Return Policy

We want every Owl + Fox piece to feel right in your home. This policy explains when and how items bought from shop.owlandfox.co.za can be returned. It is written to comply with the Consumer Protection Act 68 of 2008 ("CPA") and the Electronic Communications and Transactions Act 25 of 2002 ("ECTA"), and it does not limit any rights those Acts give you. Please read it together with our Shipping Policy.

1. Returns for change of mind

Your statutory cooling-off right (7 days). Because your purchase is made online, section 44 of ECTA gives you the right to cancel your order within 7 days of delivery without giving a reason.

Our extended returns window (30 days). In addition to the statutory right above, and as a goodwill policy, we accept returns of in-stock pieces within 30 days of delivery. This extended window does not apply to made-to-order or bespoke pieces (see section 3).

For either option:

• Notify us via our contact page within the applicable period (7 or 30 days) of receiving your order.
• The item must be unused, in its original condition and packaging.
• You are responsible for the direct cost of returning the goods to us.

Once we receive and inspect the item, we will refund the purchase price. Cooling-off refunds are made within 30 days of the date of cancellation; extended-window refunds are made within 14 days of us receiving the returned item. The original delivery fee is refunded for a cancellation under the 7-day cooling-off right where required by law; for a return under the 30-day extended window the original delivery fee is not refunded. The cost of the return shipment is for your account.

2. Defective or damaged goods

Under section 56 of the CPA, all goods carry an implied warranty of quality for 6 months from delivery. If an item is defective, not fit for purpose, or fails within this period through no fault of your own, you may return it and choose one of the following at no cost to you:

• a repair of the item;
• a replacement of the item; or
• a full refund.

If an item arrives damaged, please tell us as soon as reasonably possible after delivery — photographs help us resolve it quickly. We will arrange collection of defective or damaged goods at our expense.

Please note: characteristics inherent to natural and handmade materials — variation in timber grain, leather markings, weave irregularities, and patina that develops with use — are not defects. Damage caused by misuse, neglect, alteration, or ordinary wear and tear is not covered.

3. Items that cannot be returned for change of mind

Unless defective, the following cannot be returned under the cooling-off period or the extended returns window:

• Bespoke and made-to-order pieces manufactured to your specification (including custom sizes, fabrics, and finishes);
• Goods that have been used, installed, altered, or damaged after delivery;
• Gift cards.

4. How to return an item

1. Contact us via our contact page with your order number, the item you wish to return, and the reason.
2. We will confirm the return and provide the return address or arrange collection (for defective goods, collection is at our cost).
3. Pack the item securely — in its original packaging where possible.
4. Once received and inspected, we will process your refund, replacement, or repair.

5. Refunds

Refunds are made to the original payment method. Cooling-off refunds are processed within 30 days of cancellation; extended-window refunds within 14 days of us receiving the return; refunds for defective goods without undue delay once the return is received. We will keep you informed at each step.

6. Exchanges

If you would like a different size, colour, or fabric, contact us within 30 days of delivery for in-stock pieces (within 7 days for made-to-order pieces, which are otherwise non-returnable). Exchanges are subject to stock availability and are handled as a return plus a new order where necessary.

7. Questions

If anything here is unclear, or you are not sure whether your item qualifies, please get in touch via our contact page before sending anything back — we would rather help you first.