Returns & Refunds

Change of Mind Returns

For qualifying online transactions, the Electronic Communications and Transactions Act 25 of 2002 (ECTA) provides consumers with a 7-day cooling-off period during which a transaction may generally be cancelled without giving a reason or incurring a penalty, subject to the exclusions provided for by law.

Where a valid cooling-off cancellation applies, the product must be returned to Easy Hause. The consumer may be responsible for the direct cost of returning the product, where permitted by law.

Certain products and transactions are excluded from the statutory cooling-off right, including certain personalised or specially made goods and goods that cannot reasonably be returned because of their nature.

Faulty or Defective Products

If a product is defective, unsafe, or does not meet the requirements of the Consumer Protection Act 68 of 2008 (CPA), you may have statutory rights to return the product.

The CPA generally provides an implied warranty of quality for six months from the date of delivery, subject to the provisions and requirements of the Act.

Where the CPA applies, a consumer may be entitled to have the product repaired, replaced or refunded, depending on the circumstances and the applicable legal remedy.

A defect does not include damage caused by misuse, abuse, negligence, unauthorised alterations, accidental damage, failure to follow product instructions, or ordinary wear and tear where the issue is not attributable to a defect in the product.

Incorrect Product

If you receive a product that is different from the product you ordered, please contact us as soon as reasonably possible.

If Easy Hause supplied the incorrect product, we will arrange an appropriate remedy in accordance with applicable consumer law. This may include a replacement or refund.

Where the incorrect product was supplied due to an error by Easy Hause, you will not be required to bear the cost of correcting our mistake.

Damaged During Delivery

Please inspect your order when it arrives. If your product has been damaged during delivery, contact us as soon as reasonably possible.

To help us resolve the matter quickly, please provide photographs of the damaged product, packaging and shipping label.

Where the damage falls within Easy Hause's legal responsibility, we will provide the appropriate remedy in accordance with applicable law.

Product Not as Described

Products sold by Easy Hause must correspond with their description, specifications and representations made to the consumer.

If you believe the product you received is materially different from what was advertised or agreed upon, please contact us with your order details and supporting information.

How to Request a Return

To request a return or refund, contact Easy Hause using the customer support details provided on our website.

Please provide:

• Your full name
• Order number
• Date of purchase
• Product name
• Reason for the return
• Photographs or videos where relevant
• Any other information reasonably required to assess the request

Please do not send a product back without first contacting us and receiving return instructions.

Refunds

Where a refund is required under applicable law, Easy Hause will process the refund within the period required by that law.

Refunds will generally be made using the original payment method where reasonably possible.

Once processed by Easy Hause, the time it takes for the refund to appear in your account may depend on your bank or payment provider.

Exchanges

Where appropriate and permitted by law, Easy Hause may offer an exchange instead of a refund.

However, where applicable law gives a consumer a specific remedy or choice of remedy, Easy Hause will honour that statutory right.

Products Excluded From Certain Returns

Certain products may be excluded from particular statutory cancellation or return rights because of their nature or because a statutory exception applies.

Examples may include personalised or specially manufactured products, products that cannot reasonably be returned because of their nature, and products likely to deteriorate or expire rapidly.

Any such exclusion will only apply to the extent permitted by South African law.

Cancellation Before Dispatch

If you wish to cancel an order before it has been dispatched, please contact us as soon as possible.

We will attempt to cancel the order where it is still reasonably possible to do so.

If the order has already been processed or dispatched, the cancellation may instead need to be handled as a return or statutory cancellation, depending on the circumstances.

Your Consumer Rights

Easy Hause recognises that South African consumer legislation provides consumers with rights that cannot simply be excluded by a store policy.

This includes applicable rights under the Consumer Protection Act 68 of 2008 and the Electronic Communications and Transactions Act 25 of 2002.

Nothing in this policy is intended to limit, exclude or waive any mandatory consumer rights available to you under South African law.