Client Assurance & Statutory Terms
Refund & Cancellation Policy
Transparent terms governing online catalogue purchases, bespoke solid wood furniture commissions, order cancellations, and refunds in accordance with South African law.
Last Updated: October 2026 • Effective for all online and workshop orders via madedot.co.za
Custom Made-to-Order
No refunds or returns on custom items once workshop manufacturing has commenced or completed.
48-Hour Cancellation Window
Orders may only be cancelled for a refund within 48 hours of payment, prior to timber procurement.
10-Year Structural Guarantee
Full workshop repair or restoration guarantee on structural joinery and craftsmanship.
5–7 Day Pre-Build Refunds
Eligible pre-production cancellations are refunded via PayFast or EFT within 5 to 7 business days.
1. Overview & Custom Made-to-Order Nature
Made. Custom Wooden Furniture ("Made.", "we", "us", or "our") does not mass-produce or hold pre-manufactured warehouse stock. Every furniture piece ordered through madedot.co.za — whether selected from our online signature catalogue or commissioned to custom architectural dimensions — is custom-built to order specifically for you in our Pretoria East workshop using hand-selected, kiln-dried solid hardwoods.
This policy is governed by the laws of the Republic of South Africa, including the Consumer Protection Act, No. 68 of 2008 (CPA) and the Electronic Communications and Transactions Act, No. 25 of 2002 (ECTA).
2. Refund Policy — No Refunds on Custom Items Made
We do not accept returns or issue refunds on custom or made-to-order furniture items once manufacturing has commenced or once the piece has been made.
In accordance with Section 42(2)(c) of the Electronic Communications and Transactions Act (ECTA) and Section 20(3)(b) of the Consumer Protection Act (CPA), statutory cooling-off return rights do not apply to goods that are made to a consumer's specifications, custom-manufactured to order, or clearly personalized.
- All Sales Final Upon Production: Because raw hardwood slabs (Solid French White Oak, American Walnut, African Iroko, European Beech, or African Kiaat) are specifically procured, cut, planed, joined, and finished to your selected timber species, dimensions, and configuration, no refunds, returns, or exchanges for change of mind are accepted once production has begun or after the custom piece has been completed and delivered.
- Client Responsibility for Measurements & Access: Please verify all room dimensions, doorway clearances, stairwells, and timber selections prior to placing your order. We cannot issue refunds if a completed custom piece does not fit through a doorway, stairwell, or intended room layout.
- Natural Solid Hardwood Characteristics: All Made. pieces are crafted from 100% natural, solid hardwood timbers. Organic variations in wood grain, medullary ray fleck, natural sound knots, resin-stabilized checks, and subtle colour differences between planks are authentic hallmarks of genuine solid timber and do not constitute defects or grounds for a refund.
3. Order Cancellation Policy
Because every piece is custom-made to order, your ability to cancel an order depends strictly on whether timber procurement and workshop manufacturing have started:
3.1 Pre-Production Cancellation Within 48 Hours — Eligible for Refund
You may request to cancel an online order within 48 hours of payment confirmation, strictly provided that raw timber procurement and workshop cutting/milling have not yet commenced. Eligible cancellations received within this 48-hour pre-production window will receive a full refund (less any non-reversible third-party payment gateway transaction fees, if applicable).
3.2 No Cancellations Once Timber Is Procured or Manufacturing Has Started
Once raw hardwood timber has been procured/allocated for your build, or after 48 hours from payment confirmation when workshop milling and fabrication begin, orders cannot be cancelled and are non-refundable. At this stage, materials and artisan workshop scheduling are irrevocably committed to your custom piece.
3.3 How to Submit a Pre-Production Cancellation Request
To request a cancellation within the 48-hour pre-production window, send an urgent written notice quoting your Order Number (e.g., MADE-...) and full name to [email protected] and WhatsApp +27 82 425 6855.
4. Craftsmanship Guarantee, Transit Damage & Workshop Repairs
4.1 Delivery Inspection & Transit Damage Remedy
Every piece is delivered and installed either personally by our workshop team in Gauteng or via specialist white-glove furniture couriers nationwide. Upon delivery, please inspect your piece carefully before signing the delivery acceptance note:
- If your furniture sustains visible transit damage during delivery arranged by Made., you must note this on the delivery receipt at the time of delivery and notify us within 24 hours at [email protected] with clear photographs.
- Where transit damage or a manufacturing fault is verified, Made. will arrange collection and complete a professional workshop repair, restoration, or component replacement at zero cost to you.
4.2 10-Year Structural Craftsmanship Guarantee
Every Made. furniture piece is backed by our 10-Year Structural Guarantee covering traditional joinery, structural frame integrity, and internal steel brackets under normal indoor or covered-patio residential use. If any structural joinery fault arises due to workshop craftsmanship, we will repair or restore the piece at our workshop. This guarantee does not cover misuse, neglect, exposure of indoor-rated timber to direct rain or standing water, harsh chemical cleaners, or normal surface wear and tear.
5. Processing of Eligible Pre-Production Refunds
Where an order is cancelled within the 48-hour pre-production window before timber procurement or manufacturing has started:
- Refund Method: Approved pre-production refunds are paid back exclusively via the original payment method used at checkout (PayFast card reversal, PayFast Instant EFT reversal, or direct Electronic Funds Transfer into your verified South African bank account).
- Processing & Settlement Timeframe: Refunds are initiated within 2 business days of written cancellation approval and typically reflect in your account within 5 to 7 business days depending on South African interbank clearing times.
6. Merchant Contact & Support Details
For all order cancellations, refund enquiries, delivery updates, or warranty support, please contact us directly:
Merchant Details
Made. Custom Wooden Furniture
Workshop: Pretoria East, Gauteng, 0081, South Africa
Email: [email protected]
Telephone / WhatsApp: +27 82 425 6855
Workshop Hours: Mon–Fri 09:00–17:00 | Sat 10:00–14:00 (By Appointment)