Refund policy
Returns & Refund Policy
Made-to-Order Items As all our furniture pieces are handcrafted to order, we are unable to accept returns or offer refunds unless the item arrives damaged or defective. We encourage you to review product dimensions, materials, and finishes carefully before placing your order. If you have any questions prior to purchasing, please reach out to us at info@kaeli.co.za.
Ready-to-Ship Items For stock items such as accessories and décor, we accept returns within 7 days of delivery, provided the item is unused, in its original condition, and in original packaging. Return shipping costs are the responsibility of the customer unless the item is faulty.
Damaged or Defective Items If your item arrives damaged, please notify us within 24 hours of delivery by emailing info@kaeli.co.za with your order number and clear photographs of the damage. We will assess the claim and offer a repair, replacement, or refund at our discretion.
Cancellations
- Made-to-order items — Orders may be cancelled within 24 hours of purchase. After this period, production may have commenced and cancellations will not be accepted.
- Ready-to-ship items — Cancellations are accepted before dispatch. Once shipped, the standard return process applies.
Refund Processing Approved refunds will be processed within 7-10 business days to your original payment method. You will be notified via email once your refund has been issued.
Assembly & Delivery Damage For Johannesburg deliveries where our team assists with assembly, any damage must be noted and reported before our team leaves the premises. We cannot accept liability for damage reported after the fact.
Contact Us For any returns, refund queries, or concerns, please contact us at: info@kaeli.co.za.