Multi-Furniture & Appliances

Standard Returns Policy

Effective Date: 23 August 2021

                                                                                                            

Contents:

  1. Unwanted Products
  2. Products Damaged on Delivery
  3. Defective products
  4. Standard Warranty
  5. Gift Vouchers and Coupons
  6. Charges and Refunds

 

We want you to be happy with your purchase. If you are not completely satisfied, you can return the product to the organization and we will either repair/replace it or credit your account subject to the below terms and conditions. This Policy applies to products bought from Multi-Furniture & Appliance Online Store only.

Certain parts of this Policy do not apply to unboxed, reconditioned products or used products and this is indicated in the relevant sections below. Unboxed items are returned products that are offered for sale at discounted prices because their original packaging is damaged unsealed or missing or the products show signs of handling and/or re-packaging.

This Policy forms part of the Multi-Furniture & Appliances Terms and Conditions and so words defined in the Terms and Conditions have the same meaning in this Policy unless the context indicates otherwise nothing in this Policy is intended to limit your statutory rights in any way.

 

 

 

Covid 19 Returns Terms and Conditions:

Considering the Government restrictions that have been put in place during the national Covid-19 lockdown, we have had to make some temporary changes to our returns policy.

These changes will apply with immediate effect in addition to the Standard Terms and Conditions. Where there are any inconsistencies between these Covid-19 Returns Terms and Conditions and our Standard Terms and Conditions these Covid-19 Returns Terms and Conditions will apply specifically during the lockdown period.

  • Returns may be logged for all items during the lockdown period.
  • All non-restricted items logged for return during the national lockdown can be collected via courier or customers can choose to drop off an item at a selected number of Multi-Furniture & Appliances stores.

1: Unwanted products

Unwanted items may be returned to Multi-Furniture & Appliances however the consumer will be liable for the collection/delivery fee, provided:

  • It is undamaged and unused with the original labels and stickers still attached.
  • It is not missing any accessories or parts.
  • You log a return on the Website (enquires@mfaonline.co.za) within 7 – 10 business days of delivery to you or collection from you of the unwanted product and after 30 days, you can only return a product if it is defective.

Changed your mind?

Where you have changed your mind and would like a credit for a product you can return it however the below terms and conditions apply to your return:

  • We will collect the product from you however the consumer will be liable for the collection/delivery fee. Once we have inspected the product and validated your return, we will credit your account with the purchase price of the product within 30 days of the return (or refund you if that is your preference).
  • A 2.5% administration fee will be applied on the total cost of item purchased, provided that it is not a supplier defect.  

Want to exchange?

A Promotion Item, reconditioned product or used product can only be exchanged for a variation of the same Promotional Item, reconditioned product or used product, if such variation is available. In such a case, we will collect the product from you and deliver the requested product to you however the consumer will be liable for the collection/delivery fee. If such variation is not available, we will credit your account with the purchase price of the product within 30 days of the return (or refund you if that is your preference).

We are entitled to inspect the product to validate your return.

Not what you ordered?

If we accidentally deliver the wrong product to you, or if the product is not as described on the Website, please notify us and we will collect the product from you at no charge. If the product is missing any accessories or parts, you will need to follow the process set out in section 2 below. Once we have inspected the product and validated your return, we will at your choice deliver the correct product to you as soon as possible (if the correct product is available); or credit your account with the purchase price of the product within 10 days of the return (or refund you if that is your preference).

2: Products damaged on delivery

Should a product be damaged or missing any parts or accessories at the time of delivery/collection, please notify us within 7 days of such delivery/collection by logging a return on the website enquires@mfaonline.co.za.

We will arrange to collect the product from you at no charge. Once we have inspected the product and validated your return, we will at your choice repair/replace the product as soon as possible (if such repair is possible, we have the same product in stock to use as a replacement) or credit your account with the purchase price of the product (or refund you if that is your preference).

3: Defective products

We do our best to ensure that the products we deliver to you are of a high quality and in good working order and without defects.

What is a defect? A defect is a material imperfection in the manufacture of a product or any characteristic of a product, which makes the product less acceptable than one would reasonably be entitled to expect in the circumstances.

The following will NOT be regarded as defects and will not entitle you to a return under this section 3:

  • Faults resulting from normal wear and tear.
  • Damage arising from negligence, user abuse or incorrect usage of the product.
  • Damage arising from electrical surges.
  • Damage arising from a failure to adequately care for the product.
  • Damage arising from unauthorized alterations to the product.
  • Where the specifications of a product, although accurately described on the Website and generally fit for its intended purpose, do not suit you; and

4: Standard Warranty

If you have received a product which turns out to be defective or otherwise of poor quality, please notify us as soon as reasonably possible after you become aware of the defect or poor quality but in any event 30 days after delivery/collection of the product you can do so by logging a return on the Website, enquires@mfaonline.co.za, and we will arrange to collect the product from you at no charge. Once we have inspected the product and validated your return, we will at your choice repair/replace the product (if such repair is possible or we have the same product in stock to use as a replacement) or credit your account with the purchase price of the product (or refund you if that is your preference). If the repair/replacement takes longer than 21 days, we will get in touch with you to see if you would rather receive a credit/refund.

Where you request a repair/replacement of a Promotional Item, reconditioned product or used product and a repair is not possible, we will confirm if we have a replacement Promotional Item, reconditioned product or used product in stock (which is the same product, of the same nature and type as the one sold) but if we do not, we will credit/refund you. A product in perfect condition (that is not a Promotional Item, reconditioned product or used product) is not the same product as an Promotional Item, reconditioned product or used product therefore Promotional Items, reconditioned products and used products are discounted, compared to products in perfect condition.

