Outdoor Lounge

Warranty Policy 

What is the Tru Outdoor Luxury warranty ?

The Tru Outdoor Luxury warranty is considered to be one of the best warranties within the outdoor furniture industry.
Enjoy complete peace of mind on every item purchased from Tru Outdoor luxury, with our transparent and comprehensive warranty policy. 

Aluminium & Synthetic Rattan Furniture:

 
Rattan, Water Hyacinth & Wooden Furniture:

Shade Solutions:

Outdoor Decor, Outdoor Stools, Scatters & Throws, Accessories:

 
Rugs & Protective Covers: 

What is not covered by the warranty ?

Manufacturing defects are covered by the warranty. The warranty will not apply in the event of:

1. Accidental or intentional damage 
2. Damage caused by negligence, abuse or misuse of the products
3. Goods used for a purpose other than the purpose of which they were manufactured
4. Failure to comply with the Tru Outdoor Luxury instructions in respect of cleaning, maintenance and care (please read the care & maintenance manual of each product carefully, which is available on this website)
5. Damage caused by acts of God such as hail stone damage, natural disasters, etc

Repairs resulting from damages not covered by the warranty (not limited to the above), will attract a repair charge, which will be quoted on a customer by customer basis.

Will there be delivery charges in the event of a warranty claim ?

In the unlikely event of a claim within the warranty period, Tru Outdoor Luxury will arrange to have the defective item collected from the customer, repaired or replaced, and thereafter returned to the customer all at no charge to the customer.

The defective item will be collected from the delivery address at which the goods were originally delivered to.

In the event of the customer having moved to a new address within the warranty period and may require collection from a new address, delivery charges may apply if the delivery tariff from the new collection point differs from the delivery tariff of the original delivery point. 

Delivery charges will be applicable if the goods were originally collected from Tru Outdoor Luxury and the customer now requires the defective item to be uplifted from his/her address.

Will Tru Outdoor Luxury repair my goods out of warranty ? 

We have our in-house manufacturing facility and we are therefore in a position to assist our customer with repairs out of the warranty period. There will be a charge for repairs out of warranty. as well as for repairs not covered by the warranty.

How do I lodge a warranty claim ?

Step 1:  Email us your proof of purchase.

Step 2: Email us your name and surname, mobile number, detailed physical address for collection.

Step 3: Email us images of your defective product clearly showing the problem you are encountering. The more images you send to us, the better we are able to understand the issue you are facing.

Step 4: We will be in contact with you within 7 days of lodging your claim.  

If you are unsure about the warranty on any of our products, please feel free to Contact Us by email or by using the Live Chat option (office hours only) and we will be happy to assist.

Return Policy 

While Tru Outdoor Luxury makes every effort to accommodate our customer, our Return Policy has to be one that is both reasonable and in strict accordance with the relevant aspects of the Consumer Protection Act  of 2008 (CPA) and its regulations as amended.
Request for Returns can only be done within 24 hours of receiving your goods.
 

Can I return my non-defective goods if I am not satisfied after receiving my order ?

The customer is entitled to return the goods for either a full refund, an exchange or a voucher, provided a written request by email accompanied by the proof of purchase, is lodged within 24 hours (twenty four hours) from the date of delivery. Failure to lodge the request and documents within this window period, will result in the refund attracting a 20% handling fee as well as the full cost of the round trip delivery.

The goods must be in its original packaging with all tags still attached to the product and must be unused for a return to be accepted.

How long will it take for my refund ?

Once the stock has been received and inspected by Tru Outdoor Luxury and a refund has been accepted by Tru Outdoor Luxury, payment of the refunded amount shall be made into the consumer’s account within 14 days from the date of receiving the goods at our Durban warehouse should the customer have opted for a refund. 

How will I receive my refund ?

Once we have accepted a return and approved a refund, you will be refunded in the same manner in which you paid Tru Outdoor Luxury.

It will be either by:
– Credit Card (reversal back to your credit card and subject to banking delays)
– EFT (directly into your account – allow at least 48 hours)

Can I still return the goods once the 24 hour window period has passed ? 

After the 24 hour window period has passed, the customer may return the goods for either a refund, an exchange or a voucher, subject to a 20% handling fee and round trip transport costs being applicable, all for the customer's account.

What if I fail to return all the pieces that make up the product ?

If the customer returns a product for a refund, exchange or voucher but fails to return all the pieces or components that make up the product, Tru Outdoor Luxury reserves the right to either refuse the return or to only replace the item that was returned or estimate the value of the missing pieces or components in order to credit or refund the customer in respect of the returned item.

Can i return a custom made product ?

No returns will be offered on all custom made products.

What is the procedure for a refund ?

Step 1: Lodge the refund request by email within 24 hours of receiving delivery of the goods indicating your choice of either a refund or exchange

Step 2: Ensure the goods are in the original packaging and unused

Step 3: Tru Outdoor Luxury will contact you within 48 hours of receiving your request

Step 4: Our nominated transporter will arrange to collect the goods from you or you may deliver the goods to our Durban warehouse if you originally collected from our Durban warehouse

Step 5: Tru Outdoor Luxury will be in contact with you once we have received and inspected the goods at our Durban warehouse, which normally takes 14 days

Step 6: Tru Outdoor Luxury will process the refund within 14 days of inspecting the goods

Payment Options:
Payment can be made either by EFT, cash, credit or debit card. In the case of EFT payments, proof of payment must be forwarded to the relevant store. Please allow 3 business days for the receipt of EFT funds to be confirmed. 

For all products that are in stock and available immediately, payment is required in full 24 hours prior to delivery or collection.

For back orders and custom made goods, a deposit of 50% is required upon order confirmation to secure the goods or commence production.Once the goods are ready for dispatch, the balance of 50% is required 24 hours prior to delivery or collection.

Delivery or collection can only take place against cleared funds in our bank account.

Cancellations, Returns & Refunds Policy:
The customer is entitled to return the defective or non defective goods for a refund, exchange or credit note, provided a written request by email accompanied by the proof of purchase, is lodged within 24 hours (twenty four hours) from the date of delivery. The goods must be in its original packaging with all tags still attached to the product, be unused and not damaged in any way for a return to be accepted. Transport will be for the account of Tru Outdoor Luxury if the request if lodged within the 24 hour window period and if the goods were delivered by Tru Outdoor Luxury.

In the case of defective products after the 24 hour window period and within the first 3 (three) months of receiving the goods, the customer has the option of an exchange for another product of the same value or a voucher equivalent to the full purchase price of the goods, less the cost of any significant or abnormal wear and tear on the product, the cost of which will be determined fairly by Tru Outdoor Luxury. No refunds will be allowed during this period. Following the expiry of the 3 (three) month period, defective products will be covered by the product warranty. Transport will be for the account of Tru Outdoor Luxury if the request if lodged within the first 3 (three) months and if the goods were delivered by Tru Outdoor Luxury.

In the case of non-defective goods after the 24 hour window period, a return will not be accepted.

Tru Outdoor Luxury offers free storage as a value added service to its customers for up to 6 (six) months. Should the customer wish to cancel an order during the storage period, all payments made by the customer to Tru Outdoor Luxury in respect of the order will be forfeited.

No refunds, exchanges, returns and / or cancellations are permitted on sale items or goods that have been discounted / marked down.

No returns, refunds, exchanges and / or cancellations are permitted on items that have been custom made to the client's requirements, once the order has been confirmed and a deposit has been paid. The deposit will be forfeited in the event of a cancellation prior to delivery.

Defective Products:
In the unlikely event of a defective product during the warranty period, discontinue use of the product and immediately contact us within 24 hours by email or live chat.

In the unlikely event of out of box failure following collection or delivery, immediately contact us within 24 hours from date of goods received, by email or live chat. Failure to do so within this window period, will render a refund invalid. The customer will only be entitled to an exchange or voucher.

Delivery:
We have collaborated with a select group of transport providers who have the infrastructure to provide delivery nationwide and who are able to provide their specialized expertise to moving furniture.

Deliveries are quoted on a per trip basis.

Customers from Durban and surrounding areas may select either a basic drop and go delivery service or a full service delivery option which includes pick up, deliver, unwrap, placement, assembly (if need be), removal of the waste packaging and disposal of the waste packaging.

Customers out of the Durban area will receive their orders on a drop and go basis.

You may opt to collect your order from our Durban Warehouse, at your own risk. Damages or lost items (example glass damage or cushions missing) are not covered in the event of the customer arranging their own transport, once the goods have been dispatched to the customer or to the transporter appointed by the customer.

Deliveries requiring special arrangements (eg carrying a lounge set up several flights of stairs, in the absence of a lift / lift restrictions) can be made but will be at an additional cost to the customer.

Some of our transporters make use of large delivery vehicles. It is the responsibility if the customer to check with our sales consultants if these vehicles will be able to gain access to your premises as certain estates, complexes etc have weight and height restrictions, which may pose an accessibility challenge to our transporters.

Overseas and cross border deliveries can be also arranged. Please talk to one of our trained sales consultants who will be able to assist with your shipping requirements.

Tru Outdoor Luxury cannot guarantee delivery to all countries or locations (eg a farm location with limited road access).

Delivery charges will be added to the customer’s invoice for payment where necessary or may be paid in cash directly to our transport contractor upon delivery, with prior arrangement.

Specific delivery times can be made or agreed to closer to the time of delivery. However please take note that delays may occur due to circumstances beyond our control.

On delivery, a two or three person crew will arrive and deliver to your room of choice, provided there is safe or acceptable access. Please assist us by clearing the pathways and removing ornaments that might get in the way. 
We cannot be held responsible for any form of breakage or damage.

Upon delivery it is imperative that an adult receive the goods. Customers are required to physically inspect the goods upon arrival. There is no warranty available on glass and cushions.

Storage:
Tru Outdoor Luxury will be willing to store the customer’s furniture for a maximum of 6 months at no additional cost (free storage) provided the goods are paid for in full.

If an order remains in storage at Tru Outdoor Luxury for longer than the agreed period, then a monthly fee at the maximum permissible interest rate as governed by South African law, will be charged.

Should you wish to cancel your order at anytime during the storage period, storage fees will be applicable at 5% per month of the invoice value .

Voucher Validity:
Vouchers are valid only for the period as stipulated on the voucher. Vouchers can only be redeemed in-store and are not refundable. Lost vouchers cannot be replaced.

Vouchers are valid for 3 years in terms of the CPA.

Discounts, Promotions and Sales:
All discount offers exclude “Promo” or “Sale” items, unless otherwise specified. All pricing can be confirmed by contacting us by email or live chat. All special offers are subject to stock being available. 

Wooden Furniture Disclaimer:
Some products are made from reclaimed, recycled or salvaged wood and will therefore have nicks, marks and imperfections. Some products may have holes, cracks and metal visible and are most often handcrafted, creating character that is part of the look and / or design. These are not defects, signs of damage or poor quality. Some products are not sealed and therefore care needs to be taken during day to day use.

It is recommended that our wooden products are not placed directly on carpets, tiles or other surfaces as staining could occur.

Tru Outdoor Luxury Care Instructions for timber products are available online.

Assembling of Furniture by the Customer:
Tru Outdoor Luxury does not accept responsibility for items damaged due to incorrect assembly by a customer. Such items will not be considered for returns or refunds.

Descriptions and Features:
While every effort is made to ensure that the product you buy from Tru Outdoor Luxury corresponds as closely as possible to the images shown on our website, slight differences may occur. We regret that no responsibility can be accepted for variations which add to the unique characteristics of Tru Outdoor Luxury's products.

Errors:
Tru Outdoor Luxury makes every effort to ensure that the information we provide is correct. However, we cannot be held responsible for any form of misprint or defect. Details of your order should be checked and confirmed by yourself when your order is placed at the time of checkout. We do not hold ourselves responsible for any incorrect orders placed.

Risk:
Risk of loss or damage will transfer to the customer upon delivery or collection.

All goods remain the property of Tru Outdoor Luxury until paid for in full.

General:
Unless any applicable law prescribes otherwise, any agreement made with Tru Outdoor Luxury to buy a product or a connected service, shall be governed by the laws applicable to South Africa.

Warranty Policy 

What is the Tru Outdoor Luxury warranty ?

The Tru Outdoor Luxury warranty is considered to be one of the best warranties within the outdoor furniture industry.
Enjoy complete peace of mind on every item purchased from Tru Outdoor luxury, with our transparent and comprehensive warranty policy. 

Aluminium & Synthetic Rattan Furniture:

 
Rattan, Water Hyacinth & Wooden Furniture:

Shade Solutions:

Outdoor Decor, Outdoor Stools, Scatters & Throws, Accessories:

 
Rugs & Protective Covers: 

What is not covered by the warranty ?

Manufacturing defects are covered by the warranty. The warranty will not apply in the event of:

1. Accidental or intentional damage 
2. Damage caused by negligence, abuse or misuse of the products
3. Goods used for a purpose other than the purpose of which they were manufactured
4. Failure to comply with the Tru Outdoor Luxury instructions in respect of cleaning, maintenance and care (please read the care & maintenance manual of each product carefully, which is available on this website)
5. Damage caused by acts of God such as hail stone damage, natural disasters, etc

Repairs resulting from damages not covered by the warranty (not limited to the above), will attract a repair charge, which will be quoted on a customer by customer basis.

Will there be delivery charges in the event of a warranty claim ?

In the unlikely event of a claim within the warranty period, Tru Outdoor Luxury will arrange to have the defective item collected from the customer, repaired or replaced, and thereafter returned to the customer all at no charge to the customer.

The defective item will be collected from the delivery address at which the goods were originally delivered to.

In the event of the customer having moved to a new address within the warranty period and may require collection from a new address, delivery charges may apply if the delivery tariff from the new collection point differs from the delivery tariff of the original delivery point. 

Delivery charges will be applicable if the goods were originally collected from Tru Outdoor Luxury and the customer now requires the defective item to be uplifted from his/her address.

Will Tru Outdoor Luxury repair my goods out of warranty ? 

We have our in-house manufacturing facility and we are therefore in a position to assist our customer with repairs out of the warranty period. There will be a charge for repairs out of warranty. as well as for repairs not covered by the warranty.

How do I lodge a warranty claim ?

Step 1:  Email us your proof of purchase.

Step 2: Email us your name and surname, mobile number, detailed physical address for collection.

Step 3: Email us images of your defective product clearly showing the problem you are encountering. The more images you send to us, the better we are able to understand the issue you are facing.

Step 4: We will be in contact with you within 7 days of lodging your claim.  

If you are unsure about the warranty on any of our products, please feel free to Contact Us by email or by using the Live Chat option (office hours only) and we will be happy to assist.

Return Policy 

While Tru Outdoor Luxury makes every effort to accommodate our customer, our Return Policy has to be one that is both reasonable and in strict accordance with the relevant aspects of the Consumer Protection Act  of 2008 (CPA) and its regulations as amended.
Request for Returns can only be done within 24 hours of receiving your goods.
 

Can I return my non-defective goods if I am not satisfied after receiving my order ?

The customer is entitled to return the goods for either a full refund, an exchange or a voucher, provided a written request by email accompanied by the proof of purchase, is lodged within 24 hours (twenty four hours) from the date of delivery. Failure to lodge the request and documents within this window period, will result in the refund attracting a 20% handling fee as well as the full cost of the round trip delivery.

The goods must be in its original packaging with all tags still attached to the product and must be unused for a return to be accepted.

How long will it take for my refund ?

Once the stock has been received and inspected by Tru Outdoor Luxury and a refund has been accepted by Tru Outdoor Luxury, payment of the refunded amount shall be made into the consumer’s account within 14 days from the date of receiving the goods at our Durban warehouse should the customer have opted for a refund. 

How will I receive my refund ?

Once we have accepted a return and approved a refund, you will be refunded in the same manner in which you paid Tru Outdoor Luxury.

It will be either by:
– Credit Card (reversal back to your credit card and subject to banking delays)
– EFT (directly into your account – allow at least 48 hours)

Can I still return the goods once the 24 hour window period has passed ? 

After the 24 hour window period has passed, the customer may return the goods for either a refund, an exchange or a voucher, subject to a 20% handling fee and round trip transport costs being applicable, all for the customer's account.

What if I fail to return all the pieces that make up the product ?

If the customer returns a product for a refund, exchange or voucher but fails to return all the pieces or components that make up the product, Tru Outdoor Luxury reserves the right to either refuse the return or to only replace the item that was returned or estimate the value of the missing pieces or components in order to credit or refund the customer in respect of the returned item.

Can i return a custom made product ?

No returns will be offered on all custom made products.

What is the procedure for a refund ?

Step 1: Lodge the refund request by email within 24 hours of receiving delivery of the goods indicating your choice of either a refund or exchange

Step 2: Ensure the goods are in the original packaging and unused

Step 3: Tru Outdoor Luxury will contact you within 48 hours of receiving your request

Step 4: Our nominated transporter will arrange to collect the goods from you or you may deliver the goods to our Durban warehouse if you originally collected from our Durban warehouse

Step 5: Tru Outdoor Luxury will be in contact with you once we have received and inspected the goods at our Durban warehouse, which normally takes 14 days

Step 6: Tru Outdoor Luxury will process the refund within 14 days of inspecting the goods

Payment Options:
Payment can be made either by EFT, cash, credit or debit card. In the case of EFT payments, proof of payment must be forwarded to the relevant store. Please allow 3 business days for the receipt of EFT funds to be confirmed. 

For all products that are in stock and available immediately, payment is required in full 24 hours prior to delivery or collection.

For back orders and custom made goods, a deposit of 50% is required upon order confirmation to secure the goods or commence production.Once the goods are ready for dispatch, the balance of 50% is required 24 hours prior to delivery or collection.

Delivery or collection can only take place against cleared funds in our bank account.

Cancellations, Returns & Refunds Policy:
The customer is entitled to return the defective or non defective goods for a refund, exchange or credit note, provided a written request by email accompanied by the proof of purchase, is lodged within 24 hours (twenty four hours) from the date of delivery. The goods must be in its original packaging with all tags still attached to the product, be unused and not damaged in any way for a return to be accepted. Transport will be for the account of Tru Outdoor Luxury if the request if lodged within the 24 hour window period and if the goods were delivered by Tru Outdoor Luxury.

In the case of defective products after the 24 hour window period and within the first 3 (three) months of receiving the goods, the customer has the option of an exchange for another product of the same value or a voucher equivalent to the full purchase price of the goods, less the cost of any significant or abnormal wear and tear on the product, the cost of which will be determined fairly by Tru Outdoor Luxury. No refunds will be allowed during this period. Following the expiry of the 3 (three) month period, defective products will be covered by the product warranty. Transport will be for the account of Tru Outdoor Luxury if the request if lodged within the first 3 (three) months and if the goods were delivered by Tru Outdoor Luxury.

In the case of non-defective goods after the 24 hour window period, a return will not be accepted.

Tru Outdoor Luxury offers free storage as a value added service to its customers for up to 6 (six) months. Should the customer wish to cancel an order during the storage period, all payments made by the customer to Tru Outdoor Luxury in respect of the order will be forfeited.

No refunds, exchanges, returns and / or cancellations are permitted on sale items or goods that have been discounted / marked down.

No returns, refunds, exchanges and / or cancellations are permitted on items that have been custom made to the client's requirements, once the order has been confirmed and a deposit has been paid. The deposit will be forfeited in the event of a cancellation prior to delivery.

Defective Products:
In the unlikely event of a defective product during the warranty period, discontinue use of the product and immediately contact us within 24 hours by email or live chat.

