Return Policy
If you wish to return or exchange your order, you may do so within 14 days of delivery. When making a claim please ensure you have your original invoice. This guarantee is valid only for the original purchaser.
The product must be returned in its entirety and in the same condition as when it arrived at your site and it must not have been installed, removed and then returned. You will need to bring the goods to our dispatch centre, or contact us to arrange collection. Please note that a delivery charge will apply in either case.
Once we receive your return, we will process it and issue your refund as soon as possible.
You will be liable for the entire transport costs which will be deducted from your refund. Please note that this may differ from your original invoice as we offer free shipping on completed sales and sometimes subsidise, discount or absorb additional costs.
All custom-made orders are made especially for you and are therefore final sales. We cannot accept returns, cancellations or exchanges on custom orders unless there is a manufacturer flaw.
Overseas Container-Load Orders
To ensure you get the product you expect, we provide 100% inspection of your container order. You may cancel your container-load order and receive a full refund until you approve the Inspection Report. Once you consent to the Inspection Report, your completed order is transferred from our factories to the shipping company. At this point, it is too late to cancel or change your order.
If containers are shipped, please note that customs duties are only sometimes refundable or fully refundable. This varies depending on your country’s regulations.
Please check with your local Customs office for more information on your country’s import policy.
Product Damaged in Shipping
In the unlikely event that your product is damaged or missing, please contact us within 7 calendar days of delivery to file a claim. If something is wrong with an order, we will take immediate steps to replace the product or refund your money.
Please only schedule the installation of your products after the product has been received and examined. Installing a damaged or defective product may void a warranty or damage claim.
Our products are carefully packaged to avoid damage in shipping. Damage to products will virtually always be visible on the exterior of the pallet, crate, or lift. If products are damaged inside the packaging, please halt installation and contact us right away.
If products are damaged during shipping or are missing, we will either replace the items or refund the purchase price. The decision to replace or refund will be made in consultation with you, the customer, as to which solution is acceptable for both parties. If it needs to be brought in for repairs, repairs will be undertaken if possible or item will be replaced. If the items are replaced, please note that we cannot guarantee that the colour or style which you had purchased previously will be in stock. We may in certain instances require an assessment of the goods. If in our assessment you have not adhered to the use and care instructions of any goods, we will refuse to accept return of these goods.
If you have any questions regarding returns, claims, shipping, or products, please contact the Claims Department customer@creative-living.co.za.
If you fail to comply with the provisions of this Returns Policy, we reserve the right to refuse returns or to charge you our fees and expenses.