Returns and refunds
Every Sotran piece is crafted with care, and we want you to feel confident in your purchase. Our policy balances fairness with respect for the natural materials and artisan production methods we proudly support.
- 14 daysTo exchange an online purchase
- 7 daysTo exchange an in-store purchase
- 48 hoursTo report damage caused during delivery
- 7 to 10Working days to process approved refunds
Aligned with the Consumer Protection Act
This policy is structured around the South African Consumer Protection Act (CPA). Natural variations in solid wood, colour, movement or texture are normal characteristics of handcrafted items and are not considered defects.
Refunds
Refunds are handled in accordance with the CPA. You are eligible for a refund when:
- An item is defective due to a manufacturing fault, not caused by misuse, ordinary wear and tear, or environmental exposure.
- 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 to 10 working days to process.
Exchanges
If your piece does not suit your space, we will 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.
How to start a return
- 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. The 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 delivery partners, such as drops, bumps, scratches or mishandling, qualifies for repair, replacement or refund under the same conditions, provided it 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 pieces
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, which 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.
What we cannot return
- 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 or shipping charges (non-refundable).
Cloud Couches: once opened, all sales are final
Our Cloud Couch range uses specialised high-density filling that expands significantly on opening and cannot be safely compressed or repackaged to its original state. For this reason, all sales are final and non-returnable once the product packaging has been opened.
Opening the packaging of a Cloud Couch product constitutes acceptance of the product and its condition. Once opened, we cannot accept returns or exchanges, or issue refunds. This applies immediately when the vacuum-sealed or compressed packaging containing the couch components is opened.
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 with a return?
For support with a return, exchange or refund, get in touch and we will guide you through every step.
Email info@sotran.co.za Or call 011 894 6950, or WhatsApp 071 127 5523.