Refund policy

 

CAERA — RETURNS & REFUNDS POLICY

Effective Date: 20 August 2026
Last Updated: 20 August 2026

At CAERA, we want you to be confident when purchasing furniture from us. Because many of our Products are sourced specifically in response to Customer Orders, and because Products may be supplied flat-packed or require professional Assembly, certain conditions apply to returns, cancellations and refunds.

This Returns & Refunds Policy should be read together with CAERA's Terms & Conditions.

Nothing in this Policy excludes, restricts or waives any consumer right or remedy that cannot lawfully be excluded under South African law.

1. OUR GENERAL RETURNS POLICY

CAERA does not offer an unrestricted "change of mind" return on every Product.

Many Products are sourced from third-party Suppliers specifically in response to Customer Orders. Once an Order has been confirmed with a Supplier, CAERA may be financially committed to that Product.

Accordingly, Customers should carefully consider their:

  • Product selection

  • dimensions

  • colour

  • material

  • configuration

  • quantity

  • delivery address

  • access requirements and

  • Assembly requirements

before placing an Order.

This does not affect any statutory right a Customer may have to cancel, reject, return or obtain a remedy in terms of applicable South African law.

2. DEFECTIVE, UNSAFE OR POOR-QUALITY PRODUCTS

If a Product is defective, unsafe or fails to meet the applicable requirements for quality, durability, functionality or suitability, please contact CAERA as soon as reasonably possible.

Under the Consumer Protection Act, qualifying defective or unsafe goods may generally be returned within six months after delivery, at the supplier's risk and expense. Where the statutory requirements are met, the Customer may be entitled to a repair, replacement or refund. (Government of South Africa)

CAERA will assess the complaint and determine the appropriate process in accordance with applicable law.

3. WHAT COUNTS AS A DEFECT?

A defect may include a material problem with the Product that affects its:

  • functionality

  • safety

  • quality

  • durability

  • performance or

  • ability to fulfil the purpose for which it was supplied.

A Product will not necessarily be considered defective merely because:

  • the Customer has changed their mind

  • the Product does not suit the Customer's décor

  • the Customer prefers a different colour

  • the Customer ordered the incorrect size

  • the Customer measured the premises incorrectly

  • the Customer no longer wants the Product or

  • the Product has reasonable characteristics disclosed in the Product description.

4. DAMAGE IDENTIFIED ON DELIVERY

Customers should inspect their Products as soon as reasonably possible after delivery.

If visible damage is identified, please contact CAERA with:

  • your Order number

  • photographs of the Product

  • photographs of the packaging

  • photographs of the damaged area

  • a description of the issue and

  • any other information reasonably requested by CAERA.

Where a Product appears damaged before Assembly, Customers should not assemble, modify or repair the Product before contacting CAERA, unless doing so is reasonably necessary to prevent further damage or ensure safety.

CAERA may need to inspect the Product or obtain information from the Supplier, manufacturer, Delivery Provider or Assembly technician before determining the appropriate remedy.

5. FLAT-PACK PRODUCTS

Many CAERA Products may be delivered flat-packed.

Customers who choose to assemble Products themselves must follow the manufacturer's assembly instructions.

CAERA will not be responsible, to the extent permitted by law, for damage caused solely by:

  • incorrect assembly

  • failure to follow assembly instructions

  • misuse

  • unauthorised modification

  • incorrect installation or

  • accidental damage caused after delivery.

This does not affect your rights where the Product itself was defective or damaged before Customer assembly.

If you believe a flat-packed Product is defective or damaged, please contact CAERA before beginning Assembly whenever reasonably possible.

6. PROFESSIONAL ASSEMBLY

Where professional Assembly has been purchased or expressly included with the Order, CAERA may arrange for an independent Assembly technician to perform the Assembly.

If a Customer believes that damage occurred during professional Assembly, the Customer must notify CAERA as soon as reasonably possible and provide reasonable supporting evidence.

CAERA may investigate the matter with the Assembly technician.

7. INCORRECT PRODUCT DELIVERED

If CAERA delivers a Product that is materially different from the Product ordered, please contact us as soon as reasonably possible.

This may include situations where:

  • the wrong Product was supplied

  • the wrong quantity was supplied

  • a materially different colour or configuration was supplied

  • the Product does not correspond with the agreed description or

  • a material component is missing.

CAERA will investigate and, where appropriate, arrange the applicable remedy in accordance with the Customer's rights and applicable law.

