TERMS & CONDITIONS
Carly Thella Home & Décor
Welcome to Carly Thella Home & Décor.
These Terms & Conditions govern purchases, orders, payments, deliveries and use of our online store. By placing an order through our website or official WhatsApp Business channel, customers acknowledge the terms and policies made available to them before payment.
We encourage customers to review product descriptions, specifications, availability, delivery information and applicable store policies before completing a purchase.
1. Online Store Operations
Carly Thella Home & Décor operates exclusively as an online home furnishings and décor retailer. We do not operate a physical retail showroom or offer walk-in shopping or customer collections.
Administrative Office: Ballito, KwaZulu-Natal.
Dispatch Operations: Pinetown, KwaZulu-Natal.
All purchases are processed through our official website (www.carlythella.co.za) or authorised WhatsApp Business ordering channel (+27 83 684 0853).
2. Acceptance of Orders
Submitting an order or receiving an automated order acknowledgement does not necessarily constitute final acceptance of the order. Orders are subject to:
Successful payment verification.
Product availability and supplier confirmation.
Accurate pricing and product information.
Complete customer and delivery details.
Any necessary fraud-prevention checks.
Confirmation of applicable special-order specifications.
An order is accepted when Carly Thella Home & Décor confirms acceptance or commencement of fulfilment. We reserve the right to decline or cancel an order for a legitimate reason, including unavailable stock, a genuine pricing error, suspected fraudulent activity or an inability to fulfil the order. Where payment has been received for an order that cannot be accepted or fulfilled, the customer will be notified and refunded as required.
3. Product Information and Descriptions
We endeavour to provide accurate product descriptions, photographs, measurements, materials, finishes and specifications. Customers are responsible for reviewing this information before purchasing. Product photographs are intended to provide a reasonable representation of the item. Minor variations may occur due to:
Screen settings and photographic lighting.
Natural materials and grain patterns.
Handmade or artisanal finishes.
Manufacturing batches and production methods.
Reasonable manufacturing tolerances.
Such variations do not automatically constitute defects. However, products must substantially correspond with their descriptions and meet applicable quality requirements.
4. Product Measurements and Suitability
Customers must carefully review product dimensions before placing an order. Measurements should be checked against the intended space, including available floor area, entrances, staircases, lifts, doorways and other access points.
Carly Thella Home & Décor is not responsible for discretionary return or additional delivery costs arising solely from a customer’s incorrect measurements or unsuitable space, where accurate product information was provided. Where product measurements or specifications supplied by us are materially incorrect, the matter will be assessed and resolved appropriately.
5. Pricing and Website Errors
All prices are displayed in South African rand unless otherwise stated. Product prices, availability and promotional offers may change without prior notice before an order is accepted.
We reserve the right to correct genuine website errors, including incorrect prices, duplicate discounts, inaccurate descriptions and technical malfunctions. Where an error affects an order, we will contact the customer before proceeding. Additional payment will not be collected without the customer’s agreement. Where an order cannot lawfully or reasonably be fulfilled at the displayed price, the customer will be offered an appropriate resolution, including a refund where required.
6. Product Availability and Supplier Stock
Products displayed on our website may be held in our dispatch inventory or sourced through approved suppliers. Availability is subject to confirmation at the time of fulfilment. Supplier stock levels may change without notice, and items may become unavailable because of unexpected demand, supplier stock discrepancies, discontinued product ranges, manufacturing interruptions, import or transport delays, or inventory and system errors.
Where an item becomes unavailable after an order has been placed, we will notify the customer and offer the available options. We will not substitute a materially different product without the customer’s agreement. Where an order cannot be fulfilled, the applicable refund or cancellation rights will be honoured.
7. Sale, Clearance and Promotional Items
All sale, clearance, discounted and promotional items are final sale. These items are not eligible for voluntary change-of-mind returns, exchanges or refunds. Customers are responsible for reviewing product descriptions, dimensions, finishes and specifications before purchasing discounted items.
A reduced price does not automatically indicate that an item is defective. Where a product is discounted because of a specific disclosed imperfection, that condition will be considered when assessing any subsequent complaint. Final-sale conditions do not exclude genuine qualifying defects, incorrect supply or applicable cancellation rights.
8. Promotions, Discount Codes and Gift Offers
Promotional offers are subject to their published conditions and validity periods. Unless expressly stated otherwise, discount codes cannot be combined, and promotions cannot be applied retrospectively to completed purchases.
