Refund policy

RETURNS| EXCHANGES |DAMAGES : POLICY

All Products purchased online are insured. PLEASE NOTE : All received purchases must be opened and inspected within within 1 - 2 Working Days (24 to 48 hours) of any delivery.

Returns / Damages will follow the terms as laid out below. See Terms Below.

RETURNS/EXCHANGE:

Returns of purchases due to change of mind/ cancellation of order, are subject to a 25 % handling / admin fee.
Products must be returned in the original packaging. This applies to returns and damaged goods. If you do not have the original packaging it must be packaged 100% as was received. No goods will be accepted for return without repacking.
The courier has a right not to uplift if anything is not packaged. Goods must be returned as delivered.
Refunds are granted once the products have been returned to depot and inspected.
We cannot accept returns on any customised orders, unless there is a manufacturer default or a damage in transit (To be inspected / images supplied)
We do not accept returns of “sale” items, unless damaged in transit. The Damage good/s will be uplifted, inspected at our warehouse and a claim will be processed. In all instances we will require images of damages and box damage if noticeable.
Please email our Customer Service: ross@trestlesouthafrica.co.za
To Exchange any product. Please contact : ross@trestlesouthafrica.co.za
For Exchanges we would need the product returned in it’s original packaging
The Exchange will carry an admin fee. This would be advised once we have been advised of what is being exchanged.
NO REFUNDS on Goods returned without packaging.

DAMAGED OR FAULTY ITEMS

All items despatched with the Couriers are Insured. See Below for conditions.

For online purchases, we carefully inspect your order prior to shipment. No products will be despatched unless we are satisfied it meets our quality standards.
Upon receiving goods, please inspect your purchase and notify us of any faults or damage immediately. Damages or Faults must be reported within 1 - 2 Working Days (24 to 48 hours) of delivery.

Please email our Customer Service: ross@trestlesouthafrica.co.za to report damaged or faulty items and to process your return. In all instances we will assess and a new product sent should the damages be confirmed.

Kindly ensure you supply us your contact number so we can call you should we need to discuss, regarding the return or replacement.

DELIVERY LEAD TIMES

Each Product carries it’s own Lead Time, which is specified on the Product Page. Whilst it is our best intention to deliver timeously, there are certain occurrences out of our control.
Our team will advise on any late delivery.
Products are sent with a Courier Service and they too might have unexpected delays.
The Courier cannot call each client beforehand so please ensure that there is someone available to receive the goods.
Delivery will take place from Monday to Friday
(Excludes weekends and public holidays)
A Tracking Code will be provided once the product has been dispatched.

ASSEMBLY

Some of our furniture pieces are shipped flat packed and do require assembly. Instructions will be provided.
The furniture is mostly modular and easy to assemble without any D.I.Y
Contact Ross: ross@trestlesouthafrica.co.za should you be uncertain.

CARING AND CLEANING YOUR PRODUCTS

(WOOD VENEER, MELAMINE , DUCO , GLASS & LEATHER)

Your new product, decor or piece of furniture has been manufactured with great care for your Home or Office. It is in your best interest therefore to read the following care instructions carefully.

We would love that your furniture remains cared for.

Dust frequently with a clean soft cloth
Polish the wood surfaces on a regular basis
Blot spills with a soft clean dry cloth
Wet cloths can stain and damage the wood
Avoid direct contact with sunlight as it will cause fading over time
Wood may expand and contract with seasonal variances. Maintain constant humidity levels to prevent warping or cracking.
Leather must be wiped with dry cloth.
Dragging objects across the surface of the furniture causes scratches
Always use protective materials when placing anything on top of your wood furniture.
Glass Surfaces, whilst toughened and polished can scratch. Avoid dragging objects over the surface and best cleaned with some crumpled newspaper for a shiny surface.

Do not make use of chemical cleansers and abrasives. We recommend you avoid furniture polish or wax. Wax leaves a film over your product over time.
Bleaches will damage and discolour the furniture.

Duco products, although smooth and reasonably durable, are not impervious to stains, damages from heat, moisture and UV and are not impact resistant.
Kindly place a coaster or mat before placing any object containing liquid on the surfaces.
Vases, glasses or other objects holding liquid can cause the paint to bubble if spilt or drip. Please wipe the surface immediately should any liquid spill. Should the liquid be left on a MDF surface it may result in swelling and staining of the material.

Direct contact with pens, rubber, candle wax, wine, food or any perfumed product will leave a stain on most furniture surfaces

Wood may expand and contract with seasonal variances. Maintain constant humidity levels to prevent warping or cracking

Air, artificial light and UV will over time change the natural colour of wood and sprayed surfaces.

Rotate items on any surface for uniform ageing and colour development

Do not drag furniture that has legs as they may crack or break off if on tiled or uneven floors.

TERMS AND CONDITIONS OF SALE

Trestle South Africa cannot be held responsible for damages, scratches and changes in colour of the manufactured products as a result of wear and tear.
No returns will be allowed on Custom Orders, unless there is a confirmed manufacturing defect.
A 50% Deposit is required on all custom orders, before manufacturing begins. The balance becomes due on completion and despatch.
Ownership remains with Trestle South Africa until full payment is made.
Cancellation of the order whilst completing the manufacturing will result in the loss of the deposit.
On Delivery, a client has 24 hours to open packaging and inspect.
Should any concerns arise please contact our help team. Images to be supplied.
Should you suspect damages, please take an image of the box before opening.
On opening of the box, should a damage be noted, kindly do NOT assemble product fully. Images to be emailed to Ross: ross@trestlesouthafrica.co.za
No claims can me made after 24/48 hours on manufacturers defect or damages.