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Warranty
Care Instructions
Delivery
Returns & Refunds
Essops will only be liable to honor a warranty if:
The defect existed at the time of delivery 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 care instructions and maintenance.
The customer provides the original invoice;
If the product is assembled by Essops logistics in accordance with the suppliers’ specifications. Essops warranty provides for the free repair or replacement of any faulty component.
If the product is collected and assembled by the customer, the client must at his own cost, deliver and collect the product concerned to and from the store or our Warehouse.
LOUNGE SUITES
Carry a 1 year warranty on the Frame and structure of the product only.
The warranty does not cover damage caused by floods, lightning or any other natural disasters.
Electrical components
There is no Guarantee/warranty on electrical components.
LEATHER WARRANTY
Solvent spills
Ink
Paint
Body fluids (human or animal)
Improper cleaning techniques
Placing furniture outdoors in direct sunlight or close proximity to an open heat source (heaters, fire places, barbeque stands)
Sitting on arms and backs of the sofas
lack of seating rotation
1.2 Extreme use is considered damaged caused by more than normal wear and tear this includes:
1.1. Defects or damage arising from negligence, abuse or misuse, including (but not limited to) improper maintenance – referred to as ‘dressing’, exposure to water, direct sunlight, coastal air, chemicals, accidents, any use for which the product was not designed nor does it cover ordinary wear and tear; failure to comply with Essops care instructions or specifications
Warranties do not apply to:
Upholstered furniture is warranted for a period of 1*year from date of delivery/collection in respect of the frame and craftsmanship. (*also refer to IMPORTED PRODUCTS WARRANTY) 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.
UPHOLSTERED FURNITURE WARRANTY
Essops uses amongst its many materials…natural full-grain leather. Therefore, certain variations may occur. Dye lots may vary resulting in slight colour variations. No two hides are identical. Scratch marks, stretch marks, brand marks, scuff marks and tick bite marks are characteristics of natural full-grain leather and are often visible. These are not defects but are considered to add character to the leather. To make sure you take optimal care of your leather products, please read the Care Instructions which are available Here.
WOOD,STONE, STAINLESS STEEL & GLASS WARRANTY
Products consisting of Wood, Stone, Stainless and glass are not covered by the warranty.
IMPORTED PRODUCTS WARRANTY
All imported products are warranted for a period of 1 year from date of delivery/collection in respect of frame and workmanship.
CONDITION OF DISPLAYED PRODUCTS
If the subject matter of the sale is the particular product that is on display in the Essops showroom as viewed by the customer, then the product is sold to the customer in the specific condition in which it is and the customer agrees to accept the relevant product in that condition.
Fabric Care
The quicker you tackle a stain, the easier it is to remove.
Use a stiff natural bristle brush to loosen dirt and debris from the entire sofa
Before cleaning your sofa, use a handheld vacuum to remove loose dirt, crumbs, and debris.
Leather Care
At Essops Home, we value the unique character of each full-grain leather hide. These natural markings – wrinkles, scars, and striations – tell the story of the leather's origin and enhance its beauty. Rest assured, these markings are not defects but hallmarks of quality.
To maintain even wear and prevent uneven appearance, rotate your seating positions regularly.
Spills should be dabbed immediately with a soft, absorbent and dry cloth.
Vacuum or dust frequently
Wipe clean & dry with soft cloths.
Clean the entire sofa and not spot clean
Never use detergents to clean leather.
Leather finish is sensitive to light. Please keep away from windows and areas with direct sunlight.
Steel or objects with components of waxed or raw steel
Wipe spills & dust regularly: Use a damp cloth (not soaking) with mild soap & water. Dry thoroughly.
Avoid harsh cleaners: Skip steel wool, abrasive cleaners, and detergents. Opt for window cleaner or a gentle multi-purpose cleaner for tougher dirt.
Prevent rust: Don't leave liquids on the surface. Wax annually with a colourless wax to maintain its shine and resist rust.
Be sun smart: Steel heats up in the sun. Consider placement and avoid leaving it in direct sunlight for extended periods
Wood
Wood is a natural material that breathes, expanding and contracting slightly with changes in humidity and temperature. This natural movement may cause minor cracks to appear over time, adding to the unique character of your solid wood piece
Dust regularly.
Wipe clean with a damp cloth (avoid soaking).
Skip harsh chemicals: No wax, oil, detergents, or abrasive cleaners.
Avoid direct sunlight (Including through glass windows)
Wipe up spills and water immediately to prevent stains or damage.
Stone Care
Composite stone (including quartz, concrete, terrazzo & fossil) offers a beautiful, consistent look with less porosity than natural stone. However, it's still susceptible to oil stains, so prompt cleaning is key.
Clean spills ASAP: Wipe up liquids immediately to prevent staining.
Avoid oils & harsh cleaners: Don't leave oil-based products on the surface and skip abrasive cleaners.
