Exchanges And Returns
Be STIIL 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. Be STIIL may charge a fee for wear and tear in addition to the collection fee which will be equivalent to the initial delivery fee. .
- 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.
- manually log a return with order details and pictures on the Returns Portal : www.bestiil.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 our factory
- Once the return has reached our warehouse, 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 will 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.
Be STIIL 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.
NB: Physically altered or partially disassembled product may not be returned or exchanged. Be STIIL will check the condition of products presented for exchange or returned accordingly.
Refunds
If you have proven that the statutory warranty has been breached, a refund may be requested. For more details please see our Returns Policy
Refund Procedures
Should you wish to elect a refund, only once the customer has provided our accounts department with confirmation of bank details and the customer’s bank details have been verified will the refund be processed. All refunds will be processed every Friday, allowing 2-4 business days for the funds to reflect once the credit has been processed.
Is there a warranty on products?
Be STIIL warrants that for a period of 6 (six) months:
- The product is reasonably suitable for the purpose that it was generally intended for;
- The product is of good quality, free of defects and in good working order and;
- The product will be durable and usable for a reasonable period of time.
Be STIIL will only be liable to honour a warranty 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 product concerned is used for the purpose intended and in a domestic environment (Unless the latter requirement is waived by Be STIIL in writing); i.e. commercial use is not warranted;
- The customer duly complied with the Be STIIL Care Instructions available online;
- The customer provides the original invoice;
- The product is assembled by Be STIIL or by the customer in accordance with the suppliers’ specifications.
Be STIIL warranty provides for the free repair or replacement of any faulty component within the warranty period.
It is entirely at Be STIIL’s discretion to offer the necessary remedy, being either repair, replace or store credit, should your product breach the warranty period. In addition, Be STIIL will charge necessary collection and delivery costs in certain circumstances.
What is my warranty on timber and leather products?
Timber products are warranted for a period of 1 year from date of delivery/collection in respect of frame and workmanship. Should the original product be altered in any way, the warranty will be void.
Upholstered furniture is warranted for a period of 1*year from date of delivery/collection in respect of the frame and craftsmanship. 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.
Leather and timber products may have natural markings and colour variations due to the nature of the product. These are the characteristics of a natural product and not defects or signs of damage.
Be STIIL’s warranty does not extend to the normal wear and tear associated with products in the above paragraph. All valid claims are subject to assessment by Be STIIL and decisions and appropriate means of resolutions identified accordingly.
Updated: 14 February 2023
