Terms and Conditions

Estora Home has endeavoured to make the process for ordering and receiving your product as convenient and simple as possible. Our online store provides a simple means for viewing all of our product ranges as well as custom options available and making purchases.


General

1. How To Contact Us?

  • Contact us on 0664278218:
    • Monday: Closed
    • Tuesday – Thursday: 11:00 – 16:00
    • Friday: 11:00 – 15:00
    • Saturday: 10:00 – 13:00
    • Sunday: Closed
    • Public Holidays: We are open on most public holidays, but please check before to ensure that we are open.
  • Phone or WhatsApp us during business hours:  0664278218
  • Email us anytime: hello@estorahome.co.za

2. General

These are the terms and conditions that apply when you purchase goods from Estora Home either in store, via WhatsApp or other social media or online.

3. Your Personal Information 

  • When you shop with Estora Home, you give us your consent to collect and process your personal information, which we use to (for example) create and manage your account, process your payment, fulfil your order, communicate with you and deliver your goods.
    • If you do not want us to collect and process your personal information, we will not be able to provide you with goods or services.
    • You are welcome to opt out of marketing communications, although this means you won’t receive our promotion updates. 
  • When you purchase from Estora Home, either online or in our showroom, we create a customer profile for you which we may use for future marketing. We will not share these details with any other company.

4. Orders, Products and Website

  • We will do our best to accurately display the goods, specifically regarding their colour, description, and price, both in our showrooms and on our website.
    • We have an extensive display of product and fabric options in our showroom, and our sales consultants are well-versed in explaining the characteristics of our products. 
    • When online shopping, please remember the way you see the goods is dependent on the device you use to access our website. Estora Home cannot be held responsible for any mistakes in ordering items whose actual colour is slightly different from that appearing on the website as viewed on your computer. Though we do endeavour to make the images as accurate as possible. It is always best to visit our showroom to make the most informed decision.
    • We urge you to understand your made-to-order product choice. As per the Consumer Protection Act, we are not required to accept cancellations/returns because each piece is custom made to order and not held as stock.
    • All products with natural exposed wood may vary from batch to batch. Different batches of wood, albeit the same type of wood, may vary in grain and look and may hold onto stains differently. This is understood whenever purchasing natural products from anywhere. 
    • We operate a constant improvement methodology where designs are updated and improved, when necessary, to improve small details in the aesthetics or to improve performance or avoid issues. This means that our specifications may slightly change without notice and that whilst our products remain essentially the same as the sample on display or on our website, there may be reasonable changes and updates made over time that means it is not identical.
  • In the event that a product has been listed incorrectly and it comes to our attention after receiving an order we will contact you to notify you of the error and provide an alternative or issue a refund if the listing cannot be satisfied.
  • It is important that you select the correct options on our website as we will follow those inputs as instructions for manufacturing. Furthermore, when ordering in store, ensure that the correct specifications are listed on your quote/invoice. In particular, with regards to the orientation. We consider right and left daybeds as you are looking at it (as is sketched on the product pages when making your selection) and NOT if you are sitting on the couch. We will not be held liable for incorrect specifications when it comes to product, orientation, sizing or fabric choices among others.
  • Our goods are intended for use in an ordinary residential or domestic environment only  and are not fit for any commercial or industrial use. Should you use our goods in a commercial or industrial environment, you do so entirely at your own risk, as our normal guarantees and warranties will not apply under these circumstances.
  • We will use reasonable efforts to ensure that stock is available, particularly of our fabric options, but cannot guarantee the availability of stock.
    • Should product be on an extended lead-time, this will be noted by your sales consultant or on our website at the time of purchase.
    • We may experience delays out of our control, resulting in a delay for you. We will notify you when this occurs and discuss whether you are happy to wait or wish to reselect or get a refund.
    • We will notify you should an item your purchased online no be longer available, giving you the option of a reselection or refund.
    • If there is a shortage of stock of the selected fabric and it is only brought to our attention, by our suppliers, after you order. We will contact you before your product goes into production to offer alternatives. Alternatives are not always priced at the same price point as your original choice and the price differences will be communicated to you of the alternatives choices.

