Nova Luna Collective

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Returns Policy

Refund and Returns Policy

Returning products that are not damaged or defective

If you wish to return products for any reason other than the product being damaged/defective, you may do so within 7 calendar days. Provided;

  • The product has not been used
  • Is in its original condition 
  • Is complete
  • Is sealed in the original packaging

Additional handling fees may apply for the return of goods that are delivered for any reason other than them being damaged/defective. 

In terms of section 44(2) of the Electronic Communications and Transactions Act 25 of 2002, for non-defective items, you (the customer) are liable for the delivery and collection costs of these products

Damages and issues

Please inspect your order upon reception and contact us as soon as you notice any form of damage or deficiency, or if you were sent the incorrect item. We will evaluate the claim and attempt to rectify the matter. 

Product is damaged on delivery 

If a product arrives in a damaged state, you have the right to not accept delivery. Please indicate on the delivery note what the damage is and the delivery service will keep the product to be returned. 

Please contact info@novaluna.co.za immediately to report the damage.

Damage after delivery

If damage is only noted after delivery, it must be reported within 48 hours to Nova Luna Interiors. In the case of damage only being noticed after delivery, return/replacement of the product is at the discretion of Nova Luna Interiors. We reserve the right to request images of the damaged goods before we collect.

Refunds and returns

Once we receive and inspect your return, you will be notified of whether or not the refund has been approved. If approved, you will be refunded on your original payment method. Please note that there will be a lead time for your bank to process the return.  

Upholstered goods guarantee 

This guarantee starts from the date of delivery. This guarantee lasts for 1 (one) year on any metal or solid wood structural failures from residential, non-commercial usage. This guarantee lasts for 1 (one) year on any soft parts and workmanship related failures. Examples of failures covered in the 1 (one) year guarantee are threading, piping, buttons, rubber components, and parts with glue as adhesive, that come loose from residential, non-commercial usage. The guarantee does not apply to the fabric or leather used on upholstery items as it is subject to wear and tear which is associated with the usage and treatment in the customer’s environment and this is beyond the manufacturer’s control. Natural variations occurring in wood or other materials are not considered defects, neither does the manufacturer guarantee the colourfastness of any material. Claims or returns of products shall not be processed where products are in an unhygienic state or are deemed to have been mistreated by the customer. Natural products including but not limited to products such as leathers, feathers, wood and animal hides may have natural defects and be subject to natural changes (e.g., full-grain leathers will have inconsistent grains, cowhides may have hair loss etc.,). This guarantee explicitly excludes any natural changes or natural decline to such products. Products that are not explicitly listed to be suited for outdoor use will not be covered by this guarantee should it be found they have been used outdoors.

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