Extended Supplier Warranty (stipulated on product page)

A product may have a supplier warranty that extends beyond the Standard Warranty offered by Multi-Furniture & Appliances. If such a product turns out to be defective more than 6 months after delivery/collection, please notify us as soon as reasonably possible after you become aware of the defect but in any event within the extended supplier warranty period after delivery/collection of the product.

You can do so by logging a return on the Website, enquires@mfaonline.co.za, and we will facilitate your return of the product to the supplier at no charge. Unfortunately, we cannot facilitate returns that fall outside of the extended supplier warranty period.

Please note that any extended supplier warranty is subject to whatever terms and conditions the supplier or manufacturer may impose. These are usually stated in a brochure or leaflet inside or on the product packaging. It is your responsibility to make yourself aware of any such terms and conditions.

It is also important to note that it will be in the supplier or manufacturer’s discretion what remedy it can offer you. Multi-Furniture & Appliances is under no obligation to provide you with a credit, repair/replacement as your remedy lies with the supplier or manufacturer. However, since we want your experience to be as good as possible if the supplier or manufacturer has offered you a repair/replacement within the applicable extended supplier warranty and it takes longer than 21 days, we will get in touch with you to see if you would rather receive a credit/refund directly from us.

PLEASE NOTE: Promotional Items, certain reconditioned products and used products do not have extended supplier warranties and this will be made clear on the product description page.

Direct Warranty (stipulated on product page)

A direct warranty product is a product for which the relevant manufacturer wishes to manage defective returns itself, directly with the customer and not through Multi-Furniture & Appliances.

If a direct warranty product turns out to be defective or otherwise of poor quality, please notify us and we will provide you with the relevant manufacturer’s contact details. Alternatively, you can notify the relevant manufacturer directly if you already have its details. The relevant manufacturer will then assist you further but if you have any difficulty, please let us know and we will be happy to assist you where we can.

Damaged or defective Large Appliances items can be returned within 7 days in accordance with our returns policy. After 7 days the supplier will come to you to inspect the product and assist you with a possible repair, replacement, or refund. In the event of a refund, it will be done by Multi-Furniture & Appliances. Our Customer Service Team will provide you with the supplier details when you as customer log the problem.

Other than this, the same limits and general principles of the standard warranty and extended supplier warranty apply to direct warranty products.

5: Gift Vouchers & Coupons

There are two types of Coupons: a Coupon with a fixed amount of a discount, e.g. R100 off (“Fixed Coupon”), and a Coupon with a percentage discount, e.g. 10% off (“Percentage Coupon”).

Where you have used a Fixed Coupon to pay for an order and you or Multi-Furniture & Appliances later cancels your order (or part thereof) prior to delivery of the relevant product(s), or you log a return of one or more products for a credit in accordance with the Returns Policy the value of the Fixed Coupon will be deducted off the purchase price of the cancelled or returned product(s) (as applicable) and we will credit your account for the balance, if any (or refund you if that is your preference). We will also provide you with a replacement Fixed Coupon of the same value as the original Fixed Coupon used. Multi-Furniture & Appliances may in its sole discretion impose restrictions on the use of the replacement Fixed Coupon.  For any subsequent cancellations or returns arising out of the same order, we will credit your account as normal with the value of the returned product (or refund you if that is your preference).

Where you have used a Percentage Coupon  to pay for an order and you or Multi-Furniture & Appliances later cancels your order (or part thereof) prior to delivery of the relevant product(s) or you log a return of one or more products for a credit in accordance with the Returns Policy, the value of the discount received using the Percentage Coupon will be deducted off the purchase price of the cancelled or returned product(s) (as applicable) and we will credit your account for the balance, if any (or refund you if that is your preference). We will also provide you with a replacement Fixed Coupon of the same value as the discount received using the original Percentage Coupon. Multi-Furniture & Appliances may in its sole discretion impose restrictions on the use of the replacement Fixed Coupon. For any subsequent cancellations or returns arising out of the same order, we will credit your account as normal with the value of the returned product (or refund you if that is your preference).

Wherever you have used a Gift Voucher to purchase a product that you later return for a refund in accordance with the Policy, we cannot refund you in cash for that portion of the purchase price which you paid using the Gift Voucher but we will credit your account.

6: Charges and refunds

If you return a defective product to us but you fail to return all of the accessories and parts that were sold with that product, we are entitled to (subject to applicable law) refuse the return or only to replace the item that you did return or to estimate the value of the missing accessories and parts and to credit or refund you in respect of the returned item only.

 

If you return a product that does not comply with this Policy, you may be liable to reimburse Multi-Furniture & Appliances for the cost of collecting the product from you and the cost of having the product returned to you.

Under no circumstances will donations you make on our website or any goodwill credit you may receive from us be refunded.

Please note that we only refund to the payment method that you originally used – i.e. payment by credit card will be refunded to the same credit card, payment by Instant EFT or COD (cash on delivery) will be refunded to your nominated bank account.

 

Preparing your products for a return

To ensure your request is processed as quickly as possible you are responsible for the following when returning your products:

  • Package your products safely and securely for protection during transit.
  • Clearly mark your return reference number on the outside of the parcel and
  • Include all accessories and parts that were sold with the product.

Failure to adhere to any of these requirements could delay the processing of your request or result in its decline altogether.7