Scatter Cushion Covers

Refund Policy

At ScatterCushionCovers.co.za, we want you to shop with confidence. This Refund Policy explains when you may qualify for a repair, replacement, refund, store credit, or return, and how we handle custom-made orders. This policy is intended to work alongside your rights under the Consumer Protection Act, 2008 (South Africa).

1. Our Approach

Because many of our products are made to order, we distinguish between defective, incorrect, or damaged items and change-of-mind or preference-based returns.

If an item is faulty because of a manufacturing defect, workmanship issue, or because we supplied the wrong item, you may qualify for a repair, replacement, or refund in accordance with South African consumer law.

2. Defective, Damaged, or Incorrect Items

You may contact us if:

  • your order arrives damaged
  • the wrong item, size, or fabric was supplied
  • there is a clear manufacturing defect
  • there is a workmanship fault such as failed stitching or a faulty zip under normal intended use

Where a product qualifies as defective, we may assess the item and then offer one of the following remedies:

  • repair
  • replacement
  • refund

3. Custom-Made and Made-to-Order Items

Most of our cushion covers are made to order, which means they are produced according to the size, fabric, and style selected by the customer.

For that reason, custom-made items are generally not refundable or returnable for change of mind, including where:

  • you no longer want the item
  • the colour is not what you expected from your screen
  • you ordered the wrong size
  • you changed your décor plans after ordering
  • you prefer a different fabric, trim, or finish after production has started or the item has been completed

However, custom-made items are still covered if they are defective, incorrectly made, or if we supplied the wrong item. Nothing in this policy limits your statutory rights where the law applies.

4. Change-of-Mind Returns

We do not accept returns or issue refunds for change of mind on made-to-order or custom products.

For any non-custom, standard-stock item, a return may be considered at our discretion if:

  • the item is unused
  • it is in its original condition
  • it is returned in original packaging where applicable
  • the return is requested promptly after delivery
  • the item is not excluded for hygiene, customisation, clearance, or special-order reasons

If we accept a discretionary return for a non-defective item, the customer may be responsible for return shipping and any direct costs incurred.

5. Online Sales and Cooling-Off

Where a sale results specifically from direct marketing, consumers may have a statutory cooling-off right to cancel within 5 business days, subject to applicable law and exclusions.

For clarity, not every online order automatically qualifies for a direct-marketing cancellation right. Custom-made goods and orders already in production may also be treated differently where the law allows.

6. What Is Not Covered

The following are generally not considered defects and do not automatically qualify for a refund:

  • normal wear and tear
  • fading from unusual sun exposure
  • pet damage
  • accidental damage after delivery
  • misuse or abuse
  • washing or cleaning contrary to care instructions
  • damage caused by bleach, harsh chemicals, or improper handling
  • slight colour variation between on-screen images and the actual fabric
  • dissatisfaction with a correctly supplied custom order made according to your selections

7. Return Request Process

To request a return, repair, replacement, or refund, please contact us with:

  • your full name
  • order number
  • contact details
  • clear photos of the item
  • a short description of the issue

We may ask you to return the product for inspection before approving a final remedy.

Please do not send items back without first contacting us.

8. Timeframes

Please inspect your order as soon as it arrives.

  • If your order was delivered damaged, incorrect, or incomplete, notify us as soon as reasonably possible.
  • If you believe your item is defective, notify us within a reasonable time after discovering the issue.
  • Defective goods are subject to the implied 6-month warranty under applicable South African consumer law.

9. Refund Method

Where a refund is approved, it will usually be processed back to the original payment method used for the purchase, unless another method is agreed.

We may withhold a refund until:

  • the goods have been returned where required
  • the goods have been inspected, where inspection is reasonably necessary

10. Shipping Costs

If the return is due to our error, a defective product, or another qualifying issue under applicable consumer law, return shipping or collection will be handled at our risk and expense where required.

If a discretionary return is accepted for a non-defective item, return shipping costs may be for the customer’s account.

11. Repairs and Replacements

Where appropriate, we may choose to repair or replace a qualifying item before issuing a refund, subject to your rights under applicable law.

If the original fabric is no longer available, we may offer:

  • the closest available equivalent
  • store credit
  • another fair remedy depending on the circumstances

12. Contact Us

For return and refund requests, please contact:

ScatterCushionCovers.co.za
Email: c@scattercushioncovers.co.za