Terms and Refund Policy - Terms and Refund Policy

Terms and Refund Policy of 5Star Furniture

At 5Star Furniture, we proudly source quality furniture from trusted local manufacturers and suppliers, giving our customers access to affordable, locally crafted products while supporting skilled South African businesses. Our manufacturing partners follow strict quality control procedures to ensure that every item delivers lasting value, comfort, and reliability.

Because many of our products are handmade or locally manufactured, slight variations, minor imperfections, or occasional production delays may sometimes occur. During high-demand periods such as month-end, festive seasons, public holidays, and promotional events like Black Friday, production and delivery times may increase due to increased order volumes. We appreciate our customers’ patience and understanding as we work to deliver quality furniture at the best possible value.

Return policy and process:

Please notify us within 14 days of receiving your item if you are not completely satisfied with your purchase. To help us process your request quickly and efficiently, please send your notification via email or WhatsApp and include your name, surname, purchase date, and a description of the product purchased. At 5Star Furniture, we take pride in the quality of our products and remain committed to honouring our refund policy.

If we do not receive communication from you within the 14-day period, we will regard the product and all included components as accepted and satisfactory. To qualify for a return, please ensure that you:

Return the item within 14 days of receipt.
Keep the item unused if you wish to return it.
Include all original parts and accessories.
Return the product in its original packaging, or in packaging that provides adequate protection during transport.
Full details of the terms and refund policy are at the bottom of the invoice.

Please note that all return-related costs, including courier or delivery fees, remain the customer’s responsibility. Once we receive, inspect, and approve the returned item, we will proceed with one of the following solutions, where applicable:

A repair,
An exchange or replacement,
Store credit, or
A refund.

5Star Furniture will actively manage and finalise the process within 5 working days. Where reasonably possible, we will process refunds using the original payment method.

Non-Returnable & Custom-Made Products

Once production has started, 5Star Furniture cannot cancel, accept returns on, or issue refunds for any custom-made, made-to-order, or customer-requested items manufactured according to the client’s specifications, unless the product is defective or incorrect. By placing a custom order, the customer acknowledges and accepts these terms. However, 5Star Furniture will continue to actively facilitate communication between the factory and the client throughout the production process to help ensure the final product meets the agreed specifications and quality standards.

Damaged, Defective, or Incorrect Items – terms and refund policy:

We carefully inspect, quality-check, and securely package every product before dispatch to help ensure it arrives at your door in excellent condition and ready for use. Trusted third-party courier companies handle delivery, and although transit damage is rare, couriers may occasionally mishandle goods.

If you receive a damaged, defective, or incorrect item, please get in touch with us within 14 days of delivery by email or WhatsApp and send clear photographs of:

The product
The packaging
The shipping label (if applicable)
Your name, surname, and contact number
The purchase date

To speed up the resolution process, please return the item to our showroom in Midrand, Johannesburg, Gauteng, within 14 days of receiving it. Once we receive the item, we begin investigating the matter immediately and provide a suitable response. Although it might be impossible during busy times, we try to resolve and complete the process within 5 business days. Depending on the circumstances, this may include a repair, replacement, collection, exchange, store credit, or refund.

Warranty & Repairs

5Star Furniture and our trusted manufacturing partners actively back qualifying products with applicable manufacturer warranties, giving customers added peace of mind and long-term value. Our team personally handles the entire warranty process on the customer’s behalf. 5Star Furniture works directly with the manufacturer or importer to fast-track repairs, replacements, and claim approvals, while minimising delays and inconvenience.

We strive to repair, resolve, or replace approved warranty items within approximately 5 working days, depending on supplier response times, parts availability, and the nature of the issue. Throughout the process, 5Star Furniture keeps customers informed and provides dedicated support to ensure a smooth, efficient, and customer-focused experience.

If 5Star Furniture cannot coordinate a repair or replacement with the manufacturer, we will proactively present practical alternatives and negotiate directly with the customer. 5Star Furniture commits to working efficiently to achieve a fair, cost-effective, and mutually beneficial solution as quickly as possible. We strive to resolve as quickly as possible, within 5 working days.

Delivery & Courier Information

We do not refund delivery fees (and courier fees) once we have dispatched or delivered an order.

Consumer Rights in relation to the terms of sale and the refund policy:

5Star Furniture complies with South African consumer laws and protects customers’ rights throughout every furniture purchase. Every transaction includes transparent communication, reliable support, fair business practices, and customer-focused service from 5Star Furniture.

Applicable South African laws, including the Consumer Protection Act (CPA), fully preserve all customer rights, remedies, and legal protections.

Contact Information

For any terms, returns, warranty claims, exchanges, or more information on the refund policy as well as customer service enquiries, please get in touch with us at one of the numbers or methods below. As technology can sometimes fail, please confirm receipt of your message so that we can process your request promptly and avoid any delays.