Supply Purchase Terms
PRODUCT INFORMATION
The colour, texture and composition of fabric may vary from that of the swatch or the products displayed on our website due to dye lot variations and upholstery processes.
The following may occur in leather products:
- Dye lots may vary
- Colour variations may occur due to multiple hides required to make up the product
- Marks, tick bite scars, scratches, stretch marks and scuff marks are characteristic of full grain leather and are therefore not defects. Prominent brand marks may also be visible and are not considered defects. Solid timber products may have natural markings, cracks and colour variations due to the nature of the product; these are the characteristics of a natural product and not defects or signs of damage.
All metal items are to be wiped regularly with a damp cloth to prevent surface rust, especially in coastal areas.
PRICE AND METHOD OF PAYMENT
The prices displayed on the Douglas & Douglas website are quoted in South African Rands, which is valid and effective only in relation to supply in South Africa.
Full payment of the price and delivery charges (where applicable) is required before products will be manufactured, delivered to or collected by the customer.
For EFT payments, product will only be manufactured, released for delivery or collection once the payments reflect on the Douglas & Douglas bank statements. Bank statements take 2-4 business days to reflect EFT payments. Until such time as payment has been made in full, the product remains the property of Douglas & Douglas.
The invoice must be retained as proof of purchase and payment. Credits should be redeemed within 6 (six) months of the credit being awarded. The credit note must be retained as proof of credit.
Prices on the website are subject to change without notification.
DELIVERIES
The customer will be charged for the cost of delivery which will be reflected on the appropriate invoice in accordance with the prevailing Douglas & Douglas policy. A Douglas & Douglas representative will contact the customer to arrange delivery on any week day between 09h00 and 16h00. No deliveries will be made during weekends or on public holidays. Reasonable endeavours will be made to deliver the product on the arranged time and date.
Circumstances that are unforeseen or beyond Douglas & Douglas control may result in changes to the agreed delivery date and time of which the customer will be telephonically informed and alternative arrangements will be made.
The customer is required to inspect products on delivery.
The customer or the person taking delivery on behalf of the customer will be required to sign a proof of delivery (POD). Unless indicated to the contrary on the POD, it is deemed that the product has been delivered and received in good condition and, where appropriate, in accordance with the customer’s specifications.
The customer must ensure that the place of delivery is accessible; that the product delivered can fit into lifts, staircases or through doors and that all the relevant areas have been cleared prior to delivery. This includes the removal of breakable objects. No products will be hoisted over balconies or through windows. Should hoisting be required, the customer will arrange this at his own cost. The customer accepts the risk of all damages that may result due to non-compliance by customer. The customer will be charged for additional delivery costs due to failed deliveries, access problems and/or failure to adhere to the appointment time for the delivery/collection.
COLLECTIONS
The customer or person collecting the product must produce the original invoice in order for Douglas & Douglas to release the product. The person producing the original invoice shall be deemed to be the duly authorised agent of the customer. Unless indicated to the contrary on the collection note it is deemed that the product has been collected and received in good condition and, where appropriate in accordance with the customer’s specifications.
Douglas & Douglas will not in any way be liable for damage that may occur after the products have been handed to the customer or person collecting on behalf of the customer or during the loading and conveyance thereof. It’s the customer’s responsibility to ensure that a suitable collection vehicle is utilised in order to accommodate the size of the product in an upright position and that it is loaded and secure to prevent damage.
The customer is also responsible for supplying the necessary consumables e.g. rope and blankets to stabilise the product during transportation.
STORAGE FACILITIES
Douglas & Douglas does not offer storage facilities. In event of a purchase not being collected or delivered within 10 days after the customer has been notified that it is available for collection or delivery a storage fee of R100 per day will be charged for the customer’s account. This storage fee must be settled in full prior to the delivery and release of the product.
CARE INSTRUCTIONS AND MAINTENANCE
Care instructions and maintenance advice regarding the use and application of products are provided for all products.
Such instructions are available on the website and from Douglas & Douglas – admin@douglasanddouglas.co.za
SPECIAL ORDERS
The customer will be provided with a quotation for all made to order products, CMT (cut, make and trim) products and back orders (collectively “special orders”). It is the customer’s responsibility to verify the correctness of all information on the quotation before Douglas & Douglas begins manufacturer.
The customer’s signature on the quotation will confirm verification. No special orders will be subject to return, exchange or refund. Full payment is due prior to manufacture, which is subject to forfeiture if the order is cancelled at any time.
The balance is payable in accordance with the paragraph PRICE AND METHOD OF PAYMENT above. Lead time for special orders depends on the product, its availability and performance by Douglas & Douglas. The anticipated lead time will be stated on the invoice. Douglas & Douglas will inform the customer of any delays. It is acknowledged that products that are subject to special orders may differ from samples due to hand making processes and also the considerations set out in paragraph 1 above and it will be so accepted by the customer.
WARRANTY
Douglas & Douglas will only be liable to honour a warranty if:
- The defect existed at the time of delivery and manifested during the warranty period;
- The defect did not arise due to normal wear and tear or misuse/abuse by the customer;
- The product concerned is used for the purpose intended and in a domestic environment (Unless the latter requirement is waived by Douglas & Douglas in writing); i.e. commercial use is not warranted;
- The customer duly complied with the care instructions and maintenance;
- The customer provides the original invoice;
Douglas & Douglas warranty provides for the free repair or replacement of any faulty component. The customer must at his own cost, deliver and collect the product concerned to and from the Douglas & Douglas workshop.
All Furniture products have a warranty of 2 years.
Hardware & Homeware products have a warranty of 1 year.
