Azuri Homes Return, Cancellation & Refund Policy

At Azuri Homes, we take pride in creating high-quality furniture made with care, attention to detail, and a strong commitment to craftsmanship. As many of our products are custom-made or made to order according to each customer’s specifications, our return, cancellation, and refund terms are structured to reflect the nature of our work, the materials sourced, the production process involved, and the administrative, processing, and handling costs incurred.

1. General Policy
Because many Azuri Homes items are custom-made, made to order, or specially sourced for each customer, returns, cancellations, and refunds are limited and subject to the terms below.

By placing an order with Azuri Homes, you acknowledge and accept this policy.

2. Cancellations Before Delivery
Orders may only be cancelled in writing by emailing support@azurihomes.co.za.

A 15% cancellation fee will be charged on all cancelled orders to cover administrative, processing, and handling costs.

Where materials have already been sourced, production has started, customisation has been approved, or third-party costs have already been incurred, Azuri Homes reserves the right to deduct any additional reasonable costs already incurred in relation to the order.

Custom-made, made-to-order, and special-order items may not be cancelled once production, sourcing, or preparation has commenced.

3. Returns After Delivery
We must be notified of any return request within 72 hours of delivery.

To request a return, the customer must email support@azurihomes.co.za and provide:
• the order number,
• full name and contact details,
• clear reason for the return,
• supporting photographs where relevant.

A return request does not mean the return is automatically approved. All returns are subject to inspection and approval by Azuri Homes.

4. Items Eligible for Return
We will only accept returns where:
• the item was delivered damaged,
• the wrong item was delivered,
• the item has a manufacturing defect,
• the item does not materially match the confirmed order specifications.

If a return is approved, Azuri Homes may, at its discretion:
• repair the item,
• replace the item,
• provide a refund,
• provide store credit.

5. Non-Returnable / Non-Refundable Items
We do not accept returns, refunds, or exchanges for:
• custom-made items,
• made-to-order items,
• special-order items,
• clearance or sale items,
• items without proof of purchase,
• items reported after 72 hours from delivery,
• items that have been used, installed, altered, washed, disassembled, or damaged after delivery,
• items damaged through misuse, negligence, abuse, incorrect handling, or failure to follow care instructions,
• items where the customer inspected or accepted the goods and later changed their mind.

Under no circumstances will Azuri Homes accept returned goods where the customer has simply changed their mind after having had the opportunity to inspect the goods.

6. Condition of Returned Goods
Approved returns must be returned in the same condition in which they were delivered, together with all original packaging, parts, and accessories, where applicable.

Azuri Homes reserves the right to reject a return if the goods are not returned in their original condition or if further damage occurred after delivery.

7. Refund Process
Once a return is approved and the returned goods have been received and inspected, the refund process will begin.

Refunds may take 14 to 21 working days to be processed.

The refund processing period will only begin once:
• the returned goods have been received by Azuri Homes, and
• the return has been inspected and approved.

Refunds will be processed using the original payment method where possible

Azuri Homes reserves the right to deduct any applicable cancellation fee, handling fee, collection fee, delivery fee, or other reasonable costs already incurred.

8. Delivery and Collection Charges
Original delivery charges are non-refundable unless the return is due to:
• a manufacturing defect,
• delivery of the incorrect item,
• damage caused before or during delivery by Azuri Homes or its delivery partners.

Where a return is approved for reasons not caused by Azuri Homes, the customer may be responsible for the cost of collection, return transport, and related handling fees.

9. Manufacturing Defects and Warranty
Azuri Homes stands behind the quality of its workmanship.

If an item has a genuine manufacturing defect, the customer must notify Azuri Homes as soon as reasonably possible, with clear photographs and proof of purchase.

Azuri Homes reserves the right to inspect the product and determine whether the issue is:
• a manufacturing defect,
• normal wear and tear,
• misuse or damage after delivery,
• damage caused by improper care, storage, transport, or installation.

Where a manufacturing defect is confirmed, Azuri Homes may repair, replace, or refund the item at its discretion.

10. Exclusions From Warranty or Defect Claims
The following are not regarded as manufacturing defects:
• normal wear and tear,
• slight variations in colour, grain, texture, or finish,
• natural characteristics of timber, fabric, leather, foam, or handcrafted finishes,
• damage caused by sunlight, moisture, heat, pets, improper cleaning products, or incorrect use,
• damage resulting from moving, transport, or handling after delivery,
• dissatisfaction arising from personal preference where the item matches the approved order.

11. Contact for Returns and Refunds
All return, cancellation, refund, and defect-related queries must be sent to:

Azuri Homes
Email: support@azurihomes.co.za