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FAQ’s

Dispatch is within 3 business days and delivery takes 1 – 5 business days for small items (less than 15 kg/vol) depending on the delivery location
(Gauteng - 1-3 days / remote areas - up to 5 days).
Larger furniture items may take up to an additional 9 business days via freight delivery.
You may collect online purchases from the Boksburg or Design Quarter, Fourways Sotran branches once you have established at which Branch they are available.
Weekend collections are to be arranged during weekdays to ensure stock is prepared beforehand.

Refunds: We only provide cash refunds for faulty items. Exchanges are possible within 7 days of purchase with the original receipt.
Online Purchases: Items purchased online can be exchanged within 14 days with proof of purchase.
Shipping costs are non-refundable.
Returns & Exchanges: Items can be returned or exchanged within 7 days if they meet certain criteria (see T’s & C’s page)
Exchanged items are to be collected from your premises at your expense. Items ascertained to have experienced non-abusive product failure or posing a definite safety hazard will be evaluated by Sotran Management and one of the following actions taken: Item will be collected, repaired and returned at Sotran's expense. If inappropriate, the item will be replaced at Sotran's expense. If unreasonable wear and tear is suspected, Sotran will quote to repair at your expense.
Refunds may be considered under extreme circumstances, subject to a 15% handling fee, and may take up to 7 working days to approve.

In the unlikely event that your item arrives damaged or defective, please get in touch with our customer service team immediately on 011 8946950 or info@sotran.co.za. We work swiftly to resolve the issue, whether that means arranging a replacement, repair, or refund for you (at our sole discretion).

Changes to your shipping address or delivery date can be made before your order is dispatched, but not after. Please contact our customer service team immediately on 011894 6950 or at info@sotran.co.za with your request.

We will do our best to accommodate your needs and ensure a smooth delivery experience.

Cancellations must be communicated to our customer service team immediately, once the order is processed and dispatched, cancellations are not possible.

Cancellation of orders by you will attract a 10% administration fee.

Refunds: We only provide cash refunds for faulty items. Exchanges are possible within 7 days of
purchase with the original receipt. Online Purchases: Items purchased online can be exchanged within

14 days with proof of purchase. Shipping costs are non-refundable.

Returns & Exchanges: Items can be returned or exchanged within 7 days if they meet certain criteria (see T’s
& C’s page) Exchanged items are to be collected from your premises at your expense. Items ascertained to
have experienced non-abusive product failure or posing a definite safety hazard will be evaluated by Sotran

Management and one of the following actions taken:
Item will be collected, repaired and returned at Sotrans expense.
If inappropriate, the item will be replaced at Sotran's expense.

If unreasonable wear and tear is suspected, Sotran will quote to repair at your expense.
Refunds may be considered under extreme circumstances, subject to a 15% handling fee, and may take up

to 7 working days to approve.

We offer various easy Online options:

Payfast - Various Card & other payment options (Mobicred - SnapScan - Instant EFT)
Paygate - Various Card Payment Options (including American Express & Diners Club)
Manual EFT - Get an Invoice by email and pay it manually via EFT.
Ozow - Make an auto electronic transfer payment. (Instant EFT)
Yoco - Make an online payment for an existing invoice

We have 3 credit provider options to choose from

Payflex for short-term credit (6 weeks – No Interest or Fees) apply instantly during checkout
PayJustNow for short-term credit (3 months – No Interest or Fees) apply instantly during checkout
FeverTree offers credit for any amount up to 24 months (apply before checkout)

Shipping Online Purchases:

  • Courier: Small items (less than 15 kg/vol) purchased online will be shipped via courier to your door. dispatch is within 2 business days and delivery takes 1 – 5 business days depending on the delivery location (Gauteng – 1-3 day / remote areas – up to 5 days)
  • Delivery: Sotran can deliver large items in the Gauteng area with our own delivery vehicles, the cost for delivery in Gauteng is based on the “delivery distance” from our Boksburg warehouse.
  • Delivery (Outside Gauteng): Freight services are used to deliver large items purchased online, the website gives an estimated cost upon checkout to deliver to all provinces outside Gauteng (please note: delivery cost outside Gauteng may vary from online estimate)
  • Collection: Clients can collect their online purchases from any of our Sotran branches, your order will be ready for collection at the Boksburg branch within 48 hours or at the Design Quarter store within 7 business days after successful purchase unless otherwise informed
  • Main Area Delivery (for large items) from R895 to Max R1395 (Unlimited Quantity)
  • Main Delivery Areas: Warmbaths, Nylstroom, Potgietersrus, Pietersburg, Rustenburg, Orkney, Klerksdorp, Potchefstroom, Witbank, Middelburg, Nelspruit, White River, Bloemfontein, Virginia, Welkom, Kroonstad, Durban, Pietermaritzburg, Cape Town, Kimberly, Beaufort West, Worcester, Simonstown, Strand, Somerset West, Stellenbosch, Franschhoek, Paarl, Humansdorp, Jeffreys Bay, George, Mossel Bay, Knysna, Plettenberg Bay, Port Elizabeth, Uitenhage, East London, King Williams Town and Queenstown.
  • Remote Area Delivery Available, calculated at checkout based on location & items purchased (14 Business Days)
  • Remote Delivery Areas all areas excluding Gauteng and the above-listed areas.

