Terms & Conditions

Definitions and Interpretations

1. 1. In these Conditions:

      The Customer

      means the person whose order for the Goods and Services is accepted by the Supplier, or that person’s representative, who by contacting the Supplier, warrants his or her authority, and excludes minors, those lacking the legal capacity to contract and any organ of State;

      Commencement date

      means the date on which the first payment is received from the Customer;

      The Contract

      means the standard terms and conditions of sale set out in this document;

      The Delivery Date

      means the time and date by which the Goods and Services are to be delivered, which may be extended where required by the Supplier, provided the Customer is promptly informed of the new time and/or date;

      The Goods

      means the goods which the Supplier is to supply to the Customer in accordance with these Conditions;

      The Services

      means the Services to be provided to the Customer as set out in the Website;

      The Supplier

      means Hertex Fabrics (Proprietary) Limited, a private company incorporated in South Africa with registration number 1951/002375/07 with their principal office at 12 Bella Rosa Street, Rosenpark, Bellville, Western Cape,

      The Website

      means the Supplier’s website at www.hertexhaus.co.za which may be updated from time to time.

Basis of Sale and Service

1. 1. The Customer is deemed to make an offer to the Supplier by placing an order for the Goods and Services by either completing the relevant information on the Website, or by approaching the Supplier by other means.
   2. The Contract is concluded once the Supplier has received acceptable proof of receipt of the Customer’s payment.
   3. It is recorded that such Contract does not result from any direct marketing, but is rather concluded at the initiative of the Customer.
   4. No change to the Contract will be binding on the parties unless the change has been agreed to in writing between the Customer and the authorised representative of the Supplier.
   5. By placing the order or signing up on the Website, the Customer grants the Supplier the right to address marketing material and other correspondence related to the Goods and Services to the Customer, including marketing material which reaches the Consumer outside of ordinary office hours.
   6. Any typing, clerical or other accidental errors or omissions in any sales literature, quotation, price list, acceptance of offer, invoice or other document or information issued by the Supplier may be corrected by the Supplier without any liability on the part of the Supplier.
   7. The Supplier is entitled to cancel an order should circumstances so require, and shall only be liable to refund monies already paid by the Customer to the Supplier in respect of such a cancelled order.
2. The Goods and Services
   1. Illustrations, photographs or descriptions on the website or in any brochures, price lists or other documents issued by the Supplier are intended as a guide only and the Customer will be entitled to rely on descriptions or samples of only the specific Goods ordered by the Customer.
   2. The Supplier reserves the right to make any changes in the specification of the Goods which are required to conform with any applicable safety or other statutory or regulatory requirements or which do not materially affect their quality or performance.
   3. If there is an unavoidable delay caused by unforeseen circumstances, including labour stoppage, weather, delays in the Supplier’s contractors’ operations, interruptions of electricity, etc. or any delays caused by the Customer resulting in a delay in delivery of the Goods, the Supplier will timeously inform the Customer of this delay and will not be guilty of breach of contract as a result.
   4. Volumes of the Goods sold on the Website are limited. The Supplier will make all reasonable efforts update the website and its advertising timeously regarding any product as soon as stock is no longer available. However, should any product still be offered after stocks having been sold out, the Supplier will only be liable to refund monies where it is unable to fulfil orders at advertised prices.
   5. The Supplier records that the Customer has not informed it of a particular purpose for which the Goods are acquired, or the use to which the Customer intends to apply the Goods.
   6.  The Supplier will not be liable for any theft, loss or damage of the Customer’s property unless the theft, loss or damage was caused by the Supplier’s recklessness.