Delivery and Collection

  • You may choose to receive your purchase by:
    • Collecting it from our factory in Marlboro, Johannesburg
    • Opting for our delivery service via one of our trusted third party couriers which is afforded at an additional cost.
  • Our Customer Care Support Team will confirm the delivery or collection date directly with you. The sales consultant is unable to confirm delivery as our logistics team plans the routes according to the deliveries to be made.
    • We deliver Monday to Friday (excluding public holidays) and we make use of third party couriers. Our ability to deliver is also always subject to certain factors, including the availability of the goods and the supply of accurate delivery address details.
      • We confirm the date of delivery only when booking the delivery – once your order has been completed or is nearing completion. You will receive a call, WhatsApp, SMS or email to confirm delivery.
      • For orders outside of Gauteng, deliveries are fulfilled by our courier partner who will contact you directly. Most often, we use Campos Transport for these deliveries, though that may vary from time to time. Please note that the courier of goods out of Gauteng may take additional days, depending on the couriers schedule and frequency of travel to your area. More popular destinations like Cape Town, Durban and CT are serviced more regularly than others which may take a bit longer to get to you.
      • You are responsible for ensuring that your address is covered by our courier. You may view the areas that we cover here.
      • Our courier has their own schedule for when deliveries take place for different areas. Some areas are serviced more frequently than others which would affect the delivery time. Big cities are serviced at least once a week whereas smaller areas can be serviced once a week or once every two weeks. Please contact us to find out more.
    • Delivery fees may change at any time until you have confirmed your sales order by payment.
    • Additional delivery charges (which will vary, depending on your delivery address) may  apply to outlying areas. The delivery fee and any additional charges applicable to your order will be communicated to you and must be paid before delivery.
      • Our delivery partners are not equipped to hoist goods over balconies. Should hoisting of goods be required, a dedicated, appropriately equipped team would be required and will be your own responsibility. Our courier will, in this case, only deliver to you door.
    • The customer will be charged for additional delivery costs due to failed deliveries, access problems and/or failure to adhere to the appointment time for the delivery. We will contact you and give you estimated times for delivery (which could change without notice due to unforeseen conditions) and it is your responsibility to ensure availability. If there is nobody present to receive the goods, the delivery team will return the goods to our factory and you will be contacted and quoted on a new delivery.
    • We will always do what is reasonably possible (but cannot guarantee that we will be able) to ensure that delivery happens  as confirmed with you.
      • We will arrange for delivery to the delivery address that you provided to us. We are not responsible for any loss or unauthorised use of the goods once we have delivered the goods to the delivery address you have provided to us.
      • For deliveries to complexes, you are responsible for confirming body corporate regulations on truck sizes, as our delivery crew is unable to carry the product to your house from the entrance of the complex. 
    • You must ensure that we can access the place of delivery, and that the location is cleared for the goods to be delivered.
      • We will place the goods delivered where you choose but are not permitted to re-arrange your furniture or clear areas in preparation for the delivery or remove unwanted goods from the premises.
      • Please remove all valuable or breakable items from the delivery site and that your pets and small children are secured in a safe location away from the delivery crew and site. We do not take responsibility for any items claimed to be missing or broken.
    • Because we use third party couriers, they are not trained on every product and not may know exactly how to position or set up your product. Their primary responsibility is to get the products safely into your home. 
    • We are not liable for any damage to goods, missing parts or personal injury you or anyone else may suffer if you assemble the goods yourself. We will not accept return of goods, nor will we replace goods that were damaged when assembling.
  • Our delivery crew’s responsibility is to deliver your goods to you. All information regarding product quality or any other product-related questions should be directed to your sales consultant.
  •  If you opt for collection, you will be solely responsible for loading and tying the items on your vehicle. We do not assist with this.
  • Accepting your delivery
    • On delivery we will require that you or your authorised representative sign for the goods to confirm receipt of goods.
    • If you are unable to accept the goods yourself, please ensure that you or your authorised representative are available at the delivery address. If anyone else accepts delivery of the goods at the delivery address, they are presumed to be authorised to accept the goods on your behalf.
    • If no one is at the delivery address to accept delivery, we will contact you to arrange an alternative time. You will be charged additional delivery charges if we cannot deliver the goods to you due to access problems or if you are not available when we deliver the goods or you did not confirm the correct truck for your complex.
  • Inspecting the goods
    • You must inspect the goods when they are delivered to you.
    • If you are satisfied that the goods are in good condition and not damaged and also that the correct items have been delivered, you or your representative must sign the invoice, which will be proof that the goods have been delivered in a good, undamaged condition.
    • If the goods are damaged in any way, you must:
      • Note the reason for rejecting the goods and the nature of the damage on the invoice – this will be communicated to us when the truck returns to the warehouse, so please expect a call from our Customer Care Support Team to discuss the way forward.
      • We recommend you take pictures and videos and email them to sales@estorahome.co.za with your sales order number. Include a copy of the notes you made on the invoice.
      • Do not accept delivery of the goods.
      •  Contact us directly to communicate your grievances.
    • If you do not note the reason for rejecting the goods and the nature of the damage on the invoice and you keep the goods, we are entitled to regard the goods as if they were in good condition and not damaged when delivered to you.
  • Courier
    • By shopping with us, you agree that we may share your personal information with our couriers so they can deliver your goods to you. 
  • Collection from a Estora Home factory
    • We will call you once your item has been manufactured before you intend to collect the goods.
      • We will confirm directly with you who will collect the goods, and the date and time of collection. If you arrive without a collection appointment, we may not be able to give you your product, due to our quality control process and picking schedule.
      • Please note that if you do opt for collection, we require collection immediately as we do not have space for storage of your item.
    • The person who collects the goods must have the original order confirmation, the original proof of purchase such as the invoice and produce a form of identification.
    • You or your representative must inspect the goods when they are collected and sign a collection slip, which will be proof that the goods were collected in good, undamaged condition.
      • If the goods are damaged in any way, you must notify us immediately and not take the goods with you.
      • You accept full responsibility for the goods once they leave our store or warehouse and we will not be held liable for any loss or damage to the goods, whether you, your representative or a third-party transporter collected the goods. For this reason, customers are encouraged to inspect products prior to leaving our premises.
      • Our team is not equipped with the tools and skills to tie up goods in your vehicle. If collection is opted for, our team will not be responsible for loading, tying etc of any good, this responsibility is on whomever comes to collect the goods.

