Office Furniture Wholesalers (OFW) accepts qualifying returns and will help resolve incorrect, damaged or defective furniture. This policy applies to purchases from ofw.co.za and does not limit rights that apply under South African consumer law.
1. Change-of-mind returns
For eligible online purchases, notify OFW within seven calendar days after receiving your goods if you wish to cancel. Keep the furniture unused, complete and protected, with its accessories and packaging wherever possible. Please contact us before sending it back so we can arrange a suitable return.
Where the statutory online cooling-off right applies, no administration or restocking penalty is charged. The customer pays the direct cost of returning non-defective goods. Ask us for a collection quotation before booking transport. Any request outside the statutory return right will be assessed separately, and any proposed charge will be explained before you agree to it.
2. Custom-made furniture
Furniture manufactured to your specifications or clearly personalised is excluded from ordinary change-of-mind returns where the law permits that exclusion. This does not remove your rights if the furniture is defective, incorrectly supplied or fails to meet the agreed specifications. Choosing a standard listed colour or size does not automatically make an item custom-made.
3. Delivery damage or an incorrect item
Check your delivery as soon as reasonably possible. If damage is visible, record it on the delivery note, take photographs and contact OFW. You may refuse a visibly damaged item.
Please report damage discovered after delivery within 48 hours where possible, with photographs and your order number. This helps us investigate transport damage; the 48-hour request does not cancel statutory rights. Keep the product and packaging available for inspection. OFW will arrange and pay for reasonable return transport for a qualifying defective or incorrectly supplied item.
There is a factory guarantee on any workmanship within a 48-hour notice period.
4. Inspection and refunds
We aim to inspect returned furniture within three working days of receipt and to process an approved refund within seven working days. Banking clearance may take a further five working days. Where the statutory online cooling-off right applies, the refund must be made within 30 days of cancellation.
Refunds will ordinarily be returned through the original payment method. If that is unavailable, we will agree a secure alternative with you. Please protect goods appropriately during return transport; original packaging is not a condition for exercising a qualifying defective-goods claim.
5. Request a return
Email mail@ofw.co.za or call 021 552 4066 with your order or invoice number, the item details, the reason for returning it and photographs if relevant. OFW will confirm the return arrangements and applicable costs. Returns may be delivered to 6 7th Street, Montague Gardens, Cape Town, by prior arrangement.