In the unlikely event of out of box failure following collection or delivery, immediately contact us within 24 hours from date of goods received, by email or live chat. Failure to do so within this window period, will render a refund invalid. The customer will only be entitled to an exchange or voucher.

Delivery:
We have collaborated with a select group of transport providers who have the infrastructure to provide delivery nationwide and who are able to provide their specialized expertise to moving furniture.

Deliveries are quoted on a per trip basis.

Customers from Durban and surrounding areas may select either a basic drop and go delivery service or a full service delivery option which includes pick up, deliver, unwrap, placement, assembly (if need be), removal of the waste packaging and disposal of the waste packaging.

Customers out of the Durban area will receive their orders on a drop and go basis.

You may opt to collect your order from our Durban Warehouse, at your own risk. Damages or lost items (example glass damage or cushions missing) are not covered in the event of the customer arranging their own transport, once the goods have been dispatched to the customer or to the transporter appointed by the customer.

Deliveries requiring special arrangements (eg carrying a lounge set up several flights of stairs, in the absence of a lift / lift restrictions) can be made but will be at an additional cost to the customer.

Some of our transporters make use of large delivery vehicles. It is the responsibility if the customer to check with our sales consultants if these vehicles will be able to gain access to your premises as certain estates, complexes etc have weight and height restrictions, which may pose an accessibility challenge to our transporters.

Overseas and cross border deliveries can be also arranged. Please talk to one of our trained sales consultants who will be able to assist with your shipping requirements.

Tru Outdoor Luxury cannot guarantee delivery to all countries or locations (eg a farm location with limited road access).

Delivery charges will be added to the customer’s invoice for payment where necessary or may be paid in cash directly to our transport contractor upon delivery, with prior arrangement.

Specific delivery times can be made or agreed to closer to the time of delivery. However please take note that delays may occur due to circumstances beyond our control.

On delivery, a two or three person crew will arrive and deliver to your room of choice, provided there is safe or acceptable access. Please assist us by clearing the pathways and removing ornaments that might get in the way. 
We cannot be held responsible for any form of breakage or damage.

Upon delivery it is imperative that an adult receive the goods. Customers are required to physically inspect the goods upon arrival. There is no warranty available on glass and cushions.

Storage:
Tru Outdoor Luxury will be willing to store the customer’s furniture for a maximum of 6 months at no additional cost (free storage) provided the goods are paid for in full.

If an order remains in storage at Tru Outdoor Luxury for longer than the agreed period, then a monthly fee at the maximum permissible interest rate as governed by South African law, will be charged.

Should you wish to cancel your order at anytime during the storage period, storage fees will be applicable at 5% per month of the invoice value .

Voucher Validity:
Vouchers are valid only for the period as stipulated on the voucher. Vouchers can only be redeemed in-store and are not refundable. Lost vouchers cannot be replaced.

Vouchers are valid for 3 years in terms of the CPA.

Discounts, Promotions and Sales:
All discount offers exclude “Promo” or “Sale” items, unless otherwise specified. All pricing can be confirmed by contacting us by email or live chat. All special offers are subject to stock being available. 

Wooden Furniture Disclaimer:
Some products are made from reclaimed, recycled or salvaged wood and will therefore have nicks, marks and imperfections. Some products may have holes, cracks and metal visible and are most often handcrafted, creating character that is part of the look and / or design. These are not defects, signs of damage or poor quality. Some products are not sealed and therefore care needs to be taken during day to day use.

It is recommended that our wooden products are not placed directly on carpets, tiles or other surfaces as staining could occur.

Tru Outdoor Luxury Care Instructions for timber products are available online.

Assembling of Furniture by the Customer:
Tru Outdoor Luxury does not accept responsibility for items damaged due to incorrect assembly by a customer. Such items will not be considered for returns or refunds.

Descriptions and Features:
While every effort is made to ensure that the product you buy from Tru Outdoor Luxury corresponds as closely as possible to the images shown on our website, slight differences may occur. We regret that no responsibility can be accepted for variations which add to the unique characteristics of Tru Outdoor Luxury's products.

Errors:
Tru Outdoor Luxury makes every effort to ensure that the information we provide is correct. However, we cannot be held responsible for any form of misprint or defect. Details of your order should be checked and confirmed by yourself when your order is placed at the time of checkout. We do not hold ourselves responsible for any incorrect orders placed.

Risk:
Risk of loss or damage will transfer to the customer upon delivery or collection.

All goods remain the property of Tru Outdoor Luxury until paid for in full.

General:
Unless any applicable law prescribes otherwise, any agreement made with Tru Outdoor Luxury to buy a product or a connected service, shall be governed by the laws applicable to South Africa.

Warranty Policy 

What is the Tru Outdoor Luxury warranty ?

The Tru Outdoor Luxury warranty is considered to be one of the best warranties within the outdoor furniture industry.
Enjoy complete peace of mind on every item purchased from Tru Outdoor luxury, with our transparent and comprehensive warranty policy. 

Aluminium & Synthetic Rattan Furniture:

 
Rattan, Water Hyacinth & Wooden Furniture:

Shade Solutions:

Outdoor Decor, Outdoor Stools, Scatters & Throws, Accessories:

 
Rugs & Protective Covers: 

What is not covered by the warranty ?

Manufacturing defects are covered by the warranty. The warranty will not apply in the event of:

1. Accidental or intentional damage 
2. Damage caused by negligence, abuse or misuse of the products
3. Goods used for a purpose other than the purpose of which they were manufactured
4. Failure to comply with the Tru Outdoor Luxury instructions in respect of cleaning, maintenance and care (please read the care & maintenance manual of each product carefully, which is available on this website)
5. Damage caused by acts of God such as hail stone damage, natural disasters, etc

Repairs resulting from damages not covered by the warranty (not limited to the above), will attract a repair charge, which will be quoted on a customer by customer basis.

Will there be delivery charges in the event of a warranty claim ?

In the unlikely event of a claim within the warranty period, Tru Outdoor Luxury will arrange to have the defective item collected from the customer, repaired or replaced, and thereafter returned to the customer all at no charge to the customer.

The defective item will be collected from the delivery address at which the goods were originally delivered to.

In the event of the customer having moved to a new address within the warranty period and may require collection from a new address, delivery charges may apply if the delivery tariff from the new collection point differs from the delivery tariff of the original delivery point. 

Delivery charges will be applicable if the goods were originally collected from Tru Outdoor Luxury and the customer now requires the defective item to be uplifted from his/her address.

Will Tru Outdoor Luxury repair my goods out of warranty ? 

We have our in-house manufacturing facility and we are therefore in a position to assist our customer with repairs out of the warranty period. There will be a charge for repairs out of warranty. as well as for repairs not covered by the warranty.

How do I lodge a warranty claim ?

Step 1:  Email us your proof of purchase.

Step 2: Email us your name and surname, mobile number, detailed physical address for collection.

Step 3: Email us images of your defective product clearly showing the problem you are encountering. The more images you send to us, the better we are able to understand the issue you are facing.

Step 4: We will be in contact with you within 7 days of lodging your claim.  

If you are unsure about the warranty on any of our products, please feel free to Contact Us by email or by using the Live Chat option (office hours only) and we will be happy to assist.

Return Policy 

While Tru Outdoor Luxury makes every effort to accommodate our customer, our Return Policy has to be one that is both reasonable and in strict accordance with the relevant aspects of the Consumer Protection Act  of 2008 (CPA) and its regulations as amended.
Request for Returns can only be done within 24 hours of receiving your goods.
 

Can I return my non-defective goods if I am not satisfied after receiving my order ?

The customer is entitled to return the goods for either a full refund, an exchange or a voucher, provided a written request by email accompanied by the proof of purchase, is lodged within 24 hours (twenty four hours) from the date of delivery. Failure to lodge the request and documents within this window period, will result in the refund attracting a 20% handling fee as well as the full cost of the round trip delivery.

The goods must be in its original packaging with all tags still attached to the product and must be unused for a return to be accepted.

How long will it take for my refund ?

Once the stock has been received and inspected by Tru Outdoor Luxury and a refund has been accepted by Tru Outdoor Luxury, payment of the refunded amount shall be made into the consumer’s account within 14 days from the date of receiving the goods at our Durban warehouse should the customer have opted for a refund. 

How will I receive my refund ?

Once we have accepted a return and approved a refund, you will be refunded in the same manner in which you paid Tru Outdoor Luxury.

It will be either by:
– Credit Card (reversal back to your credit card and subject to banking delays)
– EFT (directly into your account – allow at least 48 hours)

Can I still return the goods once the 24 hour window period has passed ? 

After the 24 hour window period has passed, the customer may return the goods for either a refund, an exchange or a voucher, subject to a 20% handling fee and round trip transport costs being applicable, all for the customer's account.

What if I fail to return all the pieces that make up the product ?

If the customer returns a product for a refund, exchange or voucher but fails to return all the pieces or components that make up the product, Tru Outdoor Luxury reserves the right to either refuse the return or to only replace the item that was returned or estimate the value of the missing pieces or components in order to credit or refund the customer in respect of the returned item.

Can i return a custom made product ?

No returns will be offered on all custom made products.

What is the procedure for a refund ?

Step 1: Lodge the refund request by email within 24 hours of receiving delivery of the goods indicating your choice of either a refund or exchange

Step 2: Ensure the goods are in the original packaging and unused

Step 3: Tru Outdoor Luxury will contact you within 48 hours of receiving your request

Step 4: Our nominated transporter will arrange to collect the goods from you or you may deliver the goods to our Durban warehouse if you originally collected from our Durban warehouse

Step 5: Tru Outdoor Luxury will be in contact with you once we have received and inspected the goods at our Durban warehouse, which normally takes 14 days

Step 6: Tru Outdoor Luxury will process the refund within 14 days of inspecting the goods

Payment Options:
Payment can be made either by EFT, cash, credit or debit card. In the case of EFT payments, proof of payment must be forwarded to the relevant store. Please allow 3 business days for the receipt of EFT funds to be confirmed. 

For all products that are in stock and available immediately, payment is required in full 24 hours prior to delivery or collection.

For back orders and custom made goods, a deposit of 50% is required upon order confirmation to secure the goods or commence production.Once the goods are ready for dispatch, the balance of 50% is required 24 hours prior to delivery or collection.

Delivery or collection can only take place against cleared funds in our bank account.

Cancellations, Returns & Refunds Policy:
The customer is entitled to return the defective or non defective goods for a refund, exchange or credit note, provided a written request by email accompanied by the proof of purchase, is lodged within 24 hours (twenty four hours) from the date of delivery. The goods must be in its original packaging with all tags still attached to the product, be unused and not damaged in any way for a return to be accepted. Transport will be for the account of Tru Outdoor Luxury if the request if lodged within the 24 hour window period and if the goods were delivered by Tru Outdoor Luxury.

In the case of defective products after the 24 hour window period and within the first 3 (three) months of receiving the goods, the customer has the option of an exchange for another product of the same value or a voucher equivalent to the full purchase price of the goods, less the cost of any significant or abnormal wear and tear on the product, the cost of which will be determined fairly by Tru Outdoor Luxury. No refunds will be allowed during this period. Following the expiry of the 3 (three) month period, defective products will be covered by the product warranty. Transport will be for the account of Tru Outdoor Luxury if the request if lodged within the first 3 (three) months and if the goods were delivered by Tru Outdoor Luxury.

In the case of non-defective goods after the 24 hour window period, a return will not be accepted.

Tru Outdoor Luxury offers free storage as a value added service to its customers for up to 6 (six) months. Should the customer wish to cancel an order during the storage period, all payments made by the customer to Tru Outdoor Luxury in respect of the order will be forfeited.

No refunds, exchanges, returns and / or cancellations are permitted on sale items or goods that have been discounted / marked down.

No returns, refunds, exchanges and / or cancellations are permitted on items that have been custom made to the client's requirements, once the order has been confirmed and a deposit has been paid. The deposit will be forfeited in the event of a cancellation prior to delivery.

Defective Products:
In the unlikely event of a defective product during the warranty period, discontinue use of the product and immediately contact us within 24 hours by email or live chat.

In the unlikely event of out of box failure following collection or delivery, immediately contact us within 24 hours from date of goods received, by email or live chat. Failure to do so within this window period, will render a refund invalid. The customer will only be entitled to an exchange or voucher.

Delivery:
We have collaborated with a select group of transport providers who have the infrastructure to provide delivery nationwide and who are able to provide their specialized expertise to moving furniture.

Deliveries are quoted on a per trip basis.

Customers from Durban and surrounding areas may select either a basic drop and go delivery service or a full service delivery option which includes pick up, deliver, unwrap, placement, assembly (if need be), removal of the waste packaging and disposal of the waste packaging.

Customers out of the Durban area will receive their orders on a drop and go basis.

You may opt to collect your order from our Durban Warehouse, at your own risk. Damages or lost items (example glass damage or cushions missing) are not covered in the event of the customer arranging their own transport, once the goods have been dispatched to the customer or to the transporter appointed by the customer.

Deliveries requiring special arrangements (eg carrying a lounge set up several flights of stairs, in the absence of a lift / lift restrictions) can be made but will be at an additional cost to the customer.

Some of our transporters make use of large delivery vehicles. It is the responsibility if the customer to check with our sales consultants if these vehicles will be able to gain access to your premises as certain estates, complexes etc have weight and height restrictions, which may pose an accessibility challenge to our transporters.

Overseas and cross border deliveries can be also arranged. Please talk to one of our trained sales consultants who will be able to assist with your shipping requirements.

Tru Outdoor Luxury cannot guarantee delivery to all countries or locations (eg a farm location with limited road access).

Delivery charges will be added to the customer’s invoice for payment where necessary or may be paid in cash directly to our transport contractor upon delivery, with prior arrangement.

Specific delivery times can be made or agreed to closer to the time of delivery. However please take note that delays may occur due to circumstances beyond our control.

On delivery, a two or three person crew will arrive and deliver to your room of choice, provided there is safe or acceptable access. Please assist us by clearing the pathways and removing ornaments that might get in the way. 
We cannot be held responsible for any form of breakage or damage.

Upon delivery it is imperative that an adult receive the goods. Customers are required to physically inspect the goods upon arrival. There is no warranty available on glass and cushions.

Storage:
Tru Outdoor Luxury will be willing to store the customer’s furniture for a maximum of 6 months at no additional cost (free storage) provided the goods are paid for in full.

If an order remains in storage at Tru Outdoor Luxury for longer than the agreed period, then a monthly fee at the maximum permissible interest rate as governed by South African law, will be charged.

Should you wish to cancel your order at anytime during the storage period, storage fees will be applicable at 5% per month of the invoice value .

Voucher Validity:
Vouchers are valid only for the period as stipulated on the voucher. Vouchers can only be redeemed in-store and are not refundable. Lost vouchers cannot be replaced.

Vouchers are valid for 3 years in terms of the CPA.

Discounts, Promotions and Sales:
All discount offers exclude “Promo” or “Sale” items, unless otherwise specified. All pricing can be confirmed by contacting us by email or live chat. All special offers are subject to stock being available. 

Wooden Furniture Disclaimer:
Some products are made from reclaimed, recycled or salvaged wood and will therefore have nicks, marks and imperfections. Some products may have holes, cracks and metal visible and are most often handcrafted, creating character that is part of the look and / or design. These are not defects, signs of damage or poor quality. Some products are not sealed and therefore care needs to be taken during day to day use.

It is recommended that our wooden products are not placed directly on carpets, tiles or other surfaces as staining could occur.

Tru Outdoor Luxury Care Instructions for timber products are available online.

Assembling of Furniture by the Customer:
Tru Outdoor Luxury does not accept responsibility for items damaged due to incorrect assembly by a customer. Such items will not be considered for returns or refunds.

Descriptions and Features:
While every effort is made to ensure that the product you buy from Tru Outdoor Luxury corresponds as closely as possible to the images shown on our website, slight differences may occur. We regret that no responsibility can be accepted for variations which add to the unique characteristics of Tru Outdoor Luxury's products.

Errors:
Tru Outdoor Luxury makes every effort to ensure that the information we provide is correct. However, we cannot be held responsible for any form of misprint or defect. Details of your order should be checked and confirmed by yourself when your order is placed at the time of checkout. We do not hold ourselves responsible for any incorrect orders placed.

Risk:
Risk of loss or damage will transfer to the customer upon delivery or collection.

All goods remain the property of Tru Outdoor Luxury until paid for in full.

General:
Unless any applicable law prescribes otherwise, any agreement made with Tru Outdoor Luxury to buy a product or a connected service, shall be governed by the laws applicable to South Africa.

Warranty Policy 

What is the Tru Outdoor Luxury warranty ?

The Tru Outdoor Luxury warranty is considered to be one of the best warranties within the outdoor furniture industry.
Enjoy complete peace of mind on every item purchased from Tru Outdoor luxury, with our transparent and comprehensive warranty policy. 

Aluminium & Synthetic Rattan Furniture:

 
Rattan, Water Hyacinth & Wooden Furniture:

Shade Solutions:

Outdoor Decor, Outdoor Stools, Scatters & Throws, Accessories:

 
Rugs & Protective Covers: 

What is not covered by the warranty ?

Manufacturing defects are covered by the warranty. The warranty will not apply in the event of:

1. Accidental or intentional damage 
2. Damage caused by negligence, abuse or misuse of the products
3. Goods used for a purpose other than the purpose of which they were manufactured
4. Failure to comply with the Tru Outdoor Luxury instructions in respect of cleaning, maintenance and care (please read the care & maintenance manual of each product carefully, which is available on this website)
5. Damage caused by acts of God such as hail stone damage, natural disasters, etc

Repairs resulting from damages not covered by the warranty (not limited to the above), will attract a repair charge, which will be quoted on a customer by customer basis.

Will there be delivery charges in the event of a warranty claim ?

In the unlikely event of a claim within the warranty period, Tru Outdoor Luxury will arrange to have the defective item collected from the customer, repaired or replaced, and thereafter returned to the customer all at no charge to the customer.

The defective item will be collected from the delivery address at which the goods were originally delivered to.

In the event of the customer having moved to a new address within the warranty period and may require collection from a new address, delivery charges may apply if the delivery tariff from the new collection point differs from the delivery tariff of the original delivery point. 

Delivery charges will be applicable if the goods were originally collected from Tru Outdoor Luxury and the customer now requires the defective item to be uplifted from his/her address.

Will Tru Outdoor Luxury repair my goods out of warranty ? 

We have our in-house manufacturing facility and we are therefore in a position to assist our customer with repairs out of the warranty period. There will be a charge for repairs out of warranty. as well as for repairs not covered by the warranty.

How do I lodge a warranty claim ?

Step 1:  Email us your proof of purchase.

Step 2: Email us your name and surname, mobile number, detailed physical address for collection.

Step 3: Email us images of your defective product clearly showing the problem you are encountering. The more images you send to us, the better we are able to understand the issue you are facing.

Step 4: We will be in contact with you within 7 days of lodging your claim.  

If you are unsure about the warranty on any of our products, please feel free to Contact Us by email or by using the Live Chat option (office hours only) and we will be happy to assist.

Return Policy 

While Tru Outdoor Luxury makes every effort to accommodate our customer, our Return Policy has to be one that is both reasonable and in strict accordance with the relevant aspects of the Consumer Protection Act  of 2008 (CPA) and its regulations as amended.
Request for Returns can only be done within 24 hours of receiving your goods.
 

Can I return my non-defective goods if I am not satisfied after receiving my order ?

