Refund policy
You’re in good hands.
If something isn’t right, tell us — we’ll make a plan.
Our goal is a simple, fair process with quick outcomes: repair, replacement, exchange, store credit, gift card, or refund.
Start here
Easy online returns request
Log into your account and request a return from your order.
We’ll confirm the next steps.
Damaged, incorrect or missing parts
Let us know as soon as possible (ideally within 48 hours of delivery) and we’ll sort it out.
Defects or quality issues
If a product is defective within 6 months of delivery, you may return it and choose a repair, replacement, or refund in line with the Consumer Protection Act (CPA).
Changed your mind (online orders)
You have 14 calendar days from delivery to request a return.
Collection costs may apply for bulky items.
What to expect
We try to keep the process fast and straightforward.
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Return requests are reviewed within 1–2 business days
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Once the item is received (or collected) and inspected, we process the outcome within 3–5 business days
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Banks and payment providers may take a few extra days to reflect card or EFT refunds
How returns work
1. Request
Log into your account and request the return from your order page.
Alternatively email websales@blockandchisel.co.za with:
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your order number
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photos of the item (if relevant)
2. We confirm
We’ll confirm eligibility and the return method — drop-off or collection.
3. We resolve
After inspection we action the outcome: repair, replacement, exchange, store credit, gift card, or refund.
Delivery issues
(Damaged, incorrect or missing items)
If your item arrives damaged, incorrect, or missing parts, please contact us as soon as possible (ideally within 48 hours).
If the issue is due to transit damage or our error, we’ll arrange the solution at our cost.
Faulty or defective products
If a product is defective within 6 months of delivery, you may return it and choose a:
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Repair
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Replacement
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Refund
in line with the Consumer Protection Act.
The following are not considered defects:
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normal wear and tear
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accidental damage
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misuse
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incorrect care or cleaning
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alterations after delivery
Change-of-mind returns
Online purchases (14 days)
To qualify, items must be:
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unused
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unassembled (where applicable)
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unmarked and in re-saleable condition
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returned with original packaging, accessories and documentation
Furniture and bulky items
For change-of-mind returns on large or bulky items, we can arrange collection.
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Collection costs are for the customer’s account
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If the return is due to a defect or our error, we cover the collection cost.
In-store purchases
We try to be fair and practical. As a guideline:
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Within 72 hours: exchange or store credit
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Item must be unused, in saleable condition, with proof of purchase
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Refunds for change-of-mind purchases are not guaranteed
Items not eligible for change-of-mind returns
The following items cannot be returned unless defective:
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Made-to-order, custom or special-order items
(custom sizes, finishes, fabrics or specifications) -
Items that have been installed, assembled, used, altered or damaged after delivery
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Sale or clearance items may be final sale
Refunds, store credit and exchanges
Once approved, we’ll process the outcome in the most appropriate way.
Refund
Where possible, refunds are returned to the original payment method.
Store credit
If you prefer, we can load the value as store credit on your customer profile for quick in-store use.
Gift card
We can issue a gift card for the approved amount.
Exchange, replacement or repair
Often the quickest solution is a replacement part, exchange, repair, or replacement item.
Natural materials & handcrafted pieces
Many of our products are made from natural materials or handcrafted finishes.
Variations in wood grain, tone, veining, patina or small markings are part of the character of these products and are not necessarily defects.
Return address
We’ll confirm the correct return method and address once your return request has been approved. Returns should be sent back to the store they were purchased from.
If it was an online purchase please send it to:
Block & Chisel Interiors (PTY) Ltd, 7 Ottery Road, Philippi, Cape Town, Western Cape, 7750, South Africa.
For any questions please contact websales@blockandchisel.co.za