Return Policy

Return Policy for online purchase

At Starliche/Decotown we would like to make your customer experience as pleasant as possible. If you are experiencing problems with any products and would like to return them, please read the returns policy below and choose the option that best suits your situation.

1. RETURNING PRODUCTS THAT ARE NOT DEFECTIVE:

If for any reason you wish to return your product/s, you (the customer) may do so within 7 days of the products being delivered to you, provided the product/s have not been used, are complete, in their original condition, and sealed in the original packaging. Please follow the steps below:

Step 1 – Please contact us about the product you which to return, include all details about the product. click here to get our contact details.

Step 2 – We will review the product and will contact you to arrange collection of the product/s

Step 3 – Once the collection has been done, our quality control department will inspect the goods

Step 4 – If approved we will process your credit / refund, which may take up to 7 working days

IMPORTANT TO NOTE:

  • Starliche cannot be held liable for any damages visible at the time of acceptance of delivery that were not indicated on the proof of receipt/delivery by the customer
  • If damage is reported after 48 hours, it is reasonable for Starliche to determine that damage was caused post-delivery
  • If damage occurs to the product during assembly by the customer, Starliche will not be liable for the damage and will not be held liable for a return or refund.
  • Where defective items are replaced, Starliche is liable for the collection and delivery costs
  • If upon inspection the product is found not to be defective, you (the customer) will be liable for all transport costs and a handling / administration fee of 5% with a minimum of R70 (Seventy Rand) will be charged. The product will be returned in packaging similar to how they were received by Starliche
  • If the original packaging has been discarded it is your (the customer’s) responsibility to ensure that goods are reasonably packaged and protected before being returned. Damages that occur as a result of absent or insufficient packaging/protection will carry additional charges that the customer will be liable for at Starliche’s discretion
  • Quality control inspection can take up to 3 working days
  • Processed refunds can take between 3 working days (EFT) and 7 working days (credit card) to reflect in your (the customer’s) bank account

3.  WARRANTY CLAIMS

All our products carry a 1 year warranty, unless otherwise specified (see section 4 below).

The following applies to all Warranty claims:

  • The original sales invoice, or other proof of purchase is required for all warranty claims
  • Warranties cover factory faults or defects only. NO damages caused by wear and tear, negligence, abuse, accident or causes unrelated to defective materials or workmanship are covered
  • Warranties cannot be claimed where the product has been altered in any way from its original state
  • Warranties apply for domestic use only. Products used for commercial use are NOT covered unless specifically stated on the invoice

If within 1 year after delivery, you find that the product is defective/faulty, unsuitable for the purpose for which it was indicated in the product description (or otherwise generally intended), not legal or not reasonably durable (based on circumstances and product type), Starliche is entitled to repair or replace the defective/faulty part (if available) or repair or replace the whole product (if available). Should Starliche not be able to repair or replace the product, you are entitled to an online credit or a refund. We are entitled to request images of the damage products before any of the above takes place.

For warranty claims, please follow the steps below:

Step 1 –Please contact us about the product. click here to get our contact details. We will contact you to request images of the damaged items

Step 2 – Once we have received and reviewed the form, we will request further information and photos to be sent to us via e-mail

Step 3 – Depending on the validity of the claim, we will arrange to collect the product/s

Step 4 – Once collected, our quality control department will inspect the goods

Step 5 – If approved, we commence with replacement / repair / credit / refund (at Starliches’s discretion), which may take up to 7 working days

IMPORTANT TO NOTE:

  • Refund, repair or replacement will depend on various factors as detailed in our refund policy. These include the condition of the item and the duration of use
  • Replacement products fall under the warranty period of the initial purchase date
  • We will NOT refund or replace a product where in our reasonable opinion the product has, following the sale to you, become of unacceptable quality due to fair wear and tear, misuse, failure to use in accordance with manufacturer’s instructions, used in an abnormal way or failure to take reasonable care of the product. In this case, you (the customer) will be liable for all transport costs and a handling / administration fee of 5% with a minimum of R70 (Seventy Rand) will be charged. The product will be returned in packaging similar to how they were received by Starliche
  • If the product is inspected and found NOT to be defective, you (the customer) will be liable for all transport costs and a handling / administration fee of 5% with a minimum of R70 (Seventy Rand) will be charged. The product will be returned in packaging similar to how they were received by Starliche
  • If the original packaging has been discarded it is your (the customers) responsibility to ensure that goods are reasonably packaged and protected before being returned. Damages that occur as a result of absent or insufficient packaging/protection will carry charges to you (the customer) at Starliche’s discretion.
  • No refunds will be processed on goods older than 6 months. Only repair, replacement or store credit will apply
  • Quality control inspection can take up to 3 working days
  • Processed refunds can take between 3 working days (EFT) and 7 working days (credit card) to reflect in your (the customer’s) bank account

4. MATTRESS GUARANTEE AND WARRANTY

Guarantees and warranties on mattresses are carried by the manufacturer and not by Starliche.

A guarantee from the mattress manufacturer stipulates that they will repair and replace your mattress product at their expense within the guarantee period and under specific conditions. While the manufacturer may replace your product, it is up to their discretion whether they replace or repair it.

Should there be a manufacturer’s defect in your mattress within the guarantee period, the manufacturer will repair or replace your defective mattress at no charge.

The guarantee does not cover problems such as dislike of a product, misuse, mishandling or a failure to meet requirements outlined in the product’s guarantee.

The mattresses warranty is a Service Warranty. A Service Warranty is a promise to you by the manufacturers that a defect in your mattress will be repaired or replaced at a pro rata cost depending on the mattress’ number of years of use. The manufacturer may decide to repair or replace the mattress at their discretion. During the warranty period, the manufacturer will contribute to the cost of the repair or replacement of your mattress on a pro rata basis depending on how old the product is. Your mattress should be free from any user related damage, such as stains, tears, rips, water damage etc. in order to claim the warranty.

The warranties and guarantees do not cover damage caused by an incorrect base or support, mattress rotation, misuse or mishandling or exceeding the recommended weight limits.

5. CANCELLATIONS / CHANGE OF MIND

For online orders, if the order has not yet been processed, it can be cancelled. You will receive a full refund of the purchase price within 30 days of the date of cancelling the order.

You may cancel your order for Goods without penalty within 7 working days of the goods being collected by you or delivered to you. In this case, the following applies:

  • You will receive a full refund of the purchase price within 30 days of the date of cancelling the order
  • The Goods must not be used and must remain unassembled, in the original packaging
  • The goods being returned will be assessed and handling charges will be applicable before the refund is processed. A handling / administration fee of 5% with a minimum of R70 (Seventy Rand) will be charged. This amount will be deducted off the refund / credit
  • For purchases made online at starliche.co.za, you will be liable in terms of section 44(2) of the Electronic Communications and Transactions Act 25 of 2002 (as amended from time to time) for the direct costs of returning the Goods, such as courier and/or shipping charges. These costs will not be refunded to you
  • If you took advantage of a free delivery promotion and your order was delivered free of charge, you will be responsible for the cost of having the product retuned to us. The cost will be the delivery charge applicable to your area and any handling fees that may be applicable as per the above. These will be deducted from the refund
  • If the goods have been assembled or partly assembled, the cancellation policy does not apply and goods may not be returned
  • Starliche Factory Shop reserves the right at all times for a company appointed or manufacturer representative to inspect the item before a refund, repair or replacement is considered.
  • No shop soiled items that have been reduced to clear will be accepted for refund or return
  • Please note that your right to cancel your order for Goods without penalty set out in this clause, shall not apply where the Goods were made to your specifications or are clearly personalised
  • If your order has been processed and dispatched from the warehouse but has not been delivered to you, you may cancel the order however you will be liable for the cost of having the product retuned to us. The cost will be the delivery charge applicable to your area and any admin fees that may be applicable at Starliche’s discretion. This still applies if the customer took advantage of a free delivery promotion. These costs will be deducted from the refund
  • According to the ECT Act, the consumer has a “cooling off period” of 7 days which allows the consumer a general right to return or cancel the transaction without penalty however the online shopper would still be liable for the cost of returning the goods if they were dispatched / shipped within the 7 day period. The cost will be the delivery charge applicable to your area and any admin fees that may be applicable at Starliche’s discretion. This still applies if the customer took advantage of a free delivery promotion. These costs will be deducted from the refund. This does not apply if the products have been assembled, partly assembled, or where the original packaging has been discarded
  • If an order has been processed and dispatched from our warehouse but not yet delivered and the consumer would like to change the order, delivery and admin fees might be applicable at Starliche’s discretion even if the customer took advantage of a free delivery promotion for the order. These costs will be deducted from the refund.