The customer is entitled to return the goods for either a full refund, an exchange or a voucher, provided a written request by email accompanied by the proof of purchase, is lodged within 24 hours (twenty four hours) from the date of delivery. Failure to lodge the request and documents within this window period, will result in the refund attracting a 20% handling fee as well as the full cost of the round trip delivery.

The goods must be in its original packaging with all tags still attached to the product and must be unused for a return to be accepted.

How long will it take for my refund ?

Once the stock has been received and inspected by Tru Outdoor Luxury and a refund has been accepted by Tru Outdoor Luxury, payment of the refunded amount shall be made into the consumer’s account within 14 days from the date of receiving the goods at our Durban warehouse should the customer have opted for a refund. 

How will I receive my refund ?

Once we have accepted a return and approved a refund, you will be refunded in the same manner in which you paid Tru Outdoor Luxury.

It will be either by:
– Credit Card (reversal back to your credit card and subject to banking delays)
– EFT (directly into your account – allow at least 48 hours)

Can I still return the goods once the 24 hour window period has passed ? 

After the 24 hour window period has passed, the customer may return the goods for either a refund, an exchange or a voucher, subject to a 20% handling fee and round trip transport costs being applicable, all for the customer's account.

What if I fail to return all the pieces that make up the product ?

If the customer returns a product for a refund, exchange or voucher but fails to return all the pieces or components that make up the product, Tru Outdoor Luxury reserves the right to either refuse the return or to only replace the item that was returned or estimate the value of the missing pieces or components in order to credit or refund the customer in respect of the returned item.

Can i return a custom made product ?

No returns will be offered on all custom made products.

What is the procedure for a refund ?

Step 1: Lodge the refund request by email within 24 hours of receiving delivery of the goods indicating your choice of either a refund or exchange

Step 2: Ensure the goods are in the original packaging and unused

Step 3: Tru Outdoor Luxury will contact you within 48 hours of receiving your request

Step 4: Our nominated transporter will arrange to collect the goods from you or you may deliver the goods to our Durban warehouse if you originally collected from our Durban warehouse

Step 5: Tru Outdoor Luxury will be in contact with you once we have received and inspected the goods at our Durban warehouse, which normally takes 14 days

Step 6: Tru Outdoor Luxury will process the refund within 14 days of inspecting the goods

Payment Options:
Payment can be made either by EFT, cash, credit or debit card. In the case of EFT payments, proof of payment must be forwarded to the relevant store. Please allow 3 business days for the receipt of EFT funds to be confirmed. 

For all products that are in stock and available immediately, payment is required in full 24 hours prior to delivery or collection.

For back orders and custom made goods, a deposit of 50% is required upon order confirmation to secure the goods or commence production.Once the goods are ready for dispatch, the balance of 50% is required 24 hours prior to delivery or collection.

Delivery or collection can only take place against cleared funds in our bank account.

Cancellations, Returns & Refunds Policy:
The customer is entitled to return the defective or non defective goods for a refund, exchange or credit note, provided a written request by email accompanied by the proof of purchase, is lodged within 24 hours (twenty four hours) from the date of delivery. The goods must be in its original packaging with all tags still attached to the product, be unused and not damaged in any way for a return to be accepted. Transport will be for the account of Tru Outdoor Luxury if the request if lodged within the 24 hour window period and if the goods were delivered by Tru Outdoor Luxury.

In the case of defective products after the 24 hour window period and within the first 3 (three) months of receiving the goods, the customer has the option of an exchange for another product of the same value or a voucher equivalent to the full purchase price of the goods, less the cost of any significant or abnormal wear and tear on the product, the cost of which will be determined fairly by Tru Outdoor Luxury. No refunds will be allowed during this period. Following the expiry of the 3 (three) month period, defective products will be covered by the product warranty. Transport will be for the account of Tru Outdoor Luxury if the request if lodged within the first 3 (three) months and if the goods were delivered by Tru Outdoor Luxury.

In the case of non-defective goods after the 24 hour window period, a return will not be accepted.

Tru Outdoor Luxury offers free storage as a value added service to its customers for up to 6 (six) months. Should the customer wish to cancel an order during the storage period, all payments made by the customer to Tru Outdoor Luxury in respect of the order will be forfeited.

No refunds, exchanges, returns and / or cancellations are permitted on sale items or goods that have been discounted / marked down.

No returns, refunds, exchanges and / or cancellations are permitted on items that have been custom made to the client's requirements, once the order has been confirmed and a deposit has been paid. The deposit will be forfeited in the event of a cancellation prior to delivery.

Defective Products:
In the unlikely event of a defective product during the warranty period, discontinue use of the product and immediately contact us within 24 hours by email or live chat.

In the unlikely event of out of box failure following collection or delivery, immediately contact us within 24 hours from date of goods received, by email or live chat. Failure to do so within this window period, will render a refund invalid. The customer will only be entitled to an exchange or voucher.

Delivery:
We have collaborated with a select group of transport providers who have the infrastructure to provide delivery nationwide and who are able to provide their specialized expertise to moving furniture.

Deliveries are quoted on a per trip basis.

Customers from Durban and surrounding areas may select either a basic drop and go delivery service or a full service delivery option which includes pick up, deliver, unwrap, placement, assembly (if need be), removal of the waste packaging and disposal of the waste packaging.

Customers out of the Durban area will receive their orders on a drop and go basis.

You may opt to collect your order from our Durban Warehouse, at your own risk. Damages or lost items (example glass damage or cushions missing) are not covered in the event of the customer arranging their own transport, once the goods have been dispatched to the customer or to the transporter appointed by the customer.

Deliveries requiring special arrangements (eg carrying a lounge set up several flights of stairs, in the absence of a lift / lift restrictions) can be made but will be at an additional cost to the customer.

Some of our transporters make use of large delivery vehicles. It is the responsibility if the customer to check with our sales consultants if these vehicles will be able to gain access to your premises as certain estates, complexes etc have weight and height restrictions, which may pose an accessibility challenge to our transporters.

Overseas and cross border deliveries can be also arranged. Please talk to one of our trained sales consultants who will be able to assist with your shipping requirements.

Tru Outdoor Luxury cannot guarantee delivery to all countries or locations (eg a farm location with limited road access).

Delivery charges will be added to the customer’s invoice for payment where necessary or may be paid in cash directly to our transport contractor upon delivery, with prior arrangement.

Specific delivery times can be made or agreed to closer to the time of delivery. However please take note that delays may occur due to circumstances beyond our control.

On delivery, a two or three person crew will arrive and deliver to your room of choice, provided there is safe or acceptable access. Please assist us by clearing the pathways and removing ornaments that might get in the way. 
We cannot be held responsible for any form of breakage or damage.

Upon delivery it is imperative that an adult receive the goods. Customers are required to physically inspect the goods upon arrival. There is no warranty available on glass and cushions.

Storage:
Tru Outdoor Luxury will be willing to store the customer’s furniture for a maximum of 6 months at no additional cost (free storage) provided the goods are paid for in full.

If an order remains in storage at Tru Outdoor Luxury for longer than the agreed period, then a monthly fee at the maximum permissible interest rate as governed by South African law, will be charged.

Should you wish to cancel your order at anytime during the storage period, storage fees will be applicable at 5% per month of the invoice value .

Voucher Validity:
Vouchers are valid only for the period as stipulated on the voucher. Vouchers can only be redeemed in-store and are not refundable. Lost vouchers cannot be replaced.

Vouchers are valid for 3 years in terms of the CPA.

Discounts, Promotions and Sales:
All discount offers exclude “Promo” or “Sale” items, unless otherwise specified. All pricing can be confirmed by contacting us by email or live chat. All special offers are subject to stock being available. 

Wooden Furniture Disclaimer:
Some products are made from reclaimed, recycled or salvaged wood and will therefore have nicks, marks and imperfections. Some products may have holes, cracks and metal visible and are most often handcrafted, creating character that is part of the look and / or design. These are not defects, signs of damage or poor quality. Some products are not sealed and therefore care needs to be taken during day to day use.

It is recommended that our wooden products are not placed directly on carpets, tiles or other surfaces as staining could occur.

Tru Outdoor Luxury Care Instructions for timber products are available online.

Assembling of Furniture by the Customer:
Tru Outdoor Luxury does not accept responsibility for items damaged due to incorrect assembly by a customer. Such items will not be considered for returns or refunds.

Descriptions and Features:
While every effort is made to ensure that the product you buy from Tru Outdoor Luxury corresponds as closely as possible to the images shown on our website, slight differences may occur. We regret that no responsibility can be accepted for variations which add to the unique characteristics of Tru Outdoor Luxury's products.

Errors:
Tru Outdoor Luxury makes every effort to ensure that the information we provide is correct. However, we cannot be held responsible for any form of misprint or defect. Details of your order should be checked and confirmed by yourself when your order is placed at the time of checkout. We do not hold ourselves responsible for any incorrect orders placed.

Risk:
Risk of loss or damage will transfer to the customer upon delivery or collection.

All goods remain the property of Tru Outdoor Luxury until paid for in full.

General:
Unless any applicable law prescribes otherwise, any agreement made with Tru Outdoor Luxury to buy a product or a connected service, shall be governed by the laws applicable to South Africa.

Warranty Policy 

What is the Tru Outdoor Luxury warranty ?

The Tru Outdoor Luxury warranty is considered to be one of the best warranties within the outdoor furniture industry.
Enjoy complete peace of mind on every item purchased from Tru Outdoor luxury, with our transparent and comprehensive warranty policy. 

Aluminium & Synthetic Rattan Furniture:

 
Rattan, Water Hyacinth & Wooden Furniture:

Shade Solutions:

Outdoor Decor, Outdoor Stools, Scatters & Throws, Accessories:

 
Rugs & Protective Covers: 

What is not covered by the warranty ?

Manufacturing defects are covered by the warranty. The warranty will not apply in the event of:

1. Accidental or intentional damage 
2. Damage caused by negligence, abuse or misuse of the products
3. Goods used for a purpose other than the purpose of which they were manufactured
4. Failure to comply with the Tru Outdoor Luxury instructions in respect of cleaning, maintenance and care (please read the care & maintenance manual of each product carefully, which is available on this website)
5. Damage caused by acts of God such as hail stone damage, natural disasters, etc

Repairs resulting from damages not covered by the warranty (not limited to the above), will attract a repair charge, which will be quoted on a customer by customer basis.

Will there be delivery charges in the event of a warranty claim ?

In the unlikely event of a claim within the warranty period, Tru Outdoor Luxury will arrange to have the defective item collected from the customer, repaired or replaced, and thereafter returned to the customer all at no charge to the customer.

The defective item will be collected from the delivery address at which the goods were originally delivered to.

In the event of the customer having moved to a new address within the warranty period and may require collection from a new address, delivery charges may apply if the delivery tariff from the new collection point differs from the delivery tariff of the original delivery point. 

Delivery charges will be applicable if the goods were originally collected from Tru Outdoor Luxury and the customer now requires the defective item to be uplifted from his/her address.

Will Tru Outdoor Luxury repair my goods out of warranty ? 

We have our in-house manufacturing facility and we are therefore in a position to assist our customer with repairs out of the warranty period. There will be a charge for repairs out of warranty. as well as for repairs not covered by the warranty.

How do I lodge a warranty claim ?

Step 1:  Email us your proof of purchase.

Step 2: Email us your name and surname, mobile number, detailed physical address for collection.

Step 3: Email us images of your defective product clearly showing the problem you are encountering. The more images you send to us, the better we are able to understand the issue you are facing.

Step 4: We will be in contact with you within 7 days of lodging your claim.  

If you are unsure about the warranty on any of our products, please feel free to Contact Us by email or by using the Live Chat option (office hours only) and we will be happy to assist.

Return Policy 

While Tru Outdoor Luxury makes every effort to accommodate our customer, our Return Policy has to be one that is both reasonable and in strict accordance with the relevant aspects of the Consumer Protection Act  of 2008 (CPA) and its regulations as amended.
Request for Returns can only be done within 24 hours of receiving your goods.
 

Can I return my non-defective goods if I am not satisfied after receiving my order ?

The customer is entitled to return the goods for either a full refund, an exchange or a voucher, provided a written request by email accompanied by the proof of purchase, is lodged within 24 hours (twenty four hours) from the date of delivery. Failure to lodge the request and documents within this window period, will result in the refund attracting a 20% handling fee as well as the full cost of the round trip delivery.

The goods must be in its original packaging with all tags still attached to the product and must be unused for a return to be accepted.

How long will it take for my refund ?

Once the stock has been received and inspected by Tru Outdoor Luxury and a refund has been accepted by Tru Outdoor Luxury, payment of the refunded amount shall be made into the consumer’s account within 14 days from the date of receiving the goods at our Durban warehouse should the customer have opted for a refund. 

How will I receive my refund ?

Once we have accepted a return and approved a refund, you will be refunded in the same manner in which you paid Tru Outdoor Luxury.

It will be either by:
– Credit Card (reversal back to your credit card and subject to banking delays)
– EFT (directly into your account – allow at least 48 hours)

Can I still return the goods once the 24 hour window period has passed ? 

After the 24 hour window period has passed, the customer may return the goods for either a refund, an exchange or a voucher, subject to a 20% handling fee and round trip transport costs being applicable, all for the customer's account.

What if I fail to return all the pieces that make up the product ?

If the customer returns a product for a refund, exchange or voucher but fails to return all the pieces or components that make up the product, Tru Outdoor Luxury reserves the right to either refuse the return or to only replace the item that was returned or estimate the value of the missing pieces or components in order to credit or refund the customer in respect of the returned item.

Can i return a custom made product ?

No returns will be offered on all custom made products.

What is the procedure for a refund ?

Step 1: Lodge the refund request by email within 24 hours of receiving delivery of the goods indicating your choice of either a refund or exchange

Step 2: Ensure the goods are in the original packaging and unused

Step 3: Tru Outdoor Luxury will contact you within 48 hours of receiving your request

Step 4: Our nominated transporter will arrange to collect the goods from you or you may deliver the goods to our Durban warehouse if you originally collected from our Durban warehouse

Step 5: Tru Outdoor Luxury will be in contact with you once we have received and inspected the goods at our Durban warehouse, which normally takes 14 days

Step 6: Tru Outdoor Luxury will process the refund within 14 days of inspecting the goods

Payment Options:
Payment can be made either by EFT, cash, credit or debit card. In the case of EFT payments, proof of payment must be forwarded to the relevant store. Please allow 3 business days for the receipt of EFT funds to be confirmed. 

For all products that are in stock and available immediately, payment is required in full 24 hours prior to delivery or collection.

For back orders and custom made goods, a deposit of 50% is required upon order confirmation to secure the goods or commence production.Once the goods are ready for dispatch, the balance of 50% is required 24 hours prior to delivery or collection.

Delivery or collection can only take place against cleared funds in our bank account.

Cancellations, Returns & Refunds Policy:
The customer is entitled to return the defective or non defective goods for a refund, exchange or credit note, provided a written request by email accompanied by the proof of purchase, is lodged within 24 hours (twenty four hours) from the date of delivery. The goods must be in its original packaging with all tags still attached to the product, be unused and not damaged in any way for a return to be accepted. Transport will be for the account of Tru Outdoor Luxury if the request if lodged within the 24 hour window period and if the goods were delivered by Tru Outdoor Luxury.

In the case of defective products after the 24 hour window period and within the first 3 (three) months of receiving the goods, the customer has the option of an exchange for another product of the same value or a voucher equivalent to the full purchase price of the goods, less the cost of any significant or abnormal wear and tear on the product, the cost of which will be determined fairly by Tru Outdoor Luxury. No refunds will be allowed during this period. Following the expiry of the 3 (three) month period, defective products will be covered by the product warranty. Transport will be for the account of Tru Outdoor Luxury if the request if lodged within the first 3 (three) months and if the goods were delivered by Tru Outdoor Luxury.

In the case of non-defective goods after the 24 hour window period, a return will not be accepted.

Tru Outdoor Luxury offers free storage as a value added service to its customers for up to 6 (six) months. Should the customer wish to cancel an order during the storage period, all payments made by the customer to Tru Outdoor Luxury in respect of the order will be forfeited.

No refunds, exchanges, returns and / or cancellations are permitted on sale items or goods that have been discounted / marked down.

No returns, refunds, exchanges and / or cancellations are permitted on items that have been custom made to the client's requirements, once the order has been confirmed and a deposit has been paid. The deposit will be forfeited in the event of a cancellation prior to delivery.

Defective Products:
In the unlikely event of a defective product during the warranty period, discontinue use of the product and immediately contact us within 24 hours by email or live chat.

In the unlikely event of out of box failure following collection or delivery, immediately contact us within 24 hours from date of goods received, by email or live chat. Failure to do so within this window period, will render a refund invalid. The customer will only be entitled to an exchange or voucher.

Delivery:
We have collaborated with a select group of transport providers who have the infrastructure to provide delivery nationwide and who are able to provide their specialized expertise to moving furniture.

Deliveries are quoted on a per trip basis.

Customers from Durban and surrounding areas may select either a basic drop and go delivery service or a full service delivery option which includes pick up, deliver, unwrap, placement, assembly (if need be), removal of the waste packaging and disposal of the waste packaging.

Customers out of the Durban area will receive their orders on a drop and go basis.

You may opt to collect your order from our Durban Warehouse, at your own risk. Damages or lost items (example glass damage or cushions missing) are not covered in the event of the customer arranging their own transport, once the goods have been dispatched to the customer or to the transporter appointed by the customer.

Deliveries requiring special arrangements (eg carrying a lounge set up several flights of stairs, in the absence of a lift / lift restrictions) can be made but will be at an additional cost to the customer.

Some of our transporters make use of large delivery vehicles. It is the responsibility if the customer to check with our sales consultants if these vehicles will be able to gain access to your premises as certain estates, complexes etc have weight and height restrictions, which may pose an accessibility challenge to our transporters.

Overseas and cross border deliveries can be also arranged. Please talk to one of our trained sales consultants who will be able to assist with your shipping requirements.

Tru Outdoor Luxury cannot guarantee delivery to all countries or locations (eg a farm location with limited road access).

Delivery charges will be added to the customer’s invoice for payment where necessary or may be paid in cash directly to our transport contractor upon delivery, with prior arrangement.

Specific delivery times can be made or agreed to closer to the time of delivery. However please take note that delays may occur due to circumstances beyond our control.

On delivery, a two or three person crew will arrive and deliver to your room of choice, provided there is safe or acceptable access. Please assist us by clearing the pathways and removing ornaments that might get in the way. 
We cannot be held responsible for any form of breakage or damage.

Upon delivery it is imperative that an adult receive the goods. Customers are required to physically inspect the goods upon arrival. There is no warranty available on glass and cushions.

Storage:
Tru Outdoor Luxury will be willing to store the customer’s furniture for a maximum of 6 months at no additional cost (free storage) provided the goods are paid for in full.

If an order remains in storage at Tru Outdoor Luxury for longer than the agreed period, then a monthly fee at the maximum permissible interest rate as governed by South African law, will be charged.

Should you wish to cancel your order at anytime during the storage period, storage fees will be applicable at 5% per month of the invoice value .

Voucher Validity:
Vouchers are valid only for the period as stipulated on the voucher. Vouchers can only be redeemed in-store and are not refundable. Lost vouchers cannot be replaced.

Vouchers are valid for 3 years in terms of the CPA.

Discounts, Promotions and Sales:
All discount offers exclude “Promo” or “Sale” items, unless otherwise specified. All pricing can be confirmed by contacting us by email or live chat. All special offers are subject to stock being available. 