Returning Your Purchase

  • Change of heart
    • Because all of our items are made to order according to your specification, once the purchase of materials or production of your item has begun, we will not be able to refund. If we have not begun production but the materials have been purchase you will be subject to a 50% cancellation fee. Once production on your item has commenced, we cannot offer any refund. .
    • The Consumer Protection Act does not oblige us to accept cancellation of any product made to your specification. All of our products are made according to your fabric specifications.
    • This applies to made-to-orders purchases online so please ensure you visit our showroom to confirm the actual representation of the furniture and fabrication.
  • Faulty items
    • All merchandise displayed and sold by Estora Home is subject to stringent quality control standards. In the unfortunate event of you receiving a faulty item from us, please contact your sales consultant.
    • Our contact centre will arrange the collection date and time to collect your item unless you choose to return it to us.
      • Please refer to the product page for more information on our manufactured products.
    • If you had collected the item and not taken delivery, the responsibility for delivering the faulty item back to our factory will be on you. Unless you opt for collection of the goods which will be quoted for. Delivery of the goods will also come at a charge.
    • If our quality assurance team finds that the goods are defective or that there are quality issues, our Customer Care Support Team will contact you to determine your choice of repair, replacement.
    • You will not be eligible for a refund or replacement if our assessment reveals that you the damage did not occur under circumstances covered in our warranty policy, the goods are not defective or not affected by quality issues. We will, however, quote you on a repair which you are not obliged to accept. You will also be required to pay for delivery back to you.
    • If you choose to have your goods repaired more than 7 days after the date that you purchased the goods, we reserve the right to charge a Repair fee.
    • Items may slightly differ from what you see in the showroom but this does not mean that it is made differently. Because everything has hand made, manufacturing is subject to a reasonable margin for difference. Furthermore, different fabric have different feels and may give a slight different experience. We assure you that we do not manufacture items in our showroom differently to the ones that we send to you.
  • Delivering the wrong goods
    • Should we accidentally deliver the wrong goods to you, or if the goods are not as described on our website, notify us immediately and we will collect the goods from you at no charge and the correct item will be delivered to you at an agreed upon.
  • Item does not fit in terms of dimensions or does not match your aesthetic
  • We are not held responsible if you have not ensured that the item will fit in your space. We list all dimensions and info of the product on our website and it is your responsibility to ensure that it fits your space.
  • We recommend coming in to view our fabric swatches if you are unsure of fabric type and colour.
  • Please allow for enough margin for error on the dimensions, we cannot guarantee that every product will have exact dimensions to the cm as all of our products are hand made and factors like foam dressing of the interior of the couch etc may cause minor deviations.
 
Warranty Policy
 

Warranty Conditions

Thank you for choosing Estora Home. We stand by the quality of our products and offer the following warranties against manufacturing defects:

All Orders place from/after 01 August 2024 carry a: 

  • 5 year warranty on the frame,
  • 2 year warranty on foam 
  • 2 year warranty on stitching
 

All Orders place before 01 August 2024 carry a: 

  • 1 year warranty on the frame,
  • 1 year warranty on foam
  • 1 year warranty on stitching
 

Warranty Coverage – DUE TO MANUFACTURING DEFECTS, INCORRECT USAGE, NORMAL NOT WEAR & TEAR OR NEGLIGENCE

  • Frame: from breaking
  • Foam: from sinking (not softening)
  • Stitching: from unraveling 
 

