Refund and Returns Policy

Effective Date: 2025/04/07

At CIX FENCY, we take great pride in the craftsmanship and quality of our couches, bedframes, and furniture products. To ensure fairness and clarity, this Refund and Returns Policy outlines the conditions under which refunds or returns may be granted.

This policy is in accordance with the Consumer Protection Act (CPA) 68 of 2008 and other applicable South African consumer rights legislation.

1. Inspection Before Delivery

Clients are required to inspect their furniture prior to it being loaded into their home or premises.

• Once the item (including couches or bedframes) has been inspected and approved before entering the premises, it will be deemed accepted.

• No refunds or exchanges will be considered after the item has been brought into the house unless there is a proven manufacturing defect in accordance with CPA Section 56.

2. Custom Orders and Production Refunds

For items made-to-order or customized per client specification (e.g., selected fabric, size, or structure):

• A deposit or full balance may be required before production begins.

• Once production has commenced, no refunds will be issued, even if the balance has not yet been fully paid.

• This clause aligns with Section 17(3) of the Consumer Protection Act, which states that consumers are not entitled to cancel a special-order agreement without reasonable cancellation charges.

3. Manufacturing Defects

In the unlikely event of a defect in the product that was not apparent during inspection or caused during manufacturing:

• The client must notify us within 7 calendar days of delivery.

• Upon valid assessment, we may offer repair, replacement, or refund, depending on the situation, in line with CPA Section 56(2).

4. Non-Refundable Items

The following are strictly non-refundable:

• Items damaged after leaving our premises (unless due to our delivery team)

• Products that were accepted by the client after inspection

• Products altered or assembled by the client

• Custom-made furniture where production has begun

5. Delivery-Related Issues

If delivery is arranged by the store:

• Clients must ensure there is clear and adequate access to the premises.

• We are not liable for any damage caused by forced entry into tight or obstructed spaces.

• If delivery cannot proceed due to access issues, a redelivery fee may apply.

6. Cancellation Policy

If an order is cancelled:

• Before production begins: a partial refund may be offered subject to admin or material costs.

• After production has started: no refund will be issued for deposits or any amount paid.

7. Legal Reference

This Refund Policy complies with:

• The Consumer Protection Act 68 of 2008 (CPA)

• Section 17 (Consumer's right to cancel advance bookings, orders, or reservations)

• Section 56 (Implied warranty of quality)

• Section 19 (Delivery of goods)

For more information on your consumer rights, visit the National Consumer Commission at: https://www.thencc.gov.za

8. Contact Us

If you have questions regarding our refund policy or would like to raise a concern, please contact:

CIX FENCY.DECOR
Email: admin@cixfancy.com
Phone: +27 65 554 2189
Physical Address: online
Information Officer: admin@cixfancy.com