Delivery, Returns & Replacements

This policy on deliveries, returns and replacements, should be read in conjunction with our  Terms and Conditions page

1. Availability of Materials 

All stock and material,  is subject to availability  of requested material at the time of payment. Should we not be able to source the material requested, alternative material options will be provided, or a full refund, should we not be able to make the requested item due to lack of availability of raw material (e.g. a particular or rare timber) 

2.   Warrantees on Finishes

All items are subject to have slightly different finishes to images due the nature and character of the wood and material of the finished item and lighting in the photography on the website. While every care is taken to supply good quality items, longevity will depend largely on the care of the products. Further Terms and Conditions can be seen here

3.Imported items return window and transport costs

Imported items are non-standard, limited-quantity goods sourced specifically for the client and are not mass-produced retail stock. If an imported item is found to be unsuitable, it may be returned in its original condition, unused and in undamaged packaging suitable for resale, within 5 calendar days of the delivery date. Any return or refund is strictly subject to the item being received back in a resalable condition. All transport, handling, and return costs associated with such items are for the client’s account and will be charged at the applicable courier or transporter rate. Items returned outside of this period, or in a condition not suitable for resale, will not qualify for a refund.

4.  Warranty and longevity clarification

Vintage-etc does not offer warranties in respect of product longevity, wear, environmental exposure, or changes arising from use, storage conditions, humidity, sunlight, heat sources, or general wear and tear. This does not exclude warranties relating to manufacturing or structural defects present at the time of delivery. Any defects or structural issues unrelated to wear, misuse, or environmental factors must be reported within 30 calendar days of receipt of the product, together with supporting images. Where such defects are confirmed, Vintage-etc will assist with repair or replacement at its discretion.

5. Six-month limitation clarification

No refunds or replacements will be considered after 6 calendar months have lapsed from the date of delivery in respect of wear and tear, misuse, environmental exposure, or damage arising from unsuitable use or conditions. This limitation does not apply to latent manufacturing defects that were not reasonably detectable within this period, provided such defects are reported within a reasonable time after discovery and supported by appropriate evidence.

6. Custom orders non-refundable clarification reflecting your 70 percent structure

Custom orders require a 70 percent production deposit prior to manufacture, together with a signed written estimate or mandate confirming specifications, dimensions, materials, and finishes. Production will only commence once the required deposit and signed approval have been received. As custom items are manufactured to the client’s specific requirements, the production deposit is allocated toward materials procurement, labour scheduling, and workshop allocation, and is therefore non-refundable once production has commenced. Should clients request modifications prior to manufacture, a revised estimate and written mandate will be issued for approval and signature. The remaining balance is payable in full prior to release or dispatch of the completed item. No refunds are offered on items that have been specified and approved by the client as custom orders once production has begun. If any refunds are offered, it will be on discretion and on a case-by-case basis. 

7. Delivery liability and third-party couriers clarification

Delivery is outsourced to independent third-party couriers appointed either by Vintage-etc or by the client. These couriers act as independent contractors and not as agents of Vintage-etc. Once an item leaves Vintage-etc premises or partner premises, any risk of loss or damage in transit passes to the client. Any delivery fees charged on a Vintage-etc invoice do not indicate acceptance of liability for damages incurred during transport. Clients are encouraged to arrange their own delivery or to take out appropriate transit insurance where required. All products must be inspected by the client or their appointed representative on receipt.

Any returns must be packaged in their original packaging, undamaged and in a condition suitable for resale. If a product is deemed unsuitable but is returned in perfect condition, Vintage-etc may arrange a refund, provided that all transport and handling costs to return the item to its point of origin are covered by the client at the applicable non-subsidised rate. Clients may use their own appointed courier or request that Vintage-etc arrange collection on their behalf.

8. Conflict resolution clarification

Vintage-etc is committed to resolving all concerns in a reasonable, fair, and good-faith manner. Clients are encouraged to communicate any issues directly with us as a first course of action, allowing a reasonable opportunity for investigation and resolution. As a small, owner-led business, we value transparent and respectful communication and aim to resolve concerns without escalation wherever possible. Clients are requested to allow a period of not less than 14 calendar days from first written notice for us to respond and propose a solution before pursuing formal legal processes. Nothing in this clause is intended to limit a client’s legal rights, but rather to encourage good-faith engagement and fair resolution. Section 48(1)(c) supports fair and reasonable terms between supplier and consumer.

9.  Deliveries and Access 

Vintage-etc will not accept responsibility for items that cannot be delivered due to insufficient access, including but not limited to narrow doorways, stairwells, lifts, corridors, or restricted entry points. It is the client’s sole responsibility to ensure that all ordered items will fit through access points at the delivery address prior to confirming the order. Clients are required to declare any known access constraints in advance of delivery. Vintage-etc does not conduct site inspections or assess access feasibility unless expressly agreed in writing. Any additional costs arising from specialist delivery requirements, including additional manpower, stair carries, hoisting, ropes, pulleys, restricted lift access, or multiple flights of stairs, will be for the client’s account and must be settled prior to delivery.

Delivery is outsourced to independent third-party couriers, and all transport costs are for the client’s account and may be invoiced directly to the client. Once goods leave Vintage-etc or partner premises, risk in the goods passes to the client. Any returns must be packaged in the original packaging, undamaged and in a condition suitable for resale. Where a product is deemed unsuitable but remains in perfect, unused condition, Vintage-etc may arrange a refund, provided that all transport and handling costs required to return the item to its original point of dispatch within South Africa are covered by the client at the applicable non-subsidised rate. Clients may appoint their own courier or request that Vintage-etc arrange collection on their behalf.