Offers are subject to product availability. Promotional codes may be restricted to eligible products or minimum order values. Complimentary items are subject to the conditions of the qualifying purchase. We reserve the right to reject invalid, expired, duplicated or fraudulently obtained promotional codes. Where a voluntary return affects a promotional bundle or complimentary gift, an appropriate and lawful adjustment may apply.
9. Order Processing
Standard orders may require up to seven business days for processing before dispatch. Processing may include payment verification, stock confirmation and allocation, supplier coordination, product inspection where practical, packaging and preparation, and courier scheduling.
Processing time is separate from the estimated delivery period unless expressly stated otherwise. Business days exclude weekends and South African public holidays. Where a product requires a different processing period, the applicable timeframe will be disclosed or confirmed.
10. Imported and Specially Sourced Products
Certain furniture, décor and speciality products are imported or sourced specifically for customer orders. These items generally have an estimated fulfilment period of 10–14 weeks, unless a different period is specified on the product page or agreed in writing.
Customers will be informed of the applicable estimated timeframe before payment. Import and sourcing timelines may be affected by manufacturing schedules, international shipping, customs clearance, port congestion, transport disruptions and supplier availability. Where a material delay occurs, we will communicate the revised estimate and applicable options. Estimated lead times do not remove cancellation or refund rights that apply to delayed or unavailable goods.
11. Custom-Made and Personalised Products
Custom-made and personalised products may require customer approval of specifications before production or sourcing begins. These may include dimensions and measurements, materials and finishes, colours and fabric selections, personalisation details, or quantities and special requirements.
Customers are responsible for reviewing and confirming the specifications supplied for approval. Once production or a binding supplier commitment has commenced, changes may not be possible. Discretionary cancellation may be subject to reasonable, disclosed and legally permitted costs. Custom-made and personalised products may be excluded from certain change-of-mind cancellation rights, but genuine qualifying defects and incorrect supply remain subject to applicable remedies.
12. Payment Methods and Verification
We accept the payment methods displayed at checkout or confirmed through an authorised payment link. Available payment methods may include electronic funds transfer, card payments, instant electronic payments and supported third-party payment or instalment services. Payment options are subject to provider availability and approval.
An order may be held pending successful payment verification. Proof-of-payment screenshots or notifications do not independently confirm that funds have cleared. We may request reasonable additional verification where a genuine payment or fraud concern exists. Customers must not disclose banking passwords, card PINs or one-time passwords to our representatives. Further payment conditions are provided in our Payment Policy.
13. Third-Party and Instalment Payments
Payments made through third-party providers are subject to the relevant provider’s terms, approval processes and settlement arrangements. Customers are responsible for understanding any instalment, repayment or credit obligations entered into with their chosen provider.
Carly Thella Home & Décor is not responsible for credit approval decisions or charges imposed independently by a payment provider, except where responsibility arises from our own conduct or applicable obligations. Refunds involving third-party payments will be coordinated through the relevant payment arrangements.
14. Shipping and Delivery
Delivery is arranged through third-party courier and transport providers. Delivery methods depend on the product’s dimensions, weight, fragility, destination and courier capabilities. Estimated delivery periods following dispatch are generally:
Standard décor and smaller items: 2–7 business days.
Bulky furniture and oversized items: 5–14 business days.
These are estimates and may vary according to destination, access requirements and courier availability. The applicable delivery arrangement will be confirmed where necessary. A dispatch notification indicates that the order has been handed over or prepared for collection by the relevant delivery provider, as specified in the notification. Our Shipping & Delivery Policy provides further details.
15. Delivery Access and Customer Responsibilities
Customers must provide accurate and complete delivery information. This includes correct recipient name and contact details, complete street address and postal code, unit/complex information, estate access requirements, loading access, and multi-story layout configurations where applicable.
Customers must ensure that the delivery location is reasonably accessible for the ordered goods. Additional services, including specialist lifting, hoisting, difficult-access delivery or additional personnel, are not automatically included. Where such services are available, they may require a separate quotation and written approval.
16. Furniture Delivery and Assembly
Furniture delivery arrangements depend on the product and appointed courier. Some products may be delivered to the entrance, ground-floor access point or another agreed location. Room-of-choice delivery is not guaranteed unless expressly confirmed.
