Terms and Refund Policy

Terms and Refund Policy of 5Star Furniture

At 5Star Furniture, we take pride in offering quality furniture sourced from trusted but small manufacturers and suppliers. Many of our products are manufactured locally by skilled South African businesses that adhere to strict quality control procedures.

Because some products are handmade or locally produced, minor variations, small imperfections, or occasional delays may occur. Delivery and production delays are more likely during busy periods such as month-end, festive seasons, public holidays, and promotional events, including Black Friday.

Return policy and process:

Please notify us if you are not satisfied, and do so within two weeks after receiving the item. Send your notification via email or WhatsApp. Remember to include your name, surname, the date of the purchase and a description of the product that you purchased.

If you do not contact us within these first 14 days, we will assume that you accept the product and all its components as satisfactory. To qualify, please:

Return the item within 14 days after receipt.
Do not use the item if you want to return it.
Include all original parts and accessories.
Return the product in its original packaging or in packaging that adequately protects it.

The costs related to the return, including delivery or courier fees, are for the customer’s account. Once the returned item has been inspected and approved, we will process either:

A repair,
An exchange/replacement,
Store credit, or
A refund, where applicable.

This process will be concluded within 5 working days. Refunds are processed using the original payment method where reasonably possible.

Non-Returnable & Custom-Made Products

Custom-made, made-to-order, or items made at the customer’s request and according to customer specifications cannot be cancelled, returned, or refunded once production has started, unless the item is defective or incorrect. 5Star Furniture will continue to facilitate communication between the factory and the client to ensure the client receives a high-quality product that meets specifications.

Damaged, Defective, or Incorrect Items

While we carefully inspect and package all products before dispatch, external courier companies handle transportation and may occasionally mishandle goods during transit. If your item arrives damaged, defective, or incorrect, please notify us within 14 days of delivery and provide clear photographs via email or WhatsApp of:

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

Please return the item to the showroom in Midrand, Johannesburg, Gauteng, within 14 days from receipt. We will investigate the matter and arrange an appropriate resolution within 5 business days of receipt, which may include repair, replacement, collection, or a refund, depending on the circumstances.

Warranty & Repairs

Applicable manufacturer warranties apply to qualifying products. 5Star Furniture acts as an intermediary between the customer and the manufacturer/factory to assist with warranty claims, repairs, and replacements. We try to resolve, repair or replace within approximately 5 working days, although timelines may vary depending on supplier availability and the nature of the issue.

If a repair or replacement is not possible, 5Star Furniture will offer the client other options to resolve the problem.

Delivery & Courier Information

Delivery fees (and courier fees) are non-refundable once an order has been dispatched or delivered.

Consumer Rights

Nothing in this policy limits or replaces any rights provided under applicable South African consumer protection laws, including the Consumer Protection Act (CPA). 5Star Furniture fully endorses and supports the law.