Wooden Furniture Disclaimer:
Some products are made from reclaimed, recycled or salvaged wood and will therefore have nicks, marks and imperfections. Some products may have holes, cracks and metal visible and are most often handcrafted, creating character that is part of the look and / or design. These are not defects, signs of damage or poor quality. Some products are not sealed and therefore care needs to be taken during day to day use.

It is recommended that our wooden products are not placed directly on carpets, tiles or other surfaces as staining could occur.

Tru Outdoor Luxury Care Instructions for timber products are available online.

Assembling of Furniture by the Customer:
Tru Outdoor Luxury does not accept responsibility for items damaged due to incorrect assembly by a customer. Such items will not be considered for returns or refunds.

Descriptions and Features:
While every effort is made to ensure that the product you buy from Tru Outdoor Luxury corresponds as closely as possible to the images shown on our website, slight differences may occur. We regret that no responsibility can be accepted for variations which add to the unique characteristics of Tru Outdoor Luxury's products.

Errors:
Tru Outdoor Luxury makes every effort to ensure that the information we provide is correct. However, we cannot be held responsible for any form of misprint or defect. Details of your order should be checked and confirmed by yourself when your order is placed at the time of checkout. We do not hold ourselves responsible for any incorrect orders placed.

Risk:
Risk of loss or damage will transfer to the customer upon delivery or collection.

All goods remain the property of Tru Outdoor Luxury until paid for in full.

General:
Unless any applicable law prescribes otherwise, any agreement made with Tru Outdoor Luxury to buy a product or a connected service, shall be governed by the laws applicable to South Africa.

Warranty Policy 

What is the Tru Outdoor Luxury warranty ?

The Tru Outdoor Luxury warranty is considered to be one of the best warranties within the outdoor furniture industry.
Enjoy complete peace of mind on every item purchased from Tru Outdoor luxury, with our transparent and comprehensive warranty policy. 

Aluminium & Synthetic Rattan Furniture:

 
Rattan, Water Hyacinth & Wooden Furniture:

Shade Solutions:

Outdoor Decor, Outdoor Stools, Scatters & Throws, Accessories:

 
Rugs & Protective Covers: 

What is not covered by the warranty ?

Manufacturing defects are covered by the warranty. The warranty will not apply in the event of:

1. Accidental or intentional damage 
2. Damage caused by negligence, abuse or misuse of the products
3. Goods used for a purpose other than the purpose of which they were manufactured
4. Failure to comply with the Tru Outdoor Luxury instructions in respect of cleaning, maintenance and care (please read the care & maintenance manual of each product carefully, which is available on this website)
5. Damage caused by acts of God such as hail stone damage, natural disasters, etc

Repairs resulting from damages not covered by the warranty (not limited to the above), will attract a repair charge, which will be quoted on a customer by customer basis.

Will there be delivery charges in the event of a warranty claim ?

In the unlikely event of a claim within the warranty period, Tru Outdoor Luxury will arrange to have the defective item collected from the customer, repaired or replaced, and thereafter returned to the customer all at no charge to the customer.

The defective item will be collected from the delivery address at which the goods were originally delivered to.

In the event of the customer having moved to a new address within the warranty period and may require collection from a new address, delivery charges may apply if the delivery tariff from the new collection point differs from the delivery tariff of the original delivery point. 

Delivery charges will be applicable if the goods were originally collected from Tru Outdoor Luxury and the customer now requires the defective item to be uplifted from his/her address.

Will Tru Outdoor Luxury repair my goods out of warranty ? 

We have our in-house manufacturing facility and we are therefore in a position to assist our customer with repairs out of the warranty period. There will be a charge for repairs out of warranty. as well as for repairs not covered by the warranty.

How do I lodge a warranty claim ?

Step 1:  Email us your proof of purchase.

Step 2: Email us your name and surname, mobile number, detailed physical address for collection.

Step 3: Email us images of your defective product clearly showing the problem you are encountering. The more images you send to us, the better we are able to understand the issue you are facing.

Step 4: We will be in contact with you within 7 days of lodging your claim.  

If you are unsure about the warranty on any of our products, please feel free to Contact Us by email or by using the Live Chat option (office hours only) and we will be happy to assist.

Return Policy 

While Tru Outdoor Luxury makes every effort to accommodate our customer, our Return Policy has to be one that is both reasonable and in strict accordance with the relevant aspects of the Consumer Protection Act  of 2008 (CPA) and its regulations as amended.
Request for Returns can only be done within 24 hours of receiving your goods.
 

Can I return my non-defective goods if I am not satisfied after receiving my order ?

The customer is entitled to return the goods for either a full refund, an exchange or a voucher, provided a written request by email accompanied by the proof of purchase, is lodged within 24 hours (twenty four hours) from the date of delivery. Failure to lodge the request and documents within this window period, will result in the refund attracting a 20% handling fee as well as the full cost of the round trip delivery.

The goods must be in its original packaging with all tags still attached to the product and must be unused for a return to be accepted.

How long will it take for my refund ?

Once the stock has been received and inspected by Tru Outdoor Luxury and a refund has been accepted by Tru Outdoor Luxury, payment of the refunded amount shall be made into the consumer’s account within 14 days from the date of receiving the goods at our Durban warehouse should the customer have opted for a refund. 

How will I receive my refund ?

Once we have accepted a return and approved a refund, you will be refunded in the same manner in which you paid Tru Outdoor Luxury.

It will be either by:
– Credit Card (reversal back to your credit card and subject to banking delays)
– EFT (directly into your account – allow at least 48 hours)

Can I still return the goods once the 24 hour window period has passed ? 

After the 24 hour window period has passed, the customer may return the goods for either a refund, an exchange or a voucher, subject to a 20% handling fee and round trip transport costs being applicable, all for the customer's account.

What if I fail to return all the pieces that make up the product ?

If the customer returns a product for a refund, exchange or voucher but fails to return all the pieces or components that make up the product, Tru Outdoor Luxury reserves the right to either refuse the return or to only replace the item that was returned or estimate the value of the missing pieces or components in order to credit or refund the customer in respect of the returned item.

Can i return a custom made product ?

No returns will be offered on all custom made products.

What is the procedure for a refund ?

Step 1: Lodge the refund request by email within 24 hours of receiving delivery of the goods indicating your choice of either a refund or exchange

Step 2: Ensure the goods are in the original packaging and unused

Step 3: Tru Outdoor Luxury will contact you within 48 hours of receiving your request

Step 4: Our nominated transporter will arrange to collect the goods from you or you may deliver the goods to our Durban warehouse if you originally collected from our Durban warehouse

Step 5: Tru Outdoor Luxury will be in contact with you once we have received and inspected the goods at our Durban warehouse, which normally takes 14 days

Step 6: Tru Outdoor Luxury will process the refund within 14 days of inspecting the goods

Payment Options:
Payment can be made either by EFT, cash, credit or debit card. In the case of EFT payments, proof of payment must be forwarded to the relevant store. Please allow 3 business days for the receipt of EFT funds to be confirmed. 

For all products that are in stock and available immediately, payment is required in full 24 hours prior to delivery or collection.

For back orders and custom made goods, a deposit of 50% is required upon order confirmation to secure the goods or commence production.Once the goods are ready for dispatch, the balance of 50% is required 24 hours prior to delivery or collection.

Delivery or collection can only take place against cleared funds in our bank account.

Cancellations, Returns & Refunds Policy:
The customer is entitled to return the defective or non defective goods for a refund, exchange or credit note, provided a written request by email accompanied by the proof of purchase, is lodged within 24 hours (twenty four hours) from the date of delivery. The goods must be in its original packaging with all tags still attached to the product, be unused and not damaged in any way for a return to be accepted. Transport will be for the account of Tru Outdoor Luxury if the request if lodged within the 24 hour window period and if the goods were delivered by Tru Outdoor Luxury.

In the case of defective products after the 24 hour window period and within the first 3 (three) months of receiving the goods, the customer has the option of an exchange for another product of the same value or a voucher equivalent to the full purchase price of the goods, less the cost of any significant or abnormal wear and tear on the product, the cost of which will be determined fairly by Tru Outdoor Luxury. No refunds will be allowed during this period. Following the expiry of the 3 (three) month period, defective products will be covered by the product warranty. Transport will be for the account of Tru Outdoor Luxury if the request if lodged within the first 3 (three) months and if the goods were delivered by Tru Outdoor Luxury.

In the case of non-defective goods after the 24 hour window period, a return will not be accepted.

Tru Outdoor Luxury offers free storage as a value added service to its customers for up to 6 (six) months. Should the customer wish to cancel an order during the storage period, all payments made by the customer to Tru Outdoor Luxury in respect of the order will be forfeited.

No refunds, exchanges, returns and / or cancellations are permitted on sale items or goods that have been discounted / marked down.

No returns, refunds, exchanges and / or cancellations are permitted on items that have been custom made to the client's requirements, once the order has been confirmed and a deposit has been paid. The deposit will be forfeited in the event of a cancellation prior to delivery.

Defective Products:
In the unlikely event of a defective product during the warranty period, discontinue use of the product and immediately contact us within 24 hours by email or live chat.

In the unlikely event of out of box failure following collection or delivery, immediately contact us within 24 hours from date of goods received, by email or live chat. Failure to do so within this window period, will render a refund invalid. The customer will only be entitled to an exchange or voucher.

Delivery:
We have collaborated with a select group of transport providers who have the infrastructure to provide delivery nationwide and who are able to provide their specialized expertise to moving furniture.

Deliveries are quoted on a per trip basis.

Customers from Durban and surrounding areas may select either a basic drop and go delivery service or a full service delivery option which includes pick up, deliver, unwrap, placement, assembly (if need be), removal of the waste packaging and disposal of the waste packaging.

Customers out of the Durban area will receive their orders on a drop and go basis.

You may opt to collect your order from our Durban Warehouse, at your own risk. Damages or lost items (example glass damage or cushions missing) are not covered in the event of the customer arranging their own transport, once the goods have been dispatched to the customer or to the transporter appointed by the customer.

Deliveries requiring special arrangements (eg carrying a lounge set up several flights of stairs, in the absence of a lift / lift restrictions) can be made but will be at an additional cost to the customer.

Some of our transporters make use of large delivery vehicles. It is the responsibility if the customer to check with our sales consultants if these vehicles will be able to gain access to your premises as certain estates, complexes etc have weight and height restrictions, which may pose an accessibility challenge to our transporters.

Overseas and cross border deliveries can be also arranged. Please talk to one of our trained sales consultants who will be able to assist with your shipping requirements.

Tru Outdoor Luxury cannot guarantee delivery to all countries or locations (eg a farm location with limited road access).

Delivery charges will be added to the customer’s invoice for payment where necessary or may be paid in cash directly to our transport contractor upon delivery, with prior arrangement.

Specific delivery times can be made or agreed to closer to the time of delivery. However please take note that delays may occur due to circumstances beyond our control.

On delivery, a two or three person crew will arrive and deliver to your room of choice, provided there is safe or acceptable access. Please assist us by clearing the pathways and removing ornaments that might get in the way. 
We cannot be held responsible for any form of breakage or damage.

Upon delivery it is imperative that an adult receive the goods. Customers are required to physically inspect the goods upon arrival. There is no warranty available on glass and cushions.

Storage:
Tru Outdoor Luxury will be willing to store the customer’s furniture for a maximum of 6 months at no additional cost (free storage) provided the goods are paid for in full.

If an order remains in storage at Tru Outdoor Luxury for longer than the agreed period, then a monthly fee at the maximum permissible interest rate as governed by South African law, will be charged.

Should you wish to cancel your order at anytime during the storage period, storage fees will be applicable at 5% per month of the invoice value .

Voucher Validity:
Vouchers are valid only for the period as stipulated on the voucher. Vouchers can only be redeemed in-store and are not refundable. Lost vouchers cannot be replaced.

Vouchers are valid for 3 years in terms of the CPA.

Discounts, Promotions and Sales:
All discount offers exclude “Promo” or “Sale” items, unless otherwise specified. All pricing can be confirmed by contacting us by email or live chat. All special offers are subject to stock being available. 

Wooden Furniture Disclaimer:
Some products are made from reclaimed, recycled or salvaged wood and will therefore have nicks, marks and imperfections. Some products may have holes, cracks and metal visible and are most often handcrafted, creating character that is part of the look and / or design. These are not defects, signs of damage or poor quality. Some products are not sealed and therefore care needs to be taken during day to day use.

It is recommended that our wooden products are not placed directly on carpets, tiles or other surfaces as staining could occur.

Tru Outdoor Luxury Care Instructions for timber products are available online.

Assembling of Furniture by the Customer:
Tru Outdoor Luxury does not accept responsibility for items damaged due to incorrect assembly by a customer. Such items will not be considered for returns or refunds.

Descriptions and Features:
While every effort is made to ensure that the product you buy from Tru Outdoor Luxury corresponds as closely as possible to the images shown on our website, slight differences may occur. We regret that no responsibility can be accepted for variations which add to the unique characteristics of Tru Outdoor Luxury's products.

Errors:
Tru Outdoor Luxury makes every effort to ensure that the information we provide is correct. However, we cannot be held responsible for any form of misprint or defect. Details of your order should be checked and confirmed by yourself when your order is placed at the time of checkout. We do not hold ourselves responsible for any incorrect orders placed.

Risk:
Risk of loss or damage will transfer to the customer upon delivery or collection.

All goods remain the property of Tru Outdoor Luxury until paid for in full.

General:
Unless any applicable law prescribes otherwise, any agreement made with Tru Outdoor Luxury to buy a product or a connected service, shall be governed by the laws applicable to South Africa.

Warranty Policy 

What is the Tru Outdoor Luxury warranty ?

The Tru Outdoor Luxury warranty is considered to be one of the best warranties within the outdoor furniture industry.
Enjoy complete peace of mind on every item purchased from Tru Outdoor luxury, with our transparent and comprehensive warranty policy. 

Aluminium & Synthetic Rattan Furniture:

 
Rattan, Water Hyacinth & Wooden Furniture:

Shade Solutions:

Outdoor Decor, Outdoor Stools, Scatters & Throws, Accessories:

 
Rugs & Protective Covers: 

What is not covered by the warranty ?

Manufacturing defects are covered by the warranty. The warranty will not apply in the event of:

1. Accidental or intentional damage 
2. Damage caused by negligence, abuse or misuse of the products
3. Goods used for a purpose other than the purpose of which they were manufactured
4. Failure to comply with the Tru Outdoor Luxury instructions in respect of cleaning, maintenance and care (please read the care & maintenance manual of each product carefully, which is available on this website)
5. Damage caused by acts of God such as hail stone damage, natural disasters, etc

Repairs resulting from damages not covered by the warranty (not limited to the above), will attract a repair charge, which will be quoted on a customer by customer basis.

Will there be delivery charges in the event of a warranty claim ?

In the unlikely event of a claim within the warranty period, Tru Outdoor Luxury will arrange to have the defective item collected from the customer, repaired or replaced, and thereafter returned to the customer all at no charge to the customer.

The defective item will be collected from the delivery address at which the goods were originally delivered to.

In the event of the customer having moved to a new address within the warranty period and may require collection from a new address, delivery charges may apply if the delivery tariff from the new collection point differs from the delivery tariff of the original delivery point. 

Delivery charges will be applicable if the goods were originally collected from Tru Outdoor Luxury and the customer now requires the defective item to be uplifted from his/her address.

Will Tru Outdoor Luxury repair my goods out of warranty ? 

We have our in-house manufacturing facility and we are therefore in a position to assist our customer with repairs out of the warranty period. There will be a charge for repairs out of warranty. as well as for repairs not covered by the warranty.

How do I lodge a warranty claim ?

Step 1:  Email us your proof of purchase.

Step 2: Email us your name and surname, mobile number, detailed physical address for collection.

Step 3: Email us images of your defective product clearly showing the problem you are encountering. The more images you send to us, the better we are able to understand the issue you are facing.

Step 4: We will be in contact with you within 7 days of lodging your claim.  

If you are unsure about the warranty on any of our products, please feel free to Contact Us by email or by using the Live Chat option (office hours only) and we will be happy to assist.

Return Policy 

While Tru Outdoor Luxury makes every effort to accommodate our customer, our Return Policy has to be one that is both reasonable and in strict accordance with the relevant aspects of the Consumer Protection Act  of 2008 (CPA) and its regulations as amended.
Request for Returns can only be done within 24 hours of receiving your goods.
 

Can I return my non-defective goods if I am not satisfied after receiving my order ?

The customer is entitled to return the goods for either a full refund, an exchange or a voucher, provided a written request by email accompanied by the proof of purchase, is lodged within 24 hours (twenty four hours) from the date of delivery. Failure to lodge the request and documents within this window period, will result in the refund attracting a 20% handling fee as well as the full cost of the round trip delivery.

The goods must be in its original packaging with all tags still attached to the product and must be unused for a return to be accepted.

How long will it take for my refund ?

Once the stock has been received and inspected by Tru Outdoor Luxury and a refund has been accepted by Tru Outdoor Luxury, payment of the refunded amount shall be made into the consumer’s account within 14 days from the date of receiving the goods at our Durban warehouse should the customer have opted for a refund. 

How will I receive my refund ?

Once we have accepted a return and approved a refund, you will be refunded in the same manner in which you paid Tru Outdoor Luxury.

It will be either by:
– Credit Card (reversal back to your credit card and subject to banking delays)
– EFT (directly into your account – allow at least 48 hours)

Can I still return the goods once the 24 hour window period has passed ? 

After the 24 hour window period has passed, the customer may return the goods for either a refund, an exchange or a voucher, subject to a 20% handling fee and round trip transport costs being applicable, all for the customer's account.

What if I fail to return all the pieces that make up the product ?

If the customer returns a product for a refund, exchange or voucher but fails to return all the pieces or components that make up the product, Tru Outdoor Luxury reserves the right to either refuse the return or to only replace the item that was returned or estimate the value of the missing pieces or components in order to credit or refund the customer in respect of the returned item.

Can i return a custom made product ?

No returns will be offered on all custom made products.

What is the procedure for a refund ?

Step 1: Lodge the refund request by email within 24 hours of receiving delivery of the goods indicating your choice of either a refund or exchange

Step 2: Ensure the goods are in the original packaging and unused

Step 3: Tru Outdoor Luxury will contact you within 48 hours of receiving your request

Step 4: Our nominated transporter will arrange to collect the goods from you or you may deliver the goods to our Durban warehouse if you originally collected from our Durban warehouse

Step 5: Tru Outdoor Luxury will be in contact with you once we have received and inspected the goods at our Durban warehouse, which normally takes 14 days

Step 6: Tru Outdoor Luxury will process the refund within 14 days of inspecting the goods

Payment Options:
Payment can be made either by EFT, cash, credit or debit card. In the case of EFT payments, proof of payment must be forwarded to the relevant store. Please allow 3 business days for the receipt of EFT funds to be confirmed. 

For all products that are in stock and available immediately, payment is required in full 24 hours prior to delivery or collection.

For back orders and custom made goods, a deposit of 50% is required upon order confirmation to secure the goods or commence production.Once the goods are ready for dispatch, the balance of 50% is required 24 hours prior to delivery or collection.

Delivery or collection can only take place against cleared funds in our bank account.

Cancellations, Returns & Refunds Policy:
The customer is entitled to return the defective or non defective goods for a refund, exchange or credit note, provided a written request by email accompanied by the proof of purchase, is lodged within 24 hours (twenty four hours) from the date of delivery. The goods must be in its original packaging with all tags still attached to the product, be unused and not damaged in any way for a return to be accepted. Transport will be for the account of Tru Outdoor Luxury if the request if lodged within the 24 hour window period and if the goods were delivered by Tru Outdoor Luxury.

