A three-piece recliner suite is a considered purchase and a large item to move. This page explains how we handle a return if one is ever needed, and what condition a suite has to come back in.
1. Check your suite before you sign
- Unwrap enough to see the upholstery on all three pieces
- Check for tears, marks, scuffs or missing parts
- Operate each reclining seat 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 suite arrived in good order.
2. If something is wrong with your suite
If a suite is defective, unsafe or not as we described it, 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 suite 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 suite 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 a suite must come back in
In practice that means:
- Complete — all three pieces, all backs, wings, 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
- Disassembled as delivered — backs and wings detached, 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 suite as it stands
- 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 suite to us. We will quote you that cost in writing before collection, or you may arrange your own transport — in which case the suite travels at your risk until it reaches us, so please insure and pack it properly. The original delivery charge is not refunded.
Where a suite is 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 30 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
- A suite that has been used — including for an event, function, display or photograph
- A suite 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 arms or footrests, or moving a suite with a recliner open
- 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 leather grain, tone and marking — a characteristic of real hide, not a defect
- Suites used in commercial, office, guesthouse or rental settings rather than an ordinary home
8. 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 relevant consumer goods 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.