Price

1. 1. The price of the Goods and Services shall be the price reflected on the Website current at the date of acceptance of the Customer’s order.
   2. The Supplier reserves the right, by giving reasonable notice to the Customer at any time before delivery, to increase the price of the Goods and Services to reflect any increase in the cost to the Supplier which is due to any factor beyond the control of the Supplier (such as, without limitation, any foreign exchange fluctuation, currency regulation, alteration of duties, significant increase in the costs of labour, materials or other costs of manufacture), any change in delivery dates, quantities or specifications for the Goods and Services which are requested by the Customer, or any delay caused by any instructions by the Customer or failure of the Customer to give the Supplier adequate information or instructions.
   3. Except as otherwise stated under the terms of any quotation or the pricing reflected on the website, all prices are inclusive of the Supplier’s charges for packaging and transport.
   4. The price on the website is inclusive of value-added tax (currently at 15%), which the Customer shall pay the Supplier in addition to the said price.
   5. Subject to clause 6.a, standard delivery is free for orders totalling R1 500.00 or more across South Africa. All other orders carry a flat rate delivery charge of R150.00. Please note that outlying areas may incur a shipping delay and surcharge. We will let you know if this applies to your order before we dispatch the goods. 
   6. We also deliver to Namibia, for a minimum spend of R4 000. Please contact us for more information, as your order may incur some additional charges. 

Payment

1. 1. The time of payment is a material term of the Contract. If the Customer fails to make any payment on the due date in respect of the price or any other sum due under these terms and conditions, then the Supplier shall not be bound by the transaction.
   2. All payments shall be made to the Supplier by using one of the payment mechanisms on the website.
   3. In order to protect the Supplier’s and Customers’ interests, the Supplier scrutinises all transactions very carefully to prevent attempted fraud. A transaction may be refused if the Supplier is not satisfied with its legitimacy, in which case the Consumer will be notified so that where appropriate alternative arrangements can be made for payment.

Delivery and Performance

1. 1. Subject to availability and receipt of full payment, delivery of the Goods shall be made by the Supplier’s contractor to an address specified by the Customer within the Republic of South Africa. If delivery is required outside the Republic, the Customer is requested to email our helpline at onlineorders@hertex.co.za and a quotation for the delivery charges will be supplied.
   2. The Supplier or their courier will inform the Customer of the expected delivery time of the order but the Supplier will not be liable for any loss caused by a delay for reasons beyond the Supplier / courier’s control.
   3. If delivery is not taken by the Customer after a reasonable number of attempts by the courier, the Goods will be retained by the Supplier for a period of 8 weeks, whereafter the Goods will be regarded as having been abandoned and the Supplier will be entitled to deal with the Goods as it wishes and for its own account.
   4. Pick up in store - should you choose to pick up your order from us, kindly note we have only one pick up location which is at our DC in Bellville, Cape Town. 
2. Passing of ownership, care instructions and product recall
   1. Notwithstanding delivery, ownership of the Goods shall not pass to the Customer until the Supplier has received in cash or cleared funds payment in full of the price of the Goods and Services and any other debt owed by the Customer to the Supplier.
   2.  The Customer is advised to treat the Goods strictly in accordance with the care instructions on the Website.
   3. In the unlikely event of a product recall by the Supplier, the Customer undertakes to assist the Supplier in recovering all affected Goods.

Warnings and instructions

1. 1. Please take great care when unwrapping and disposing of the packaging in which our Goods are supplied. Keep the packaging away from children and other vulnerable people. Use appropriate equipment such as scissors to remove the packaging. Children and infants can choke on the plastic and other packaging materials or get strangled, sharp edges can cause cuts and none of the packaging is edible and may be poisonous if ingested.
   2. Where possible, remove packaging and use our Goods in a responsible manner as to avoid injury. Rugs should be used with an Anti-Slip underlay or secured to avoid users slipping when rugs are placed on slippery surfaces.
   3. Our Goods should be kept dry, save when for example towels are in use. Any of our Goods may stain adjacent materials if they are allowed to get wet.
   4. Take all reasonable precautions to guard against fire at the premises where our Goods are used or stored. Our Goods may be flammable.