It is entirely at Douglas & Douglas discretion to offer the necessary remedy, being either repair, replace or online store credit, should your product breach the warranty. In addition, Douglas & Douglas will charge necessary collection and delivery costs in certain circumstances
Woven Furniture:
Fibre-cane has the appearance of wicker furniture, but unlike the latter is able to withstand exposure to the elements - sun and rain. Fibre-cane is 100% recyclable and the fibre-cane Douglas & Douglas use is produced in South-Africa. It is weatherproof and we offer a 2 year-warranty against fading, cracking and peeling.
Metal Framed Outdoor Furniture:
Stainless steel frames are recommended for coastal areas. There is no warranty offered for rusting of mild steel frames.
Upholstered Furniture:
Upholstered furniture is warranted for a period of 2 year from date of delivery/collection in respect of the frame and craftsmanship. The warranty does not extend to the fabric or leather used to upholster the product as this is subject to wear and tear associated with use. Furthermore, usage and treatment in the customer’s environment is beyond Douglas & Douglas control.
- Warranties do not apply to:
1.1. Defects or damage arising from negligence, abuse or misuse, including (but not limited to) improper maintenance – referred to as ‘dressing’, exposure to water, direct sunlight, coastal air, chemicals, accidents, any use for which the product was not designed nor does it cover ordinary wear and tear; failure to comply with Douglas & Douglas care instructions or specifications
1.2 Extreme use is considered damaged caused by more than normal wear and tear this includes:
- Solvent spills
- Ink
- Paint
- Body fluids (human or animal)
- Improper cleaning techniques
- Placing furniture outdoors in direct sunlight or close proximity to an open heat source (heaters, fire places, barbeque stands)
- Sitting on arms and backs of the sofas
LIMITATION OF LIABILITY
Douglas & Douglas will only be liable for damages that may be suffered by the customer as a result of gross negligence or a willful or intentional act or omission on the part of Douglas & Douglas
EXCHANGES AND RETURNS
Douglas & Douglas will exchange any damaged or flawed products returned in an unused condition within 10 days of purchase or delivery together with the proof of purchase. Product exchanges requiring delivery will be transported to the original delivery address within South Africa.
It is acknowledged that exchanges are subject to product availability at the time of the request for exchange. Douglas & Douglas will check the condition of products presented for exchange or returned as in accordance with Delivery and Collection paragraphs(whichever is applicable) products are deemed to have been supplied in good condition as checked by the customer at the time of purchase, delivery or collection.
Douglas & Douglas is unable to exchange goods where product characteristics and/or imperfections were pointed out prior to purchase. Handling fees may be applicable on exchanges/returns. For public health reasons Douglas & Douglas cannot accept the return of some items.
No special orders will be subject to exchange/return/refund. Physically altered or partially disassembled product may not be returned. Should the customer change their mind about a purchase but the product is unflawed or undamaged Douglas & Douglas is not obliged to accept the return.
RETURNS
Douglas & Douglas will exchange any damaged or flawed products returned in an unused condition within 10 days of purchase or delivery together with the proof of purchase. Product exchanges requiring delivery will be transported to the original delivery address within South Africa.
It is acknowledged that exchanges are subject to product availability at the time of the request for exchange. Douglas & Douglas will check the condition of products presented for exchange or returned as in accordance with Delivery and Collection paragraphs(whichever is applicable) products are deemed to have been supplied in good condition as checked by the customer at the time of purchase, delivery or collection.
Douglas & Douglas is unable to exchange goods where product characteristics and/or imperfections were pointed out prior to purchase. Handling fees may be applicable on exchanges/returns. For public health reasons Douglas & Douglas cannot accept the return of some items.
No special orders will be subject to exchange/return/refund. Physically altered or partially disassembled product may not be returned. Should the customer change their mind about a purchase but the product is unflawed or undamaged Douglas & Douglas is not obliged to accept the return.
We regret no exchanges, returns or refunds without the original invoice.
A) PRODUCTS PURCHASED & COLLECTED
Products should be returned to Douglas & Douglas at the customers expense within 10 days of purchase/collection. Douglas & Douglas to check condition of products being returned as explained in the RETURNS & REFUNDS paragraph.
B) PRODUCTS DELIVERED
The customer should check products being delivered immediately and note any defects on the POD (proof of delivery) document while the Delivery Team is on site. Such items should be returned to Douglas & Douglas on the truck.
Any defects noted after delivery should be photographed and reported to Douglas & Douglas - admin@douglasanddouglas.co.za
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Additional non-returnable items:
Gift cards
To complete your return, we require a receipt or proof of purchase.
There are certain situations where only partial refunds are granted
Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Any item that is returned more than 10 days after delivery.
REFUNDS
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@douglasanddouglas.co.za
Sale items
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at admin@douglasanddouglas.co.za and send your item to: 34 Westmead Rd, Westmead, KwaZulu-Natal, 3610
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
Shipping
To return your product, you should mail your product to: 34 Westmead Rd, Westmead, 3610, KwaZulu-Natal, South Africa
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over R1000.00, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
HOMEWARE
If for any reason the customer wishes to return their purchase, the customer may do so within 10 days of purchase. Goods must be returned in their original condition and packaging along with the invoice.
If goods are defective the customer can return them within 10 days of date of purchase provided the goods have been used for their intended purpose and that applicable care instructions have been followed.
In certain instances, Douglas & Douglas may require an assessment of the goods. Douglas & Douglas will either repair or replace the defective goods. If in Douglas & Douglas assessment it is found that the care instructions have not been adhered to, Douglas & Douglas will not accept the return of these goods. Certain items may be bound by an independent manufacturer’s warranty. In this case, please refer to the merchandise-specific terms and conditions