Carly Thella Home & Décor
We want you to love every item you purchase from us.
This Returns & Refund Policy explains our procedures for cancellations, returns, defective or damaged goods, and refunds. It forms part of our Terms & Conditions and should be read together with our Shipping Policy and Order Updates & Delivery Information.
1. Change-of-Mind & Statutory Cooling-Off Returns (7 Calendar Days)
Under Section 44 of South Africa’s Electronic Communications and Transactions Act (ECTA), eligible online purchases may be cancelled within 7 calendar days of receiving your order for a refund, subject to the exclusions below.
To qualify for a cooling-off or discretionary change-of-mind return, items must be:
Unused, unassembled, and in their original resaleable condition.
Returned in their original protective packaging (essential for fragile décor and furniture).
Accompanied by proof of purchase.
Where a request falls outside the 7-day statutory cooling-off window, Carly Thella Home & Décor may consider a discretionary return depending on the product type and condition, though statutory rights always take precedence where applicable.
2. Non-Returnable & Excluded Items
Unless defective, unsafe, or incorrectly supplied upon arrival, the following items are excluded from cooling-off and change-of-mind returns:
Made-to-Order, Custom & Specially Sourced Products: Items that are personalised, customised, made to order, specially sourced, or imported specifically following an order (typically carrying a 10–18 week lead time). Customers are encouraged to confirm all dimensions, finishes, and doorway/staircase access before ordering.
Final-Sale Clearance Items: Clearance, promotional, or “voetstoots” sample items explicitly marked as final sale at the time of purchase.
Used or Customer-Damaged Goods: Items that have been assembled, altered, or damaged after delivery through misuse, negligence, or abnormal use.
3. Damaged, Incorrect or Missing Items
Please inspect your order upon arrival before signing the courier waybill if visible box damage is present. Any transit damage, incorrect items, or shortages should be reported to us preferably within 24 hours of delivery so we can promptly lodge a claim with our courier or supplier.
When reporting an issue, email concierge@carlythella.co.za or message +27 83 684 0853 on WhatsApp Business with:
Your order number
Clear photographs of the item
Clear photographs of the outer and inner packaging
A brief description of the issue
4. Defective Goods
If an item is defective or fails to meet applicable quality standards within 6 months of delivery, you are entitled to elect:
A repair
A replacement
Exclusions: This warranty covers manufacturing faults only and does not include normal wear and tear, accidental damage, fading or warping from direct sunlight or moisture, improper assembly, or misuse.
We may request photographs, videos, or an inspection of the goods to verify the defect before processing your chosen remedy. For verified manufacturing defects, Carly Thella Home & Décor will cover reasonable collection and replacement shipping costs.
.5. Out-of-Stock, Pre-Order & Back-Order Cancellations
If an in-stock item becomes unavailable after you place an order, or if we are unable to fulfil a pre-order or back order within a reasonable timeframe, we will contact you promptly to offer:
An alternative product
A revised availability timeframe
Cancellation and a full refund
6. Return Shipping & Delivery Charges
Change-of-Mind / Cooling-Off Returns: Original outbound delivery fees are non-refundable. The customer is responsible for the return courier cost (R195 for Small Decor / R400 for Heavy Furniture, or actual freight cost for oversized shipments). You may arrange return shipping through our courier partner (deducted from your refund) or return the item at your own expense using an insured, trackable courier.
Defective, Damaged or Incorrect Items: Where goods are returned due to a verified defect, transit damage, or an error on our part, Carly Thella Home & Décor will cover all collection and replacement shipping costs (or refund your original shipping fee if the entire order is returned).
7. Refund Processing
Once your returned item is received and inspected at our premises, approved refunds are processed within 5–15 business days via your original payment method (EFT or card reversal), unless a shorter timeframe is required by law.
We will notify you once your refund has been actioned; please allow additional clearing time for the funds to reflect depending on your bank or payment provider.
8. How to Initiate a Return
To request a return or report an issue, contact our team with your order number:
Email:concierge@carlythella.co.za
WhatsApp Business: +27 83 684 0853