Refund policy

At Muze, every piece of furniture is made to order — crafted to your chosen fabric, configuration, dimensions, and finish. Because each order is unique, our returns policy is designed to balance our craft process with your rights as a consumer under the Consumer Protection Act 68 of 2008 (CPA). If anything is unclear, please email us at hello@muze.co.za before placing your order and we will help.

Quick summary

Cancellations: within 48 hours of placing your order, and before production begins, your deposit is fully refundable. After that, the deposit becomes non-refundable.
Damaged or defective items: notify us within 7 days of delivery and we will repair, replace, remake, or refund at our cost.
Wrong or not-as-described item: we will remake or refund in full.
Change of mind: because items are made to your specifications, we cannot accept returns for change of mind, incorrect measurements you supplied, or aesthetic preference.
Refunds (when due): processed by EFT to your original payment account within 10 business days of approval. No restocking fees.
Where: we currently sell and accept returns for orders delivered within South Africa.

1. Inspection on delivery

1.1. Under section 19 of the CPA, you have the right to examine your goods on delivery. Please inspect your piece carefully before our delivery team leaves and note any visible damage or defect on the delivery note.

1.2. Email photos and a description to hello@muze.co.za the same day so we can begin a remedy promptly.

2. Damaged, defective, or non-conforming items

2.1. If your item arrives damaged, has a manufacturing fault, is not as described, or does not match the specifications you ordered, please email hello@muze.co.za with your order number, clear photographs, and a description of the issue. We aim to acknowledge claims within two business days.

2.2. We accept claims for visible damage and defects raised within 7 days of delivery. Claims for latent defects (faults that were not reasonably discoverable on inspection) may be raised within the period set by section 56 of the CPA.

2.3. If the claim is valid, we will, at our cost: repair the item, replace it, remake it, or refund the price paid. We will arrange and pay for collection of the item from your delivery address — you do not need to ship it yourself.

2.4. Refunds for valid claims are paid by EFT to your original payment account within 10 business days of the claim being approved.

3. Cancellations

3.1. Orders may be cancelled within 48 hours of placing the order, provided production has not yet begun and materials have not yet been ordered. We will refund your deposit in full within 10 business days.

3.2. After 48 hours, or once we have ordered materials for your piece or commenced production (whichever happens first), the deposit becomes non-refundable. This reflects the materials we procure and the production slot we reserve specifically for your order.

3.3. This cancellation policy does not affect your statutory rights for damaged or non-conforming goods.

4. Change-of-mind returns

4.1. Because Muze furniture is custom-made to your specifications, we cannot accept returns for change of mind once production has commenced. Section 20(2)(d) read with section 55(3) of the CPA permits a return of special-order goods only where they fail to meet the particular purpose you communicated to us.

4.2. We do not accept returns for:

change of mind, taste, or aesthetic preference once production has commenced;
incorrect dimensions or specifications supplied by the customer at the time of order;
natural variations in fabric, leather, wood, or finish, which are characteristic of handcrafted furniture made from natural materials;
variations in colour caused by screen settings, lighting, or fabric batches;
wear, tear, or damage caused by misuse or failure to follow our care instructions.

4.3. If you are unsure about a fabric, finish, or dimension before ordering, please request swatches and confirmation drawings — we are happy to provide both.

5. How refunds are processed

5.1. Where a refund is due under this policy or the CPA, we process it by EFT to the original payment account within 10 business days of approval. Refunds are made in South African Rand.

5.2. We do not deduct restocking fees from refunds owed under this policy or the CPA.

6. Lifetime Frame Guarantee and warranty

6.1. All Muze furniture is covered by our Lifetime Frame Guarantee against frame defects, and a 1-year warranty on upholstery and finishes covering workmanship and material defects under normal domestic use.

6.2. To start a warranty claim, email hello@muze.co.za with your order number and details.

6.3. The warranty is in addition to, and does not limit, your rights under the CPA.

7. How to start a return or claim

Email hello@muze.co.za with your order number, photographs, and a description of the issue.
We will reply within two business days with next steps.
If a return is approved, we will arrange and pay for collection of the item from your delivery address.
Once we have inspected the returned item and approved the remedy, we will repair, replace, remake, or refund as agreed.

8. Unclaimed orders

If a completed order remains unclaimed for more than 30 days after the final balance is due, we may charge reasonable storage fees and, after written notice, treat the order as abandoned. This clause is separate from your return rights and does not affect them.

9. Compliance with South African law

9.1. This policy is intended to give effect to the Consumer Protection Act 68 of 2008 and does not limit any right you have under that Act. Where this policy and the Act differ, the Act applies.

9.2. Useful references: section 19 (consumer’s rights on delivery), section 20 (right to return goods), section 55 (right to safe, good-quality goods), and section 56 (implied warranty of quality and remedies).

9.3. For more information on your rights, please visit the National Consumer Commission website.