Refund and Returns Policy

At Bespoke Home, we want you to be entirely satisfied with your purchase. In accordance with the South African Electronic Communications and Transactions (ECT) Act, and to provide you with peace of mind, we outline our returns and refund processes below.

RETURN WINDOW AND COOL-OFF PERIOD

Change of Mind: If you are not entirely satisfied with your purchase, you may log a return request within 7 calendar days of receipt.
Written Request: To qualify for a return, your request must be submitted in writing to info@bespokehome.co.za no later than the 7th day after delivery.

CONDITION OF RETURNED ITEMS

To qualify for a refund, returned items must meet the following criteria:

Must be in new, unused, and original condition.
All original tags, labels, and packaging must be intact and undamaged.
We do not accept returns on lighting, lamps, or wall fixtures that have been installed.
Items that are returned damaged, soiled, or altered will not be accepted and will be sent back to the customer.

RETURN SHIPPING AND COSTS

Customer Change of Mind: The cost and responsibility of return shipping rest solely with the customer. We recommend using a tracked courier service. Bespoke Home cannot be held liable for packages lost, stolen, or damaged during return transit.
Defective, Damaged, or Incorrect Items: If you receive an item that is damaged, defective, or incorrect, please notify us within 7 days of receipt with photos of the product and packaging. We will arrange for our courier to collect the item at no cost to you.
Original Shipping Charges: Original shipping charges are non-refundable unless the return is due to our error (defective or incorrect item).

FINAL SALE AND NON-RETURNABLE ITEMS

The following items are custom-made, highly fragile, or bespoke, and are considered final sale:

Custom orders and made-to-order items
Furniture and Artwork
Chandeliers
Sale/Clearance items
Restocking Fee Note: At our sole discretion, if a return is approved for a final sale item, a 20% restocking fee will apply, and the balance will be issued as an electronic gift card.

HOW TO INITIATE A RETURN

Step 1 (Log the Request): Email us at [Insert Support Email] with your order number and the reason for the return.
Step 2 (Await Written Approval): Our team will review your request and send you a written approval along with instructions.
Step 3 (Arrange Handover): Once approved, please arrange to drop off the item or have it collected by our couriers within a reasonable, mutually agreed-upon timeframe (typically scheduled within 48-72 hours of approval to ensure product integrity).

Physical Return Address will be supplied via email.

REFUND PROCESSING TIMES

Once your return is received and inspected at our warehouse, we will send you an email confirmation.
Approved Refunds: Will be processed back to your original payment method or issued as an electronic gift card (depending on your preference and eligibility) within 5 to 7 business days of receipt.