Refund policy

At House of JH, every piece of furniture is crafted with care, often customised to your unique requirements. Because of this, our return and refund process differs from standard retail.

1. Returns Window

We have a 7-day return policy, which means you have 7 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unused, undamaged, and with all parts and accessories included. Proof of purchase such as a receipt or invoice will also be required.

To start a return, you can contact us at info@jhfurniture.store. Please note that returns must be arranged directly with our team. Items sent back to us without first requesting a return will not be accepted.

2. Damages and Issues

Please inspect your order upon delivery and contact us within 48 hours if the item is defective, damaged, or if you receive the wrong item. We will evaluate the issue and arrange a repair or replacement.

3. Refunds & Returns

We do not offer refunds for “change of mind” or incorrect measurements provided by the client. Refunds will only be considered in the following cases: the item is defective or damaged upon delivery, or the item delivered is substantially different from what was ordered in size, design, or fabric.

To qualify, issues must be reported within 48 hours of delivery. Proof in the form of photos or videos must be provided. We may arrange an inspection or repair before approving a refund or replacement.

4. Exceptions / Non-Returnable Items

Because all of our furniture is custom-made to order, items cannot be returned. This includes all custom furniture pieces such as special orders, personalized sizing, fabrics, or finishes. We also do not accept returns on clearance or sale items, or on gift cards. Please note: a return, in the case that it is approved, does not constitute a refund.

5. Cancellations

Orders may be cancelled within 48 hours of placement for a full refund of the deposit. After 48 hours, deposits are non-refundable as materials and labour are already allocated to your order.

6. Exchanges

We do not offer direct exchanges on custom furniture. If there is an issue, we will work with you to repair, adjust, or replace the item where reasonable.

7. Refund Processing

Once your return has been received and inspected, we will notify you if the refund is approved. If approved, you will be refunded on your original payment method within 7 to 10 business days. Delivery fees are non-refundable once a delivery has been attempted. If more than 15 business days have passed since your refund was approved, please contact us at info@jhfurniture.store

8. Warranty Terms

Our products come with a 5-year warranty on the frame, a 2-year warranty on foam, fabric, leather, and upholstered components, and a 1-year workmanship warranty from date of delivery.

In the unlikely event that any manufacturing or structural issue occurs within the applicable warranty period, House of JH will repair the affected product free of charge.

This warranty is subject to standard residential use and does not cover damage caused by misuse, negligence, improper cleaning methods, third-party handling, pet damage, moisture exposure, or normal wear and tear over time.

As all our furniture is handmade and custom manufactured, slight variations in wood grain, fabric texture, stitching, and finish may naturally occur and are not considered defects.

All warranty claims remain subject to House of JH’s standard terms and conditions, as well as the terms outlined in our terms of sale.

For any return, damage, or refund queries you can reach us at info@houseofjh.co.za
or by phone/WhatsApp at +27 67 2170096.