Refund policy

RETURNS & REFUNDS POLICY

Last updated: 13 May 2026

This Returns & Refunds Policy applies to products sold by Nara Living (Pty) Ltd ("Nara Living", "we", "us", or "our").

Every Nara Living piece is handcrafted to order specifically for you. Because our furniture is made to order and not mass-produced, our returns and refunds process differs from traditional off-the-shelf retail. However, we remain committed to protecting your rights under applicable South African consumer protection laws, including the Consumer Protection Act, 2008 ("CPA").

We aim to resolve any issues fairly, transparently, and as efficiently as possible.

  1. CHANGE-OF-MIND RETURNS

Because each Nara Living piece is custom-made or produced specifically for a customer's order, we do not accept returns, exchanges, or refunds based on a change of mind.

This is in accordance with Section 20 of the Consumer Protection Act, which exempts made-to-order or specially manufactured goods from standard cooling-off return rights.

We encourage customers to:

  • carefully review product descriptions, dimensions, finishes, and specifications before ordering;

  • measure their intended space accurately; and

  • contact us before placing an order if assistance or clarification is required.

  1. ORDER CANCELLATIONS

Customers may cancel or amend an order within 48 hours of placing it, provided production has not commenced.

After the initial 48-hour period, materials may have been sourced and production may already be underway. Once production has commenced, cancellations may no longer be possible.

To request a cancellation or amendment, customers must contact us at hello@naraliving.co.za within 48 hours of placing the order.

Approved refunds for valid cancellations will be processed within approximately 5 to 7 business days.

  1. DELIVERY INSPECTION

Customers are encouraged to inspect all items carefully upon delivery.

If visible damage is present at the time of delivery, customers should:

  • note the damage on the delivery confirmation or waybill before signing; and

  • notify us as soon as reasonably possible.

Customers are responsible for ensuring that purchased items will fit through entrances, stairways, lifts, hallways, and delivery access points before placing an order.

Additional delivery charges may apply if:

  • delivery access is obstructed;

  • delivery cannot be completed due to site restrictions; or

  • redelivery is required for reasons outside our control.

  1. DEFECTIVE, DAMAGED, OR INCORRECT ITEMS

If a product arrives damaged, defective, or materially different from what was ordered, we will make reasonable efforts to resolve the issue promptly.

Customers should notify us within 48 hours of delivery by emailing:
hello@naraliving.co.za

The email should include:

  • the order number;

  • a description of the issue; and

  • clear photographs or short video evidence of the defect or damage.

Once the issue has been assessed, we may, depending on the circumstances and as required under applicable law:

  • repair the item;

  • replace the item;

  • arrange collection; or

  • provide a refund.

Where required under the Consumer Protection Act, customers may be entitled to repair, replacement, or refund remedies.

Please do not attempt repairs independently or through third parties without our written approval, as this may affect warranty or claim eligibility.

  1. WARRANTY AND IMPLIED WARRANTY OF QUALITY

All Nara Living products include the protections afforded under the Consumer Protection Act, including the implied six-month warranty of quality under Section 56 of the CPA.

Under normal residential use, this warranty may cover:

  • manufacturing defects;

  • frame or structural failure;

  • failed joinery;

  • stitching or seam defects;

  • defective zips or upholstery workmanship; and

  • abnormal foam collapse or failure beyond ordinary settling.

Where a valid defect is confirmed within the applicable warranty period, we may repair, replace, or refund the item in accordance with applicable law and the circumstances of the claim.

  1. EXCLUSIONS AND LIMITATIONS

This policy and any applicable warranty do not cover:

  • ordinary wear and tear;

  • cosmetic aging consistent with normal use;

  • fading caused by direct sunlight or environmental exposure;

  • damage caused by pets, sharp objects, misuse, neglect, abuse, or accidents;

  • improper cleaning or care inconsistent with our Care Guide;

  • modifications, alterations, or repairs carried out by third parties;

  • commercial, hospitality, showroom, or high-frequency rental use; or

  • damage caused after delivery due to improper handling or storage.

Our products are designed primarily for normal residential use unless otherwise agreed in writing.

  1. EXCHANGES

Because our furniture is made to order, we do not offer exchanges for change-of-mind purchases.

However, where a product is confirmed to be defective or materially incorrect, we may offer an exchange or replacement where appropriate.

  1. COLLECTION AND RETURN SHIPPING

If a return, repair, or replacement is approved due to:

  • a manufacturing defect;

  • transit damage; or

  • an error on our part,

Nara Living will cover the reasonable collection and redelivery costs.

If we agree, at our discretion, to accept a return outside of our legal obligations, collection or restocking fees may apply.

  1. REFUND PROCESSING

Once a refund has been approved and any required collection or inspection has been completed, refunds are generally processed within 7 to 10 business days.

Depending on the payment provider or bank, funds may take an additional 3 to 5 business days to reflect.

Refunds will ordinarily be processed using the original payment method.

  1. HOW TO START A CLAIM

To submit a claim or request assistance, please contact:

hello@naraliving.co.za

Please include:

  • your order number;

  • a short description of the issue;

  • photographs or video evidence where applicable; and

  • the best contact number to reach you on.

We aim to respond to all claims within two business days.

  1. CONSUMER RIGHTS

Nothing in this policy limits or excludes any rights afforded to consumers under the Consumer Protection Act, 2008 or any other applicable South African law.

In particular, customers retain rights relating to:

  • safe and good-quality goods under Section 55 of the CPA;

  • the implied six-month warranty of quality under Section 56 of the CPA; and

  • the made-to-order goods exemption under Section 20 of the CPA.

If a customer believes their rights have been infringed, we encourage them to contact us first so we may attempt to resolve the matter directly and in good faith.

Customers may also contact the National Consumer Commission or any other appropriate consumer protection authority where applicable.

  1. CONTACT DETAILS

Nara Living (Pty) Ltd

Email: hello@naraliving.co.za
Phone: 084 891 1029
Address: 67 Uys Krige Drive, Panorama, Cape Town, 7500, South Africa

This Returns & Refunds Policy should be read together with our Terms of Service, Privacy Policy, Cookie Policy, and Care Guide.