If something isn't right, we make it right.

At SofaScene, we are committed to providing quality furniture and a seamless shopping experience. Every product is quality-checked before delivery or collection. If you are not satisfied with your purchase, you may request a return within 7 days of receiving your order, subject to the conditions below and applicable consumer protection laws. To qualify for a return: • The item must be unused and in its original condition. • The item must be returned with its original packaging, accessories, and components, where applicable. • Proof of purchase, such as an invoice or order confirmation, must be provided. • The item must not have been damaged through misuse, negligence, or improper handling. All returns are subject to inspection and approval.

The following items may not be eligible for return unless they are defective or otherwise covered by applicable consumer protection laws: • Custom-made or made-to-order furniture manufactured to your specifications. • Products that have been used, altered, or damaged after delivery. • Products that have been assembled, modified, or repaired without our authorisation. • Items purchased for commercial use, unless specifically intended for such use.

We take product quality seriously. If you receive a product that is faulty, defective, damaged, or not in accordance with your order, please contact our Customer Care Team as soon as possible. Depending on the nature of the issue and applicable consumer protection laws, we may offer: • Repair of the defective item. • Replacement with the same or a suitable alternative product. • A refund where applicable. You may be asked to provide photographs or other information to help us assess the issue. Where a product is confirmed to be defective, SofaScene will arrange an appropriate resolution in accordance with applicable consumer protection laws.

If you receive an incorrect item, or your order is missing parts or accessories, please notify us as soon as possible. To help us resolve the issue: • Keep the original packaging and any product labels. • Provide your order number and a description of the issue. • Include photographs where necessary. Once the issue has been confirmed, SofaScene will arrange the missing items, a replacement, or another appropriate resolution. Where the error is attributable to SofaScene, reasonable collection and redelivery costs will be covered by us.

If you wish to return a product because you have changed your mind, the return may be accepted at SofaScene's discretion, subject to the product's condition and the applicable return conditions. For approved change-of-mind returns: • The item must be unused and in its original condition. • You may be responsible for collection or return transportation costs. • A reasonable handling fee may apply where permitted by law and agreed to in advance. • Custom-made and made-to-order products may be excluded. Nothing in this section limits any rights you may have under applicable consumer protection laws.

Certain SofaScene products may be manufactured or customised according to your selected specifications, including dimensions, fabrics, colours, and configurations. Once production has commenced, cancellation or changes to an order may not be possible. Returns or cancellations of made-to-order products will be considered in accordance with the order agreement and applicable consumer protection laws. This exclusion does not apply to defective goods or other circumstances where a refund or remedy is required by law.

If you wish to cancel an order, please contact SofaScene as soon as possible. Before production or dispatch: orders may be eligible for cancellation, and any applicable refund will be processed in accordance with the order terms and applicable consumer protection laws. After production or dispatch: orders that have entered production, been prepared for delivery, or already been dispatched may be subject to additional conditions. Any cancellation fees or costs will be communicated to you and applied only where permitted by law. After delivery: cancellation requests are handled in accordance with this policy and applicable consumer protection laws.

Once a return has been approved and the product received and inspected, SofaScene will process the applicable refund. Refunds are generally issued using the original payment method, unless another method is agreed upon or required by law. Please note: • Refund processing times may vary depending on the payment provider or financial institution. • Any applicable delivery or collection charges will be handled in accordance with the circumstances of the return and applicable consumer protection laws. • Where a refund is approved for a defective or incorrectly supplied product, the refund will include any amounts required by law. • You may be asked to provide proof of purchase and reasonable information to process the refund. We will communicate the expected refund processing time once the return has been approved.

Due to the size and nature of furniture products, returns may require special collection arrangements. Please contact our Customer Care Team before arranging transportation. Depending on the reason for the return: • SofaScene may arrange collection of the item. • Customers may be required to arrange transportation for approved change-of-mind returns. • Collection or transportation charges will be communicated in advance and applied only where permitted by law. Please do not return furniture to a showroom or warehouse without prior authorisation.

For purchases made through the SofaScene website, additional consumer rights may apply under South African law, including the Electronic Communications and Transactions Act and the Consumer Protection Act, where applicable. Customers may have statutory cancellation rights for certain online transactions, subject to applicable exceptions and conditions. Nothing in this policy is intended to limit any rights available to you under applicable South African law.

To initiate a return, exchange, or refund request, please contact our Customer Care Team with the following information: • Your full name. • Your order number or proof of purchase. • The product you wish to return. • The reason for the return. • Photographs of the product, where applicable. Our team will review your request and provide instructions on the next steps. Please do not arrange a return or dispose of the product before receiving confirmation from SofaScene.

For all returns, refunds, cancellations, and product-related enquiries, please contact: SofaScene Customer Care Team Email: info@sofascene.co.za Telephone / WhatsApp: +27 79 126 0767 Business hours: Mon–Thu 08:00–17:00 · Fri 08:00–16:45 · Sat 08:00–14:00 · Sun Closed