Refund Policy:

  • Refunds: Sotran doesn’t do cash refunds unless goods are faulty – exchanges can be arranged within 7 days of the purchase date under certain conditions. The original purchase slip will be required.
  • Online Purchases: Items bought online without prior viewing can be exchanged within a 14 day period with Proof of Purchase documentation. Shipping costs are not refundable.
  • Defects: Return of stock merchandise due to a manufacturing defect must be authorised by head office. This takes a minimum of 7 and a maximum of 30 working days.
  • Exchanges and appro’s may attract a 10% handling fee under certain circumstances.
  • In-store clients to please inspect all accessories purchased before removing from the store.- Defects not detected before leaving may not be acknowledged.
  • Delivery charges are not refundable unless Sotran is at fault.
  • Guarantee: Furniture purchases carry a one-year guarantee for manufacturing faults and may be subject to wear and tear value reduction in the case of long-term replacements.
  • Returns and Exchanges
  • A) Since all our items are hand-crafted, they are subject to variations from item to item.
  • Please examine your selections carefully to ensure satisfaction with their condition before you purchase.
  • You may point out and variances to be rectified which must be noted on the original invoice.
  • B) Items may be returned for credit or exchange within 7 days if the following criteria have been met: Items in original condition as when purchased.
  • The original Invoice is produced.
  • C) Items for exchange to be collected from Client premises at Client’s expense.
  • D) Items ascertained to have experienced non-abusive product failure or posing a definite safety
  • hazard will be evaluated by Sotran Management and one of the following actions taken:
  • Item will be collected, repaired and returned at Sotrans expense.
  • If inappropriate, the item will be replaced at Sotran’s expense.
  • If unreasonable wear and tear is suspected, Sotran will quote for repair at the Client’s expense.
  • E) Refunds will only be considered under extreme situations and, if approved, attract a 15% handling
  • fee, taking up to 7 working days to be approved.
  • Goods Storage & Deliveries
  • A) Goods stored/uncollected for over 30 days will attract an R250 per cube per month storage fee and may be transported off-site to make way for new goods arrivals.
  • B) Goods stored/uncollected without permission for over 3 months may be resold to cover storage charges.
  • C) Deliveries of complex wooden furniture may take up to 14 days from order, depending on the Workshop backlog. Your Sales Rep will contact you to book a delivery date once its assured the goods have been fully pre-assembled, checked and serviced, ready for their new home!
  • 3) Goods Sold on Sale or on Discounted Promotions
  • No returns or repairs, no reserves without full payment, VOETSTOOTS strictly applies

Online Payment Options:

  • Card Payments – Visa & MasterCard
  • EFT – Direct Payments to Sotran’s Bank Account
  • FeverTree (Credit) – Apply for credit with FeverTree and shop Sotran online or in-store
    Choose PayFast at Checkout – Apply at www.Mobicred.co.za
  • Buy Now, Pay Later – Payflex & PayJustNow lets you get what you need now, but pay for it over 4 instalments (NO INTEREST!)
    You pay 25% upfront, then three payments of 25% over the following 6 weeks or 3 months. Choose Payflex or PayJustNow at Checkout

“Order Only” or “Available On Backorder”

Products that are available on “Order Only” or “Available On Backorder” are not currently in stock, they are either ordered but not yet arrived or can be ordered from the supplier once purchased.
PLEASE NOTE: 4 to 8 months waiting period will apply on most backorder items. only exceptions being all mattresses and most upholstered couches.
Waiting Periods for “Order Only” or “Available On Backorder”
All Imported Furniture – 4 to 8 Months
Mattresses – 2 to 4 Weeks
Most Upholstered Couches – 4 to 8 Weeks