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Refund Policy

A legal disclaimer

Refund & Returns Policy

 

Last Updated: 2026/02/26

At Krafted, we stand behind the quality of our industrial metal furniture. If you aren't completely satisfied with your purchase, we are here to help.

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1. The 7-Day "Cooling Off" Period (Online Purchases)

 

In accordance with the South African ECT Act, you are entitled to cancel your purchase within 7 days of receiving your goods for a full refund of the purchase price, provided:

  • The item is a standard stock item (not a custom build).

  • The item is unused, unassembled, and in its original packaging.

  • Return Shipping: You are responsible for the direct cost of returning the item to our workshop. We can arrange a collection for you, the cost of which will be deducted from your refund.

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2. Custom & Made-to-Order Items

 

Please note that Section 20 of the CPA and Section 42 of the ECT Act provide exceptions for goods made to a customer's specific specifications.

  • Non-Refundable: Items that are custom-sized, custom-colored (powder-coated to a specific RAL), or uniquely modified cannot be returned for a "change of mind."

  • Defects: Custom items are still fully covered by our Quality Guarantee (see Section 3).

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3. Quality Guarantee & Defective Goods

 

Under the Consumer Protection Act (CPA), all our furniture carries an implied 6-month warranty against manufacturing defects.

  • Our Responsibility: If a weld fails, the metal structural integrity is compromised, or the finish is defective upon arrival, we will—at your choice—repair, replace, or refund the item.

  • Cost: We will cover all collection and redelivery costs for verified defective items.

  • Exclusions: This warranty does not cover "fair wear and tear," rust caused by exposure to salt air (unless rated for outdoor use), or damage caused by misuse or overloading.

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4. Damaged in Transit

 

Metal furniture is tough, but couriers can be tougher.

  • Please inspect your delivery immediately. If the packaging is visibly damaged, please note this on the courier's waybill.

  • Report any transit damage to us at support@krafted.co.za within 24 hours with photos of the packaging and the product.

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5. How to Initiate a Return

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  1. Email support@krafted.co.za with your order number and the reason for the return.

  2. We will review your request and, if approved, provide a Return Authorization Number.

  3. For heavy items, we will provide a quote for professional furniture movers to collect the piece.

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6. Processing Your Refund

 

Once your return is received and inspected (usually within 3–5 business days), we will process your refund.

  • Refunds are issued via the original payment method.

  • Please allow 5–10 business days for the funds to reflect in your account, depending on your bank.

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