Cotton House: Furniture and Upholstery Return and Exchange Policy

Return and Exchange

We are committed to your satisfaction first and foremost, and we want to help you have the best possible shopping experience. We always encourage our customers to thoroughly investigate the feasibility of their purchase by checking the dimensions of their furniture item, to make sure it will fit its intended location in their home. To find out more about measuring your furniture for delivery.

We recognize that even after consideration, sometimes an item may still not meet your needs, not suit your room’s style, or simply not fit. If you are unsatisfied for any reason with your purchase, you can return or exchange it within 30 days of delivery. Returned items must be in new and unused condition. A few of our services may be excluded from our return policy. Any exceptions are noted on the item’s page Sometimes an item may still not meet your needs, not suit your room’s style, or simply not fit. If you are unsatisfied for any reason with your purchase, special orders where custom fabrics, wood, or colors are selected are non-refundable.

To return items for an exchange or refund, please contact us ( info@cottonhouse.co.za ) via email or phone (0681361296). All returns are subject to round-trip shipping charges. If your item was shipped “Free Shipping,” we will charge our actual outbound shipping charges.  Returns are only accepted in their original packaging and should be unused.

Custom orders can not be cancelled once production has started; cancellations must be made prior to production. If the order is for a stock item, cancellation must be made prior to shipping.

Returning a Purchase

• Please contact us and include (info@cottonhouse.co.za) your original order number, the product(s) you are returning, and your name. Or call us at 0681361296.
• All returned products must be in their original condition and packaging and be unused.
• Return the product using your preferred shipping method directly to the warehouse address we provide. Returns sent to our administrative offices cannot be accepted.
• Please note: Other than a return or exchange due to an error on our part, we cannot refund shipping and handling charges.
• All returned products must be in their original condition and packaging. Unfortunately, if products have been assembled or modified, we cannot accept them as returns, Finally, certain products cannot be returned because our fabric and wood suppliers cannot take them back, such as those customized to your specifications.

Damage and missing parts

Through years of experience, we have learned to package our products to withstand damage during shipping, avoid selling items easily damaged during shipping, and discontinue suppliers whose damage rate is too high. If something arrives from us that looks damaged or if parts are missing, please notify us right away (info@cottonhouse.co.za). We will replace the missing part as quickly as possible at no extra charge.

suspected or actual damage if shipped by truck freight

• Write “Package Damaged” when you sign for delivery, even if it appears only slightly damaged. If the package appears significantly damaged, you may refuse delivery. Once we receive back that damaged package, we will send a new one. Please notify us if you refuse delivery so we can anticipate that return.
• If our product is assembled for you, make sure you closely inspect the product for any damage before boxes are discarded and before the delivery people leave. Again, if there is a problem, write it down before the delivery crew leaves.
• If you accept a package and then discover parts are missing or damaged, do not discard the packaging. Please contact us right away (info@cottonhouse.co.za) and we will ship you the replacement parts at no extra charge.

If you decide you do not want parts or a furniture replacement unit, the product can be returned under our return policy. If a product arrives damaged or we make an error that cannot be remedied with a complete replacement, we will pay to have the item returned to us.

In the case of a manufacturer’s defect, we can replace or modify the furniture at no cost to you, or if needed, the entire unit. We stand 100% behind our products and the manufacturers who produce them, and we will make every effort to resolve any problems.