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Returns- Exchanges & Repairs
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Warranty & Care Policy
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Frequently
Asked
Questions
Furniture is an investment, and we want you to make an informed choice. Here, we answer your questions from ordering to delivery, and after.
What warranty do I receive with my purchase?
All Birthmark products include:
- A 6-month statutory warranty under South African law, from the date of delivery or collection
- A 10-Year Structural Frame Warranty (residential use).
- A 2-Year Warranty on:
- Foam & fibre
- Stitching & seams
- Webbing & springs
- Craftsmanship
- Motion mechanisms (where applicable)
After 6 months, repair becomes the primary remedy under extended warranty unless otherwise required by law.
What are my rights under the Consumer Protection Act?
Under South African consumer law:
- All goods carry a 6-month implied warranty against defects from the date of delivery or collection
- If a defect is confirmed within 6 months of delivery, you may choose:
- Repair
- Replacement
- Refund
These rights cannot be limited.
What is covered under the 10-Year Frame Warranty?
The structural frame warranty covers:
- Load-bearing structural defects
- Internal frame failures due to manufacturing fault
It applies to normal residential use only. Commercial or high-traffic environments require written agreement.
What is covered under the 2-Year Warranty?
The 2-Year coverage includes:
- Premature foam sagging (beyond normal settling)
- Stitching or seam separation due to manufacturing defect
- Webbing or spring failure
- Craftsmanship defects
- Motion mechanism faults (if applicable)
- Normal wear and comfort preference are not defects.
Do you use performance fabrics like FibreGuard®?
Yes.
Selected styles feature performance fabrics including FibreGuard® technology.
These fabrics are engineered for enhanced stain resistance and everyday durability.
However:
- Stain-resistant does not mean stain-proof.
- Prompt cleaning is essential.
- Harsh chemicals, ink, paint, dye transfer, or improper cleaning are not covered.
Manufacturing defects remain covered.
How should I clean performance fabrics?
For most spills:
- Act immediately.
- Blot — do not rub.
- Use clean water first.
- Use mild soap if necessary.
- Air dry naturally.
Failure to follow care instructions may affect warranty eligibility.
Can I return my furniture?
We offer a 30-day voluntary return policy for eligible items that are:
- Unused
- In original condition
- Not custom-made
- Returned with proof of purchase
Delivery and installation fees are non-refundable unless the return is due to a confirmed defect.
Can I return custom or made-to-order items?
Custom products (fabric selections, size changes, colour variations):
- Cannot be returned once production begins.
- Deposits are non-refundable once materials are ordered.
Statutory defect rights still apply.
What is not covered under warranty?
Warranty does not cover:
- Normal wear and tear
- Cushion softening from use
- Sunlight fading
- Liquid or heat damage
- Pet damage
- Improper cleaning
- Third-party modifications
- Damage during relocation
- Commercial use without agreement
When does risk transfer to me?
Risk transfers upon:
- Delivery and acceptance; or
- Collection from our premises.
Ownership remains with Birthmark until full payment is received.
How do I submit a warranty claim?
To submit a claim:
- Contact our customer support team in writing.
- Provide proof of purchase.
- Provide clear photographs.
- Allow inspection if required.
Within 6 months, you may elect remedy under the Consumer Protection Act.
How do you handle my personal information?
We process personal information in accordance with the Protection of Personal Information Act (POPIA).
Your information is used only for:
- Order processing
- Delivery coordination
- Warranty administration
- Marketing (where consent is provided)
We keep your information safe, and do not sell your personal information.