Refund and Returns Policy

Overview

Thank you for choosing Pioneer Designs Pty Ltd as your preferred upholstered furniture manufacturer. We value your satisfaction and strive to provide you with the highest quality products and services. We understand that sometimes returns are necessary, and we are here to assist you in the process.

General Returns Guidelines:

  1. Eligibility:

    • Our returns policy applies to all purchases made directly from Pioneer Designs Pty Ltd online store.
    • Custom made products are eligible for returns under specific conditions (see Custom Made Products section below).
    • Standardized products are eligible for returns following the guidelines mentioned below.

  2. Return Timeframe:

    • You may request a return within 30 days from the date of delivery for standardized products.
    • Custom made products are subject to different return timeframes (see Custom Made Products section below).

  3. Return Condition:

    • The product must be in its original condition, unused, and free from any signs of damage, wear, or alteration.
    • The original packaging, tags, and accessories must be included.
    • It is essential to retain the proof of purchase or order number for reference.

  4. Return Process:

    • To initiate a return, please contact our customer service team via email at info@pioneerdesigns.co.za or call us at +27 11 966 8109. They will guide you through the process.
    • Depending on the nature of the return, we may require you to provide photographs or detailed descriptions of the issue.

  5. Return Shipping:

    • For eligible returns of standardized products, the customer is responsible for arranging and covering the return shipping costs.
    • We recommend using a reputable shipping service with insurance and tracking capabilities.
    • Please return the item to the following address: Pioneer Designs Pty Ltd Essco Industrial Park, Corner of Commando And Price Street Industria West, Johannesburg, Gauteng, South Africa

  6. Refund Process:

    • Once we receive the returned item and verify its condition, we will initiate the refund process.
    • Refunds will be issued to the original payment method used for the purchase.
    • Please allow up to 20 business days for the refund to reflect in your account, depending on your payment provider.

Custom Made Products:

  1. Customization Options:

    • We offer a range of customization options to meet your unique preferences.
    • Custom made products are made to your specifications and are therefore not eligible for returns unless they meet certain criteria.

  2. Custom Made Returns:

    • If a custom made product arrives damaged or defective, please notify us within 48 hours of delivery.
    • We will work closely with you to resolve the issue, either through repair, replacement, or refund.
    • Returns for custom made products based on personal preference (e.g., color, fabric) are not eligible unless there is a manufacturing defect.

  3. Warranty:

    • Our custom made products come with a 2 year warranty against workmanship defects and a 5 year warranty on all structural elements.
    • Please refer to our warranty policy for more information on coverage and claim procedures.

Additional Information:

  1. Natural Flaws in Leather and Wood:

    • Please note that leather and wood are natural materials, and they may have inherent variations, textures, and slight imperfections.
    • These natural flaws, such as variations in grain, color, scars, and markings, are considered part of the unique beauty and character of the material.
    • We carefully inspect and select materials to ensure they meet our quality standards.
    • Returns or refunds will not be accepted for natural flaws that do not affect the structural integrity or functionality of the product.

  2. Exchange Policy:

    • Currently, we do not offer direct exchanges. If you wish to exchange a product, please initiate a return

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