Delivery and Returns

South African Addresses:

TheHomeCompany ships orders to any address within South Africa. Delivery time may vary. Shipping orders will only be processed at our JHB Office.

Processing Time:

Our processing time is usually between 24 – 48 hours once payment has cleared.

Delivery Time:

While we strive to deliver your orders as soon as possible, please take the following into account:

Delivery time for major city areas: 1 to 7 working days

Delivery time for rural and outlying areas: 4 to 14 working days

Shipping fees:

Gauteng, KwaZulu-Natal – Flat Rate of R150

Eastern Cape, Free State, Limpopo, Mpumalanga, Northern Cape, North West, Western Cape – Flat Rate of R170

Orders:

Please contact us directly for bulk orders. (info@thehomeco.co.za)

Orders consisting of more than 5 products may incur an additional cost for shipping.

We reserve the right to cancel any order.

We want you to be happy with your purchase. If you are not completely satisfied, you can return the product to us and we will either repair/replace it, or credit your account, subject to the below terms. This Policy applies to products bought from TheHomeCompany itself and from Third Party Sellers.

Please note that TheHomeCompany may, from time to time and at its discretion, restrict the use of the credit in your account in respect of certain products. Certain parts of this Policy do not apply to Unboxed Deals, reconditioned products or used products, and this is indicated in the relevant sections below.

Unboxed Deals 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 TheHomeCompany 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.

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.

1: Unwanted products

You can return an unwanted product to us at no charge, provided:

• it is undamaged and unused, with the original labels and stickers still attached;
• save in relation to Unboxed Deals, reconditioned products and used products, it is in the original packaging, which must be undamaged and in its original condition with all seals still intact (if applicable). Please refer to our FAQs for some examples;
• it is not missing any accessories or parts;
• you log a return on the Website within 30 days of delivery to you or collection by you of the unwanted product. After 30 days, you can only return a product if it is defective; and
• it is not one of the products listed below.

Changed your mind?

Where you have changed your mind and would like a credit for a product, you can return it provided the product is not:

• a product which has been personalised for you or made to your specifications; or
• product has been used or stained

We will collect the product from you at a minimal charge. Once we have inspected the product and validated your return, we will credit your account with the purchase price of the product within 10 days of the return (or refund you if that is your preference). Want to exchange? Fashion and sportswear products can be exchanged for a different size or colour variation, provided that such variation is available. An Unboxed Deal, reconditioned product or used product can only be exchanged for a variation of the same Unboxed Deal, 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 at no charge. If such variation is not available, we will credit your account with the purchase price of the product within 10 days of the return (or refund you if that is your preference).

We are entitled to inspect the product to validate your return. Please refer to our FAQs for some advice on making sure that your product is returnable under this section.

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.

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. Please refer to our FAQs for some examples.

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 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
• in relation to Unboxed Deals or used products, signs of handling and/or repackaging.

Standard Warranty

If you have received a product which turns out to be defective or otherwise of poor quality (save for manufacturer warranty products which are discussed below), please notify us as soon as reasonably possible after you become aware of the defect or poor quality, but in any event within  6 months after delivery / collection of the product (except in the case of an extended supplier warranty, which is set out below). You can do so by logging a return on the Website, 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 / 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 there is no extended supplier warranty period, unfortunately we cannot facilitate returns that fall outside of the 6-month period. Where you request a repair / replacement of an Unboxed Deal, reconditioned product or used product and a repair is not possible, we will see if we have a replacement Unboxed Deal, 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 an Unboxed Deal, reconditioned product or used product) is not the same product as an Unboxed Deal, reconditioned product or used product. This is why Unboxed Deals, reconditioned products and used products are discounted, compared to products in perfect condition.

4: Bundles

There are two types of bundles: a bundle consisting of products that either we or you (as provided on our website) have combined together in a single bundle (“Bundle Deal “); or a bundle compiled by our supplier and supplied to us as a single unit (“Pre-packed Bundle “). All returns relating to bundles are subject to the terms of this Policy as read with the following provisions:

• Bundle Deal – You may return a Bundle Deal as a whole or any of its component products individually to us. If you qualify for a credit in respect of any component product, we will credit your account with the actual purchase price (after applying any applicable saving or discount) you paid for such a product as displayed in your order history.
• Pre-packed Bundle – Unless otherwise indicated by us, your return of a Pre-Packed Bundle will only be accepted if you return all of its component products to us. Failure to do so may result in us declining the return of a Pre-Packed Bundle.

5: 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

TheHomeCompany 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.

However, if you, within 45 days of that order being placed, process a return of your entire order (and such return is approved by TheHomeCompany) in accordance with the Return Policy or you cancel your entire order before delivery, and there is no delivery charge on the order, then Nedbank will refund you with any fees and interest due on the loan and cancel the loan accordingly

*Please note we do not refund the shipping / courier charges

*Customer is responsible for any courier charges including returns