Wipe gently: Use a soft cloth for daily cleaning. Mild, pH-balanced detergent is okay for tough messes, but wipe away residue to avoid streaks.
Glass
Handle with care: Glass is delicate. Avoid placing heavy or sharp objects directly on it. Consider using felt pads for added protection.
Cleaning made easy: Wipe clean with a wet cloth. For polished glass, window cleaning products are safe to use.
Avoid scratches: Remove jewelry before cleaning to prevent accidental scratches.
Skip the paper towels: Opt for a lint-free cloth to avoid leaving residue on the glass surface.
STEP 1. We call you to arrange the ideal delivery date for you
STEP 2. Our specialist two person team will fully assemble your furniture in your room of choice*
STEP 3.We take away all your unwanted packaging
Please advise if delivery is above 2nd floor without a lift
Over R15 000 **Free - Online Only Up to 7-10 working days Orders Under R15 000 R300
Furniture Delivery Orders
Over R75 000 **Free - Online Only Up to 7-10 working days Orders Under R75 000 R750
Delivery charge excludes assembly
Please enquire with sales consultant / Select assembly on checkout The delivery has to be paid at the time of the purchase. The delivery will only be scheduled once the invoice is fully paid together with all logistic costs.
** Free deliveries only in Gauteng & Durban . Not Available Nationwide. For Online Purchases Only.
For questions on our delivery service or if you have any special requirements such as narrow access, give our team a call on
Essops will process your return request in the following circumstances:
If your purchase falls under the ECT Act, you may return an undamaged, non-defective product in the event that you change your mind about the product within 7 (seven) business days of delivery of products, which return shall incur a collection charge, equivalent to the initial delivery fee.
You may return a product if you have not had the opportunity to inspect the product and upon inspection the goods do not meet the type or quality reasonably expected from the agreement, within 10 (ten) business days of delivery free of charge. Essops may charge an additional fee for wear and tear.
You may return a product which is breaches the statutory warranty within 6 (six) months after delivery, free of charge.
Returns Procedure
Should you wish to a return a product, you will need to log a return request following the below procedure dependant on where your product was purchased.
If you purchased your product in one of our Retail stores or Online e-commerce Site, you are required to manually log a return with order details and pictures on the Returns Portal : www.essops.co.za/contact/product-returns/
Once your return request has been logged we will assess your return request.
As you agreed to inspect the product for defects or damage before accepting delivery, you are encouraged to submit photographic proof and you must provide full reasons for alleging that the product is defective, including stating how the product was utilised during the period that it was in your possession.
Should we be of the opinion that your product is returnable we will contact you to arrange collection or advise you if you may drop off the product at one of our distribution centres or stores (product and store dependant)
Once the return has reached our warehouse or store, the product will be inspected before the return is processed
If you have proven that the statutory warranty has been breached, you may choose a refund, store credit, repair or an exchange if possible.
If you have proven that any of the extended warranties have been breached, we may offer you a repair, exchange or store credit at our discretion.
Should you wish to elect a refund, the refund be processed only once you’ve provided our accounts department with confirmation of bank details by way of bank confirmation letter and your bank details have been verified.
All refunds will be processed every Friday, allowing 2 – 4 business days for the funds to reflect once the credit has been processed.
DEFECTIVE PRODUCTS Any defects noted after delivery should be photographed and reported to an Essops sales consultant and/or Customer Care via
WhatsApp on 067 196 5757, or email cs@essops.co.za
If goods are defective the customer can return them if reported to Essops Customer Service within 72 hours from the date of delivery. provided the goods have been used for their intended purpose and that applicable care instructions have been followed.
Please contact the store where you purchased it within 48 hours of receiving the product to discuss further steps. Please do not use the product if you have identified a problem. Defective products are replaced at our discretion. However, nothing in these terms and conditions affect your statutory rights in the unlikely event that the goods do not meet a standard required by law.
Essops will evaluate the defect and honour warranties 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 customer duly complied with the care instructions and maintenance.
Please take note that for public health reasons, we do not allow the return of linen and bathroom products. If, however, your linen and bathroom products arrive damaged we will refund or replace them when we are at fault.
In addition to a product being returnable in terms of the Returns Policy above, if for any reason the customer wishes to exchange or return their homeware purchase, the customer may do so within 10 business days of purchase. Goods must be returned in their original condition and packaging along with the original invoice. The customer may choose to either exchange the homeware purchase or take a store credit for the value of the homeware goods.
Return and exchange of homeware products in line with this section must be done so in-store at your nearest retail store.
For public health reasons, we cannot accept the return or exchange of linen or bathroom goods.
It is acknowledged that exchanges are subject to homeware product availability at the time of the request for exchange.
Physically altered or partially disassembled product may not be returned or exchanged. Essops will check the condition of products presented for exchange or returned accordingly.