In the case of defective products after the 24 hour window period and within the first 3 (three) months of receiving the goods, the customer has the option of an exchange for another product of the same value or a voucher equivalent to the full purchase price of the goods, less the cost of any significant or abnormal wear and tear on the product, the cost of which will be determined fairly by Tru Outdoor Luxury. No refunds will be allowed during this period. Following the expiry of the 3 (three) month period, defective products will be covered by the product warranty. Transport will be for the account of Tru Outdoor Luxury if the request if lodged within the first 3 (three) months and if the goods were delivered by Tru Outdoor Luxury.

In the case of non-defective goods after the 24 hour window period, a return will not be accepted.

Tru Outdoor Luxury offers free storage as a value added service to its customers for up to 6 (six) months. Should the customer wish to cancel an order during the storage period, all payments made by the customer to Tru Outdoor Luxury in respect of the order will be forfeited.

No refunds, exchanges, returns and / or cancellations are permitted on sale items or goods that have been discounted / marked down.

No returns, refunds, exchanges and / or cancellations are permitted on items that have been custom made to the client's requirements, once the order has been confirmed and a deposit has been paid. The deposit will be forfeited in the event of a cancellation prior to delivery.

Defective Products:
In the unlikely event of a defective product during the warranty period, discontinue use of the product and immediately contact us within 24 hours by email or live chat.

In the unlikely event of out of box failure following collection or delivery, immediately contact us within 24 hours from date of goods received, by email or live chat. Failure to do so within this window period, will render a refund invalid. The customer will only be entitled to an exchange or voucher.

Delivery:
We have collaborated with a select group of transport providers who have the infrastructure to provide delivery nationwide and who are able to provide their specialized expertise to moving furniture.

Deliveries are quoted on a per trip basis.

Customers from Durban and surrounding areas may select either a basic drop and go delivery service or a full service delivery option which includes pick up, deliver, unwrap, placement, assembly (if need be), removal of the waste packaging and disposal of the waste packaging.

Customers out of the Durban area will receive their orders on a drop and go basis.

You may opt to collect your order from our Durban Warehouse, at your own risk. Damages or lost items (example glass damage or cushions missing) are not covered in the event of the customer arranging their own transport, once the goods have been dispatched to the customer or to the transporter appointed by the customer.

Deliveries requiring special arrangements (eg carrying a lounge set up several flights of stairs, in the absence of a lift / lift restrictions) can be made but will be at an additional cost to the customer.

Some of our transporters make use of large delivery vehicles. It is the responsibility if the customer to check with our sales consultants if these vehicles will be able to gain access to your premises as certain estates, complexes etc have weight and height restrictions, which may pose an accessibility challenge to our transporters.

Overseas and cross border deliveries can be also arranged. Please talk to one of our trained sales consultants who will be able to assist with your shipping requirements.

Tru Outdoor Luxury cannot guarantee delivery to all countries or locations (eg a farm location with limited road access).

Delivery charges will be added to the customer’s invoice for payment where necessary or may be paid in cash directly to our transport contractor upon delivery, with prior arrangement.

Specific delivery times can be made or agreed to closer to the time of delivery. However please take note that delays may occur due to circumstances beyond our control.

On delivery, a two or three person crew will arrive and deliver to your room of choice, provided there is safe or acceptable access. Please assist us by clearing the pathways and removing ornaments that might get in the way. 
We cannot be held responsible for any form of breakage or damage.

Upon delivery it is imperative that an adult receive the goods. Customers are required to physically inspect the goods upon arrival. There is no warranty available on glass and cushions.

Storage:
Tru Outdoor Luxury will be willing to store the customer’s furniture for a maximum of 6 months at no additional cost (free storage) provided the goods are paid for in full.

If an order remains in storage at Tru Outdoor Luxury for longer than the agreed period, then a monthly fee at the maximum permissible interest rate as governed by South African law, will be charged.

Should you wish to cancel your order at anytime during the storage period, storage fees will be applicable at 5% per month of the invoice value .

Voucher Validity:
Vouchers are valid only for the period as stipulated on the voucher. Vouchers can only be redeemed in-store and are not refundable. Lost vouchers cannot be replaced.

Vouchers are valid for 3 years in terms of the CPA.

Discounts, Promotions and Sales:
All discount offers exclude “Promo” or “Sale” items, unless otherwise specified. All pricing can be confirmed by contacting us by email or live chat. All special offers are subject to stock being available. 

Wooden Furniture Disclaimer:
Some products are made from reclaimed, recycled or salvaged wood and will therefore have nicks, marks and imperfections. Some products may have holes, cracks and metal visible and are most often handcrafted, creating character that is part of the look and / or design. These are not defects, signs of damage or poor quality. Some products are not sealed and therefore care needs to be taken during day to day use.

It is recommended that our wooden products are not placed directly on carpets, tiles or other surfaces as staining could occur.

Tru Outdoor Luxury Care Instructions for timber products are available online.

Assembling of Furniture by the Customer:
Tru Outdoor Luxury does not accept responsibility for items damaged due to incorrect assembly by a customer. Such items will not be considered for returns or refunds.

Descriptions and Features:
While every effort is made to ensure that the product you buy from Tru Outdoor Luxury corresponds as closely as possible to the images shown on our website, slight differences may occur. We regret that no responsibility can be accepted for variations which add to the unique characteristics of Tru Outdoor Luxury's products.

Errors:
Tru Outdoor Luxury makes every effort to ensure that the information we provide is correct. However, we cannot be held responsible for any form of misprint or defect. Details of your order should be checked and confirmed by yourself when your order is placed at the time of checkout. We do not hold ourselves responsible for any incorrect orders placed.

Risk:
Risk of loss or damage will transfer to the customer upon delivery or collection.

All goods remain the property of Tru Outdoor Luxury until paid for in full.

General:
Unless any applicable law prescribes otherwise, any agreement made with Tru Outdoor Luxury to buy a product or a connected service, shall be governed by the laws applicable to South Africa.

Warranty Policy 

What is the Tru Outdoor Luxury warranty ?

The Tru Outdoor Luxury warranty is considered to be one of the best warranties within the outdoor furniture industry.
Enjoy complete peace of mind on every item purchased from Tru Outdoor luxury, with our transparent and comprehensive warranty policy. 

Aluminium & Synthetic Rattan Furniture:

 
Rattan, Water Hyacinth & Wooden Furniture:

Shade Solutions:

Outdoor Decor, Outdoor Stools, Scatters & Throws, Accessories:

 
Rugs & Protective Covers: 

What is not covered by the warranty ?

Manufacturing defects are covered by the warranty. The warranty will not apply in the event of:

1. Accidental or intentional damage 
2. Damage caused by negligence, abuse or misuse of the products
3. Goods used for a purpose other than the purpose of which they were manufactured
4. Failure to comply with the Tru Outdoor Luxury instructions in respect of cleaning, maintenance and care (please read the care & maintenance manual of each product carefully, which is available on this website)
5. Damage caused by acts of God such as hail stone damage, natural disasters, etc

Repairs resulting from damages not covered by the warranty (not limited to the above), will attract a repair charge, which will be quoted on a customer by customer basis.

Will there be delivery charges in the event of a warranty claim ?

In the unlikely event of a claim within the warranty period, Tru Outdoor Luxury will arrange to have the defective item collected from the customer, repaired or replaced, and thereafter returned to the customer all at no charge to the customer.

The defective item will be collected from the delivery address at which the goods were originally delivered to.

In the event of the customer having moved to a new address within the warranty period and may require collection from a new address, delivery charges may apply if the delivery tariff from the new collection point differs from the delivery tariff of the original delivery point. 

Delivery charges will be applicable if the goods were originally collected from Tru Outdoor Luxury and the customer now requires the defective item to be uplifted from his/her address.

Will Tru Outdoor Luxury repair my goods out of warranty ? 

We have our in-house manufacturing facility and we are therefore in a position to assist our customer with repairs out of the warranty period. There will be a charge for repairs out of warranty. as well as for repairs not covered by the warranty.

How do I lodge a warranty claim ?

Step 1:  Email us your proof of purchase.

Step 2: Email us your name and surname, mobile number, detailed physical address for collection.

Step 3: Email us images of your defective product clearly showing the problem you are encountering. The more images you send to us, the better we are able to understand the issue you are facing.

Step 4: We will be in contact with you within 7 days of lodging your claim.  

If you are unsure about the warranty on any of our products, please feel free to Contact Us by email or by using the Live Chat option (office hours only) and we will be happy to assist.

Return Policy 

While Tru Outdoor Luxury makes every effort to accommodate our customer, our Return Policy has to be one that is both reasonable and in strict accordance with the relevant aspects of the Consumer Protection Act  of 2008 (CPA) and its regulations as amended.
Request for Returns can only be done within 24 hours of receiving your goods.
 

Can I return my non-defective goods if I am not satisfied after receiving my order ?

The customer is entitled to return the goods for either a full refund, an exchange or a voucher, provided a written request by email accompanied by the proof of purchase, is lodged within 24 hours (twenty four hours) from the date of delivery. Failure to lodge the request and documents within this window period, will result in the refund attracting a 20% handling fee as well as the full cost of the round trip delivery.

The goods must be in its original packaging with all tags still attached to the product and must be unused for a return to be accepted.

How long will it take for my refund ?

Once the stock has been received and inspected by Tru Outdoor Luxury and a refund has been accepted by Tru Outdoor Luxury, payment of the refunded amount shall be made into the consumer’s account within 14 days from the date of receiving the goods at our Durban warehouse should the customer have opted for a refund. 

How will I receive my refund ?

Once we have accepted a return and approved a refund, you will be refunded in the same manner in which you paid Tru Outdoor Luxury.

It will be either by:
– Credit Card (reversal back to your credit card and subject to banking delays)
– EFT (directly into your account – allow at least 48 hours)

Can I still return the goods once the 24 hour window period has passed ? 

After the 24 hour window period has passed, the customer may return the goods for either a refund, an exchange or a voucher, subject to a 20% handling fee and round trip transport costs being applicable, all for the customer's account.

What if I fail to return all the pieces that make up the product ?

If the customer returns a product for a refund, exchange or voucher but fails to return all the pieces or components that make up the product, Tru Outdoor Luxury reserves the right to either refuse the return or to only replace the item that was returned or estimate the value of the missing pieces or components in order to credit or refund the customer in respect of the returned item.

Can i return a custom made product ?

No returns will be offered on all custom made products.

What is the procedure for a refund ?

Step 1: Lodge the refund request by email within 24 hours of receiving delivery of the goods indicating your choice of either a refund or exchange

Step 2: Ensure the goods are in the original packaging and unused

Step 3: Tru Outdoor Luxury will contact you within 48 hours of receiving your request

Step 4: Our nominated transporter will arrange to collect the goods from you or you may deliver the goods to our Durban warehouse if you originally collected from our Durban warehouse

Step 5: Tru Outdoor Luxury will be in contact with you once we have received and inspected the goods at our Durban warehouse, which normally takes 14 days

Step 6: Tru Outdoor Luxury will process the refund within 14 days of inspecting the goods

Payment Options:
Payment can be made either by EFT, cash, credit or debit card. In the case of EFT payments, proof of payment must be forwarded to the relevant store. Please allow 3 business days for the receipt of EFT funds to be confirmed. 

For all products that are in stock and available immediately, payment is required in full 24 hours prior to delivery or collection.

For back orders and custom made goods, a deposit of 50% is required upon order confirmation to secure the goods or commence production.Once the goods are ready for dispatch, the balance of 50% is required 24 hours prior to delivery or collection.

Delivery or collection can only take place against cleared funds in our bank account.

Cancellations, Returns & Refunds Policy:
The customer is entitled to return the defective or non defective goods for a refund, exchange or credit note, provided a written request by email accompanied by the proof of purchase, is lodged within 24 hours (twenty four hours) from the date of delivery. The goods must be in its original packaging with all tags still attached to the product, be unused and not damaged in any way for a return to be accepted. Transport will be for the account of Tru Outdoor Luxury if the request if lodged within the 24 hour window period and if the goods were delivered by Tru Outdoor Luxury.

In the case of defective products after the 24 hour window period and within the first 3 (three) months of receiving the goods, the customer has the option of an exchange for another product of the same value or a voucher equivalent to the full purchase price of the goods, less the cost of any significant or abnormal wear and tear on the product, the cost of which will be determined fairly by Tru Outdoor Luxury. No refunds will be allowed during this period. Following the expiry of the 3 (three) month period, defective products will be covered by the product warranty. Transport will be for the account of Tru Outdoor Luxury if the request if lodged within the first 3 (three) months and if the goods were delivered by Tru Outdoor Luxury.

In the case of non-defective goods after the 24 hour window period, a return will not be accepted.

Tru Outdoor Luxury offers free storage as a value added service to its customers for up to 6 (six) months. Should the customer wish to cancel an order during the storage period, all payments made by the customer to Tru Outdoor Luxury in respect of the order will be forfeited.

No refunds, exchanges, returns and / or cancellations are permitted on sale items or goods that have been discounted / marked down.

No returns, refunds, exchanges and / or cancellations are permitted on items that have been custom made to the client's requirements, once the order has been confirmed and a deposit has been paid. The deposit will be forfeited in the event of a cancellation prior to delivery.

Defective Products:
In the unlikely event of a defective product during the warranty period, discontinue use of the product and immediately contact us within 24 hours by email or live chat.

In the unlikely event of out of box failure following collection or delivery, immediately contact us within 24 hours from date of goods received, by email or live chat. Failure to do so within this window period, will render a refund invalid. The customer will only be entitled to an exchange or voucher.

Delivery:
We have collaborated with a select group of transport providers who have the infrastructure to provide delivery nationwide and who are able to provide their specialized expertise to moving furniture.

Deliveries are quoted on a per trip basis.

Customers from Durban and surrounding areas may select either a basic drop and go delivery service or a full service delivery option which includes pick up, deliver, unwrap, placement, assembly (if need be), removal of the waste packaging and disposal of the waste packaging.

Customers out of the Durban area will receive their orders on a drop and go basis.

You may opt to collect your order from our Durban Warehouse, at your own risk. Damages or lost items (example glass damage or cushions missing) are not covered in the event of the customer arranging their own transport, once the goods have been dispatched to the customer or to the transporter appointed by the customer.

Deliveries requiring special arrangements (eg carrying a lounge set up several flights of stairs, in the absence of a lift / lift restrictions) can be made but will be at an additional cost to the customer.

Some of our transporters make use of large delivery vehicles. It is the responsibility if the customer to check with our sales consultants if these vehicles will be able to gain access to your premises as certain estates, complexes etc have weight and height restrictions, which may pose an accessibility challenge to our transporters.

Overseas and cross border deliveries can be also arranged. Please talk to one of our trained sales consultants who will be able to assist with your shipping requirements.

Tru Outdoor Luxury cannot guarantee delivery to all countries or locations (eg a farm location with limited road access).

Delivery charges will be added to the customer’s invoice for payment where necessary or may be paid in cash directly to our transport contractor upon delivery, with prior arrangement.

Specific delivery times can be made or agreed to closer to the time of delivery. However please take note that delays may occur due to circumstances beyond our control.

On delivery, a two or three person crew will arrive and deliver to your room of choice, provided there is safe or acceptable access. Please assist us by clearing the pathways and removing ornaments that might get in the way. 
We cannot be held responsible for any form of breakage or damage.

Upon delivery it is imperative that an adult receive the goods. Customers are required to physically inspect the goods upon arrival. There is no warranty available on glass and cushions.

Storage:
Tru Outdoor Luxury will be willing to store the customer’s furniture for a maximum of 6 months at no additional cost (free storage) provided the goods are paid for in full.

If an order remains in storage at Tru Outdoor Luxury for longer than the agreed period, then a monthly fee at the maximum permissible interest rate as governed by South African law, will be charged.

Should you wish to cancel your order at anytime during the storage period, storage fees will be applicable at 5% per month of the invoice value .

Voucher Validity:
Vouchers are valid only for the period as stipulated on the voucher. Vouchers can only be redeemed in-store and are not refundable. Lost vouchers cannot be replaced.

Vouchers are valid for 3 years in terms of the CPA.

Discounts, Promotions and Sales:
All discount offers exclude “Promo” or “Sale” items, unless otherwise specified. All pricing can be confirmed by contacting us by email or live chat. All special offers are subject to stock being available. 

Wooden Furniture Disclaimer:
Some products are made from reclaimed, recycled or salvaged wood and will therefore have nicks, marks and imperfections. Some products may have holes, cracks and metal visible and are most often handcrafted, creating character that is part of the look and / or design. These are not defects, signs of damage or poor quality. Some products are not sealed and therefore care needs to be taken during day to day use.

It is recommended that our wooden products are not placed directly on carpets, tiles or other surfaces as staining could occur.

Tru Outdoor Luxury Care Instructions for timber products are available online.

Assembling of Furniture by the Customer:
Tru Outdoor Luxury does not accept responsibility for items damaged due to incorrect assembly by a customer. Such items will not be considered for returns or refunds.

Descriptions and Features:
While every effort is made to ensure that the product you buy from Tru Outdoor Luxury corresponds as closely as possible to the images shown on our website, slight differences may occur. We regret that no responsibility can be accepted for variations which add to the unique characteristics of Tru Outdoor Luxury's products.

Errors:
Tru Outdoor Luxury makes every effort to ensure that the information we provide is correct. However, we cannot be held responsible for any form of misprint or defect. Details of your order should be checked and confirmed by yourself when your order is placed at the time of checkout. We do not hold ourselves responsible for any incorrect orders placed.

Risk:
Risk of loss or damage will transfer to the customer upon delivery or collection.

All goods remain the property of Tru Outdoor Luxury until paid for in full.

General:
Unless any applicable law prescribes otherwise, any agreement made with Tru Outdoor Luxury to buy a product or a connected service, shall be governed by the laws applicable to South Africa.

Warranty Policy 

What is the Tru Outdoor Luxury warranty ?

The Tru Outdoor Luxury warranty is considered to be one of the best warranties within the outdoor furniture industry.
Enjoy complete peace of mind on every item purchased from Tru Outdoor luxury, with our transparent and comprehensive warranty policy. 

Aluminium & Synthetic Rattan Furniture:

 
Rattan, Water Hyacinth & Wooden Furniture:

Shade Solutions:

Outdoor Decor, Outdoor Stools, Scatters & Throws, Accessories:

 
Rugs & Protective Covers: 

What is not covered by the warranty ?

Manufacturing defects are covered by the warranty. The warranty will not apply in the event of:

1. Accidental or intentional damage 
2. Damage caused by negligence, abuse or misuse of the products
3. Goods used for a purpose other than the purpose of which they were manufactured
4. Failure to comply with the Tru Outdoor Luxury instructions in respect of cleaning, maintenance and care (please read the care & maintenance manual of each product carefully, which is available on this website)
5. Damage caused by acts of God such as hail stone damage, natural disasters, etc

Repairs resulting from damages not covered by the warranty (not limited to the above), will attract a repair charge, which will be quoted on a customer by customer basis.

Will there be delivery charges in the event of a warranty claim ?

In the unlikely event of a claim within the warranty period, Tru Outdoor Luxury will arrange to have the defective item collected from the customer, repaired or replaced, and thereafter returned to the customer all at no charge to the customer.

The defective item will be collected from the delivery address at which the goods were originally delivered to.