8. MISSING PARTS OR COMPONENTS

If a Product arrives with missing components, screws, fittings or other parts, please contact CAERA.

Where reasonably possible, CAERA may arrange for the missing component to be supplied rather than requiring the entire Product to be returned.

The appropriate remedy will depend on:

  • the nature of the missing component

  • whether the Product can safely be used

  • the Supplier's available replacement components and

  • applicable law.

9. CHANGE-OF-MIND RETURNS

Unless a statutory right applies, CAERA does not guarantee acceptance of a return simply because a Customer has changed their mind.

Examples include:

  • "I don't like the colour anymore

  • "I found something cheaper

  • "It doesn't match my décor

  • "I ordered the wrong size

  • "I no longer want the furniture or

  • "I changed my mind after ordering

Customers are therefore encouraged to carefully review Product information before purchasing.

10. SPECIAL-ORDER AND CUSTOM PRODUCTS

Specially sourced, made-to-order, personalised or customised Products may be subject to additional cancellation and return restrictions.

This may include Products that CAERA has:

  • ordered specifically for the Customer

  • sourced specifically at the Customer's request

  • customised

  • personalised

  • arranged for manufacture or

  • otherwise committed to purchasing from a Supplier specifically for that Customer.

Where applicable, CAERA will communicate material cancellation or return conditions before the Customer finalises the Order.

These conditions do not remove any mandatory statutory consumer right.

11. CANCELLATION BEFORE FULFILMENT

If you wish to cancel an Order, contact CAERA as soon as possible.

CAERA will determine whether cancellation is still possible based on the stage of fulfilment.

If the Product has not yet been committed to the Supplier or prepared for fulfilment, CAERA may be able to cancel the Order.

If the Product has already been specifically sourced, manufactured, dispatched or otherwise committed to fulfilment, cancellation may no longer be possible except where required by law.

Where applicable law permits a cancellation charge, any such charge will be reasonable and based on the circumstances of the cancellation.

12. DIRECT MARKETING COOLING-OFF RIGHTS

Where a transaction qualifies as a direct-marketing transaction under applicable South African law, statutory cooling-off rights may apply.

The Consumer Protection Act provides a five-business-day cooling-off period for qualifying transactions resulting from direct marketing, subject to the requirements and exceptions contained in the Act. (Government of South Africa)

Nothing in this Policy is intended to exclude those rights.

13. DELIVERY AND ACCESS ISSUES

Customers are responsible for ensuring that the Product can reasonably be delivered to and accommodated within the intended premises.

Before ordering, Customers should check:

  • doorways

  • gates

  • staircases

  • lifts

  • corridors

  • ceilings

  • parking access

  • building restrictions and

  • other relevant access dimensions.

If a Customer orders a Product that cannot fit through the available access route because the Customer failed to take reasonable measurements, this will not automatically constitute a Product defect.

Where the Product supplied differs materially from the agreed specifications, the Customer's applicable legal rights remain unaffected.

14. ASSEMBLED PRODUCTS

Where a Customer has chosen professional Assembly or has assembled the Product themselves, the Product may no longer be in its original flat-packed condition.

Where a return is requested because of a defect, CAERA may reasonably require an opportunity to inspect the Product.

Customers should not dismantle, modify or attempt to repair a disputed Product unless instructed to do so by CAERA or reasonably necessary for safety.

15. PRODUCT MODIFICATION

Returns or warranty claims may be affected where a Product has been altered after delivery.

This includes:

  • drilling

  • cutting

  • repainting

  • reupholstering

  • modifying components

  • changing electrical components

  • structural alterations or

  • unauthorised repairs.

Where the modification caused or contributed to the problem, CAERA may not be responsible for that resulting damage to the extent permitted by law.

16. NORMAL WEAR AND TEAR

Normal deterioration resulting from reasonable use does not necessarily constitute a Product defect.

This may include reasonable:

  • fabric wear

  • fading

  • minor surface marks

  • compression of upholstery

  • changes caused by environmental exposure or

  • other characteristics consistent with normal use and the Product's materials.

The treatment of any particular issue will depend on the circumstances and applicable warranty and consumer law.

17. OUTDOOR FURNITURE

Outdoor furniture is exposed to environmental conditions.

