Introduction At Woven Bliss, we are committed to ensuring your satisfaction with our products. If for any reason you are not completely happy with your purchase, our Returns and Repairs Policy is here to help. This policy aligns with the Consumer Protection Act (CPA) and the National Credit Act (NCA) of South Africa.
1. Returns Policy
1.1. Eligibility for Returns
- Time Frame: You may return most new, unused items within 30 days of delivery for a full refund.
- Condition: Items must be returned in their original condition, unwashed, and free of any damage.
- Exclusions: Custom-sized rugs, Stair Rods and Brackets, and entrance mats are non-returnable unless defective.
1.2. How to Initiate a Return
- Contact Us: Email us at orders@wovenbliss.co.za to initiate a return. Please provide your order number and the reason for the return.
- Return Shipping: Once your return is approved, you will receive a return authorization number and instructions on where to send your item. Return shipping costs are the responsibility of the customer, unless the item is defective or an error occurred on our part.
- Packaging: Please ensure the item is securely packaged to prevent damage during transit.
1.3. Refunds
- Processing Time: Refunds will be processed within 15 business days of receiving the returned item.
- Method of Refund: Refunds will be issued to the original method of payment. Please note that it may take additional time for the refund to appear in your account, depending on your bank or credit card issuer.
- Non-refundable Fees: Shipping and handling fees are non-refundable, unless the item is defective or an error occurred on our part.
2. Repairs Policy
2.1. Eligibility for Repairs
- Warranty Period: We offer a six-month warranty on all our rugs and runners against manufacturing defects, in accordance with the CPA.
- Exclusions: This warranty does not cover damage caused by normal wear and tear, accidents, misuse, or improper care.
2.2. How to Initiate a Repair
- Contact Us: If you believe your item has a manufacturing defect, please email us at orders@wovenbliss.co.za. Provide your order number, a description of the issue, and any relevant photos.
- Assessment: Our team will assess the issue and determine if it falls under our warranty.
2.3. Repair Process
- Approval: If your repair is approved, you will receive a repair authorization number and instructions on how to send the item to us.
- Repair Time: Repairs typically take 2–4 weeks, depending on the complexity of the issue.
- Return Shipping: We will cover the cost of return shipping for repaired items.
3. Exchanges
- Exchanges: We do not offer direct exchanges. If you wish to exchange an item, please follow the return process and place a new order for the desired item.
4. Compliance with the National Credit Act
- Credit Purchases: If you have purchased items on credit, any returns and refunds will be handled in compliance with the NCA. We will provide all necessary documentation to your credit provider and ensure any refunds are processed correctly against your credit account.
5. Contact Information
If you have any questions or need assistance with a return or repair, please contact us:
Woven Bliss Email: info@wovenbliss.co.za
