card issuer, it may take additional time for the refund to reflect in your account.
Non-refundable fees:
Original shipping and handling fees are non-refundable unless the item is defective or an error occurred on our part.
Any return shipping costs you incur (for change-of-mind returns) are non-refundable.
Nothing in this section affects your rights under the CPA.
2. Repairs Policy
2.1 Eligibility for Repairs
Warranty period: We offer a six-month warranty on our rugs and runners against manufacturing defects, in accordance with the CPA.
Exclusions: This warranty does not cover:
normal wear and tear;
damage caused by accidents, misuse, abuse, or neglect;
damage arising from improper cleaning, storage or care;
damage caused by pets, sharp objects, heavy furniture, or improper installation; or
damage resulting from failure to follow our care instructions.
2.2 How to Initiate a Repair
Contact us:
If you believe your item has a manufacturing defect, please email orders@wovenbliss.co.za with:your full name;
order number;
a detailed description of the issue; and
clear photos showing the defect.
Assessment:
Our team will assess the information provided and may request additional photos or inspection of the item. We will then confirm whether the issue falls within our warranty.
2.3 Repair Process
Approval:
If your repair is approved, you will receive a repair authorisation number and instructions on how to send the item to us (or to an approved repairer).Repair time:
Repairs typically take 2–4 weeks, depending on the nature and complexity of the issue and availability of materials.Shipping costs:
Where a repair is covered under warranty, we will cover the reasonable cost of returning the repaired item to you.
If a repair is requested outside the warranty or for damage not covered, we may provide a quote for paid repair work, including shipping, at your request.
3. Exchanges
We do not offer direct like-for-like exchanges.
If you wish to use a different product, size or colour, please:
follow the returns process for the original (standard) item; and
place a new order for the desired item on our website.
4. Compliance with the National Credit Act (NCA)
Where goods are purchased on credit (for example, via a third-party credit provider or payment plan), any returns and refunds will be handled in compliance with the National Credit Act, 2005. We will:
provide any necessary documentation to your credit provider; and
ensure that refunds are correctly processed against your credit account, where applicable.
Please note that different terms may apply depending on the credit provider’s own agreement with you.
5. Contact Information
If you have any questions or need assistance with a return or repair, please contact us:
Returns and repairs:
Email: orders@wovenbliss.co.za
General enquiries:
Email: info@wovenbliss.co.za
Important Note
This policy is intended as a general guide and does not limit or exclude any rights you may have under the Consumer Protection Act or any other applicable South African law.