Refund policy

Zorora Sofas (Pty) Ltd – Returns & Refunds Policy

At Zorora Sofas, we build each piece to your specifications and stand behind our craftsmanship. In addition to our made-to-order range, we also offer a curated selection of Hertex Haus rugs and homeware, available for purchase in our retail stores. These items are stocked and delivered directly from the supplier. Please read this policy carefully, it reflects both our custom production process and the terms specific to supplier-fulfilled products.

1. Made-to-Order & Deposit

Custom Production
Once a deposit is paid and your order confirmed, production begins on your bespoke sofa. Orders are therefore non-reversible except as outlined below.
Deposit Forfeiture
If you cancel more than 24 hours after placing your order (or after production begins), your deposit becomes non-refundable.

2. Delivery & Collection Fees (Non-Refundable)

Collection on Return
Should a return be approved, we deduct the same fee charged for delivery as the “collection fee.”
- Cape Town & Gauteng flat fee: R 850
- Rest of South Africa flat fee: R 1 500
- ≤ 5 kg: R 150
- 5 kg: R 250

Sofas, Chairs & Ottomans
Cushions, Slipcovers & Accessories

Mixed Orders
If your order spans multiple categories, the highest applicable rate applies.

3. Returns of Non-Defective Goods

Because each piece is custom-built, returns for change of mind are by special approval only:

Request & Approval

Email shop@zororasofas.co.za within 7 days of delivery.
We’ll review your request; if approved, a 10 % handling fee (of the goods’ purchase price) applies.

Packaging & Access

You must arrange safe return packaging and ensure furniture can pass through doorways (see Delivery Guidelines in Shipping Policy).

Fees Deducted

10 % handling fee
Original delivery fee (per section 2)

Refund Timing

Once we inspect the unused, undamaged item, we process your refund (minus fees) within 7 business days.

Note: Free-shipping promotions do not waive these fees on approved returns.

4. Incorrect or Damaged Deliveries

Wrong Model/Specification

Report within 7 days of delivery.
We’ll collect the incorrect item at our cost and dispatch the correct sofa immediately.

Transit Damage

Our delivery partner unwraps and inspects goods on-site—please note any damage on the Proof of Delivery (POD) before signing.
Notify us within 72 hours (with photos) of any damage.
We collect the damaged item at no cost and ship a replacement upon approval.

5. Manufacturing Defects

Definition
Material faults arising during production (not wear-and-tear, misuse, normal fabric pilling, or alterations).
Claim Process

Report within 30 days of delivery with photos and details.
If approved, we will repair or replace defective components at no charge.

6. Sale, Sample & Clearance Items

All promotional, sample-sale, warehouse-sale, and clearance items are final sale. No returns, exchanges, or credits once received in good order.

7. Dispatch vs. Delivery Timelines

Dispatch Lead Times (from full payment to factory dispatch):

Ready-to-Ship & Accessories: 3 working days
Cushions & Slipcovers: 10 working days
Sofas, Chairs & Ottomans: 20 working days

Delivery Lead Times (factory dispatch to your address):

Cape Town & Surrounds: 1–3 working days
Gauteng: 3–5 working days
Major Centres: 3–7 working days
Outlying Areas: 6–10 working days

Split Dispatch
Orders combining items with different dispatch or delivery windows will ship together on the longest timeline.

8. Storage & Redelivery Fees

Date Changes After Production
If you change your delivery date after dispatch or once your order is factory-ready, a storage fee of R 250 per week (or part thereof) applies until delivery.
Express Ship Items – Delayed Dispatch
Express Ship items are ready to go fast. Once your dispatch date has been confirmed, you’ll have a 5-day grace period. A storage fee of R250 per week (or part thereof) will apply from day 6 onward.
Missed Delivery
If your order is loaded but you can’t accept it, a return + redelivery fee applies (minimum R 1 700, area-dependent).

9. Hertex Haus Rugs & Homeware Items

Hertex Haus rugs and homeware items are fulfilled directly from the supplier and are not manufactured to order. As such, they follow different return conditions compared to our Zorora-made items.

Return Window & Conditions

Rugs and homeware may be returned to a Zorora store within 30 calendar days from the date of invoice, provided they are unused, undamaged, and in original packaging.
No credits or price adjustments will be issued after 30 days from the date of invoice.
No quality complaints will be accepted more than 15 days after the date of invoice.
Discontinued or sale items cannot be returned or exchanged under any circumstances.
Returns will only be accepted with:

A valid written reason for the return.
Prior approval from a sales manager.
A copy of the original invoice.

Items will undergo an inspection by a Hertex or Zorora representative. Returns will only be approved if the product is in its original condition.
Rugs with a width variation of up to ± 5% are within acceptable tolerance and cannot be returned on this basis.
Dye-lot variations, subtle textures, slubs, colour or weaving irregularities, particularly in items made from natural fibres, are considered part of the nature of the product and not defects.
Credits or refunds will only be processed once the item and all supporting documentation have been received and approved.

Important Use & Care Notes

Items must be examined on delivery. Claims for damage or visible issues must be raised before acceptance.
Viscose rugs may shed in the first few weeks. This is normal and due to loose fibres not woven into the rug base. Regular vacuuming will help resolve this without impacting quality.
Rugs should be used with an anti-slip underlay or secured appropriately to prevent accidents on slippery surfaces.
No claims will be accepted if the item:

Has been chemically treated after purchase.
Was cleaned, handled, or stored incorrectly.
Faded due to direct sunlight exposure (this is considered normal wear and tear).

Hertex and Zorora do not accept responsibility for consequential loss, misuse, or customer damage.

Return Process & Documentation

To process a return for a Hertex Haus item, please ensure the following:

Provide the original invoice
The product must be in its original packaging, with the shipping label attached.
If an exchange is needed urgently, the replacement will need to be paid for in full, and a refund or credit will follow once the original item has been returned and inspected.

10. Express Shipping Items

Express Ship items are not manufactured to order and are held in stock for quicker dispatch. As such, they are classified as standard consumer goods and fall under the guidelines of the South African Consumer Protection Act (CPA).

Return Window & Conditions

Express Ship items may be returned within 10 calendar days from the date of delivery, provided they meet the following conditions:

The item must be unused, undamaged, and in its original packaging
The return must be accompanied by:

- A valid written reason for return.
- Proof of purchase (original invoice)
- Prior approval from a Zorora Sales Manager or Customer Support.

Please note:

Returns will undergo a quality inspection upon arrival. Refunds or credits will only be processed if the product is approved as being in original condition.
Refunds will be processed using the original payment method and may take up to 10 working days after approval.
Discontinued or sale items are not eligible for return or exchange.
Returns requested after 10 calendar days from delivery will not be accepted, unless the product is found to be defective in line with CPA regulations.