Returns and Refund Policy

HAUS Online Returns Policy: Rugs and Homeware Items

• Any goods that have been modified in any way will not be eligible for a return or exchange of any kind.
• Rugs and homeware cannot be returned after thirty (30) calendar days from the date of delivery, unless the product becomes defective within six (6) months from the date of delivery for rugs and homeware, and twelve (12) months from the date of delivery for furniture items (assuming they have been used for their general intended purpose).
• In the unlikely event of a product being defective, it may be returned within six (6) months after the date of invoice, or twelve (12) months for furniture items, provided the product has been kept in good condition during the period, has been used for its intended purpose, and cared for according to any instructions that accompanied the goods.
• For public health reasons, we cannot accept returns on the following items: bed linen and bedding; towels; crockery and cutlery; and cushion inners, unless in sellable condition and in the original packaging.
• Products can be returned to Hertex showrooms or HAUS stores or collected by our courier for return. (Please note, transport costs will apply.) For HAUS online orders, a return request must be submitted by email to onlineorders@hertex.co.za. Please see below for our full online returns policy.
• All products received for return/exchange consideration will be inspected before authorisation is granted for exchange/refund or credit.
• Replacements for retail customers may only be processed once the item has been inspected by a HAUS consultant in-store or the item has been inspected at the Distribution Centre. If the customer requires this to be done at the same time, a payment will need to be made in full for the replacement and the customer will be credited/refunded once the original item has been collected.
• No credits (price differences, etc.) will be given after thirty (30) days from the date of the original delivery.
• No quality complaints will be accepted fifteen (15) days after the date of invoice. For HAUS online orders, quality complaints must be submitted by email to onlineorders@hertex.co.za. Please see below for our full online returns policy.
• Discontinued or sale items purchased in-store cannot be returned for a refund; these can only be exchanged within seven (7) days of purchase. Online sale items can only be exchanged within seven (7) days of delivery. 
• No returns will be accepted without a valid reason provided in writing and approval from a sales manager.
• Rugs with a width variation of ±5% cannot be returned for credit as this is deemed a fair variance.
• Credit can be granted only once the central Distribution Centre has received the rug or homeware item, and the required documentation and an inspection has been completed to ensure that the item is in its original condition.
• No returns will be accepted without a copy of the original invoice or without the online order number (online orders only).
• Cancelled and/or returned items are subject to a minimum handling fee of R250.00 (excluding VAT per item).
This fee may not apply to orders if returned within seven (7) days of delivery.
• Where multiple goods or larger items such as furniture are being returned, special transport arrangements may be required. The customer will be provided with a quotation, and these charges will be for their account.

The following items are deemed to be too large to return to a showroom or store:
– All furniture items
– All rugs
– All lighting
– All wall décor, including wall art and mirrors
– All planters
– All laundry baskets and pet beds

• If goods are found to be defective, the supplier will refund the collection charge.
• Where stock has been requested from the Distribution Centre and is subsequently returned, the relevant transport costs will be charged to the customer.
• If a non-defective rug or homeware item is returned to the Distribution Centre, the applicable transport costs will apply.
• Dye-lot variations occur among all rugs/homeware items and are unavoidable. Subtle textures, slubs, colour and weaving irregularities associated with items (especially those made of natural fibres) are not considered defects. The customer must examine the product before accepting delivery thereof.
• Viscose rugs tend to shed for the first few weeks, as excess fibres not woven into the base come loose. Regular vacuuming is recommended a few times a week until shedding stops. The vacuuming process is very important as it helps to get rid of loose fibres more quickly. This will not compromise the quality of the rug in any way, as it is only the excess fibres coming out, not the fibres woven into the design.
• Hertex cannot be held responsible for any loss or damage suffered by a customer as a result of the product having been incorrectly cleaned or handled.
• No claims will be accepted if rugs or homeware items have been chemically treated after purchase.
• Hertex will not accept any responsibility for rugs or homeware items fading as a result of direct exposure to sunlight. Fading as a result of exposure to sunlight is considered fair wear and tear and in line with the normal end use for which the rug or homeware item is generally intended.
• Hertex will not be held responsible for any consequential loss as a result of a defective or hazardous product.
• Rugs should be used with an anti-slip underlay or secured to avoid accidents when placed on slippery surfaces.
• Hertex reserves the right to refuse any return in line with the above-mentioned terms.
• For goods to be credited, customers must supply Hertex with the following documentation and note the following: 

– Copy of invoice
– Proof of return (signed copy of delivery note)
– Written reason for return, signed off by a Hertex representative
– Name of the Hertex contact person who approved the credit
– The refund will be made in the same tender as the original payment
– The credit card holder must be present for exchanges/returns
• For goods to be credited, the item has to be returned in its original packaging, with the shipping label attached (wholesale).

For HAUS online returns, please note in addition to the above-mentioned terms:

• Items may not be returned to a Hertex showroom or HAUS store without prior arrangement.
• A return or exchange may be requested on most products, provided they are in their original packaging, unused and in their original condition, and that it is within thirty (30) days of delivery. A handling or collection fee will apply.
• If a return is requested within seven (7) days of receipt, the customer will be charged for return shipping only.
• If a return is requested after seven (7) days of receipt, but within thirty (30) days of receipt, the above-mentioned handling fee plus the return shipping fee will be charged.
• Online orders may be cancelled if they have not yet been processed.
• If a customer has received the incorrect item, they are obliged to advise us by email
(onlineorders@hertex.co.za) immediately upon noticing the error. All items must be checked upon receipt, regardless of when they will be used. If an order is placed for an upcoming project or renovation, the item/s must be checked upon receipt and not upon installation.

The following procedure applies specifically to HAUS online returns:

1. The customer is obliged to advise Hertex in writing, within the above-mentioned times, by emailing onlineorders@hertex.co.za if they wish to create a return.
2. Items must be packaged in all their original packaging, a clear photo of which is required to arrange a collection. Items that are not placed in their original packaging will not be eligible for return or exchange. If clear photographs are not submitted, Hertex reserves the right to disallow the return or exchange.
3. Items that are not correctly packaged may become damaged in transit; this will be for the customer’s account. Hertex’s acceptance of the photographs does not deem the item to be correctly packaged. The item remains the customer’s responsibility until it is received and checked by the Hertex team.
4. Hertex will process the return and arrange for collection at a time that is agreed upon by the customer. Extra time should be allocated for this process during busy times, including sale times and the festive season.
5. Once Hertex receives the returned items, they will be assessed; if they are in an acceptable condition and correctly packaged, the refund or exchange can take place.
6. If a refund is requested, it will be refunded to the original payment method with the relevant handling or return shipping fees deducted from the refunded amount. Refunds can take up to fourteen (14) days to be processed and to reflect in the customer’s account. Please allow additional time over busy periods.
7. If an exchange is requested, the exchange will be to the value of the original item less any handling or shipping fees. Any amount exceeding this is for the customer’s account. The exchange will be arranged in due course. Please allow additional time over busy periods.

For further queries related to online returns or exchanges, please contact us by email
at onlineorders@hertex.co.za, or by WhatsApp on 066 410 5712.

Hertex reserves the right to change any or all of these policies at any time.