Returns

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 or collection fee will apply. You may exchange for a different item or return for a refund. Please see below for more detail on our Returns Policy. 

a: 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. A collection fee will apply. 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 all of their original packaging, a clear 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. The reason we request the original packaging is to ensure the item arrives back at our distribution centre in a saleable condition. You may be liable for any damages that occur in transit should an item not be correctly packaged. 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 and will advise you of any fees that apply. Please allow extra time for this during busy periods. 
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. If a refund is processed, the amount refunded will depend on the fees that apply. 
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. You will be refunded in full for the returned items, less any collection fees that apply. 
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.

b: 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 and collection free 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 all of their original packaging, a clear 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.  The reason we request the original packaging is to ensure the item arrives back at our distribution centre in a saleable condition. You may be liable for any damages that occur in transit should an item not be correctly packaged. 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 and will advise you of any fees that apply. Please allow extra time for this during busy periods.
   
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. If a refund is processed, the amount refunded will depend on the fees that apply. 
   
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. Please allow extra time for this during busy periods. You will be refunded in full for the returned items, less any collection fees that apply. 

c: 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. 

d: 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.  

Liability

Except in respect of harm caused by the Supplier’s gross negligence, the Supplier will not be liable for damages, loss, costs, claims or expenses (whether caused by the Supplier’s servants or agents or otherwise) which arise out of or in connection with the supply of the Goods and / or Services.

Force Majeure

In the event that either party is prevented from fulfilling its obligations under this Contract by reason of any supervening event beyond its control including but not limited to war, national emergency, flood, earthquake, strike or lockout, weather, illness etc. the party shall not be deemed to be in breach of its obligations under this Contract. The party shall immediately give notice of this to the other party and must take all reasonable steps to resume performance of its obligations.
If and when the period of such incapacity exceeds six months, then this Contract shall automatically terminate unless the parties first agree otherwise in writing.
Each party shall however be liable to pay to the other damages for any breach of this Contract and all expenses and costs incurred (including legal expenses charged on an attorney and own client scale and collection commission) by that party in enforcing its rights under this Contract.

Waiver

No waiver by the Supplier of any breach of the Contract by the Customer shall be considered as a waiver of any subsequent breach of the same or any other provision.

Severability

If any provision of these Conditions is held by any competent authority to be invalid or unenforceable in whole or in part the validity of the other provisions of these Conditions and the remainder of the provision in question shall not be affected by this finding.

Governing Law and Jurisdiction

The Contract is governed by the law of South Africa, save where the Customer places the order from abroad if applicable. 

HAUS Online Offer Codes

If you received a discount code from us, please note that the specific code is valid exclusively for your use and carries its own terms and conditions depending on what is advertised. You can only use your code for your first online purchase, provided you signed up during the specified validity period. The code cannot be combined with other discounts, applies only to full-price products, and is not valid on sale items. This code is for online use only and cannot be redeemed in-store. You must be logged in to your HAUS Online account to redeem your unique code at checkout. 

HAUS is where the Heart Is Offer Code (XOXOHAUS) 

From HAUS with love. Shop online or in store this Valentine's Day and receive 14% off your purchase. Offer valid until midnight, Friday 14th February 2025. Offer valid on full priced HAUS products only, and while stocks last. Offer exclusively redeemable online at www.hertexhaus.co.za or in any Hertex Showroom or HAUS Retail Store. Please use code XOXOHAUS at checkout to receive your 14% off. Subject to availability and not valid on any back orders. This code may be used multiple times, but is only valid until midnight on the 14th of February, 2025. 

Resolution of disputes:

Any dispute between us and you relating to these terms will be decided by arbitration, unless either of us applies for urgent legal action. The Arbitration will be heard at the Cape Town offices of the Arbitration Foundation of South Africa (“AFSA”) in terms of its rules. The arbitrator’s award may be made an order of court at your or our request. Should either party fail to comply with the rules of AFSA, the arbitrator may give default judgment in favour of the other party.

Changes to terms and conditions:

We reserve the right to change these terms and conditions from time to time where circumstances require, provided that such changes will be reasonable and will be communicated to the Customer on reasonable notice.

Information disclosure: