Refund and Returns Policy

01Made to Order

Every piece from Veetaedo Home is built to order. From the moment you place your order, our workshop begins sourcing materials and scheduling your build. Production typically begins within 7 days of your order being confirmed and payment clearing.

Because each piece is crafted specifically for you — to your chosen dimensions, fabric, finish, or configuration — it cannot simply be put back on a shelf. This is why our returns policy is different from a standard retail store, and we ask that you read it carefully before ordering.

If you have any questions about a product before purchasing, please reach out to us first. We'd rather help you choose correctly than deal with a return — and we're always happy to talk you through options, materials, and sizes before you commit.

02No Change of Mind

We do not accept returns or offer refunds for change of mind. This includes situations where you:

Decided you no longer want the item
Feel the colour or finish doesn't suit your space after delivery
Ordered the wrong size and did not confirm dimensions with us beforehand
Found the same or a similar product elsewhere at a different price
Simply changed your mind after the order was placed

We encourage every customer to measure their space carefully, review all product details, and contact us with any questions before ordering. Our team is available on WhatsApp and email to help you make the right decision the first time.

03Our Faults, Our Responsibility

If something is wrong with your piece and it is our fault, we will make it right. Full stop.

We take enormous pride in what we build, and if a product leaves our workshop with a defect, fails structurally, or does not match what was agreed in your order, we take full responsibility. Our first priority is always to repair or remedy the issue as quickly as possible. A refund is a last resort — not because we want to avoid accountability, but because we genuinely believe we can fix it and deliver something you'll love.

Issues that are considered our responsibility include:

Structural defects or faults in the frame or joinery
Fabric or leather that is incorrectly applied, coming apart at the seams, or not as specified
Dimensions that differ materially from what was agreed in writing
Finishes, stains, or paint that are clearly not as specified or that have been poorly applied
Items delivered damaged due to our packaging or handling

04How to Report an Issue

If you receive your order and believe there is a fault, please contact us as soon as possible — and no later than 7 days after delivery. We will not be able to assess or accept fault claims reported after this window.

When you get in touch, please include:

Your order number
A clear description of the issue
Photographs showing the fault from multiple angles
A photo of the full piece so we can assess overall context

Send this to info@veetaedohome.co.za or via WhatsApp on 068 008 1390. We will respond within 2 business days.

05Our Repair Process

Once we have assessed the issue and confirmed it falls within our responsibility, here is how we handle it:

We assess

Our team reviews your photographs and description to understand the fault. We may ask follow-up questions or request additional images.

We propose a fix

In most cases we can repair or correct the issue directly. We will explain exactly what we plan to do and agree on a timeline with you.

We collect or visit

Depending on the nature of the fault, we will either collect the piece at our cost, or in some cases send a technician to repair it in your home.

We repair and return

The piece is repaired in our workshop and returned to you. We aim to complete this within a reasonable time and will keep you updated throughout.

If we can't fix it

If the fault cannot be repaired to a satisfactory standard, we will rebuild or replace the piece. A refund is only considered if neither repair nor replacement is possible.

06When a Refund Applies

A refund will only be considered in the following circumstances:

The item has a confirmed manufacturing defect and cannot be repaired or replaced to a satisfactory standard
We are unable to deliver the item and no suitable alternative can be agreed upon
We made a material error in your order that we cannot correct

Where a refund is approved, it will be processed within 14 business days via the same payment method used at checkout. We do not offer cash refunds.

We are a small, passionate team and we take every single order personally. If something isn't right, our first instinct is always to fix it — not to send you a form. Please give us the opportunity to make it right before anything else.

07What Is Not Covered

The following are not considered defects and are not covered under our returns or repair policy:

Natural variation in wood grain, knots, texture, or colour — these are characteristics of solid wood, not flaws
Minor colour differences between product photography and the physical piece due to screen calibration or lighting
Normal wear and tear from regular use
Damage caused by improper use, rough handling, or placing items in unsuitable environments (outdoors, high humidity, direct sunlight)
Damage caused by cleaning with harsh chemicals or products not recommended for the material
Scratches, dents, or marks that occur after delivery
Fading of fabric or timber due to prolonged sun exposure
Issues arising from self-assembly where assembly instructions were not followed
Change of mind, preference change, or ordering errors on your part

08Delivery Damage

Please inspect your order at the time of delivery. If you notice any damage, note it on the delivery document before the courier leaves and contact us with photographs within 48 hours of receiving your order.

Damage reported after 48 hours cannot be attributed to delivery and will not be assessed as a delivery claim. We take packaging seriously but if something has been damaged in transit we want to know immediately so we can resolve it.

09Contact Us

Before, during, or after your order — we're here. The easiest way to resolve anything is to talk to us directly.

info@veetaedohome.co.za

Phone

068 008 1390

Returns & Refunds