Refund policy

Return and Refund Policy

We want you to be happy with your purchase. If you are not completely satisfied, you can return the product to us, and we will either repair/replace it or credit your account, subject to the below terms. This Policy applies to products bought from Room Plus and Third Party Sellers.

Please note that Room Plus may, from time to time and at its discretion, restrict the use of the credit in your account in respect of certain products.

This Policy forms part of the Room Plus Terms and Conditions, and thus words defined in the Terms and Conditions have the same meaning in this Policy unless the context indicates otherwise. Nothing in this Policy is intended to limit your statutory rights in any way.

Preparing your products for a return

To ensure your request is processed as quickly as possible, you are responsible for the following when returning your products;

package your products safely and securely for protection during transit;
clearly mark your return reference number on the outside of the parcel; and
include all accessories and parts that were sold with the product.
The returning product must be packed, in its original packaging, in another box with as much padding and protective packaging as possible so that it can travel safely back to us. If the returning product has not been packaged properly and is damaged, then we cannot give you a refund. It is your responsibility to package the item correctly.

Failure to adhere to any of these requirements could delay the processing of your request or result in its decline altogether.

To begin the process of your return or exchange, please get in touch with us starting on our Returns and Exchanges page, https://roomplus.co.za/pages/returnandexchange, email us at info@roomplus.co.za or send us a WhatsApp Message on +27 71 277 6476. We will be in touch and organise the return for you via email or WhatsApp.

1: Unwanted products

You can return an unwanted product to us at no charge, provided:

it is undamaged and unused, with the original labels and stickers still attached;
it is in the original packaging, which must be undamaged and in its original condition with all seals still intact (if applicable);
it is not missing any accessories or parts;
you log a return on the Website within 30 days of delivery to you or collection by you of the unwanted product. After 30 days, you can only return a product if it is defective.

Changed your mind about the purchase?

Where you have changed your mind and would like a credit for a product, you can return it – provided the product is not:

a digital product such as an electronic voucher, gaming code or another digital download;
an audio or video recording or computer software that has been unsealed;
a newspaper, periodical or magazine;
a foodstuff, beverage or other product intended for everyday consumption;
a nursing or maternity product, an infant bottle, infant feeding product or bottle accessory that has been unsealed, including (but not limited to) breast pumps, bottles, teats, soothers/pacifiers, formula, maternity underwear, nappies and wipes;
a beauty product or fragrance which has been used;
an intimate product, lingerie, swimwear, bodysuit, underwear or jewellery for piercings, which for hygienic and public health reasons may not be returned; or
a product that has been personalised for you or made to your specifications;
a small appliance product that has been opened and/ or used which does not have a factory fault; or
a flatpack furniture product that has been assembled after delivery.

We will collect the product from you at no charge. Once we have inspected the product and validated your return, we will credit your account with the product's purchase price within 10 working days of the return (or refund you if that is your preference).

Want to exchange?

Fashion and sportswear products can be exchanged for a different size or colour variation, provided that such variation is available.

We are entitled to inspect the product to validate your return. According to this policy, please ensure that your product is in a returnable condition.

The product purchased should be ensured that:

it is undamaged and unused, with the original labels and stickers still attached;
it is in the original packaging, which must be undamaged and in its original condition with all seals still intact (if applicable);
it is not missing any accessories or parts;
you log a return on the Website within 30 days of delivery to you or collection by you of the unwanted product. After 30 days, you can only return a product if it is defective.

Not what you ordered?

If we accidentally deliver the wrong product to you, or if the product is not as described on the Website, please notify us, and we will collect the product from you at no charge. If the product is missing any accessories or parts, you will need to follow the process set out in the damaged product or missing parts section. Once we have inspected the product and validated your return, we will, at your choice, deliver the correct product to you as soon as possible (if the correct product is available); or credit your account with the purchase price of the product within 10 days of the return (or refund you if that is your preference).

2: Damaged Product or Missing Parts

Should a product be damaged or missing any parts or accessories at the time of delivery/collection, please notify us within 7 days of such delivery/collection by logging a return on the Website.

We will arrange to collect the product from you at no charge. Once we have inspected the product and validated your return, we will, at your choice, repair / replace the product as soon as possible (if such repair is possible/ we have the same product in stock to use as a replacement) or credit your account with the purchase price of the product (or refund you if that is your preference).

3: Defective products

We do our best to ensure that the products we deliver to you are of high quality, in good working order and without defects.

What is a defect? A defect is a material imperfection in the manufacture of a product or any characteristic of a product that makes the product less acceptable than one would reasonably be entitled to expect in the circumstances.

The following will NOT be regarded as defects and will not entitle you to a return under this section:

faults resulting from normal wear and tear;
damage arising from negligence, user abuse or incorrect usage of the product;
damage arising from electrical surges or sea air corrosion;
damage arising from a failure to care for the product adequately;
damage arising from unauthorised alterations to the product;
where the specifications of a product, although accurately described on the Website and generally fit for its intended purpose, do not suit you; and

Standard Warranty

If you have received a product that turns out to be defective or otherwise of poor quality (save for manufacturer warranty products which are discussed below), please notify us as soon as reasonably possible after you become aware of the defect or poor quality, but in any event within 6 months after delivery/collection of the product (except in the case of an extended supplier warranty, which is set out below).

