Furniture is a considered purchase and a large thing to move. This page explains how we handle a return if one is ever needed, and what condition goods have to come back in.
1. Check your order before you sign
- Unwrap enough to see the upholstery on every piece
- Check for tears, marks, scuffs or missing parts
- Operate any moving parts once
- Write any problem on the delivery note before signing, and have the delivery team initial it
- Photograph anything you have noted, there and then
Report transit damage to us within 48 hours on WhatsApp 083 378 7864, with the photographs and the annotated delivery note. Do that and we will resolve it without argument. A signed, unannotated delivery note is our record that the goods arrived in good order.
2. If something is wrong with your order
If goods are defective, unsafe or not as we described them, tell us. Under the Consumer Protection Act you have six months from delivery, and we carry the cost of collection. Most faults are settled with a photograph and a short video on WhatsApp, and a great many are repaired in your home without the goods going anywhere.
See our Warranty page for what is covered and how to claim.
3. Cancelling an online order
Because you bought online, section 44 of the Electronic Communications and Transactions Act allows you to cancel within 7 days of delivery. You are responsible for the cost of returning the goods to us, and the goods must come back in the condition set out below.
Please tell us within those 7 days by WhatsApp on 083 378 7864 or email to hello@glydex.co.za, and wait for a Return Authorisation number before anything is moved.
4. The condition goods must come back in
In practice that means:
- Complete — every piece, every part, all fittings and fixings
- Unused — not sat on beyond a reasonable inspection, not slept on, not used for an event, a function, a photograph or a display
- Unmarked — no scuffs, scratches, dents, seat impressions, stains, pet hair, hair oil on the headrests, odours, smoke or pen marks
- Packed as delivered — packed the way it arrived
- Properly protected for transport — in its original packaging where you still have it, otherwise wrapped well enough to travel without damage
5. Return authorisation
- WhatsApp 083 378 7864, call 083 378 7864 or email hello@glydex.co.za
- Give us your order number and tell us what the problem is
- Send photographs of the goods as they stand
- We issue a Return Authorisation number and confirm the arrangement and any cost in writing
- Keep that number with the goods
6. Transport and refunds
On a cancellation you carry the cost of returning the goods to us. We will quote you that cost in writing before collection, or you may arrange your own transport — in which case the goods travel at your risk until they reach us, so please insure and pack it properly. The original delivery charge is not refunded.
Where goods are defective, unsafe, not as described, damaged in transit and reported within 48 hours, or where we sent the wrong item, we carry the cost of collection and refund the delivery charge.
Refunds are paid back to the account the payment came from, within 10 business days of the goods reaching us and passing inspection. Proof of purchase is required. We do not refund in cash or to a third party.
7. What we cannot accept back
- Anything that has been used — including for an event, function, display or photograph
- Anything returned showing scuffs, marks, seat impressions, odours or any sign of use
- Anything returned without a Return Authorisation number
- Damage from misuse — sitting or standing on parts not designed to bear weight, or moving goods with a moving part extended
- Damage from direct sunlight, heaters or fireplaces
- Damage from harsh detergents, solvents, bleach or saddle soap, contrary to the care instructions on the product page
- Normal wear, and the natural softening and creasing of upholstery with use
- Natural variation in grain, tone and marking in natural materials — a characteristic, not a defect
- Goods used in commercial, office, guesthouse or rental settings rather than an ordinary home
8. How long each step takes
Timeframes, so you are not left wondering:
- Return Authorisation number — issued within two business days of us receiving your order number and photographs.
- Collection — where we are carrying the cost, we arrange collection within five business days of issuing the number, and confirm the date in writing.
- Inspection — we inspect and photograph returned goods within three business days of them reaching us, and tell you the outcome in writing.
- Refund — paid within 10 business days of the goods passing inspection, to the account the payment came from. The law allows us 30 days; we aim to be well inside it.
- Any deduction — set out in writing, with the calculation and the photographs, before it is applied.
We will never ask you to pay anything in order to receive a refund. If you get a message asking for a fee to release a refund, it is not from us — telephone us on 083 378 7864 before you do anything.
9. If we disagree
Please talk to us first — most things are settled in one phone call. If we cannot resolve it between us, you may refer the matter to the National Consumer Commission or the Consumer Goods and Services Ombud, and we will co-operate fully with either.
Last updated 1 September 2026. Nothing in this policy limits your rights under the Consumer Protection Act 68 of 2008 or the Electronic Communications and Transactions Act 25 of 2002. Where anything here conflicts with those Acts, the Acts apply.