Refund policy

VALUE BED FACTORY SHOP

## RETURNS, REFUNDS & EXCHANGES POLICY

**Last Updated: 17 September 2026**

At **Value Bed Factory Shop**, we are committed to providing quality mattresses, beds and bedroom furniture at exceptional value. We understand that circumstances may arise where you need to return or exchange a product.

This policy sets out the circumstances under which returns, exchanges and refunds may be processed.

### 1. General Returns

Customers may request a return where the product qualifies under this policy and applicable South African consumer protection legislation.

Products returned must, where applicable:

* Be unused and in their original condition.

* Be free from stains, marks, damage, odours, pet hair or other signs of use.

* Be returned with the original packaging where reasonably possible.

* Include all accessories and components supplied with the product.

* Be accompanied by proof of purchase/order number.

We reserve the right to inspect returned products before approving a return, exchange or refund.

### 2. Change-of-Mind Returns

For online purchases, customers may have cancellation rights provided for under applicable South African law, including the **Electronic Communications and Transactions Act (ECTA)** where applicable.

Where a customer exercises a statutory cooling-off right, the product must be returned in accordance with the applicable legal requirements.

**Mattresses and bedding products that have been removed from their protective packaging or used may not be eligible for return due to hygiene considerations**, except where the product is defective or otherwise covered by the customer's statutory rights.

Customers are responsible for taking reasonable care of products while they are in their possession.

Where a return is permitted due to a change of mind, any applicable collection, delivery or return costs may be deducted from the refund where permitted by law.

### 3. Defective or Damaged Products

If your product arrives damaged or has a manufacturing defect, please contact us as soon as possible.

Customers should provide:

* Order number or proof of purchase;

* A description of the problem;

* Clear photographs and/or videos showing the damage or defect; and

* Photographs of the packaging where relevant.

We will assess the issue and, where appropriate, arrange for the product to be repaired, replaced or refunded in accordance with applicable consumer protection legislation.

**Customers should not dispose of damaged products or packaging before Value Bed Factory Shop has completed its assessment.**

### 4. Incorrect Product or Incorrect Size

If you receive a product that differs from what you ordered, please contact us immediately.

Where Value Bed Factory Shop supplied the incorrect product, we will arrange an appropriate remedy in accordance with applicable law.

Customers are responsible for carefully checking their selected:

* Mattress size;

* Bed size;

* Colour;

* Fabric;

* Configuration;

* Quantity; and

* Other product specifications

before completing an order.

Where the customer ordered the incorrect size or specification, the return or exchange will be considered according to the circumstances and applicable law.

### 5. Made-to-Order and Custom Products

Certain products may be manufactured, upholstered or specially ordered according to the customer's specifications.

These may include:

* Custom headboards;

* Custom pedestals;

* Special-order furniture;

* Specific fabric or colour selections; and

* Other personalised or made-to-specification products.

Because these products are produced specifically for the customer, **change-of-mind cancellations or returns may not be accepted once production has commenced**, subject always to the customer's rights under applicable South African consumer protection legislation.

### 6. Mattress Comfort and Firmness

Mattress comfort is subjective and may vary from person to person.

A mattress selected as **ultra-plush, plush, medium, firm or extra-firm** based on the customer's preference does not automatically constitute a product defect simply because the customer finds the mattress uncomfortable after purchase.

Customers are encouraged to carefully review the product description and specifications before purchasing.

This provision does not limit any statutory rights relating to defective, unsafe or incorrectly supplied products.

### 7. Returns Due to Delivery Damage

Customers should inspect their order upon delivery where reasonably possible.

If visible damage is identified, please:

1. Take photographs of the product and packaging;

2. Note the damage with the delivery driver/courier where possible; and

3. Contact Value Bed Factory Shop as soon as reasonably possible.

For serious damage, please contact us before using or assembling the product.

### 8. Refunds

Once a return has been received and assessed, Value Bed Factory Shop will process any approved refund in accordance with applicable law.

Refunds will generally be made using the original payment method where reasonably possible.

Depending on the payment provider and banking institution, it may take additional business days for the refunded amount to reflect in the customer's account.

### 9. Return Collection

Where Value Bed Factory Shop is responsible for arranging a return, we may arrange collection through a third-party courier or logistics provider.

Because mattresses, beds and bedroom furniture are large and heavy items, collection arrangements may require additional time.

Customers must ensure that the product is appropriately packaged and accessible for collection where required.

### 10. Products Not Eligible for Return

Subject to statutory consumer rights, returns may not be accepted for products that:

* Have been used;

* Are damaged after delivery due to customer misuse;

* Have been stained or soiled;

* Have been modified or altered;

* Have been assembled incorrectly;

* Are missing components;

* Have been manufactured specifically according to the customer's specifications; or

* Have been removed from protective hygiene packaging where applicable.

### 11. Refund Exclusions

A refund may be refused or adjusted where permitted by law if a returned product has been damaged, used, soiled or otherwise handled beyond what is reasonably necessary to inspect the product.

Nothing in this policy is intended to remove, restrict or waive any rights that consumers have under South African consumer protection legislation.

### 12. How to Request a Return or Refund

To request a return, exchange or refund, please contact us:

**Value Bed Factory Shop**

📧 **[valuebedfactoryshop@outlook.com](mailto:valuebedfactoryshop@outlook.com)**

📞 **076 810 6337**

🌐 **[www.valuebedfactoryshop.co.za](http://www.valuebedfactoryshop.co.za)**

Please include:

**Subject:** Return/Refund Request – [Order Number]

Your email should include:

* Full name;

* Order number;

* Date of purchase;

* Product purchased;

* Reason for the return;

* Photographs/videos where applicable; and

* Your preferred resolution, where appropriate.

Our team will review the request and provide the next steps.

### 13. Consumer Rights

Value Bed Factory Shop respects the rights of consumers under applicable South African legislation, including the **Consumer Protection Act 68 of 2008 (CPA)** and **Electronic Communications and Transactions Act 25 of 2002 (ECTA)**, where applicable.

Nothing contained in this policy is intended to exclude or limit any consumer right that cannot legally be excluded or limited.

### 14. Policy Changes

Value Bed Factory Shop reserves the right to update this Returns, Refunds & Exchanges Policy from time to time.

The latest version published on our website will apply to future purchases, subject to applicable law.

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🌐 [www.valuebedfactoryshop.co.za](http://www.valuebedfactoryshop.co.za)