Refund policy

Returns and Refund Policy

Last updated: 3 July 2026

At Davorel Sofas, every sofa is custom-made according to the specifications confirmed by the customer. We take care to manufacture and deliver furniture that meets our quality standards and the details of each accepted order.

This Returns and Refund Policy explains the circumstances in which a cancellation, return, exchange, repair, replacement or refund may be considered.

This policy must be read together with our Terms of Service, Shipping and Delivery Policy and Warranty Policy.

Nothing in this policy limits any consumer right that cannot lawfully be excluded under applicable South African law.

1. Thirty-Day Return-Request Period

Customers have 30 calendar days from the date on which an order is delivered or collected to contact Davorel Sofas and request a return.

Submitting a return request within 30 days does not mean that the return will automatically be approved.

All return requests are subject to:

The custom-made nature of the product;
The reason for the requested return;
The condition of the product;
Inspection and assessment by Davorel Sofas;
The terms of the accepted order;
This Returns and Refund Policy; and
Applicable South African law.

2. Custom-Made Products

All Davorel Sofas products are custom-made per order. We do not generally sell completed sofas from stock.

Because each product is manufactured according to the customer’s selected specifications, custom-made products cannot ordinarily be returned, exchanged or refunded because the customer:

Changes their mind;
No longer wants the product;
No longer likes the selected fabric, colour or design;
Changes their décor;
Decides that the furniture is too large or too small;
Provided incorrect measurements;
Failed to ensure that the product would fit through the available access points;
Experiences a change in personal comfort preference; or
No longer requires the product.

A change-of-mind return may only be accepted where Davorel Sofas agrees to it in writing or where acceptance is required under applicable law.

3. Order Cancellations

An order may only be cancelled within 24 hours after it has been placed.

Cancellation requests must be submitted in writing to:

info@davorelsofas.co.za

A cancellation request will only be effective once it has been confirmed in writing by Davorel Sofas.

An order cannot ordinarily be cancelled after:

The 24-hour cancellation period has expired;
Materials have been ordered or allocated;
Fabric has been cut;
Production has started; or
The product has been completed.

Any cancellation remains subject to the custom-made nature of the order, costs already incurred and applicable South African law.

4. Deposits

Deposits are generally non-refundable because they are used to:

Purchase or reserve materials;
Allocate production capacity;
Cover administration and design preparation;
Begin manufacturing; and
Cover other order-related costs.

Where a cancellation is accepted, Davorel Sofas may deduct any reasonable costs already incurred before determining whether any amount is refundable.

Nothing in this section limits a refund that Davorel Sofas is legally required to provide.

5. Return Eligibility

Where a return is approved, the product must generally:

Be in the same condition in which it was delivered or collected;
Be unused, except for reasonable inspection;
Not have been altered, repaired or modified;
Not contain stains, spills, odours, tears, scratches or other customer-caused damage;
Include all parts, cushions and accessories supplied with it;
Include any original protective packaging where this was supplied and remains reasonably available; and
Be accompanied by the receipt, invoice or other proof of purchase.

Davorel Sofas may refuse a return where inspection shows that the product has been damaged, misused, altered or handled improperly after delivery or collection.

These eligibility requirements do not remove any right relating to a qualifying defect that could not reasonably have been identified immediately.

6. Starting a Return

To request a return, contact Davorel Sofas at:

Email: info@davorelsofas.co.za
Telephone: 087 265 6952

Your request should include:

Your full name;
Your order number;
Proof of purchase;
The delivery or collection date;
A clear explanation of the reason for the return;
Clear photographs or videos of the product; and
Any other relevant supporting information.

Davorel Sofas will review the request and advise whether an inspection or further information is required.

Products must not be returned or transported to our showroom without prior written approval.

Unauthorised returns may be refused.

7. Return Address

Approved returns or inspections may be arranged at:

Davorel Sofas
Unit B1
5 Bellingham Street
Highveld
Centurion
Gauteng
0157
South Africa

The address above must not be used for an unarranged return.

Customers must first contact Davorel Sofas and receive written instructions regarding the inspection, collection or return of the furniture.

8. Large-Furniture Return Arrangements

Because sofas are large furniture items, Davorel Sofas does not ordinarily issue a standard parcel return label.

Where a return is approved, we will confirm:

Whether the product will be collected;
Whether the customer must return the product;
The agreed collection or return date;
The applicable transport arrangements;
Who is responsible for the transport costs; and
Any preparation required before collection.

The product must be accessible from the ground-floor entrance on the arranged collection date.

Davorel Sofas is not responsible for moving furniture from upper floors, staircases, balconies or other areas beyond the ground-floor entrance.

9. Visible Damage or Incorrect Products

Customers must inspect their furniture when it is delivered or collected.

Any visible damage, incorrect product or missing component should be:

Reported to the delivery or showroom team immediately;
Recorded on the delivery or collection documentation; and
Photographed or recorded before the delivery team leaves or the product leaves the showroom.

Davorel Sofas must be notified of a damaged or incorrect product within five calendar days after delivery or collection.

The customer must provide:

Proof of purchase;
The order number;
A clear description of the issue;
Clear photographs or videos; and
A copy or photograph of the delivery document, where available.

Davorel Sofas may inspect the product before approving a remedy.

