FAQ's

Essops will exchange any damaged or flawed products returned in an unused condition within 10 days of purchase. Product exchanges requiring delivery will be transported to the original delivery address within South Africa.

It is acknowledged that exchanges are subject to product availability at the time of the request for exchange. Essops will check the condition of products presented for exchange or returned as in accordance with Delivery and Collection paragraphs(whichever is applicable) products are deemed to have been supplied in good condition as checked by the customer at the time of purchase, delivery or collection.

Kindly view our exchange & return policy here

If you have proven that the statutory warranty has been breached, a refund may be requested. For more details please see our Returns Policy here

Refund Procedure

Should you wish to elect a refund, only once the customer has provided our accounts department with confirmation of bank details and the customer’s bank details have been verified will the refund be processed. All refunds will be processed every Friday, allowing 2-4 business days for the funds to reflect once the credit has been processed.

Essops warrants that for a period of 6 (six) months:

•  The product is reasonably suitable for the purpose that it was generally intended for
•  The product is of good quality, free of defects and in good working order and 
•   The product will be durable and usable for a reasonable period of time.
  
  

           Essops will only be liable to honour a warranty if:

• The defect existed at the time of delivery or collection and manifested during the warranty period;
• The defect did not arise due to normal wear and tear or misuse/abuse by the customer;
• The product concerned is used for the purpose intended and in a domestic environment (Unless the latter requirement is waived by Essops in writing); i.e. commercial use is not warranted;
• The customer duly complied with the Essops Care Instructions available online
• The customer provides the original invoice;

The product is assembled by Essops or by the customer in accordance with the suppliers’ specifications.Essops warranty provides for the free repair or replacement of any faulty component within the warranty period.After the six month statutory warranty has expired, all furniture products have an extended warranty. All furniture products have an extended warranty of 1 year, being a further 6 (six) months from the end of the statutory warranty. For further details on each product warranty please see the Essops Care Instructions online.It is entirely at Essops’ discretion to offer the necessary remedy, being either repair, replace or store credit, should your product breach the extended warranty. In addition, Essops will charge necessary collection and delivery costs in certain circumstances.

Timber products are warranted for a period of 1 year from date of delivery/collection in respect of frame and workmanship. Should the original product be altered in any way, the warranty will be void.

Upholstered furniture is warranted for a period of 1*year from date of delivery/collection in respect of the frame and craftsmanship. The warranty does not extend to the fabric or leather used to upholster the product as this is subject to wear and tear associated with use. Furthermore, usage and treatment in the customer’s environment is beyond Essops’ control.

Leather and timber products may have natural markings and colour variations due to the nature of the product. These are the characteristics of a natural product and not defects or signs of damage.

Essops warranty does not extend to the normal wear and tear associated with products in the above paragraph. All valid claims are subject to assessment by our Customer Service Department and decisions are made at the discretion of the Store Manager and/or Customer Service Department. Please ask your Sales Consultant or refer to the website for care instructions relevant to your respective purchase.

Mattresses will be warranted as per manufacturer’s warranty.

All imported products are warranted for 1 year from date of purchase in respect of frame and workmanship and regardless of whether it’s an upholstered product or not.

Essops warranty does not extend to the normal wear and tear associated with products as in the above paragraph. All valid claims are subject to assessment by our Customer Service Department and decisions are made at the discretion of the Store Manager and/or Customer Service Department. Please ask your Sales Consultant or refer to the website for care instructions relevant to your respective purchase.