Refund and Returns Policy

1. Introduction

At Moses Hand-Made Furniture, we take pride in crafting high-quality, handcrafted furniture designed to add elegance and functionality to your space. We understand that sometimes a purchase may not meet your expectations, which is why we have established a customer-friendly refund and return policy to ensure your satisfaction. Please read the following guidelines carefully before initiating a return or refund request.

2. Eligibility for Returns

We accept returns under the following conditions:

  • The item must be returned within 30 days from the date of delivery.
  • The item must be in its original condition, unused, and with all original packaging, tags, and accessories intact.
  • Items that have been custom-made, personalized, or specially ordered cannot be returned unless they are defective or arrived damaged.
  • The customer must provide proof of purchase, such as an order confirmation email or receipt.
  • If the item was received as a gift, a valid gift receipt or order number must be presented to process the return.
  • Items that show signs of use, assembly, wear and tear, or damage caused by improper handling are not eligible for returns.

3. Refund Process

Once your return request is approved and we receive the item, we will follow these steps:

  • Our team will inspect the returned product to ensure it meets our return eligibility criteria.
  • If the item is in acceptable condition, the refund will be processed within 7-10 business days.
  • Refunds will be credited to the original payment method used for the purchase (credit/debit card, bank transfer, etc.).
  • Please note that shipping costs are non-refundable unless the return is due to an error on our part or a defective item.
  • If your return request is denied due to non-compliance with our policy, we will notify you and offer options for reshipping the item back to you at your expense.

4. Exchanges

We offer exchanges for defective, damaged, or incorrect items under the following conditions:

  • You must notify us within 7 days of receiving a defective or incorrect item by emailing store@mosesfurniture.com with your order details and images of the issue.
  • Once we confirm the issue, we will provide a replacement item at no additional cost.
  • If the exact item is unavailable, you will have the option to exchange it for an item of equal value or receive store credit.
  • Customers returning an item for an exchange must ensure it is packed securely to prevent further damage during transit.

5. Non-Returnable Items

The following items are not eligible for return or exchange:

  • Custom-made or personalized furniture pieces (including items made to order or with unique modifications requested by the customer).
  • Final sale or clearance items (items marked as non-refundable at the time of purchase).
  • Gift cards or promotional discount vouchers.
  • Furniture that has been assembled, installed, or modified after delivery.
  • Items that show signs of excessive use, stains, or improper care.

6. How to Initiate a Return

To ensure a smooth return process, please follow these steps:

  1. Contact Us: Send an email to store@mosesfurniture.com with your order number, reason for return, and clear images of the item (if applicable).
  2. Approval & Instructions: Our customer service team will review your request and provide a return authorization number (RA#) along with return shipping instructions.
  3. Packaging & Shipping: Securely pack the item in its original packaging to avoid damage during transit. Clearly label the package with your RA#.
  4. Return Confirmation: Once we receive the item, we will inspect it and process the refund or exchange based on our policy.
  5. Refund Processing: If eligible, refunds will be issued within 7-10 business days, and you will receive a confirmation email once the transaction is complete.

7. Return Shipping Costs

  • If the return is due to damage, defect, or an error on our part, we will cover the return shipping costs.
  • If the return is due to a change of mind or customer preference, the customer is responsible for covering return shipping fees.
  • We recommend using a trackable shipping service and purchasing shipping insurance, as we cannot guarantee receipt of your returned item.

8. Contact Us

For any inquiries regarding refunds and returns, please contact our customer support team:

  • Email: store@mosesfurniture.com
  • Phone: +27 064 245 2610
  • Business Hours: [Insert working hours]
  • Address: [Company Address]

We value your trust in Moses Hand-Made Furniture and are committed to ensuring that you receive only the finest quality furniture and exceptional customer service. Thank you for shopping with us!