Unless expressly stated otherwise, CAERA does not represent that outdoor furniture is completely immune to:

  • sunlight

  • rain

  • humidity

  • wind

  • temperature changes

  • environmental staining or

  • natural weathering.

Customers must follow the manufacturer's care instructions.

Damage caused by inappropriate care, misuse or environmental exposure outside the Product's intended use may not qualify for a remedy.

18. HOW TO REQUEST A RETURN OR REFUND

To request a return, refund, repair or replacement, contact:

Email: caera.co.za@gmail.com

Please include:

Full Name:
Order Number:
Product:
Date of Purchase:
Date Delivered:
Reason for Request:
Photographs / Video:
Description of Issue:

CAERA may request additional information where reasonably necessary to assess the claim.

19. RETURN AUTHORISATION

Do not send Products back to CAERA without first contacting us and receiving return instructions.

Where a return is appropriate, CAERA will provide the Customer with the relevant return instructions.

This allows CAERA to determine:

  • where the Product must be returned

  • whether collection is required

  • whether the Supplier must inspect the Product

  • whether an Assembly technician needs to inspect the Product and

  • the appropriate remedy.

Unauthorised returns may cause delays in processing.

20. RETURN CONDITION

Where a return is legally permitted and the condition of the Product is relevant to the applicable return right, the Customer should return the Product with:

  • all relevant components

  • accessories

  • fittings

  • manuals

  • packaging where reasonably available and

  • other items supplied with the Product.

Customers should package returned Products securely where they are responsible for return transport.

This section does not impose conditions that would unlawfully restrict a statutory return right.

21. RETURN SHIPPING COSTS

Where a Customer is exercising a statutory right to return defective or unsafe goods, CAERA will comply with applicable legal requirements regarding the risk and expense of the return. The CPA provides that qualifying defective or unsafe goods returned under section 56 are returned at the supplier's risk and expense. (Government of South Africa)

Where a return is purely voluntary and not required by law, the Customer may be responsible for applicable return transportation costs if this has been agreed beforehand.

22. REFUNDS

Where a refund is approved or legally required, CAERA will process the refund using the applicable payment method and within the timeframe required by law or communicated to the Customer.

Depending on the circumstances, the refund may include the applicable amount paid for the Product and other amounts that CAERA is legally required to refund.

Delivery, collection, Assembly or other charges will be treated in accordance with the circumstances of the return and applicable law.

23. REFUND PROCESSING

Once CAERA has received the returned Product or otherwise completed the required assessment, the claim will be processed.

Where an inspection is required, the refund will be processed once the inspection and relevant assessment have been completed, subject to applicable law.

Refund processing times may also depend on the Customer's bank or payment provider.

24. EXCHANGES

Where legally permissible, CAERA may offer an exchange rather than a refund.

However, where a statutory right gives the Customer a particular remedy or choice, CAERA will comply with the applicable legal requirement.

25. SUPPLIER WARRANTIES

Certain Products may carry a manufacturer's or Supplier's warranty.

Where such a warranty exists, CAERA may assist the Customer in communicating with the relevant Supplier or manufacturer where appropriate.

However, a Supplier's warranty does not replace or remove any statutory rights the Customer may have against CAERA.

26. FRAUDULENT OR ABUSIVE CLAIMS

CAERA reserves the right to investigate claims where there are reasonable grounds to suspect:

  • fraud

  • intentional damage

  • false information

  • repeated abusive claims

  • unauthorised returns or

  • misuse of the returns process.

CAERA may take appropriate lawful action where fraud or abuse is established.

This does not affect legitimate statutory consumer claims.

27. NO WAIVER OF CONSUMER RIGHTS

Nothing in this Returns & Refunds Policy is intended to exclude, restrict or waive any right granted to a Customer under the Consumer Protection Act 68 of 2008, the Electronic Communications and Transactions Act 25 of 2002, or any other applicable South African legislation where such right cannot legally be excluded.

Where a provision of this Policy conflicts with a mandatory legal requirement, the mandatory legal requirement will prevail.

28. CHANGES TO THIS POLICY

CAERA may update this Returns & Refunds Policy from time to time.

The version applicable to an Order will generally be the version in effect when the Order is concluded, subject to applicable law.

29. CONTACT INFORMATION

CAERA

Email: caera.co.za@gmail.com
Website: www.caera.co.za
Telephone / WhatsApp: [083 576 5074]
Address: [2 Buhrmann Street Horison Roodepoort]
Registration Number: [IK2026028053]