Returning products that are not defective
If you wish to return a product for any reason, you may do so within seven (7) days from the date of collection or delivery, provided that the item:
- Has not been used
- Is complete and in its original selling condition
- Remains sealed in its original packaging
To initiate a return, please email us at returns@qandahome.co.za, including:
- Clear photographs of the item(s)
- A brief explanation for the return or exchange
Our team will review your request within 72 hours and contact you to arrange the next steps.
For any further assistance, please call us at 0823183511
Returning products that are defective or damaged
It is the Customer’s responsibility to thoroughly inspect all goods upon delivery before signing that the goods have been received.
When a product is delivered damaged:
If a product arrives visibly damaged, you have the right to refuse delivery. Please ensure that you clearly indicate on the delivery note that the goods were not received, along with a brief description of the damage. The delivery driver or courier will return the item(s) to QandAHome.
We kindly ask that you immediately contact QandAHome to report the issue so we can assist you promptly.
Damage after delivery:
If any damage to a product becomes apparent after delivery, you must report it to QandAHome within 48 hours. The approval of a return or replacement in such cases is at QandAHome’s discretion.
We may request images of the damaged product(s) before arranging collection. QandAHome is committed to resolving issues with damaged items as quickly as possible.
To initiate a return, please email returns@qandahome.co.za with:
- Clear photographs of the damaged item(s)
- A brief explanation for the return or exchange
Our team will review your request within 72 hours and contact you to arrange the next steps.
For further assistance, please call us at 0823183511.
When a product is assembled and damaged:
If you want to return an assembled and damaged product. You can return the product and receive a 30% refund. You will also be charged standard courier fees to return the product.
When a product is assembled :
If you want to return an assembled product that is NOT damaged. You can log a complaint and ask for a refund. We will refund you 40% of the product cost and charge you standard courier fees to return the product to us.
Warranty Claims
Product Warranty Policy
All our products come with a six months warranty, unless otherwise specified .
Warranty Terms and Conditions
- A valid proof of purchase (original sales invoice or receipt) is required for all warranty claims.
- Warranties cover factory defects or faults only. Damages caused by wear and tear, negligence, abuse, accidents, or any causes unrelated to defective materials or workmanship are not covered.
- Warranty claims cannot be made if the product has been altered from its original state.
- Warranties apply only to products used for domestic purposes. Products used for commercial purposes are not covered unless explicitly stated on the invoice.
Warranty Claims Process
If, within six months of delivery, you discover that your product is:
- Defective or faulty
- Unsuitable for its intended purpose (as described in the product details)
- Not legally compliant
- Not reasonably durable (considering its use and product type)
QandA Home reserves the right to:
- Repair or replace the defective part (if available)
- Repair or replace the entire product (if available)
- If repair or replacement is not possible, offer an online credit or refund
We may request images of the defective product(s) before proceeding with any resolution.
To submit a warranty claim, please email returns@qandahome.co.za with:
- A detailed description of the issue
- Your original order number
- Clear photographs of the defective item(s)
Our team will review your request within 72 hours and contact you to arrange the next steps.
For further assistance, please call us at 0823183511.
Exchange Policy
We offer exchanges for products within 14 days of delivery,provided the item:
- Has not been used
- Is complete and in its original condition
- Remains sealed in its original packaging
How to Initiate an Exchange
Please email returns@qandahome.co.za provide the details of the item(s) you wish to exchange, and we will coordinate with our delivery partners to arrange a convenient pick-up and drop-off date. Please note that exchanges are subject to product availability at the time of the request.
Refund for Exchange of Lower-Cost Items
If you choose to exchange an item for one of lesser value, the difference will be refunded to you. Kindly note that it may take up to 14 business days for the refund to reflect in your South African bank account.
Exchange for Higher-Cost Items
If you wish to exchange for an item that costs more than your original selection, our team will assist you in processing the exchange and the additional charge.
Delivery Time for Exchanged Products
Delivery times for exchanged products may vary based on your location.
Exchange Shipping Fees
There are no shipping fees for exchanges.
Packaging Requirements
To ensure the safe return of the item, please return it in its original packaging. We take great care in packaging our products to prevent damage during delivery, and we request that you do the same when returning items.
Condition of Exchanged Products
Exchanges will only be accepted for products that are in new, unused condition. Items that are scratched, stained, damaged, altered, or otherwise modified will not be eligible for exchange.
For further assistance or inquiries, please do not hesitate to contact our customer care team.
Important to note:
Handling Charges for Non-Defective Products
For non-defective products, a handling/administration fee will apply. The fee is at our discretion and will be a minimum of 5% or R100 (Hundred Rand), whichever is greater. This amount will be deducted from your refund or credit.
Non-Returnable Items
Due to hygiene reasons, linen products and mattresses cannot be returned once opened or used. The return of these items is at the discretion of QandAHome.
Return Costs for Non-Defective Items
In accordance with Section 44(2) of the Electronic Communications and Transactions Act, No. 25 of 2002, for non-defective items, you (the customer) are responsible for the delivery and collection costs of the returned products.
- Cooling-Off Period: According to the ECT Act, consumers have a 7-day cooling-off period to return or cancel a transaction without penalty. However, if the goods were dispatched or shipped within this period, the customer is still liable for the cost of returning the items, including the delivery fee for the initial order, a collection fee (equivalent to the delivery charge), and any applicable handling fees.
- This applies even if you took advantage of a free delivery promotion.
- Exceptions: The cooling-off period does not apply if the product has been assembled, partly assembled, or if the original packaging has been discarded.
Packaging Requirements
- If the original packaging has been discarded, it is your responsibility to ensure that the products are reasonably packaged and protected before returning.
- Any damages that occur due to insufficient or absent packaging will incur additional charges, which you (the customer) will be liable for at QandAHome’s discretion.
Assembly and Non-Returnable Items
- If you paid for assembly, assembled items cannot be returned.
Quality Control and Refund Processing
- Quality control inspection may take up to 3 working days.
- Refunds can take up to 7 working days to process, and an additional 5 working days for the funds to reflect in your bank account.
Damage Reporting and Liability
- Visible Damage at Delivery: QandAHome cannot be held liable for any damages that are visible at the time of delivery and were not indicated on the proof of receipt/delivery.
- Damage Reported After 48 Hours: If damage is reported more than 48 hours after delivery, it will be assumed that the damage occurred post-delivery.
- Damage During Assembly: If damage occurs during assembly by the customer, QandAHome will not be held liable for any such damage and will not process a return or refund.
Defective Items and Associated Costs
- Defective Items: In the case of defective items, QandAHome will cover the collection and delivery costs for the replacement.
- Non-Defective Items: If upon inspection, a product is found to be non-defective, you (the customer) will be responsible for all transport costs. Additionally, a discretionary handling/administration fee of 5% or R100 (whichever is greater) will be charged. The product will be returned in packaging similar to how it was originally received by QandAHome.
For further assistance, please contact us directly.