SOTRAN RETURNS, REFUNDS & EXCHANGES POLICY
At Sotran, every piece is crafted with care, and we want you to feel completely confident in your purchase. Our policy is designed to balance fairness to our customers with respect for the natural materials and artisan production methods we proudly support.
Refunds
Refunds are handled in accordance with the South African Consumer Protection Act (CPA).
You are eligible for a refund when:
- An item is defective due to a manufacturing fault (not caused by misuse, wear and tear, or environmental exposure), or
- An item is not reasonably suitable for its intended purpose, as defined under the CPA, and is returned within 7 days in unused condition.
Approved refunds may take up to 7-10 working days to process. Important: Natural variations in solid wood, colour, movement, or texture are normal characteristics of handcrafted items and are not considered defects.
Exchanges
If your piece doesn’t suit your space, we’ll gladly assist.
- In-store purchases: Exchange within 7 days.
- Online purchases: Exchange within 14 days.
Items must be unused, in original condition, and accompanied by proof of purchase. If the exchange is not due to a defect, return transport is at the customer’s cost.
Returns Process
To arrange a return or exchange:
Contact us with your order details and photos (if applicable).
Our team will guide you through the assessment steps.
If a collection is required:
Sotran covers the cost only for confirmed defective goods; Customer covers the cost for change-of-mind or non-defective returns. Shipping and delivery charges are non-refundable.
Defective Goods:
- If your item appears faulty:
- It will be assessed by our quality team.
If confirmed as a manufacturing defect, we will:
Repair, replace, or refund the item at Sotran’s expense.
Accidental damage caused during delivery by Sotran’s appointed third-party delivery partners (such as accidental drops, bumps, scratches, or mishandling) qualifies for repair, replacement, or refund under the same conditions above.
Sotran will resolve these cases at our expense, as long as the damage is reported within 48 hours of delivery.
If the issue is due to misuse, wear and tear, moisture, sunlight, or environmental conditions, we will gladly arrange a repair quote.
Clearance, “As Is”, and Custom-Made Items
Some items are not eligible for return or refund:
Clearance items, floor-stock, or “as is” goods sold at reduced pricing or with disclosed imperfections
Custom-made or special-order pieces, including made-to-order upholstered furniture
Deposits on custom-made orders, as these secure materials, labour, and production time
These items are non-refundable and non-exchangeable, unless a non-disclosed defect covered by the CPA is identified.
Non-Return and Non-Refund Policy for Cloud Couches
Due to the unique nature of our Cloud Couch Range, which utilizes specialized, high-density filling that significantly expands upon opening and cannot be safely compressed or repackaged to its original state, all sales are final and non-returnable once the product packaging has been opened and the couch components have begun to expand. Opening the packaging of a Cloud Couch product constitutes acceptance of the product and its condition. Once opened, we cannot accept returns, exchanges, or issue refunds. This non-return policy applies immediately upon the physical opening of the vacuum-sealed or compressed packaging containing the couch components
Non-Refundable Situations
We are unable to accept returns on:
Items that have been used
Products damaged by the customer
Items altered after purchase
Clearance or custom-made goods
Items affected by moisture, humidity, heat, or direct sunlight
Delivery/shipping charges
Exceptional Cases
We understand that unique circumstances may arise.
In rare situations, management may approve a return or refund outside the standard policy.
A handling or restocking fee of up to 15% may apply.
Need Help?
Our team is always here to assist.
For support, please contact us at info@sotran.co.za or visit your nearest Sotran store.