6. REFUNDS

Should you be entitled to a refund for any reason as stated above, we will process your refund according to your original method of payment. refund takes up to 7 days.

Return Policy for in store purchase

The full policy as stated above is applicable to purchases made in any Starliche Store. Please read the returns policy below and choose the option that best suits your situation.

1. RETURNING PRODUCTS THAT ARE NOT DEFECTIVE:

If for any reason you wish to return your product/s, you (the customer) may do so within 7 days of delivery/collection, provided the product/s have not been used, are complete, in their original condition, and sealed in the original packaging.  In this case, please follow the steps below:

Step 1 – Contact the relevant store to arrange the return of the goods. Click here for store contact details

Step 2 – Once the goods have been received, our quality control department will inspect them

Step 3 – If approved we will process your credit/refund, which may take up to 7 working days

All the terms as set out in Section 1 for online purchases apply here.

2.  RETURNING PRODUCTS THAT ARE DEFECTIVE OR DAMAGED:

It is the Customer’s responsibility to thoroughly inspect all goods upon collection/delivery before signing that the goods have been received.

If Starliche is delivering your order with our accredited drivers, you have the right to refuse delivery of any product that is visibly damaged on delivery. Please stipulate clearly that you have not received the goods with a brief description of the damage on the delivery note. The driver / delivery company will take the product/s back with them and return them to Starliche. Please contact Starliche immediately to report this.

IMPORTANT TO NOTE: If you are making use of delivery, it is highly advisable to use Starliche accredited drivers only as damages as a result of using third parties will not be credited/exchanged.

Starliche cannot be held liable for any damages that occur after the goods have been accepted by a third party.

If damage to a product/s only becomes apparent after collection / delivery, you have 48 hours to report the damage to Starliche. In these instances the return / replacement of the product is at the discretion of Starliche. Starliche will always endeavor to solve problems with damaged items as speedily as possible. In such a case, please follow the steps below:

Step 1 – Contact the relevant store to report the damaged item/s. Click here for store contact details

Step 2 – Once we have received the goods our quality control department will inspect them

Step 3 – If approved we will replace the items or process the credit/refund, which may take up to 7 working days

All the terms as set out in Section 2 for online purchases apply here.

3.  WARRANTY CLAIMS

All the terms as set out in Section 3 for online purchases apply here. Please follow the steps below:

Step 1 – Contact the relevant store to report the issue. Click here for store contact details

Step 2 – We will request further information and photos to be sent via e-mail

Step 3 – Depending on the validity of the claim we will arrange to collect the product/s (if delivered by Starliche via our delivery service), or for the product to be returned to the store for inspection (if collected by the customer from any Starliche Store)

Step 4 – Once the goods have been received our quality control department will inspect them

Step 5 – If approved we commence with replacement, repair, or credit/refund, which may take up to 7 working days

Please refer to Section 3 for online purchases above for important terms that apply.

4. MATTRESS GUARANTEE AND WARRANTY

All the terms as set out in Section 4 for online purchases apply here. Please read above.

Contact us

  • Unit 4, Kiara Square 12 Esso Road, Montague Garden, 7441, Milnerton, Cape Town, South Africa
  • Telephone: (+27) 084 986 2288
  • E-mail: burcin@starliche.co.za

Subscribe to our Newsletter

Get the latest deals and special offers. Enter your email and subcribe to our newsleter.