Important Conditions: 

  • Collection and delivery for repair – If your claim is made within 3 months of the purchase date, we offer the courtesy of collecting and delivering the repair from the address that it was delivered to – if claim is accepted. After 3 months from the date of purchase, the customer will be responsible for the collection and redelivery of repaired items. If needed, you may ask to be quoted for collection and delivery. If you had collected or arranged your own courier for your delivery, the collection and re-delivery will be your responsibility even within the 3 months of purchase.
  • Inspection and eligibility – All warranty claims are subject to inspection by Estora Home. If the claim is not covered by the warranty, we will provide a quote for the repair as well as delivery if required. We are extremely fair in our inspection and reserve the right to conclude on whether the complaint is covered in the warranty and also if any faults are due to misuse. All of our findings will be communicated to you.
  • Lead time: Collection for repairs takes 1-3 weeks, repairs take 1-3 weeks, and redelivery takes 1 week.
 
Please note:
  • Foam softening vs sinking – Foam softening is normal and not considered a defect. Sinking, however, is covered. To test for sinking, make an indent into the foam with your hand. Lift your hand off and if the foam bounces back to shape, it is not sinking. If the indent in the foam (not fabric) remains once your hand has been removed, that means that the foam is sinking. The reason for making this distinction is because all foam will soften with use – this is completely normal. The seats that are used the most will soften the most/fastest.
  • Care – It is essential to take adequate care of the product to ensure the longevity of your item. Failure to do so may void the warranty. Misuse of products such as sitting on arms and back, incorrect cleaning like scrubbing or use of chemicals etc voids the warranty claim.
  • Fabric Pilling – Pilling of fabric is completely normal and NOT a defect. Some fabric may pill more than others but this does not mean that the fabric is defective or of bad quality. Pilling is normal in the first few months, and is the resultof excess fibres shedding (it is not the actual fabric disintegrating). After de-pilling a few times there will no longer be any loose fibres to come out and cause the pilling. Please see care instructions on how to de-pill.
  • Seam holes – Different fabric hold differently. On some fabrics, usually those which are looser woven, holes may occur at the seams where the fabric is stitched. This is not a defect and should not be cause for concern.
  • Fabric dimpling and creasing – Different fabrics fits and sets on foam in unique ways depending on the hardness, the weave etc of the fabric. Creases and dimpling may occur on the fabric, particularly because we use a soft foam, this is very normal and not a defect, it is part of the lux, lived-in aesthetic. Creases and dimples may be present from when you receive the couch or may appear as foam further softens.
  • Hand crafted – All of our couches are hand made with quality materials. Because they are hand made, they cannot be expected to be perfect. The nature and beauty of hand crafted products – particularly luxury couches with soft foam – is that they have character. Not every seam may be exactly straight etc, though we do try. There may be slight variations from item to item adn even from the showroom pieces.
 

Exclusions:

  • Fabric – Fabric is not covered under the warranty as it is completely dependent on proper usage. While some of our fabrics are stain-guarded and easy-to-clean, no fabric is truly stain-resistant. We cannot be responsible for stains that do not come out. If your fabric is dirty, please do not scrub. If it is a tough stain, we recommend getting it cleaned by a professional. Fabric pilling is normal and not a cause for concern.
  • Cushions – All cushions and pillows will naturally soften with normal use. This is not a material or manufacturing defect. Warranty does not cover any normal softening of cushion core, flattening of a fiber top or loss of loft. The seam of the seat moving may be normal if sat on. This can easily be moved by hand and is not a defect.
  • Misuse – Upon inspection, if our findings show that damage was caused due to misuse, negligence or insufficient care, the warranty claim will not be valid.
  • Change of heart / incorrectly chosen specifications – If you are unhappy with your choices, this will not be covered. The onus was on you as the customer to check the specifications on the quote and invoice were correct. This warranty only covers manufacturing defects.

Warranty Process:

Please read the following carefully before submitting your claim:

  • All claims are subject to Estora Home’s assessment to determine if they fall under the warranty.
  • If your claim is made within 3 months of delivery, Estora Home will collect your item as a courtesy and assess it.
  • If your claim is made after 3 months, you will be responsible for bringing the item to our factory. Alternatively, we can arrange collection for you at an additional cost.
  • Collection (if applicable) can take 1-3 weeks from claim submission.
  • The assessment will take 1 week, and we will communicate our findings.
  • If any additional charges apply, we will inform you before proceeding.
  • If the repair is covered by warranty, it will take 1-3 weeks.
  • Once repaired, we will arrange for redelivery or collection.

 

 

Terms & Conditions

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