Refund and Returns Policy – Carly Thella Home & Décor

Returns & Refund Policy – Carly Thella Home & Décor

We want you to love every item you purchase from us.

Online Purchase Cooling-Off Period

In terms of South African online consumer law, customers may cancel an eligible online purchase within 7 days of receiving the goods, provided the item is returned in its original condition. (SEESA)

The customer will be responsible for return courier charges unless the item is defective or incorrect.

Damaged / Incorrect Items

Any damaged, incorrect, or missing items must be reported within 24 hours of delivery.

Please email or WhatsApp us with:

order number

photographs of the item and packaging

description of the issue

Defective Goods

Under the Consumer Protection Act, defective goods may be returned within 6 months, subject to inspection and confirmation.

Where confirmed, we may:

replace the item

repair the item

issue a refund

Non-Returnable Items

The following items are not eligible for return unless defective:

made-to-order furniture

custom / personalised items

special imports or sourced-on-request products

clearance or sale items

used or damaged-after-delivery items

Refund Processing

Approved refunds will be processed within 5–10 business days.

Refunds are made via the original payment method.

Shipping fees are non-refundable unless the return is due to our error.

Processing and Delivery Clarification

Please note that orders are subject to up to 7 business days processing time before dispatch.

Shipping and courier timelines apply after dispatch.

Urgent or overnight delivery requests must be arranged with us before placing the order.