In the event of the customer having moved to a new address within the warranty period and may require collection from a new address, delivery charges may apply if the delivery tariff from the new collection point differs from the delivery tariff of the original delivery point. 

Delivery charges will be applicable if the goods were originally collected from Tru Outdoor Luxury and the customer now requires the defective item to be uplifted from his/her address.

Will Tru Outdoor Luxury repair my goods out of warranty ? 

We have our in-house manufacturing facility and we are therefore in a position to assist our customer with repairs out of the warranty period. There will be a charge for repairs out of warranty. as well as for repairs not covered by the warranty.

How do I lodge a warranty claim ?

Step 1:  Email us your proof of purchase.

Step 2: Email us your name and surname, mobile number, detailed physical address for collection.

Step 3: Email us images of your defective product clearly showing the problem you are encountering. The more images you send to us, the better we are able to understand the issue you are facing.

Step 4: We will be in contact with you within 7 days of lodging your claim.  

If you are unsure about the warranty on any of our products, please feel free to Contact Us by email or by using the Live Chat option (office hours only) and we will be happy to assist.

Return Policy 

While Tru Outdoor Luxury makes every effort to accommodate our customer, our Return Policy has to be one that is both reasonable and in strict accordance with the relevant aspects of the Consumer Protection Act  of 2008 (CPA) and its regulations as amended.
Request for Returns can only be done within 24 hours of receiving your goods.
 

Can I return my non-defective goods if I am not satisfied after receiving my order ?

The customer is entitled to return the goods for either a full refund, an exchange or a voucher, provided a written request by email accompanied by the proof of purchase, is lodged within 24 hours (twenty four hours) from the date of delivery. Failure to lodge the request and documents within this window period, will result in the refund attracting a 20% handling fee as well as the full cost of the round trip delivery.

The goods must be in its original packaging with all tags still attached to the product and must be unused for a return to be accepted.

How long will it take for my refund ?

Once the stock has been received and inspected by Tru Outdoor Luxury and a refund has been accepted by Tru Outdoor Luxury, payment of the refunded amount shall be made into the consumer’s account within 14 days from the date of receiving the goods at our Durban warehouse should the customer have opted for a refund. 

How will I receive my refund ?

Once we have accepted a return and approved a refund, you will be refunded in the same manner in which you paid Tru Outdoor Luxury.

It will be either by:
– Credit Card (reversal back to your credit card and subject to banking delays)
– EFT (directly into your account – allow at least 48 hours)

Can I still return the goods once the 24 hour window period has passed ? 

After the 24 hour window period has passed, the customer may return the goods for either a refund, an exchange or a voucher, subject to a 20% handling fee and round trip transport costs being applicable, all for the customer's account.

What if I fail to return all the pieces that make up the product ?

If the customer returns a product for a refund, exchange or voucher but fails to return all the pieces or components that make up the product, Tru Outdoor Luxury reserves the right to either refuse the return or to only replace the item that was returned or estimate the value of the missing pieces or components in order to credit or refund the customer in respect of the returned item.

Can i return a custom made product ?

No returns will be offered on all custom made products.

What is the procedure for a refund ?

Step 1: Lodge the refund request by email within 24 hours of receiving delivery of the goods indicating your choice of either a refund or exchange

Step 2: Ensure the goods are in the original packaging and unused

Step 3: Tru Outdoor Luxury will contact you within 48 hours of receiving your request

Step 4: Our nominated transporter will arrange to collect the goods from you or you may deliver the goods to our Durban warehouse if you originally collected from our Durban warehouse

Step 5: Tru Outdoor Luxury will be in contact with you once we have received and inspected the goods at our Durban warehouse, which normally takes 14 days

Step 6: Tru Outdoor Luxury will process the refund within 14 days of inspecting the goods

Payment Options:
Payment can be made either by EFT, cash, credit or debit card. In the case of EFT payments, proof of payment must be forwarded to the relevant store. Please allow 3 business days for the receipt of EFT funds to be confirmed. 

For all products that are in stock and available immediately, payment is required in full 24 hours prior to delivery or collection.

For back orders and custom made goods, a deposit of 50% is required upon order confirmation to secure the goods or commence production.Once the goods are ready for dispatch, the balance of 50% is required 24 hours prior to delivery or collection.

Delivery or collection can only take place against cleared funds in our bank account.

Cancellations, Returns & Refunds Policy:
The customer is entitled to return the defective or non defective goods for a refund, exchange or credit note, provided a written request by email accompanied by the proof of purchase, is lodged within 24 hours (twenty four hours) from the date of delivery. The goods must be in its original packaging with all tags still attached to the product, be unused and not damaged in any way for a return to be accepted. Transport will be for the account of Tru Outdoor Luxury if the request if lodged within the 24 hour window period and if the goods were delivered by Tru Outdoor Luxury.

In the case of defective products after the 24 hour window period and within the first 3 (three) months of receiving the goods, the customer has the option of an exchange for another product of the same value or a voucher equivalent to the full purchase price of the goods, less the cost of any significant or abnormal wear and tear on the product, the cost of which will be determined fairly by Tru Outdoor Luxury. No refunds will be allowed during this period. Following the expiry of the 3 (three) month period, defective products will be covered by the product warranty. Transport will be for the account of Tru Outdoor Luxury if the request if lodged within the first 3 (three) months and if the goods were delivered by Tru Outdoor Luxury.

In the case of non-defective goods after the 24 hour window period, a return will not be accepted.

Tru Outdoor Luxury offers free storage as a value added service to its customers for up to 6 (six) months. Should the customer wish to cancel an order during the storage period, all payments made by the customer to Tru Outdoor Luxury in respect of the order will be forfeited.

No refunds, exchanges, returns and / or cancellations are permitted on sale items or goods that have been discounted / marked down.

No returns, refunds, exchanges and / or cancellations are permitted on items that have been custom made to the client's requirements, once the order has been confirmed and a deposit has been paid. The deposit will be forfeited in the event of a cancellation prior to delivery.

Defective Products:
In the unlikely event of a defective product during the warranty period, discontinue use of the product and immediately contact us within 24 hours by email or live chat.

In the unlikely event of out of box failure following collection or delivery, immediately contact us within 24 hours from date of goods received, by email or live chat. Failure to do so within this window period, will render a refund invalid. The customer will only be entitled to an exchange or voucher.

Delivery:
We have collaborated with a select group of transport providers who have the infrastructure to provide delivery nationwide and who are able to provide their specialized expertise to moving furniture.

Deliveries are quoted on a per trip basis.

Customers from Durban and surrounding areas may select either a basic drop and go delivery service or a full service delivery option which includes pick up, deliver, unwrap, placement, assembly (if need be), removal of the waste packaging and disposal of the waste packaging.

Customers out of the Durban area will receive their orders on a drop and go basis.

You may opt to collect your order from our Durban Warehouse, at your own risk. Damages or lost items (example glass damage or cushions missing) are not covered in the event of the customer arranging their own transport, once the goods have been dispatched to the customer or to the transporter appointed by the customer.

Deliveries requiring special arrangements (eg carrying a lounge set up several flights of stairs, in the absence of a lift / lift restrictions) can be made but will be at an additional cost to the customer.

Some of our transporters make use of large delivery vehicles. It is the responsibility if the customer to check with our sales consultants if these vehicles will be able to gain access to your premises as certain estates, complexes etc have weight and height restrictions, which may pose an accessibility challenge to our transporters.

Overseas and cross border deliveries can be also arranged. Please talk to one of our trained sales consultants who will be able to assist with your shipping requirements.

Tru Outdoor Luxury cannot guarantee delivery to all countries or locations (eg a farm location with limited road access).

Delivery charges will be added to the customer’s invoice for payment where necessary or may be paid in cash directly to our transport contractor upon delivery, with prior arrangement.

Specific delivery times can be made or agreed to closer to the time of delivery. However please take note that delays may occur due to circumstances beyond our control.

On delivery, a two or three person crew will arrive and deliver to your room of choice, provided there is safe or acceptable access. Please assist us by clearing the pathways and removing ornaments that might get in the way. 
We cannot be held responsible for any form of breakage or damage.

Upon delivery it is imperative that an adult receive the goods. Customers are required to physically inspect the goods upon arrival. There is no warranty available on glass and cushions.

Storage:
Tru Outdoor Luxury will be willing to store the customer’s furniture for a maximum of 6 months at no additional cost (free storage) provided the goods are paid for in full.

If an order remains in storage at Tru Outdoor Luxury for longer than the agreed period, then a monthly fee at the maximum permissible interest rate as governed by South African law, will be charged.

Should you wish to cancel your order at anytime during the storage period, storage fees will be applicable at 5% per month of the invoice value .

Voucher Validity:
Vouchers are valid only for the period as stipulated on the voucher. Vouchers can only be redeemed in-store and are not refundable. Lost vouchers cannot be replaced.

Vouchers are valid for 3 years in terms of the CPA.

Discounts, Promotions and Sales:
All discount offers exclude “Promo” or “Sale” items, unless otherwise specified. All pricing can be confirmed by contacting us by email or live chat. All special offers are subject to stock being available. 

Wooden Furniture Disclaimer:
Some products are made from reclaimed, recycled or salvaged wood and will therefore have nicks, marks and imperfections. Some products may have holes, cracks and metal visible and are most often handcrafted, creating character that is part of the look and / or design. These are not defects, signs of damage or poor quality. Some products are not sealed and therefore care needs to be taken during day to day use.

It is recommended that our wooden products are not placed directly on carpets, tiles or other surfaces as staining could occur.

Tru Outdoor Luxury Care Instructions for timber products are available online.

Assembling of Furniture by the Customer:
Tru Outdoor Luxury does not accept responsibility for items damaged due to incorrect assembly by a customer. Such items will not be considered for returns or refunds.

Descriptions and Features:
While every effort is made to ensure that the product you buy from Tru Outdoor Luxury corresponds as closely as possible to the images shown on our website, slight differences may occur. We regret that no responsibility can be accepted for variations which add to the unique characteristics of Tru Outdoor Luxury's products.

Errors:
Tru Outdoor Luxury makes every effort to ensure that the information we provide is correct. However, we cannot be held responsible for any form of misprint or defect. Details of your order should be checked and confirmed by yourself when your order is placed at the time of checkout. We do not hold ourselves responsible for any incorrect orders placed.

Risk:
Risk of loss or damage will transfer to the customer upon delivery or collection.

All goods remain the property of Tru Outdoor Luxury until paid for in full.

General:
Unless any applicable law prescribes otherwise, any agreement made with Tru Outdoor Luxury to buy a product or a connected service, shall be governed by the laws applicable to South Africa.

Warranty Policy 

What is the Tru Outdoor Luxury warranty ?

The Tru Outdoor Luxury warranty is considered to be one of the best warranties within the outdoor furniture industry.
Enjoy complete peace of mind on every item purchased from Tru Outdoor luxury, with our transparent and comprehensive warranty policy. 

Aluminium & Synthetic Rattan Furniture:

 
Rattan, Water Hyacinth & Wooden Furniture:

Shade Solutions:

Outdoor Decor, Outdoor Stools, Scatters & Throws, Accessories:

 
Rugs & Protective Covers: 

What is not covered by the warranty ?

Manufacturing defects are covered by the warranty. The warranty will not apply in the event of:

1. Accidental or intentional damage 
2. Damage caused by negligence, abuse or misuse of the products
3. Goods used for a purpose other than the purpose of which they were manufactured
4. Failure to comply with the Tru Outdoor Luxury instructions in respect of cleaning, maintenance and care (please read the care & maintenance manual of each product carefully, which is available on this website)
5. Damage caused by acts of God such as hail stone damage, natural disasters, etc

Repairs resulting from damages not covered by the warranty (not limited to the above), will attract a repair charge, which will be quoted on a customer by customer basis.

Will there be delivery charges in the event of a warranty claim ?

In the unlikely event of a claim within the warranty period, Tru Outdoor Luxury will arrange to have the defective item collected from the customer, repaired or replaced, and thereafter returned to the customer all at no charge to the customer.

The defective item will be collected from the delivery address at which the goods were originally delivered to.

In the event of the customer having moved to a new address within the warranty period and may require collection from a new address, delivery charges may apply if the delivery tariff from the new collection point differs from the delivery tariff of the original delivery point. 

Delivery charges will be applicable if the goods were originally collected from Tru Outdoor Luxury and the customer now requires the defective item to be uplifted from his/her address.

Will Tru Outdoor Luxury repair my goods out of warranty ? 

We have our in-house manufacturing facility and we are therefore in a position to assist our customer with repairs out of the warranty period. There will be a charge for repairs out of warranty. as well as for repairs not covered by the warranty.

How do I lodge a warranty claim ?

Step 1:  Email us your proof of purchase.

Step 2: Email us your name and surname, mobile number, detailed physical address for collection.

Step 3: Email us images of your defective product clearly showing the problem you are encountering. The more images you send to us, the better we are able to understand the issue you are facing.

Step 4: We will be in contact with you within 7 days of lodging your claim.  

If you are unsure about the warranty on any of our products, please feel free to Contact Us by email or by using the Live Chat option (office hours only) and we will be happy to assist.

Return Policy 

While Tru Outdoor Luxury makes every effort to accommodate our customer, our Return Policy has to be one that is both reasonable and in strict accordance with the relevant aspects of the Consumer Protection Act  of 2008 (CPA) and its regulations as amended.
Request for Returns can only be done within 24 hours of receiving your goods.
 

Can I return my non-defective goods if I am not satisfied after receiving my order ?

The customer is entitled to return the goods for either a full refund, an exchange or a voucher, provided a written request by email accompanied by the proof of purchase, is lodged within 24 hours (twenty four hours) from the date of delivery. Failure to lodge the request and documents within this window period, will result in the refund attracting a 20% handling fee as well as the full cost of the round trip delivery.

The goods must be in its original packaging with all tags still attached to the product and must be unused for a return to be accepted.

How long will it take for my refund ?

Once the stock has been received and inspected by Tru Outdoor Luxury and a refund has been accepted by Tru Outdoor Luxury, payment of the refunded amount shall be made into the consumer’s account within 14 days from the date of receiving the goods at our Durban warehouse should the customer have opted for a refund. 

How will I receive my refund ?

Once we have accepted a return and approved a refund, you will be refunded in the same manner in which you paid Tru Outdoor Luxury.

It will be either by:
– Credit Card (reversal back to your credit card and subject to banking delays)
– EFT (directly into your account – allow at least 48 hours)

Can I still return the goods once the 24 hour window period has passed ? 

After the 24 hour window period has passed, the customer may return the goods for either a refund, an exchange or a voucher, subject to a 20% handling fee and round trip transport costs being applicable, all for the customer's account.

What if I fail to return all the pieces that make up the product ?

If the customer returns a product for a refund, exchange or voucher but fails to return all the pieces or components that make up the product, Tru Outdoor Luxury reserves the right to either refuse the return or to only replace the item that was returned or estimate the value of the missing pieces or components in order to credit or refund the customer in respect of the returned item.

Can i return a custom made product ?

No returns will be offered on all custom made products.

What is the procedure for a refund ?

Step 1: Lodge the refund request by email within 24 hours of receiving delivery of the goods indicating your choice of either a refund or exchange

Step 2: Ensure the goods are in the original packaging and unused

Step 3: Tru Outdoor Luxury will contact you within 48 hours of receiving your request

Step 4: Our nominated transporter will arrange to collect the goods from you or you may deliver the goods to our Durban warehouse if you originally collected from our Durban warehouse

Step 5: Tru Outdoor Luxury will be in contact with you once we have received and inspected the goods at our Durban warehouse, which normally takes 14 days

Step 6: Tru Outdoor Luxury will process the refund within 14 days of inspecting the goods

Payment Options:
Payment can be made either by EFT, cash, credit or debit card. In the case of EFT payments, proof of payment must be forwarded to the relevant store. Please allow 3 business days for the receipt of EFT funds to be confirmed. 

For all products that are in stock and available immediately, payment is required in full 24 hours prior to delivery or collection.

For back orders and custom made goods, a deposit of 50% is required upon order confirmation to secure the goods or commence production.Once the goods are ready for dispatch, the balance of 50% is required 24 hours prior to delivery or collection.

Delivery or collection can only take place against cleared funds in our bank account.

Cancellations, Returns & Refunds Policy:
The customer is entitled to return the defective or non defective goods for a refund, exchange or credit note, provided a written request by email accompanied by the proof of purchase, is lodged within 24 hours (twenty four hours) from the date of delivery. The goods must be in its original packaging with all tags still attached to the product, be unused and not damaged in any way for a return to be accepted. Transport will be for the account of Tru Outdoor Luxury if the request if lodged within the 24 hour window period and if the goods were delivered by Tru Outdoor Luxury.

In the case of defective products after the 24 hour window period and within the first 3 (three) months of receiving the goods, the customer has the option of an exchange for another product of the same value or a voucher equivalent to the full purchase price of the goods, less the cost of any significant or abnormal wear and tear on the product, the cost of which will be determined fairly by Tru Outdoor Luxury. No refunds will be allowed during this period. Following the expiry of the 3 (three) month period, defective products will be covered by the product warranty. Transport will be for the account of Tru Outdoor Luxury if the request if lodged within the first 3 (three) months and if the goods were delivered by Tru Outdoor Luxury.

In the case of non-defective goods after the 24 hour window period, a return will not be accepted.

Tru Outdoor Luxury offers free storage as a value added service to its customers for up to 6 (six) months. Should the customer wish to cancel an order during the storage period, all payments made by the customer to Tru Outdoor Luxury in respect of the order will be forfeited.

No refunds, exchanges, returns and / or cancellations are permitted on sale items or goods that have been discounted / marked down.

No returns, refunds, exchanges and / or cancellations are permitted on items that have been custom made to the client's requirements, once the order has been confirmed and a deposit has been paid. The deposit will be forfeited in the event of a cancellation prior to delivery.

Defective Products:
In the unlikely event of a defective product during the warranty period, discontinue use of the product and immediately contact us within 24 hours by email or live chat.

In the unlikely event of out of box failure following collection or delivery, immediately contact us within 24 hours from date of goods received, by email or live chat. Failure to do so within this window period, will render a refund invalid. The customer will only be entitled to an exchange or voucher.

Delivery:
We have collaborated with a select group of transport providers who have the infrastructure to provide delivery nationwide and who are able to provide their specialized expertise to moving furniture.

Deliveries are quoted on a per trip basis.

Customers from Durban and surrounding areas may select either a basic drop and go delivery service or a full service delivery option which includes pick up, deliver, unwrap, placement, assembly (if need be), removal of the waste packaging and disposal of the waste packaging.

Customers out of the Durban area will receive their orders on a drop and go basis.

You may opt to collect your order from our Durban Warehouse, at your own risk. Damages or lost items (example glass damage or cushions missing) are not covered in the event of the customer arranging their own transport, once the goods have been dispatched to the customer or to the transporter appointed by the customer.

Deliveries requiring special arrangements (eg carrying a lounge set up several flights of stairs, in the absence of a lift / lift restrictions) can be made but will be at an additional cost to the customer.

Some of our transporters make use of large delivery vehicles. It is the responsibility if the customer to check with our sales consultants if these vehicles will be able to gain access to your premises as certain estates, complexes etc have weight and height restrictions, which may pose an accessibility challenge to our transporters.

Overseas and cross border deliveries can be also arranged. Please talk to one of our trained sales consultants who will be able to assist with your shipping requirements.

Tru Outdoor Luxury cannot guarantee delivery to all countries or locations (eg a farm location with limited road access).

