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Delivery & Warranty

Delivery, lead time and warranty policy.

Delivery & Warranty

Warranty Policy

1. Coverage: 

– All Orders place from 01 August 2024 carry a: 

  • 5 year warranty on the frame, 
  • 2 year foam warranty and 
  • 2 year warranty on stitching.
 
– All order placed before 01 August 2024 carry a:
 
  • 1 year warranty on the frame,
  • 1 year warranty on foam and
  • 1 year warranty on stitching

2. Warranty Process:

  • If you encounter any issues covered by the warranty, please contact us by emailing sales@estorahome.co.za. Please note, this is the only channel that deals with warranty claims.
  • If you paid for delivery during the initial order, we will, as courtesy, arrange to collect the goods for assessment at no charge if claim is made within 3 months of purchase. Thereafter, the collection and redelivery of items is the responsibility of the customer. We are happy to quote on collection and delivery if needed (2 trips).
  • If the customer collected the goods themselves, they are responsible for transporting the item to our location for assessment, unless they opt to pay for collection services.
  • Once the item is received, our team will assess it to determine if the issue is covered by the warranty or if it was caused by misuse, negligence or wear. 
  • Warranty is covered from the day of purchase.

3. Exclusions: This warranty does not cover damages resulting from:

  • Misuse, abuse, or improper care of the product.
  • Accidental damage or normal wear and tear.
  • Modifications or alterations made to the product without prior authorization.
  • Damage caused by exposure to extreme conditions or environmental factors.

4. Assessment and Resolution:

  • We reserve the right to assess the product to determine if the issue falls within the scope of the warranty.
  • If the damage is determined to be covered by the warranty, we will repair or replace the product at no cost to the customer.
  • If the damage is determined to be the result of any of the exclusions listed above, the customer will be invoiced for the repair and any associated collection and delivery charges.

5. Customer Responsibilities:

  • Customers are responsible for providing proof of purchase when making a warranty claim.
  • It is the customer’s responsibility to ensure that the product is properly cared for and used in accordance with our care instructions.

6. Contact Us: If you have any questions about our warranty policy or need to initiate a warranty claim, please contact our customer service team for assistance.

7. Consumer Protection Act:

  • In accordance with the Consumer Protection Act, custom-made to order products are exempt from refunds. However, we are committed to resolving any defects covered by the warranty. If your custom-made product is found to have a defect covered by the warranty, we will work to repair or replace the item to your satisfaction.

Delivery and Lead Time Policy

1. Lead Time: Our standard lead time for manufacturing and delivery is 3-4 weeks from the date of order confirmation. While we strive to meet this timeframe for all orders, there may be circumstances beyond our control that could affect delivery times. In such cases, we will promptly communicate any delays to the customer before the scheduled delivery date.

2. Special Circumstances: During major sales events or periods of high demand, lead times may be extended. We will notify customers of any anticipated delays as soon as possible.

3. Delivery Outside Gauteng: For deliveries outside of Gauteng, additional days may be required for courier services. The specific delivery time will depend on the destination area and the frequency of travel by our courier partner to those areas.

4. Order Confirmation and Delivery Arrangements:

  • Upon payment confirmation, an automated response will be generated to confirm the order.
  • Once your item is complete, we will contact you to arrange a day for delivery. We use a third party courier so we cannot guarantee an exact time of delivery.

5. Customer Availability:

  • Customers are required to be available to receive the delivery on the day of delivery.. If the customer is unavailable and the delivery cannot be completed, a charge may be incurred for a subsequent delivery attempt. We cannot guarantee an exact time for delivery due to the nature of furniture deliveries and because we use a third party courier.

6. Delivery Process:

  • Our friendly delivery team will handle the delivery process, including bringing the items into your home, unwrapping them, and discarding any packaging waste.
  • While our delivery team strives to ensure a smooth delivery process, please note that they are a third-party courier service and may not have detailed information about all products and are thus not responsible for assembly where needed.

7. Customer Responsibility:

  • Customers or a trusted representative are responsible for overseeing the delivery process and ensuring that all items are received in good condition.
  • We are not responsible for any mishaps, damages, or missing items that may occur during the delivery process.
  • Customers are responsible to be available to receive the delivery on the arranged day. An exact time is impossible to predict.
 

8. National Delivery Areas that we cover:

  

Below are the zones, cities and town that we deliver to nationally via our delivery partner Campos Transport. 

1. Western Cape Cape Town (30km radius), Beaufort West, Worcester, Simonstown, Strand, Gordon’s Bay, Somerset West, Stellensbosch, Franschoek, Paarl 

2. Kwazulu Natal Durban, North Coast (Umdloti > Shakas Rock), South Coast (Amanzimtoti > Port Edward), Pietermaritzburg, Hillcrest > Hilton 

3. Garden Route Mossel Bay, George, Knysna, Plettenburg Bay, St Francis Bay, Jeffreys Bay, Humansdorp 

4. Eastern Cape East London, King William’s Town, Queenstown, Port Alfred, Kenton-on-Sea, Grahamstown, Port Elizabeth, Uitenhage 

5. Mpumalanga Witbank, Middleburg, Nelspruit, Nelspruit, White River, Hazyview, Komatipoort 

6. Limpopo Warmbaths (Bela-Bela), Nylstroom (Modimolle), Potgietersrus (Mokopane), Pietersburg (Polokwane), Tzaneen, Phalaborwa, Thohoyandou, Louis Trichardt (Makhado) 

7. North West Rustenburg, Orkney, Klerksdorp, Potchefstroom 8. Free State Kroonstad, Welkom, Virginia, Bloemfontein 

9. Northern Cape Kimberly

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