Failure to report visible damage promptly may make it more difficult to establish whether the damage occurred before or after delivery. However, the five-day notification period does not exclude rights that cannot lawfully be excluded.

10. Manufacturing Defects

Customers should notify Davorel Sofas of an identifiable manufacturing defect within 14 calendar days after delivery or collection so that the matter can be investigated promptly.

A manufacturing-defect claim must include:

Proof of purchase;
The order number;
A description of the alleged defect;
Clear photographs or videos; and
Any additional information reasonably required for assessment.

The product may be inspected before the claim is approved.

The 14-day notification period is intended to facilitate prompt investigation. It does not replace the Davorel Sofas Warranty Policy or any statutory right relating to a defect that becomes apparent later.

11. What Is Not Considered a Manufacturing Defect

The following will not ordinarily be considered manufacturing defects:

Normal wear and tear;
Reasonable variations in colour, texture, dimensions or finish;
Fabric characteristics that fall within normal manufacturing tolerances;
Fabric fading caused by sunlight or environmental exposure;
Stains, spills or liquid damage;
Damage caused by pets;
Cuts, burns, scratches, tears or punctures;
Damage caused by misuse, accidents or excessive force;
Damage caused by jumping or standing on the furniture;
Damage caused by improper cleaning products or methods;
Damage caused by failure to follow care instructions;
Damage caused by unauthorised alterations or repairs;
Damage caused during customer-arranged transport;
Changes in cushioning associated with ordinary use; or
A change in the customer’s comfort preference.

12. Inspection and Assessment

Davorel Sofas may require an inspection before approving a return, repair, replacement or refund.

The assessment may consider:

The nature of the reported issue;
The condition of the product;
Whether the product corresponds with the confirmed order;
Whether the issue is a manufacturing defect;
Whether the damage occurred before or after delivery;
Whether the furniture has been used or altered;
Whether care instructions were followed; and
The available remedy under the warranty and applicable law.

Submitting a complaint or return request does not automatically qualify the customer for a refund.

13. Available Remedies

Where a return or claim is approved, the appropriate remedy may include:

Repairing the product;
Replacing a defective component;
Replacing the product;
Correcting an incorrect order;
Offering a partial refund; or
Providing a full refund where appropriate.

The remedy will depend on:

The nature and seriousness of the issue;
Whether the issue can reasonably be repaired;
Whether replacement materials are available;
The applicable warranty;
The customer’s legal rights; and
The circumstances of the claim.

Where applicable South African law gives the customer a specific choice of remedy, that right will not be limited by this policy.

14. Exchanges

Davorel Sofas does not ordinarily exchange custom-made furniture because every product is manufactured according to the original customer’s specifications.

An exchange may be considered where:

The incorrect product was supplied;
The product materially differs from the confirmed order;
A qualifying defect cannot reasonably be repaired;
Davorel Sofas agrees to the exchange in writing; or
An exchange is required under applicable law.

A customer cannot ordinarily exchange a custom-made sofa for another size, colour, fabric or design because of a change of mind.

Any approved exchange may require a new production period because replacement furniture must be custom-made.

15. Sale and Discounted Products

Sale or discounted products remain covered where they are defective, damaged, incorrect or do not correspond with the accepted order.

However, a sale or discounted custom-made product cannot ordinarily be returned solely because the customer changes their mind.

A disclosed defect, imperfection or characteristic that the customer accepted before purchasing the product cannot later be relied on as the reason for a return, except where applicable law provides otherwise.

16. Return and Collection Costs

Where a return is approved because Davorel Sofas supplied an incorrect product or the product is confirmed to have a qualifying manufacturing defect, Davorel Sofas will arrange or cover reasonable return or collection costs as required by the circumstances and applicable law.

The customer may be responsible for return or collection costs where:

No manufacturing defect is found;
The damage occurred after delivery or collection;
The return is accepted as a discretionary change-of-mind return;
Incorrect measurements were supplied by the customer;
The customer failed to disclose access restrictions;
The customer arranged unsuitable transportation; or
The product was damaged through misuse or improper care.

Any applicable transport charge will be communicated before collection or return arrangements are confirmed.

17. Original Delivery Fees

Original delivery fees are generally non-refundable.

A delivery fee may be refunded where:

The return is required because of an error by Davorel Sofas;
The product is confirmed to be defective and a refund of the delivery fee is required under applicable law; or
Davorel Sofas agrees otherwise in writing.

Additional delivery charges caused by customer unavailability, incorrect delivery information or unsuitable access are not refundable.

18. Refund Approval

Davorel Sofas will notify the customer once the returned product has been received or inspected.

The customer will then be informed whether the refund has been:

Approved;
Partially approved;
Declined; or
Referred for further assessment.

Where a deduction is lawfully applicable, Davorel Sofas will explain the reason for the deduction.

19. Refund Processing

Approved refunds may take up to 10 working days to process.

Refunds will generally be made to the original payment method used for the purchase.

The customer acknowledges that banks and payment providers may require additional time to reflect the refund after it has been processed by Davorel Sofas.

Where a refund cannot reasonably be processed to the original payment method, Davorel Sofas may request verified banking information from the customer.

Customers should contact us where an approved refund has not been received within 15 working days after written refund approval.