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.
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.
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.
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 .
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.
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 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.
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.