Furniture assembly and installation are the customer’s responsibility. Carly Thella Home & Décor does not include assembly or installation services with standard purchases. Customers must follow the manufacturer’s supplied instructions and use suitable tools and appropriate care.
Damage reasonably established to have resulted from incorrect assembly, improper installation, unsuitable handling or unauthorised modification is not covered by our voluntary repair or replacement arrangements. Genuine manufacturing defects are assessed separately.
17. Delivery Address Changes & Courier Redirection
Customers are responsible for providing a complete and accurate delivery address and contact information when placing an order. If you realise that your delivery address is incorrect or incomplete, please contact Carly Thella Home & Décor immediately and before requesting any courier redirection or rerouting. Customers should not independently instruct the courier to change or redirect the delivery address.
Where a customer-requested address change or redirection results in additional costs, these may include: courier redirection charges, additional delivery attempts, extra kilometres or transport costs, destination-change charges, return-to-sender charges, re-dispatch costs, or additional handling or transport fees. Such charges may be passed on to the customer where they arise because of incorrect or changed information supplied by the customer, subject to applicable law. If an address error was caused by Carly Thella Home & Décor, we will investigate the matter and address any resulting costs appropriately.
18. Failed Delivery Attempts
If delivery cannot be completed because nobody is available to receive the order, the address is inaccessible, the customer cannot be contacted or other circumstances attributable to the customer prevent delivery, the courier may arrange a further delivery attempt or follow its applicable delivery procedure.
Additional delivery, storage, return-to-sender or re-dispatch charges may apply where these costs arise as a result of circumstances attributable to the customer, subject to applicable law.
19. Track Your Order
Once an order has been dispatched, a tracking reference may be provided where available. Tracking availability depends on the courier or delivery service used. Customers should retain their order confirmation and dispatch information for reference.
Please note that tracking information may take some time to become active after the courier has collected the parcel, is supplied directly by the courier, and may not always update immediately.
20. Delivery Inspection
Customers should inspect their order as soon as reasonably possible after delivery. Any visible damage, missing items or incorrect products should preferably be reported within 24 to 48 hours of receipt, together with your order number, photographs of the item, photographs of the packaging, and a brief description of the issue to concierge@carlythella.co.za or via WhatsApp Business.
This reporting window assists us with courier and supplier claims and does not limit or remove any statutory consumer rights relating to defective, damaged or incorrectly supplied goods.
21. Returns and Refunds
Eligible voluntary change-of-mind returns must be requested within seven calendar days after delivery. Products must meet the eligibility conditions set out in our Returns & Refunds Policy. Sale, clearance and promotional items are excluded from voluntary change-of-mind returns.
Customers must obtain written return instructions before arranging return transport. Requests for discretionary returns after seven days require our written approval. Where a discretionary return is approved, the customer will ordinarily be responsible for reasonable return shipping and collection costs. Genuine qualifying defects, incorrect supply and other protected returns will be handled according to the applicable remedies.
22. Damage Claims and Supporting Evidence
Where damage is reported after delivery, Carly Thella Home & Décor may request reasonable supporting evidence before determining responsibility. This may include photographs of the product, packaging, affected components, assembly method and relevant installation details. We may also review supplier information, pre-dispatch inspection records, courier documentation and delivery confirmations. Where necessary, a reasonable inspection may be arranged.
Damage reasonably established to have resulted from misuse, accidental impact, incorrect assembly, improper handling, unsuitable cleaning or unauthorised modification does not qualify for a free discretionary repair, replacement or refund. A customer complaint does not automatically establish supplier responsibility, and delivery without recorded damage does not automatically exclude a genuine defect. All assessments will be based on the available evidence and applicable rights.
23. Repairs and Additional Services
Where damage is not attributable to Carly Thella Home & Décor, repair assistance may be offered where available. Chargeable repairs, collection, parts, labour or specialist services will be quoted before proceeding.
No chargeable repair or optional service will be undertaken without the customer’s written approval. Customers will not be charged for remedies that the business is required to provide at its own expense.
24. Cancellation and Order Amendments
Cancellation and amendment requests must be submitted by email as soon as possible. We will assess the request according to the order’s status, including whether payment has been verified, stock allocated, supplier commitments made, production commenced or goods dispatched.