You can do so by logging a return on the Website, and we will arrange to collect the product from you at no charge. Once we have inspected the product and validated your return, we will, at your choice, repair / replace the product (if such repair is possible / we have the same product in stock to use as a replacement) or credit your account with the purchase price of the product (or refund you if that is your preference). If the repair/replacement takes longer than 21 days, we will contact you to see if you would rather receive a credit/refund.

Where there is no extended supplier warranty period, unfortunately, we cannot facilitate returns that fall outside of the warranty period.

Extended Supplier Warranty (stipulated on the product page)

A product may have a supplier warranty that extends beyond the 6-month Standard Warranty. If such a product turns out to be defective more than 6 months after delivery/collection (save for manufacturer warranty products which are discussed below), please notify us as soon as reasonably possible after you become aware of the defect, but in any event within the extended supplier warranty period after delivery/collection of the product.

You can do so by logging a return on the Website, and we will facilitate your return of the product to the supplier at no charge. Unfortunately, we cannot facilitate returns that fall outside of the extended supplier warranty period.

Please note that any extended supplier warranty is subject to whatever terms and conditions the supplier or manufacturer may impose. These are usually stated in a brochure or leaflet inside or on the product packaging. It is your responsibility to make yourself aware of any such terms and conditions.

It is also important to note that the remedy offered to you is at the supplier or manufacturer’s discretion what remedy it can provide you with. Room Plus is under no obligation to provide you with a credit repair/replacement, as your remedy lies with the supplier or manufacturer. However, since we want your experience to be as good as possible, if the supplier or manufacturer has offered you a repair/replacement within the applicable extended supplier warranty and it takes longer than 21 days, we will get in touch with you to see if you would rather receive a credit/refund directly from us.

Manufacturer Warranty (stipulated on the product page)

A manufacturer warranty product is a product for which the relevant supplier or manufacturer chooses to manage defective returns themselves, directly with the customer, not through Room Plus.

If a manufacturer warranty product turns out to be defective or otherwise of poor quality, please get in touch with the relevant supplier or manufacturer directly via the contact details, which can be provided from Room Plus directly.

4: Gift Vouchers & Coupons

There are two types of Coupons: A Coupon with a fixed amount of a discount, e.g., R100 off (“Fixed Coupon”), and a Coupon with a percentage discount, e.g., 10% off (“Percentage Coupon”).

Where you have used a Fixed Coupon to pay for an order, and you or Room Plus later cancels your order (or part thereof) before delivery of the relevant product(s), or you log a return of one or more products for credit in accordance with the Returns Policy, the value of the Fixed Coupon will be deducted off the purchase price of the cancelled or returned product(s) (as applicable), and we will credit your account for the balance, if any (or refund you if that is your preference). We will also provide you with a replacement Fixed Coupon of the same value as the original Fixed Coupon used. Room Plus may, in its sole discretion, impose restrictions on the use of the replacement Fixed Coupon. For any subsequent cancellations or returns arising out of the same order, we will credit your account as normal with the value of the returned product (or refund you if that is your preference).

Where you have used a Percentage Coupon to pay for an order, and you or Room Plus later cancels your order (or part thereof) before delivery of the relevant product(s), or you log a return of one or more products for credit in accordance with the Returns Policy, the value of the discount received using the Percentage Coupon will be deducted off the purchase price of the cancelled or returned product(s) (as applicable), and we will credit your account for the balance, if any (or refund you if that is your preference). We will also provide you with a replacement Fixed Coupon of the same value as the discount received using the original Percentage Coupon. In its sole discretion, Room Plus may impose restrictions on the use of the replacement Fixed Coupon. For any subsequent cancellations or returns arising out of the same order, we will credit your account as normal with the value of the returned product (or refund you if that is your preference).

Wherever you have used a Gift Voucher to purchase a product that you later return for a refund, according to the Policy, we cannot refund you in cash for that portion of the purchase price you paid using the Gift Voucher, but we will credit your account.

5: Bundles

There are two types of bundles: a bundle consisting of products that you (as provided on our website) or we have combined in a single bundle (“Bundle Deal“), or a bundle compiled by our supplier and supplied to us as a single unit (“Pre-packed Bundle“). All returns relating to bundles are subject to the terms of this Policy as read with the following provisions:

Bundle Deal– You may return a Bundle Deal as a whole or any of its component products individually to us. Suppose you qualify for a credit for any component product. In that case, we will credit your account with the actual purchase price (after applying any applicable savings or discount) you paid for such a product as displayed in your order history. This relates to the Box Deal promotions.
Pre-packed Bundle– Unless otherwise indicated by us, your return of a Pre-packed Bundle will only be accepted if you return all of its component products to us. Failure to do so may result in us declining the return of a Pre-packed Bundle.

6: Charges and refunds

If you return a defective product to us, but you fail to return all of the accessories and parts that were sold with that product, we are entitled to (subject to applicable law) refuse the return or only to replace the item that you did return; or to estimate the value of the missing accessories and parts and to credit or refund you in respect of the returned item only.

If you return a product that does not comply with this Policy, you may be liable to reimburse Room Plus for the cost of collecting the product from you and the cost of having the product returned to you.

Under no circumstances will donations you make on our website or any goodwill credit you may receive from us be refunded.

Please note that we only refund the payment method you initially used – i.e. payment by credit card will be refunded to the same credit card, payment by Instant EFT or COD (cash on delivery) will be refunded to your nominated bank account.

Last updated: October 10, 2023