Refund and Returns Policy

1. Logistics & Delivery Framework

1.1 No delivery scheduling, dispatch procedures, or customer collections will be activated or authorized until full, cleared payment for the entire order has been verified in our bank account.

1.2 Promotional free delivery offers (where explicitly stated and applicable) are strictly limited to major urban metropolitan hubs within South Africa, specifically: Gauteng, Cape Town, Gqeberha (Port Elizabeth), Bloemfontein, and Durban. Regional, outlying, or remote destinations will require a custom delivery quote.

1.3 Standard delivery fees are dynamically calculated based on the item’s metric weight, volumetric dimensions, packing requirements, and the destination address zone, utilizing pre-negotiated third-party courier tariffs.

1.4 Customers choosing to collect directly from a Melonwoods showroom must present the original, unedited Company invoice to our staff. Goods will not be released to third-party transport agents or couriers without prior written authorization and verified identification matching the purchase file.

1.5 Upon arrival of the courier, the individual taking delivery is required to inspect every item thoroughly before signing the Delivery Note. Your signature on the Delivery Note serves as formal confirmation that all items were received in perfect physical condition. Melonwoods accepts no liability for transit damage, structural scratches, or missing items that were not clearly annotated on the Delivery/Collection Note at the exact moment of handover.

1.6 Standard deliveries are fulfilled by third-party logistical partners between 09h00 and 16h00, Monday through Friday (excluding public holidays). Any specific timeframe given is an estimate; unexpected traffic, vehicle checks, or weather events may cause schedule updates.

1.7 Additional logistical costs arising from failed delivery attempts due to customer absence, incorrect address inputs, or access restrictions will be billed directly to the Customer’s account.

2. Warehouse Storage Constraints & Delayed Acceptance Fees

2.1 Melonwoods operates active commercial transit warehouses and cannot provide long-term storage solutions.

2.2 Once an order is ready for delivery or collection and the Customer has been formally notified, the goods must be received or collected within fourteen (14) calendar days.

2.3 If a Customer requests a delay or fails to accept delivery within this 14-day window, a storage fee of R150.00 per day will automatically accumulate. This storage fee must be paid in full before the items are released or rescheduled for dispatch.

3. Returns & Product Assessments

We aim for complete satisfaction with your handcrafted furniture. Please read the following provisions to understand your options regarding returns:

3.1 Strict Proof of Purchase Requirement (Returns Without Receipts)

To satisfy statutory tax auditing obligations and safeguard against fraudulent claims, Melonwoods strictly requires a valid proof of purchase for all returns, exchanges, refunds, or warranty assessments. Under no circumstances will a return, credit, or warranty assessment be initiated without a valid, original Melonwoods tax invoice. While formal bank statements displaying an explicit cleared transaction directly to Melonwoods may be submitted for tracing and verification purposes on a case-by-case basis, the final authorization to accept a bank statement in lieu of a receipt rests solely at the discretion of Company management.

3.2 Unwanted Standard Products

3.2.1 If a standard catalog item is unsuitable for your space, you must notify us via email at info@melonwoods.co.za within seventy-two (72) hours of receipt.

3.2.2 We will issue a refund or credit note once the item is returned to our central warehouse, provided it is completely unused, undamaged, in its original packaging, and includes all component parts.

3.2.3 The Customer is responsible for arranging and funding the return shipping via a reliable courier. Original delivery fees are non-refundable.

3.2.4 Sale, promotional, or showroom floor-clearance items are excluded from standard returns and are evaluated strictly on a case-by-case basis.

3.3 Custom & Bespoke Fabrications

3.3.1 Any piece that has been manufactured or altered according to custom dimensions, bespoke sketches, unique fabric choices, or specific finishes requested by the client cannot be canceled, exchanged, or returned under any circumstances unless there is a verified, inherent structural manufacturing failure.

3.4 Visible Damage on Delivery (Patent Defects)

If an item is delivered with visible transit damage, you must note it on the courier delivery slip and email info@melonwoods.co.za within 72 hours, including clear photographic evidence. We will arrange collection and a replacement at no additional cost. We cannot process refunds or free replacements for transit damage if we are notified after the 72-hour window has expired.

3.5 Defective Items & Latent Structural Warranties (6-Month Warranty)

3.5.1 In compliance with Section 56 of the South African Consumer Protection Act (CPA), our solid wood furniture pieces carry a six (6) month structural warranty against latent manufacturing defects.

3.5.2 If a piece experiences unnatural structural splitting, joint separation, or warping within 6 months, notify us at info@melonwoods.co.za with photographic or video evidence, alongside your original invoice.

3.5.3 If our assessment confirms an inherent manufacturing defect, we will repair or replace the item at our expense. If a repair or replacement is logistically unfeasible, a full refund will be processed.

3.5.4 This warranty strictly excludes natural wood movement caused by environmental shifts (e.g., transferring a piece from high coastal humidity to extreme interior dryness), chemical damage, exposure to direct sunlight or moisture, or a lack of adherence to our official Wood Care Guidelines.

3.6 Order Cancellations & Modification Windows

Any amendments, structural modifications, or cancellations of standard orders must be submitted in writing within one (1) business day of the original purchase. After this window, processing and material allocations prevent further changes.