LAY-BUY REFUNDS
You will need to provide the original Lay-Bye Note / Receipt. If you no longer have your original till slip, bring a copy of your ID / Driver’s License. Only the slip holder can cancel a lay-by. A 10% cancellation fee will be raised on canceled orders (delivery is billed separately)
Essops reserves the right to cancel an order
EXCHANGES 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.
Essops is unable to exchange goods where product characteristics and/or imperfections were pointed out prior to purchase. Handling fees may be applicable to exchanges/returns. For public health reasons, Essops cannot accept the return of some items.
No special orders will be subject to exchange/cancellation/return/refund. Physically altered or partially disassembled products may not be returned. Should the customer change their mind about a purchase but the product is unflawed or undamaged Essops is not obliged to accept the return. Products purchased during the annual sale will be subject to the terms and the conditions of the sale.
CANCELLATIONS & RETURNS When returning a product, you must provide proof of purchase. The product must be unused and in the original condition. Wear and tear, product characteristics and explained pre-existing conditions will be considered prior to acceptance of goods presented for return.
Once a return has been approved, the product may be exchanged for other items or credit note will be issued.
If you wish for us to collect the product, contact the store where you placed your order or made the purchase. We reserve the right to charge you for this service.
The customer should present the original invoice as proof of purchase for all exchanges and returns. We regret no exchanges, returns or refunds without the original invoice.
Please Note : A 10% cancellation fee will be raised on all canceled orders
A) PRODUCTS PURCHASED IN-STORE/ COLLECTED Products should be returned to Essops at the customer’s expense within 10 days of purchase/collection. Essops will check the condition of products being returned as explained in the Exchanges and Returns paragraph.
B) PRODUCTS DELIVERED The customer should check products being delivered immediately (refer to Delivery paragraph) and note any defects on the POD (proof of delivery) document while the Essops Delivery Team is on-site. Such items should be returned to the delivery personnel.
C) SERVICES RENDERED services rendered to the customers are non-refundable- these include
Masterguard / X- shield Delivery Furniture assembly Interior design services Essops reserves the right to cancel an order
REFUNDS
In the unlikely event that a product does not comply with the purpose it was intended to be used and is therefore fundamentally flawed and an exchange or repair is not possible, a refund may be requested .
REFUNDS PROCEDURES: Once the product has been received and checked by Essops, the customers banking details will be verified in order to issue a credit note. The refund will be processed by Head Office upon receipt of the credit note and will be paid into the verified bank account. All refunds are paid on either the 15th of the month or at the end of the month, subject to Head Office processing cut-offs. Allow 2-4 business days for the refund to reflect.
WARRANTY
LOUNGE SUITESCarry a 1 year warranty on the Frame and structure of the product only.The warranty does not cover damage caused by floods, lightning or any other natural disasters.Electrical componentsThere is no Guarantee/warranty on electrical components.
The defect existed at the time of delivery 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 care instructions and maintenance. The customer provides the original invoice;
If the product is assembled by Essops logistics in accordance with the suppliers’ specifications. Essops warranty provides for the free repair or replacement of any faulty component.
If the product is collected and assembled by the customer, the client must at his own cost, deliver and collect the product concerned to and from the store or our Warehouse.
LEATHER WARRANTY Solvent spills Ink Paint Body fluids (human or animal) Improper cleaning techniques Placing furniture outdoors in direct sunlight or close proximity to an open heat source (heaters, fire places, barbeque stands) Sitting on arms and backs of the sofas lack of seating rotation 1.2 Extreme use is considered damaged caused by more than normal wear and tear this includes:
1.1. Defects or damage arising from negligence, abuse or misuse, including (but not limited to) improper maintenance – referred to as ‘dressing’, exposure to water, direct sunlight, coastal air, chemicals, accidents, any use for which the product was not designed nor does it cover ordinary wear and tear; failure to comply with Essops care instructions or specifications
Warranties do not apply to: Upholstered furniture is warranted for a period of 1*year from date of delivery/collection in respect of the frame and craftsmanship. (*also refer to IMPORTED PRODUCTS WARRANTY) 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.
UPHOLSTERED FURNITURE WARRANTY Essops uses amongst its many materials…natural full-grain leather. Therefore, certain variations may occur. Dye lots may vary resulting in slight colour variations. No two hides are identical. Scratch marks, stretch marks, brand marks, scuff marks and tick bite marks are characteristics of natural full-grain leather and are often visible. These are not defects but are considered to add character to the leather. To make sure you take optimal care of your leather products, please read the Care Instructions which are available Here.
WOOD,STONE, STAINLESS STEEL & GLASS WARRANTY Products consisting of Wood, Stone, Stainless and glass are not covered by the warranty.
IMPORTED PRODUCTS WARRANTY All imported products are warranted for a period of 1 year from date of delivery/collection in respect of frame and workmanship.
