Returns and Refund Policy

HAUS Online Exchange, Returns and Refund Policy 

You may request a return or exchange on most of our products provided they are in their new, unopened condition and that it is within 30 days of delivery. A handling fee may apply. You may exchange for a different item or return for a refund. Please see below for more detail on our Returns Policy. 

Cooling off Period – Returns within 7 days:

Section 44 of the Electronic Communications and Transactions Act may apply to your Online transaction. You may be entitled to cancel an Online order if it has not yet been dispatched. You may be entitled to return item/s once they have been delivered, providing the item/s are in the original packaging, unused and in their original condition. The following procedure must be followed to ensure your return is dealt with timeously: 

  1. You are obliged to advise us in writing within 7 (seven) days of receipt of items should you wish to create a return. You must do this by emailing onlineorders@hertex.co.za to start the process.
  2. Items must be packaged in their original packaging, a photo of which we require to arrange for the collection by our Couriers or Local Drivers. If items are not packaged in their original packaging, we will not be able to accept the return. Please contact us should you need further assistance in this regard.
  3. Our Customer Care Team will process your return once they have received your photographs. They will arrange for the collection to take place at a time that is convenient for all parties.
  4. Once the item/s are received back at our DC, and assessed for resale your order refund or exchange will be processed. Please allow extra time for this during busy periods such as sale times or over Black Friday.
  5. Should you wish to have an exchange, the new item will be sent out to you within a reasonable amount of time.
  6. Should you wish to have a refund, this will be processed accordingly. A refund can take up to 14 working days to be processed by our Team. Please allow extra time for this during busy periods.
  7. Your exchange will be delivered to you within due course. 

    Certain goods are not eligible for returns. If you are unsure, please contact us prior to placing your Online order. Any goods that have been modified in any way for your personal use will not be eligible for a return of any kind.

    Returns or exchanges outside of the Cooling Off Period:

    You may request to return most of our products within 30 days of delivery. A handling fee will apply to all returns that fall outside of the Cooling Off Period, unless an item is deemed to be Faulty. 

    The below procedure must be followed to ensure your return is dealt with timeously: 

    1. You are obliged to advise us in writing within 30 (thirty) days of receipt of items should you wish to create a return. You must do this by emailing onlineorders@hertex.co.za to start the process.
    2. Items must be packaged in their original packaging, a photo of which we require to arrange for the collection by our Couriers or Local Drivers. If items are not packaged in their original packaging, we will not be able to accept the return. It is imperative that an item is correctly packaged for return to avoid any damage in transit. Please contact us should you need further assistance in this regard.
    3. Our Customer Care Team will process your return once they have received your photographs. They will arrange for the collection to take place at a time that is convenient for all parties.
    4. Once the item/s are received back at our DC, they will be assessed for resale. Your refund or exchange will be processed in due course. Please allow extra time for this during busy periods such as sale times or over Black Friday:
    5. Should you wish to have an exchange, the new item will be sent out to you within a reasonable amount of time. The original delivery instructions will apply unless we are otherwise advised.
    6. Should you wish to have a refund, this will be processed accordingly. A refund can take up to 14 working days to be processed by our Team. 

      Incorrect Items Received:

      While every effort is made to fulfil your order perfectly, mistakes do happen from time to time. Should you receive an incorrect item, or the incorrect quantity of an item please advise us by email to onlineorders@hertex.co.za immediately upon noticing the error. We will rectify this for you as quickly as we can. Please allow extra time for this during busy periods. 

      Faulty or Damaged Items Received:

      We offer you a beautiful range of Furniture, Rugs & Homeware items that are meticulously sourced and manufactured and offered to you at the highest level of quality. Now and then we may experience manufacturing faults within certain items, as well as items that are produced in such a way that they are ‘Perfectly Imperfect’. These items include those made from Recycled Materials, or other Hand Made or Hand Finished items.

      Should you receive an item from us that you feel has not met our Quality Standards, please inform us in writing by emailing onlineorders@hertex.co.za immediately upon noticing the issue. We will do our utmost to ensure that your query is dealt with quickly and efficiently. Where an item is deemed to be faulty by our DC Team, we will replace or refund you accordingly and in due course. Please ensure you follow the below procedure to allow for accurate and timeous processing of your query: 

      1. Please advise us in writing immediately upon noticing the issue. You must do this by emailing onlineorders@hertex.co.za to log your query.
      2. Items must be packaged in their original packaging wherever possible, a photo of which we require to arrange for the collection by our Couriers or Local Drivers. Please advise us in your original request should you need further assistance in this regard. It is imperative that an item is correctly packaged for return to avoid any damage in transit.
      3. Our Customer Care Team will process your query once they have received your photographs. They will arrange for the collection to take place at a time that is convenient for all parties.
      4. Once the item/s are received back at our DC, we will examine them:
        • Please note that normal wear and tear, damage arising from inadequate care, or damage arising from negligence in return transit or in your use will not be considered for examination.
        • In this case we will return the item to you and will not offer you an exchange or refund.
      5. Should the item be deemed Faulty, we will contact you to offer you an exchange. Should you prefer a refund kindly advise us at this time, with a reason as to why you do not wish to have an exchange. Please allow extra time for processing these queries during busy periods such as sale times or over Black Friday. 

      Please note that items that have been received by you and altered or changed in any way will not be considered for exchange or return.  

      We wish to offer you the best possible service and experience. Should you have any queries or concerns relating to our HAUS Online Returns Policy please contact us in writing to onlineorders@hertex.co.za