Delivery charges will be added to the customer’s invoice for payment where necessary or may be paid in cash directly to our transport contractor upon delivery, with prior arrangement.

Specific delivery times can be made or agreed to closer to the time of delivery. However please take note that delays may occur due to circumstances beyond our control.

On delivery, a two or three person crew will arrive and deliver to your room of choice, provided there is safe or acceptable access. Please assist us by clearing the pathways and removing ornaments that might get in the way. 
We cannot be held responsible for any form of breakage or damage.

Upon delivery it is imperative that an adult receive the goods. Customers are required to physically inspect the goods upon arrival. There is no warranty available on glass and cushions.

Storage:
Tru Outdoor Luxury will be willing to store the customer’s furniture for a maximum of 6 months at no additional cost (free storage) provided the goods are paid for in full.

If an order remains in storage at Tru Outdoor Luxury for longer than the agreed period, then a monthly fee at the maximum permissible interest rate as governed by South African law, will be charged.

Should you wish to cancel your order at anytime during the storage period, storage fees will be applicable at 5% per month of the invoice value .

Voucher Validity:
Vouchers are valid only for the period as stipulated on the voucher. Vouchers can only be redeemed in-store and are not refundable. Lost vouchers cannot be replaced.

Vouchers are valid for 3 years in terms of the CPA.

Discounts, Promotions and Sales:
All discount offers exclude “Promo” or “Sale” items, unless otherwise specified. All pricing can be confirmed by contacting us by email or live chat. All special offers are subject to stock being available. 

Wooden Furniture Disclaimer:
Some products are made from reclaimed, recycled or salvaged wood and will therefore have nicks, marks and imperfections. Some products may have holes, cracks and metal visible and are most often handcrafted, creating character that is part of the look and / or design. These are not defects, signs of damage or poor quality. Some products are not sealed and therefore care needs to be taken during day to day use.

It is recommended that our wooden products are not placed directly on carpets, tiles or other surfaces as staining could occur.

Tru Outdoor Luxury Care Instructions for timber products are available online.

Assembling of Furniture by the Customer:
Tru Outdoor Luxury does not accept responsibility for items damaged due to incorrect assembly by a customer. Such items will not be considered for returns or refunds.

Descriptions and Features:
While every effort is made to ensure that the product you buy from Tru Outdoor Luxury corresponds as closely as possible to the images shown on our website, slight differences may occur. We regret that no responsibility can be accepted for variations which add to the unique characteristics of Tru Outdoor Luxury's products.

Errors:
Tru Outdoor Luxury makes every effort to ensure that the information we provide is correct. However, we cannot be held responsible for any form of misprint or defect. Details of your order should be checked and confirmed by yourself when your order is placed at the time of checkout. We do not hold ourselves responsible for any incorrect orders placed.

Risk:
Risk of loss or damage will transfer to the customer upon delivery or collection.

All goods remain the property of Tru Outdoor Luxury until paid for in full.

General:
Unless any applicable law prescribes otherwise, any agreement made with Tru Outdoor Luxury to buy a product or a connected service, shall be governed by the laws applicable to South Africa.

Warranty Policy 

What is the Tru Outdoor Luxury warranty ?

The Tru Outdoor Luxury warranty is considered to be one of the best warranties within the outdoor furniture industry.
Enjoy complete peace of mind on every item purchased from Tru Outdoor luxury, with our transparent and comprehensive warranty policy. 

Aluminium & Synthetic Rattan Furniture:

 
Rattan, Water Hyacinth & Wooden Furniture:

Shade Solutions:

Outdoor Decor, Outdoor Stools, Scatters & Throws, Accessories:

 
Rugs & Protective Covers: 

What is not covered by the warranty ?

Manufacturing defects are covered by the warranty. The warranty will not apply in the event of:

1. Accidental or intentional damage 
2. Damage caused by negligence, abuse or misuse of the products
3. Goods used for a purpose other than the purpose of which they were manufactured
4. Failure to comply with the Tru Outdoor Luxury instructions in respect of cleaning, maintenance and care (please read the care & maintenance manual of each product carefully, which is available on this website)
5. Damage caused by acts of God such as hail stone damage, natural disasters, etc

Repairs resulting from damages not covered by the warranty (not limited to the above), will attract a repair charge, which will be quoted on a customer by customer basis.

Will there be delivery charges in the event of a warranty claim ?

In the unlikely event of a claim within the warranty period, Tru Outdoor Luxury will arrange to have the defective item collected from the customer, repaired or replaced, and thereafter returned to the customer all at no charge to the customer.

The defective item will be collected from the delivery address at which the goods were originally delivered to.

In the event of the customer having moved to a new address within the warranty period and may require collection from a new address, delivery charges may apply if the delivery tariff from the new collection point differs from the delivery tariff of the original delivery point. 

Delivery charges will be applicable if the goods were originally collected from Tru Outdoor Luxury and the customer now requires the defective item to be uplifted from his/her address.

Will Tru Outdoor Luxury repair my goods out of warranty ? 

We have our in-house manufacturing facility and we are therefore in a position to assist our customer with repairs out of the warranty period. There will be a charge for repairs out of warranty. as well as for repairs not covered by the warranty.

How do I lodge a warranty claim ?

Step 1:  Email us your proof of purchase.

Step 2: Email us your name and surname, mobile number, detailed physical address for collection.

Step 3: Email us images of your defective product clearly showing the problem you are encountering. The more images you send to us, the better we are able to understand the issue you are facing.

Step 4: We will be in contact with you within 7 days of lodging your claim.  

If you are unsure about the warranty on any of our products, please feel free to Contact Us by email or by using the Live Chat option (office hours only) and we will be happy to assist.

Return Policy 

While Tru Outdoor Luxury makes every effort to accommodate our customer, our Return Policy has to be one that is both reasonable and in strict accordance with the relevant aspects of the Consumer Protection Act  of 2008 (CPA) and its regulations as amended.
Request for Returns can only be done within 24 hours of receiving your goods.
 

Can I return my non-defective goods if I am not satisfied after receiving my order ?

The customer is entitled to return the goods for either a full refund, an exchange or a voucher, provided a written request by email accompanied by the proof of purchase, is lodged within 24 hours (twenty four hours) from the date of delivery. Failure to lodge the request and documents within this window period, will result in the refund attracting a 20% handling fee as well as the full cost of the round trip delivery.

The goods must be in its original packaging with all tags still attached to the product and must be unused for a return to be accepted.

How long will it take for my refund ?

Once the stock has been received and inspected by Tru Outdoor Luxury and a refund has been accepted by Tru Outdoor Luxury, payment of the refunded amount shall be made into the consumer’s account within 14 days from the date of receiving the goods at our Durban warehouse should the customer have opted for a refund. 

How will I receive my refund ?

Once we have accepted a return and approved a refund, you will be refunded in the same manner in which you paid Tru Outdoor Luxury.

It will be either by:
– Credit Card (reversal back to your credit card and subject to banking delays)
– EFT (directly into your account – allow at least 48 hours)

Can I still return the goods once the 24 hour window period has passed ? 

After the 24 hour window period has passed, the customer may return the goods for either a refund, an exchange or a voucher, subject to a 20% handling fee and round trip transport costs being applicable, all for the customer's account.

What if I fail to return all the pieces that make up the product ?

If the customer returns a product for a refund, exchange or voucher but fails to return all the pieces or components that make up the product, Tru Outdoor Luxury reserves the right to either refuse the return or to only replace the item that was returned or estimate the value of the missing pieces or components in order to credit or refund the customer in respect of the returned item.

Can i return a custom made product ?

No returns will be offered on all custom made products.

What is the procedure for a refund ?

Step 1: Lodge the refund request by email within 24 hours of receiving delivery of the goods indicating your choice of either a refund or exchange

Step 2: Ensure the goods are in the original packaging and unused

Step 3: Tru Outdoor Luxury will contact you within 48 hours of receiving your request

Step 4: Our nominated transporter will arrange to collect the goods from you or you may deliver the goods to our Durban warehouse if you originally collected from our Durban warehouse

Step 5: Tru Outdoor Luxury will be in contact with you once we have received and inspected the goods at our Durban warehouse, which normally takes 14 days

Step 6: Tru Outdoor Luxury will process the refund within 14 days of inspecting the goods

Payment Options:
Payment can be made either by EFT, cash, credit or debit card. In the case of EFT payments, proof of payment must be forwarded to the relevant store. Please allow 3 business days for the receipt of EFT funds to be confirmed. 

For all products that are in stock and available immediately, payment is required in full 24 hours prior to delivery or collection.

For back orders and custom made goods, a deposit of 50% is required upon order confirmation to secure the goods or commence production.Once the goods are ready for dispatch, the balance of 50% is required 24 hours prior to delivery or collection.

Delivery or collection can only take place against cleared funds in our bank account.

Cancellations, Returns & Refunds Policy:
The customer is entitled to return the defective or non defective goods for a refund, exchange or credit note, provided a written request by email accompanied by the proof of purchase, is lodged within 24 hours (twenty four hours) from the date of delivery. The goods must be in its original packaging with all tags still attached to the product, be unused and not damaged in any way for a return to be accepted. Transport will be for the account of Tru Outdoor Luxury if the request if lodged within the 24 hour window period and if the goods were delivered by Tru Outdoor Luxury.

In the case of defective products after the 24 hour window period and within the first 3 (three) months of receiving the goods, the customer has the option of an exchange for another product of the same value or a voucher equivalent to the full purchase price of the goods, less the cost of any significant or abnormal wear and tear on the product, the cost of which will be determined fairly by Tru Outdoor Luxury. No refunds will be allowed during this period. Following the expiry of the 3 (three) month period, defective products will be covered by the product warranty. Transport will be for the account of Tru Outdoor Luxury if the request if lodged within the first 3 (three) months and if the goods were delivered by Tru Outdoor Luxury.

In the case of non-defective goods after the 24 hour window period, a return will not be accepted.

Tru Outdoor Luxury offers free storage as a value added service to its customers for up to 6 (six) months. Should the customer wish to cancel an order during the storage period, all payments made by the customer to Tru Outdoor Luxury in respect of the order will be forfeited.

No refunds, exchanges, returns and / or cancellations are permitted on sale items or goods that have been discounted / marked down.

No returns, refunds, exchanges and / or cancellations are permitted on items that have been custom made to the client's requirements, once the order has been confirmed and a deposit has been paid. The deposit will be forfeited in the event of a cancellation prior to delivery.

Defective Products:
In the unlikely event of a defective product during the warranty period, discontinue use of the product and immediately contact us within 24 hours by email or live chat.

In the unlikely event of out of box failure following collection or delivery, immediately contact us within 24 hours from date of goods received, by email or live chat. Failure to do so within this window period, will render a refund invalid. The customer will only be entitled to an exchange or voucher.

Delivery:
We have collaborated with a select group of transport providers who have the infrastructure to provide delivery nationwide and who are able to provide their specialized expertise to moving furniture.

Deliveries are quoted on a per trip basis.

Customers from Durban and surrounding areas may select either a basic drop and go delivery service or a full service delivery option which includes pick up, deliver, unwrap, placement, assembly (if need be), removal of the waste packaging and disposal of the waste packaging.

Customers out of the Durban area will receive their orders on a drop and go basis.

You may opt to collect your order from our Durban Warehouse, at your own risk. Damages or lost items (example glass damage or cushions missing) are not covered in the event of the customer arranging their own transport, once the goods have been dispatched to the customer or to the transporter appointed by the customer.

Deliveries requiring special arrangements (eg carrying a lounge set up several flights of stairs, in the absence of a lift / lift restrictions) can be made but will be at an additional cost to the customer.

Some of our transporters make use of large delivery vehicles. It is the responsibility if the customer to check with our sales consultants if these vehicles will be able to gain access to your premises as certain estates, complexes etc have weight and height restrictions, which may pose an accessibility challenge to our transporters.

Overseas and cross border deliveries can be also arranged. Please talk to one of our trained sales consultants who will be able to assist with your shipping requirements.

Tru Outdoor Luxury cannot guarantee delivery to all countries or locations (eg a farm location with limited road access).

Delivery charges will be added to the customer’s invoice for payment where necessary or may be paid in cash directly to our transport contractor upon delivery, with prior arrangement.

Specific delivery times can be made or agreed to closer to the time of delivery. However please take note that delays may occur due to circumstances beyond our control.

On delivery, a two or three person crew will arrive and deliver to your room of choice, provided there is safe or acceptable access. Please assist us by clearing the pathways and removing ornaments that might get in the way. 
We cannot be held responsible for any form of breakage or damage.

Upon delivery it is imperative that an adult receive the goods. Customers are required to physically inspect the goods upon arrival. There is no warranty available on glass and cushions.

Storage:
Tru Outdoor Luxury will be willing to store the customer’s furniture for a maximum of 6 months at no additional cost (free storage) provided the goods are paid for in full.

If an order remains in storage at Tru Outdoor Luxury for longer than the agreed period, then a monthly fee at the maximum permissible interest rate as governed by South African law, will be charged.

Should you wish to cancel your order at anytime during the storage period, storage fees will be applicable at 5% per month of the invoice value .

Voucher Validity:
Vouchers are valid only for the period as stipulated on the voucher. Vouchers can only be redeemed in-store and are not refundable. Lost vouchers cannot be replaced.

Vouchers are valid for 3 years in terms of the CPA.

Discounts, Promotions and Sales:
All discount offers exclude “Promo” or “Sale” items, unless otherwise specified. All pricing can be confirmed by contacting us by email or live chat. All special offers are subject to stock being available. 

Wooden Furniture Disclaimer:
Some products are made from reclaimed, recycled or salvaged wood and will therefore have nicks, marks and imperfections. Some products may have holes, cracks and metal visible and are most often handcrafted, creating character that is part of the look and / or design. These are not defects, signs of damage or poor quality. Some products are not sealed and therefore care needs to be taken during day to day use.

It is recommended that our wooden products are not placed directly on carpets, tiles or other surfaces as staining could occur.

Tru Outdoor Luxury Care Instructions for timber products are available online.

Assembling of Furniture by the Customer:
Tru Outdoor Luxury does not accept responsibility for items damaged due to incorrect assembly by a customer. Such items will not be considered for returns or refunds.

Descriptions and Features:
While every effort is made to ensure that the product you buy from Tru Outdoor Luxury corresponds as closely as possible to the images shown on our website, slight differences may occur. We regret that no responsibility can be accepted for variations which add to the unique characteristics of Tru Outdoor Luxury's products.

Errors:
Tru Outdoor Luxury makes every effort to ensure that the information we provide is correct. However, we cannot be held responsible for any form of misprint or defect. Details of your order should be checked and confirmed by yourself when your order is placed at the time of checkout. We do not hold ourselves responsible for any incorrect orders placed.

Risk:
Risk of loss or damage will transfer to the customer upon delivery or collection.

All goods remain the property of Tru Outdoor Luxury until paid for in full.

General:
Unless any applicable law prescribes otherwise, any agreement made with Tru Outdoor Luxury to buy a product or a connected service, shall be governed by the laws applicable to South Africa.

Warranty Policy 

What is the Tru Outdoor Luxury warranty ?

The Tru Outdoor Luxury warranty is considered to be one of the best warranties within the outdoor furniture industry.
Enjoy complete peace of mind on every item purchased from Tru Outdoor luxury, with our transparent and comprehensive warranty policy. 

Aluminium & Synthetic Rattan Furniture:

 
Rattan, Water Hyacinth & Wooden Furniture:

Shade Solutions:

Outdoor Decor, Outdoor Stools, Scatters & Throws, Accessories:

 
Rugs & Protective Covers: 

What is not covered by the warranty ?

Manufacturing defects are covered by the warranty. The warranty will not apply in the event of:

1. Accidental or intentional damage 
2. Damage caused by negligence, abuse or misuse of the products
3. Goods used for a purpose other than the purpose of which they were manufactured
4. Failure to comply with the Tru Outdoor Luxury instructions in respect of cleaning, maintenance and care (please read the care & maintenance manual of each product carefully, which is available on this website)
5. Damage caused by acts of God such as hail stone damage, natural disasters, etc

Repairs resulting from damages not covered by the warranty (not limited to the above), will attract a repair charge, which will be quoted on a customer by customer basis.

Will there be delivery charges in the event of a warranty claim ?

In the unlikely event of a claim within the warranty period, Tru Outdoor Luxury will arrange to have the defective item collected from the customer, repaired or replaced, and thereafter returned to the customer all at no charge to the customer.

The defective item will be collected from the delivery address at which the goods were originally delivered to.

In the event of the customer having moved to a new address within the warranty period and may require collection from a new address, delivery charges may apply if the delivery tariff from the new collection point differs from the delivery tariff of the original delivery point. 

Delivery charges will be applicable if the goods were originally collected from Tru Outdoor Luxury and the customer now requires the defective item to be uplifted from his/her address.

Will Tru Outdoor Luxury repair my goods out of warranty ? 

We have our in-house manufacturing facility and we are therefore in a position to assist our customer with repairs out of the warranty period. There will be a charge for repairs out of warranty. as well as for repairs not covered by the warranty.

How do I lodge a warranty claim ?

Step 1:  Email us your proof of purchase.

Step 2: Email us your name and surname, mobile number, detailed physical address for collection.

Step 3: Email us images of your defective product clearly showing the problem you are encountering. The more images you send to us, the better we are able to understand the issue you are facing.

Step 4: We will be in contact with you within 7 days of lodging your claim.  

If you are unsure about the warranty on any of our products, please feel free to Contact Us by email or by using the Live Chat option (office hours only) and we will be happy to assist.

Return Policy 

While Tru Outdoor Luxury makes every effort to accommodate our customer, our Return Policy has to be one that is both reasonable and in strict accordance with the relevant aspects of the Consumer Protection Act  of 2008 (CPA) and its regulations as amended.
Request for Returns can only be done within 24 hours of receiving your goods.
 

Can I return my non-defective goods if I am not satisfied after receiving my order ?

The customer is entitled to return the goods for either a full refund, an exchange or a voucher, provided a written request by email accompanied by the proof of purchase, is lodged within 24 hours (twenty four hours) from the date of delivery. Failure to lodge the request and documents within this window period, will result in the refund attracting a 20% handling fee as well as the full cost of the round trip delivery.

The goods must be in its original packaging with all tags still attached to the product and must be unused for a return to be accepted.

How long will it take for my refund ?

Once the stock has been received and inspected by Tru Outdoor Luxury and a refund has been accepted by Tru Outdoor Luxury, payment of the refunded amount shall be made into the consumer’s account within 14 days from the date of receiving the goods at our Durban warehouse should the customer have opted for a refund. 

How will I receive my refund ?

Once we have accepted a return and approved a refund, you will be refunded in the same manner in which you paid Tru Outdoor Luxury.

It will be either by:
– Credit Card (reversal back to your credit card and subject to banking delays)
– EFT (directly into your account – allow at least 48 hours)

Can I still return the goods once the 24 hour window period has passed ? 

After the 24 hour window period has passed, the customer may return the goods for either a refund, an exchange or a voucher, subject to a 20% handling fee and round trip transport costs being applicable, all for the customer's account.

What if I fail to return all the pieces that make up the product ?

If the customer returns a product for a refund, exchange or voucher but fails to return all the pieces or components that make up the product, Tru Outdoor Luxury reserves the right to either refuse the return or to only replace the item that was returned or estimate the value of the missing pieces or components in order to credit or refund the customer in respect of the returned item.

Can i return a custom made product ?

No returns will be offered on all custom made products.

