Refund policy

INTRODUCTION:

This policy will apply to all orders concluded by or with Collaro for the sale and/or supply of products in-store and on our online shop, collarohome.co.za (the Site). When you place an order, give any delivery instruction or accept delivery of any products from Collaro, that will constitute your unqualified acceptance of our Terms and Conditions and Privacy Policy. Nothing in this Privacy Policy affects your statutory rights.

ITEMS WHICH MAY NOT BE RETURNED, EXCHANGED OR REFUNDED:

Custom Orders:

You will be provided with a quotation for custom orders. It is your responsibility to verify the correctness of all information on the quotation before Collaro begins manufacturing.

Made-to-order items will not be eligible for refunds or exchanges as they have been manufactured specifically for you. 

You may not cancel your order whilst Collaro is within the lead time quoted. 

In exceptional cases where Collaro, has in their discretion, allowed for your order to be cancelled, you will forfeit any deposits or amounts already paid for said order.

Products Which Were Not Assembled by The Collaro Team:

Product assembly by customers is not recommended. Collaro will not accept any responsibility for items that are damaged due to incorrect assembly by customers. Such products will not be considered for refunds or returns.

Products Displayed in Collaro Showrooms:

If the item which you are purchasing is the particular product that is on display in one of the Collaro showrooms (as viewed by you), then the product is sold to you in the specific condition in which it is, based on your acceptance of the relevant product in that condition.

Sale, Promotion and Discounted Items:

Only regular priced items may be refunded. Sale, promotion, and discounted items may not be returned, exchanged, or refunded.

YOU MAY RETURN A PRODUCT IF:

Collaro will process your return request in the following circumstances:

  • If the item was purchased online (and is not a custom piece);
  • Section 44 of the Electronic Communications and Transaction Act (ECT) may apply to your electronic transactions. If you qualify as a consumer and your transaction qualifies as an electronic transaction under the ECT Act, and you change your mind about the product(s) within 7 (seven) business days of receiving said product(s), you must return it/them, in and undamaged and non-defective condition. The only charge you will incur is the direct cost of return (collection or initial delivery fee);
  • You may return a product if you have not had the opportunity to inspect the product and upon inspection the goods do not meet the type of quality reasonably expected from the agreement, within 10 (ten) business days of delivery. Collaro may charge an additional fee for wear and tear and for collection.
  • If the product is unused and in the same condition that you received it in and
  • To complete your return, we require the original invoice, a receipt or proof of purchase. 

RETURNS PROCEDURE:

Should you wish to return a product, you will have 14 days to log a return from the time that your product(s) has been collected/delivered to you.

Should you wish to return a product, you will need to log a return request following the below procedure dependant on where your product was purchased.

  • If you purchased a product from one of our showrooms, you are required to log a return by emailing info@collaro.co.za.
  • If you purchased a product online from our website, you will need to log a return/exchange request on your user account on the Site. If you have not registered an online account and used a guest check out, you are required to log a return by emailing info@collaro.co.za.
  • Once your return request has been logged, we will assess it.
  • Because you agreed to inspect your product(s) for defects or damage before accepting delivery, you are encouraged to submit photographic proof when you provide full reasons for alleging that the product is defective, including how the product was utilised during the period that it was in your possession.

Collaro will evaluate a return request and accept it if:

  • The defect exists at the time of collection or delivery.
  • The defect did not arise due to normal wear and tear or abuse/misuse by the customer.

If you have proven that a return is warranted, you may choose a refund, store credit, repair or exchange if possible.

Should we be of the opinion that your product is returnable we will contact you to arrange collection (at a fee) or advise you if you may drop off the product at our factory.

REFUNDS:

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item and we will later notify you of the approval or rejection of your refund. 

If you are approved, then your refund will be processed.

Allow 2 – 4 business days for the funds to reflect once the credit has been processed.

Late or Missing Refunds (if applicable) 

If you haven’t received a refund yet, first check your bank account again. 
Then contact your bank, it may take some time before your refund is officially posted. 
If you’ve done all of this and you still have not received your refund yet, please contact us at info@collaro.co.za. 

EXCHANGES:

We will only replace products that are received damaged or defective upon delivery.

GIFT CERTIFICATES:

Gift certificates and vouchers are not refundable and may not be redeemed for cash.