Changes to confirmed orders are not guaranteed. Any discretionary cancellation charges must be reasonable, properly disclosed and legally permitted. Where a cancellation right applies, it will be honoured. Orders already dispatched may require the applicable return procedure.
25. Refund Processing
Approved refunds will generally be processed through the original payment method where possible. Our standard administrative target is 5–10 business days, unless a shorter deadline is required. Where a qualifying online cooling-off cancellation applies, the refund will be made within 30 days of cancellation.
Payment providers and financial institutions may require additional time to reflect funds. Refunds will not be replaced with store credit where a monetary refund is required. Further details are provided in our Returns & Refunds and Payment Policies.
26. Fraud Prevention and Disputed Payments
We reserve the right to conduct reasonable checks to protect customers and the business against fraudulent transactions. Orders may be temporarily held where there is a genuine concern involving payment authenticity, identity verification or unauthorised account use.
We may retain relevant order confirmations, payment records, delivery documentation and customer correspondence for lawful fraud-prevention and dispute-resolution purposes. Suspected fraudulent activity may be reported through appropriate channels. Customers are encouraged to contact us promptly if they believe a payment was duplicated, incorrectly processed or unauthorised. Nothing in this section prevents a customer from exercising legitimate payment dispute rights.
27. Customer Conduct and Accurate Information
Customers are expected to provide truthful and accurate information when placing orders or submitting enquiries and claims. We reserve the right to investigate materially inconsistent evidence, suspected fraudulent refund requests, misuse of promotional offers and abusive conduct.
Where necessary, we may restrict non-essential communication channels or decline future discretionary transactions for legitimate reasons, provided existing obligations and applicable rights are honoured.
28. Delays and Events Beyond Our Reasonable Control
Fulfilment may be affected by circumstances beyond our reasonable control, including supplier interruptions, manufacturing delays, port congestion and customs clearance, severe weather, transport disruptions, industrial action, infrastructure/electricity failures, or other material events affecting fulfilment.
Where such circumstances arise, we will communicate significant changes and provide appropriate options. These circumstances do not automatically remove the customer’s applicable cancellation or refund rights.
29. Website Content and Intellectual Property
All original website content, product descriptions, photographs, graphics, branding and other protected materials remain the property of Carly Thella Home & Décor or their respective rights holders. Unauthorised commercial reproduction or use is prohibited.
We reserve the right to maintain, update and improve our website, correct errors and implement security measures. Website availability may occasionally be interrupted by maintenance, technical faults or third-party service disruptions.
30. Privacy and Personal Information
Customer information is collected and processed for legitimate purposes, including order fulfilment, payment verification, delivery coordination, customer service and compliance. Relevant information may be shared with payment providers, couriers and suppliers where necessary to fulfil an order. Marketing communications are subject to applicable consent and communication preferences. Further details are provided in our Privacy Policy.
31. Complaints and Dispute Resolution
All formal complaints, returns, refunds, cancellations and product claims must be submitted by email, except where another legally valid notice method must be accepted. Customers should provide their order number, a description of the concern and relevant supporting information.
We will review the matter and communicate our response in writing. Where a dispute cannot be resolved directly, either party may pursue an appropriate independent dispute-resolution process.
32. Changes to Terms & Conditions
We may revise these Terms & Conditions to reflect changes in our operations, products, services or legal requirements. Updated terms will apply prospectively, unless a different application is lawfully agreed. Changes will not retrospectively remove rights arising from an existing accepted order.
33. Applicable Rights
These Terms & Conditions must be read together with our Returns & Refunds, Shipping & Delivery, Payment and Privacy Policies. Where a provision conflicts with a right or obligation that cannot lawfully be excluded, the applicable legal requirement will prevail. The remaining provisions will continue to apply to the extent they are enforceable.
34. WhatsApp Orders & Enquiries
Customers may place orders directly through our official WhatsApp Business channel. Before payment, customers will receive a written order summary, applicable policy links and the total amount payable.
Once the order details and product availability have been confirmed, a secure payment link will be sent to the customer. Orders will be processed following successful payment verification and confirmation of the applicable order details.
WhatsApp messaging is also available for enquiries relating to pending and processing orders.
All formal returns, refunds, cancellations and complaints must be submitted by email.
WhatsApp Business: +27 83 684 0853 (strictly messages)
Email Channels: concierge@carlythella.co.za OR orders@carlythella.co.za
Website: https://carlythella.co.za