What is the procedure for a refund ?

Step 1: Lodge the refund request by email within 24 hours of receiving delivery of the goods indicating your choice of either a refund or exchange

Step 2: Ensure the goods are in the original packaging and unused

Step 3: Tru Outdoor Luxury will contact you within 48 hours of receiving your request

Step 4: Our nominated transporter will arrange to collect the goods from you or you may deliver the goods to our Durban warehouse if you originally collected from our Durban warehouse

Step 5: Tru Outdoor Luxury will be in contact with you once we have received and inspected the goods at our Durban warehouse, which normally takes 14 days

Step 6: Tru Outdoor Luxury will process the refund within 14 days of inspecting the goods

Payment Options:
Payment can be made either by EFT, cash, credit or debit card. In the case of EFT payments, proof of payment must be forwarded to the relevant store. Please allow 3 business days for the receipt of EFT funds to be confirmed. 

For all products that are in stock and available immediately, payment is required in full 24 hours prior to delivery or collection.

For back orders and custom made goods, a deposit of 50% is required upon order confirmation to secure the goods or commence production.Once the goods are ready for dispatch, the balance of 50% is required 24 hours prior to delivery or collection.

Delivery or collection can only take place against cleared funds in our bank account.

Cancellations, Returns & Refunds Policy:
The customer is entitled to return the defective or non defective goods for a refund, exchange or credit note, provided a written request by email accompanied by the proof of purchase, is lodged within 24 hours (twenty four hours) from the date of delivery. The goods must be in its original packaging with all tags still attached to the product, be unused and not damaged in any way for a return to be accepted. Transport will be for the account of Tru Outdoor Luxury if the request if lodged within the 24 hour window period and if the goods were delivered by Tru Outdoor Luxury.

In the case of defective products after the 24 hour window period and within the first 3 (three) months of receiving the goods, the customer has the option of an exchange for another product of the same value or a voucher equivalent to the full purchase price of the goods, less the cost of any significant or abnormal wear and tear on the product, the cost of which will be determined fairly by Tru Outdoor Luxury. No refunds will be allowed during this period. Following the expiry of the 3 (three) month period, defective products will be covered by the product warranty. Transport will be for the account of Tru Outdoor Luxury if the request if lodged within the first 3 (three) months and if the goods were delivered by Tru Outdoor Luxury.

In the case of non-defective goods after the 24 hour window period, a return will not be accepted.

Tru Outdoor Luxury offers free storage as a value added service to its customers for up to 6 (six) months. Should the customer wish to cancel an order during the storage period, all payments made by the customer to Tru Outdoor Luxury in respect of the order will be forfeited.

No refunds, exchanges, returns and / or cancellations are permitted on sale items or goods that have been discounted / marked down.

No returns, refunds, exchanges and / or cancellations are permitted on items that have been custom made to the client's requirements, once the order has been confirmed and a deposit has been paid. The deposit will be forfeited in the event of a cancellation prior to delivery.

Defective Products:
In the unlikely event of a defective product during the warranty period, discontinue use of the product and immediately contact us within 24 hours by email or live chat.

In the unlikely event of out of box failure following collection or delivery, immediately contact us within 24 hours from date of goods received, by email or live chat. Failure to do so within this window period, will render a refund invalid. The customer will only be entitled to an exchange or voucher.

Delivery:
We have collaborated with a select group of transport providers who have the infrastructure to provide delivery nationwide and who are able to provide their specialized expertise to moving furniture.

Deliveries are quoted on a per trip basis.

Customers from Durban and surrounding areas may select either a basic drop and go delivery service or a full service delivery option which includes pick up, deliver, unwrap, placement, assembly (if need be), removal of the waste packaging and disposal of the waste packaging.

Customers out of the Durban area will receive their orders on a drop and go basis.

You may opt to collect your order from our Durban Warehouse, at your own risk. Damages or lost items (example glass damage or cushions missing) are not covered in the event of the customer arranging their own transport, once the goods have been dispatched to the customer or to the transporter appointed by the customer.

Deliveries requiring special arrangements (eg carrying a lounge set up several flights of stairs, in the absence of a lift / lift restrictions) can be made but will be at an additional cost to the customer.

Some of our transporters make use of large delivery vehicles. It is the responsibility if the customer to check with our sales consultants if these vehicles will be able to gain access to your premises as certain estates, complexes etc have weight and height restrictions, which may pose an accessibility challenge to our transporters.

Overseas and cross border deliveries can be also arranged. Please talk to one of our trained sales consultants who will be able to assist with your shipping requirements.

Tru Outdoor Luxury cannot guarantee delivery to all countries or locations (eg a farm location with limited road access).

Delivery charges will be added to the customer’s invoice for payment where necessary or may be paid in cash directly to our transport contractor upon delivery, with prior arrangement.

Specific delivery times can be made or agreed to closer to the time of delivery. However please take note that delays may occur due to circumstances beyond our control.

On delivery, a two or three person crew will arrive and deliver to your room of choice, provided there is safe or acceptable access. Please assist us by clearing the pathways and removing ornaments that might get in the way. 
We cannot be held responsible for any form of breakage or damage.

Upon delivery it is imperative that an adult receive the goods. Customers are required to physically inspect the goods upon arrival. There is no warranty available on glass and cushions.

Storage:
Tru Outdoor Luxury will be willing to store the customer’s furniture for a maximum of 6 months at no additional cost (free storage) provided the goods are paid for in full.

If an order remains in storage at Tru Outdoor Luxury for longer than the agreed period, then a monthly fee at the maximum permissible interest rate as governed by South African law, will be charged.

Should you wish to cancel your order at anytime during the storage period, storage fees will be applicable at 5% per month of the invoice value .

Voucher Validity:
Vouchers are valid only for the period as stipulated on the voucher. Vouchers can only be redeemed in-store and are not refundable. Lost vouchers cannot be replaced.

Vouchers are valid for 3 years in terms of the CPA.

Discounts, Promotions and Sales:
All discount offers exclude “Promo” or “Sale” items, unless otherwise specified. All pricing can be confirmed by contacting us by email or live chat. All special offers are subject to stock being available. 

Wooden Furniture Disclaimer:
Some products are made from reclaimed, recycled or salvaged wood and will therefore have nicks, marks and imperfections. Some products may have holes, cracks and metal visible and are most often handcrafted, creating character that is part of the look and / or design. These are not defects, signs of damage or poor quality. Some products are not sealed and therefore care needs to be taken during day to day use.

It is recommended that our wooden products are not placed directly on carpets, tiles or other surfaces as staining could occur.

Tru Outdoor Luxury Care Instructions for timber products are available online.

Assembling of Furniture by the Customer:
Tru Outdoor Luxury does not accept responsibility for items damaged due to incorrect assembly by a customer. Such items will not be considered for returns or refunds.

Descriptions and Features:
While every effort is made to ensure that the product you buy from Tru Outdoor Luxury corresponds as closely as possible to the images shown on our website, slight differences may occur. We regret that no responsibility can be accepted for variations which add to the unique characteristics of Tru Outdoor Luxury's products.

Errors:
Tru Outdoor Luxury makes every effort to ensure that the information we provide is correct. However, we cannot be held responsible for any form of misprint or defect. Details of your order should be checked and confirmed by yourself when your order is placed at the time of checkout. We do not hold ourselves responsible for any incorrect orders placed.

Risk:
Risk of loss or damage will transfer to the customer upon delivery or collection.

All goods remain the property of Tru Outdoor Luxury until paid for in full.

General:
Unless any applicable law prescribes otherwise, any agreement made with Tru Outdoor Luxury to buy a product or a connected service, shall be governed by the laws applicable to South Africa.

Warranty Policy 

What is the Tru Outdoor Luxury warranty ?

The Tru Outdoor Luxury warranty is considered to be one of the best warranties within the outdoor furniture industry.
Enjoy complete peace of mind on every item purchased from Tru Outdoor luxury, with our transparent and comprehensive warranty policy. 

Aluminium & Synthetic Rattan Furniture:

 
Rattan, Water Hyacinth & Wooden Furniture:

Shade Solutions:

Outdoor Decor, Outdoor Stools, Scatters & Throws, Accessories:

 
Rugs & Protective Covers: 

What is not covered by the warranty ?

Manufacturing defects are covered by the warranty. The warranty will not apply in the event of:

1. Accidental or intentional damage 
2. Damage caused by negligence, abuse or misuse of the products
3. Goods used for a purpose other than the purpose of which they were manufactured
4. Failure to comply with the Tru Outdoor Luxury instructions in respect of cleaning, maintenance and care (please read the care & maintenance manual of each product carefully, which is available on this website)
5. Damage caused by acts of God such as hail stone damage, natural disasters, etc

Repairs resulting from damages not covered by the warranty (not limited to the above), will attract a repair charge, which will be quoted on a customer by customer basis.

Will there be delivery charges in the event of a warranty claim ?

In the unlikely event of a claim within the warranty period, Tru Outdoor Luxury will arrange to have the defective item collected from the customer, repaired or replaced, and thereafter returned to the customer all at no charge to the customer.

The defective item will be collected from the delivery address at which the goods were originally delivered to.

In the event of the customer having moved to a new address within the warranty period and may require collection from a new address, delivery charges may apply if the delivery tariff from the new collection point differs from the delivery tariff of the original delivery point. 

Delivery charges will be applicable if the goods were originally collected from Tru Outdoor Luxury and the customer now requires the defective item to be uplifted from his/her address.

Will Tru Outdoor Luxury repair my goods out of warranty ? 

We have our in-house manufacturing facility and we are therefore in a position to assist our customer with repairs out of the warranty period. There will be a charge for repairs out of warranty. as well as for repairs not covered by the warranty.

How do I lodge a warranty claim ?

Step 1:  Email us your proof of purchase.

Step 2: Email us your name and surname, mobile number, detailed physical address for collection.

Step 3: Email us images of your defective product clearly showing the problem you are encountering. The more images you send to us, the better we are able to understand the issue you are facing.

Step 4: We will be in contact with you within 7 days of lodging your claim.  

If you are unsure about the warranty on any of our products, please feel free to Contact Us by email or by using the Live Chat option (office hours only) and we will be happy to assist.

Return Policy 

While Tru Outdoor Luxury makes every effort to accommodate our customer, our Return Policy has to be one that is both reasonable and in strict accordance with the relevant aspects of the Consumer Protection Act  of 2008 (CPA) and its regulations as amended.
Request for Returns can only be done within 24 hours of receiving your goods.
 

Can I return my non-defective goods if I am not satisfied after receiving my order ?

The customer is entitled to return the goods for either a full refund, an exchange or a voucher, provided a written request by email accompanied by the proof of purchase, is lodged within 24 hours (twenty four hours) from the date of delivery. Failure to lodge the request and documents within this window period, will result in the refund attracting a 20% handling fee as well as the full cost of the round trip delivery.

The goods must be in its original packaging with all tags still attached to the product and must be unused for a return to be accepted.

How long will it take for my refund ?

Once the stock has been received and inspected by Tru Outdoor Luxury and a refund has been accepted by Tru Outdoor Luxury, payment of the refunded amount shall be made into the consumer’s account within 14 days from the date of receiving the goods at our Durban warehouse should the customer have opted for a refund. 

How will I receive my refund ?

Once we have accepted a return and approved a refund, you will be refunded in the same manner in which you paid Tru Outdoor Luxury.

It will be either by:
– Credit Card (reversal back to your credit card and subject to banking delays)
– EFT (directly into your account – allow at least 48 hours)

Can I still return the goods once the 24 hour window period has passed ? 

After the 24 hour window period has passed, the customer may return the goods for either a refund, an exchange or a voucher, subject to a 20% handling fee and round trip transport costs being applicable, all for the customer's account.

What if I fail to return all the pieces that make up the product ?

If the customer returns a product for a refund, exchange or voucher but fails to return all the pieces or components that make up the product, Tru Outdoor Luxury reserves the right to either refuse the return or to only replace the item that was returned or estimate the value of the missing pieces or components in order to credit or refund the customer in respect of the returned item.

Can i return a custom made product ?

No returns will be offered on all custom made products.

What is the procedure for a refund ?

Step 1: Lodge the refund request by email within 24 hours of receiving delivery of the goods indicating your choice of either a refund or exchange

Step 2: Ensure the goods are in the original packaging and unused

Step 3: Tru Outdoor Luxury will contact you within 48 hours of receiving your request

Step 4: Our nominated transporter will arrange to collect the goods from you or you may deliver the goods to our Durban warehouse if you originally collected from our Durban warehouse

Step 5: Tru Outdoor Luxury will be in contact with you once we have received and inspected the goods at our Durban warehouse, which normally takes 14 days

Step 6: Tru Outdoor Luxury will process the refund within 14 days of inspecting the goods

Payment Options:
Payment can be made either by EFT, cash, credit or debit card. In the case of EFT payments, proof of payment must be forwarded to the relevant store. Please allow 3 business days for the receipt of EFT funds to be confirmed. 

For all products that are in stock and available immediately, payment is required in full 24 hours prior to delivery or collection.

For back orders and custom made goods, a deposit of 50% is required upon order confirmation to secure the goods or commence production.Once the goods are ready for dispatch, the balance of 50% is required 24 hours prior to delivery or collection.

Delivery or collection can only take place against cleared funds in our bank account.

Cancellations, Returns & Refunds Policy:
The customer is entitled to return the defective or non defective goods for a refund, exchange or credit note, provided a written request by email accompanied by the proof of purchase, is lodged within 24 hours (twenty four hours) from the date of delivery. The goods must be in its original packaging with all tags still attached to the product, be unused and not damaged in any way for a return to be accepted. Transport will be for the account of Tru Outdoor Luxury if the request if lodged within the 24 hour window period and if the goods were delivered by Tru Outdoor Luxury.

In the case of defective products after the 24 hour window period and within the first 3 (three) months of receiving the goods, the customer has the option of an exchange for another product of the same value or a voucher equivalent to the full purchase price of the goods, less the cost of any significant or abnormal wear and tear on the product, the cost of which will be determined fairly by Tru Outdoor Luxury. No refunds will be allowed during this period. Following the expiry of the 3 (three) month period, defective products will be covered by the product warranty. Transport will be for the account of Tru Outdoor Luxury if the request if lodged within the first 3 (three) months and if the goods were delivered by Tru Outdoor Luxury.

In the case of non-defective goods after the 24 hour window period, a return will not be accepted.

Tru Outdoor Luxury offers free storage as a value added service to its customers for up to 6 (six) months. Should the customer wish to cancel an order during the storage period, all payments made by the customer to Tru Outdoor Luxury in respect of the order will be forfeited.

No refunds, exchanges, returns and / or cancellations are permitted on sale items or goods that have been discounted / marked down.

No returns, refunds, exchanges and / or cancellations are permitted on items that have been custom made to the client's requirements, once the order has been confirmed and a deposit has been paid. The deposit will be forfeited in the event of a cancellation prior to delivery.

Defective Products:
In the unlikely event of a defective product during the warranty period, discontinue use of the product and immediately contact us within 24 hours by email or live chat.

In the unlikely event of out of box failure following collection or delivery, immediately contact us within 24 hours from date of goods received, by email or live chat. Failure to do so within this window period, will render a refund invalid. The customer will only be entitled to an exchange or voucher.

Delivery:
We have collaborated with a select group of transport providers who have the infrastructure to provide delivery nationwide and who are able to provide their specialized expertise to moving furniture.

Deliveries are quoted on a per trip basis.

Customers from Durban and surrounding areas may select either a basic drop and go delivery service or a full service delivery option which includes pick up, deliver, unwrap, placement, assembly (if need be), removal of the waste packaging and disposal of the waste packaging.

Customers out of the Durban area will receive their orders on a drop and go basis.

You may opt to collect your order from our Durban Warehouse, at your own risk. Damages or lost items (example glass damage or cushions missing) are not covered in the event of the customer arranging their own transport, once the goods have been dispatched to the customer or to the transporter appointed by the customer.

Deliveries requiring special arrangements (eg carrying a lounge set up several flights of stairs, in the absence of a lift / lift restrictions) can be made but will be at an additional cost to the customer.

Some of our transporters make use of large delivery vehicles. It is the responsibility if the customer to check with our sales consultants if these vehicles will be able to gain access to your premises as certain estates, complexes etc have weight and height restrictions, which may pose an accessibility challenge to our transporters.

Overseas and cross border deliveries can be also arranged. Please talk to one of our trained sales consultants who will be able to assist with your shipping requirements.

Tru Outdoor Luxury cannot guarantee delivery to all countries or locations (eg a farm location with limited road access).

Delivery charges will be added to the customer’s invoice for payment where necessary or may be paid in cash directly to our transport contractor upon delivery, with prior arrangement.

Specific delivery times can be made or agreed to closer to the time of delivery. However please take note that delays may occur due to circumstances beyond our control.

On delivery, a two or three person crew will arrive and deliver to your room of choice, provided there is safe or acceptable access. Please assist us by clearing the pathways and removing ornaments that might get in the way. 
We cannot be held responsible for any form of breakage or damage.

Upon delivery it is imperative that an adult receive the goods. Customers are required to physically inspect the goods upon arrival. There is no warranty available on glass and cushions.

Storage:
Tru Outdoor Luxury will be willing to store the customer’s furniture for a maximum of 6 months at no additional cost (free storage) provided the goods are paid for in full.

If an order remains in storage at Tru Outdoor Luxury for longer than the agreed period, then a monthly fee at the maximum permissible interest rate as governed by South African law, will be charged.

Should you wish to cancel your order at anytime during the storage period, storage fees will be applicable at 5% per month of the invoice value .

Voucher Validity:
Vouchers are valid only for the period as stipulated on the voucher. Vouchers can only be redeemed in-store and are not refundable. Lost vouchers cannot be replaced.

Vouchers are valid for 3 years in terms of the CPA.

Discounts, Promotions and Sales:
All discount offers exclude “Promo” or “Sale” items, unless otherwise specified. All pricing can be confirmed by contacting us by email or live chat. All special offers are subject to stock being available. 

Wooden Furniture Disclaimer:
Some products are made from reclaimed, recycled or salvaged wood and will therefore have nicks, marks and imperfections. Some products may have holes, cracks and metal visible and are most often handcrafted, creating character that is part of the look and / or design. These are not defects, signs of damage or poor quality. Some products are not sealed and therefore care needs to be taken during day to day use.

It is recommended that our wooden products are not placed directly on carpets, tiles or other surfaces as staining could occur.

Tru Outdoor Luxury Care Instructions for timber products are available online.

Assembling of Furniture by the Customer:
Tru Outdoor Luxury does not accept responsibility for items damaged due to incorrect assembly by a customer. Such items will not be considered for returns or refunds.

Descriptions and Features:
While every effort is made to ensure that the product you buy from Tru Outdoor Luxury corresponds as closely as possible to the images shown on our website, slight differences may occur. We regret that no responsibility can be accepted for variations which add to the unique characteristics of Tru Outdoor Luxury's products.

Errors:
Tru Outdoor Luxury makes every effort to ensure that the information we provide is correct. However, we cannot be held responsible for any form of misprint or defect. Details of your order should be checked and confirmed by yourself when your order is placed at the time of checkout. We do not hold ourselves responsible for any incorrect orders placed.

Risk:
Risk of loss or damage will transfer to the customer upon delivery or collection.

All goods remain the property of Tru Outdoor Luxury until paid for in full.

General:
Unless any applicable law prescribes otherwise, any agreement made with Tru Outdoor Luxury to buy a product or a connected service, shall be governed by the laws applicable to South Africa.