10.  Delivery Liability and Insurance

Vintage-etc outsources long-haul deliveries, generally defined as distances exceeding 20 kilometres from the workshop, to independent third-party couriers. Vintage-etc does not carry transit insurance or provide indemnity for goods in transit. While we may, at the client’s request, arrange delivery on behalf of the client, it remains the client’s sole responsibility to arrange appropriate transit insurance, either through their own insurer or directly with the appointed courier or transporter. Where delivery or transport charges appear on a Vintage-etc invoice but the delivery is carried out by an independent third party, such charges reflect facilitation only and do not transfer liability or insurance responsibility to Vintage-etc.

Once goods leave Vintage-etc premises or partner premises, risk in the goods passes to the client, subject to inspection on delivery. Vintage-etc is not responsible for loss, damage, or breakages occurring during transport. Where a claim arises, Vintage-etc may assist in facilitating communication between the client, the courier, and the client’s insurer, but does not act as a claims administrator, insurer, or payment intermediary, and accepts no responsibility for the processing, outcome, or settlement of any transport-related claim.

Vintage-etc takes reasonable care in wrapping and securing items prior to dispatch. Clients are provided with confirmation images of completed items in good condition prior to wrapping or loading, typically at the stage of final payment confirmation. Certain materials, including but not limited to glass, stone, marble, and solid timber components, are inherently fragile and may be susceptible to cracking, chipping, or breakage during handling and transport despite appropriate packaging. Any damage arising from handling, loading, transport, or offloading after the item leaves the Vintage-etc workshop or partner premises does not constitute a manufacturing flaw or defect. Once goods leave our premises, ownership, risk, and liability in respect of transit pass to the client. Any damage in transit must be raised directly with the appointed transporter or the client’s insurer. Vintage-etc may assist by providing supporting documentation or images where reasonably required but is not responsible for transport-related claims or their settlement.

11.  Client Instructions and Material Suitability Disclaimer

Vintage-etc is a manufacturer and supplier of custom and imported furniture and does not provide interior design, environmental suitability assessments, or material specification consultancy services unless formally retained to do so in writing on a consulting basis.

All custom orders are produced strictly in accordance with the specifications, materials, finishes, and dimensions selected and approved by the client. Unless a prior written consultation has been expressly requested and agreed upon, the client is responsible for ensuring that the selected materials and finishes are suitable for their intended environment, including but not limited to exposure to sunlight, moisture, humidity, wind, pets, temperature fluctuations, or high traffic use.  

Vintage-etc is not responsible for product performance where materials have been selected for use in environments that are unsuitable for their inherent characteristics. Clients are expected to familiarise themselves with the care, maintenance requirements, and natural properties of timber, stone, metal, glass, or other materials prior to ordering. Guidance is made available through our FAQ and product information pages for reference. While Vintage-etc may direct clients to these resources where relevant, responsibility for the final selection of materials and their suitability for the intended setting remains with the client unless a formal written consultancy agreement has been entered into.

Clients are advised that solid timber furniture should not be positioned near direct sun (heat traps) , fireplaces, braais, barbecues, heaters, or other heat sources, as exposure to direct or indirect heat can lead to excessive drying, cracking, warping, or movement of the timber. Damage arising from such exposure does not constitute a manufacturing defect.

11.  Images and Use-Case Representation Disclaimer

Lifestyle images, photographs, or sample settings used on the Vintage-etc website, social media platforms, or marketing materials are for illustrative purposes only and are not to be interpreted as product usage recommendations or suitability guarantees for any specific environment.

Clients must not assume that because a product is shown in a particular setting (e.g. a covered patio, indoor dining room, or outdoor area), that it is suitable for the same use in their own home or commercial space. Environmental conditions vary significantly between locations,  including sun exposure, humidity, temperature fluctuation, and ventilation,  and Vintage-etc does not inspect or assess client spaces unless expressly agreed in writing.

As such, it remains the sole responsibility of the client to assess whether a chosen material or product is appropriate for their intended setting. No claim may be made against Vintage-etc for damage, movement, or deterioration of a product where it has been used in an unsuitable or unadvised setting, even if similar settings are depicted in marketing imagery.

12 Conflict Resolution and Arbitration

Vintage-etc is committed to resolving all concerns in a reasonable, fair, and good-faith manner. Clients are encouraged to raise any dispute or concern directly with us in writing as a first course of action, allowing us a reasonable opportunity to investigate and propose a resolution.

Should a dispute not be resolved through direct engagement within 14 calendar days of first written notice, the parties agree to attempt to resolve the dispute through arbitration as a first formal step, conducted in good faith and on a without prejudice basis. The arbitration shall be conducted by a mutually agreed independent arbitrator, or failing agreement, by an arbitrator appointed by the Chairperson of the Arbitration Foundation of Southern Africa, in accordance with its rules.

Nothing in this clause is intended to prevent a client from exercising any rights available to them under the Consumer Protection Act, including the right to approach a court, the Consumer Commission, or any other competent authority should arbitration not result in a resolution. This clause is intended to encourage efficient, fair, and cost-effective dispute resolution before escalation to formal legal proceedings.