Refund policy

We are sure you will be delighted with the quality of the items you order and we endeavour to describe all items as accurately as possible through our product photos and descriptions. We carefully check each item that we dispatch and do our best to pack your order securely. But we do understand that sometimes an item just isn't right for you.

 

Changed your mind?

If you are not 100% satisfied with your purchase, you are welcome to return it. We have a 14 day returns policy from receipt of delivery. Simply return your item to us in an unused, re-saleable condition, in the original packaging and with all tags attached (where applicable). Delivery costs will not be refunded and return postage is at the buyer's expense. Products must be packaged safely for shipment and return.

The Newhaus Decor team will inspect the product on its return to ensure it meets the above standards. We do not accept any returns on Sale Items.

Please email us at returns@newhausdecor.co.za and include your order number and contact details for easy reference. One of our consultants will contact you to assist with claiming your refund or arranging an exchange.

We are unable to refund items that have been used or damaged after delivery to you, if any attempt has been made to alter the item, or if it has been dropped or broken. All returns will be subject to the terms and conditions of the sale.

 

Damaged/defected product?

In the unlikely event that you receive an item that is faulty, damaged or not as described, we will offer a full refund or replacement item. Please follow the below process within 3 days (72 hours) of receipt of delivery:

Email at least 2-3 clear, well-lit pictures to returns@newhausdecor.co.za clearly displaying the issue with your purchase, along with your initial order number. Be sure to include as much information as possible so that we can provide you with the best assistance. Please note that we cannot accept any social media communication in facilitating a refund/return.

A member from Newhaus Decor team will be in touch to let you know if your submission has been accepted for a return/refund. We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, we’ll send a replacement item or you can opt to be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

 

*Please note that if we do not hear from you within 3 days of receipt of your items about any faults in the item or about damage in transit then we may not be able to confirm that the fault or damage occurred before you received it. Therefore we may not be able to refund or replace the item.