At Western Furniture, we strive to ensure that our customers are satisfied with every purchase. If you are not completely satisfied with a product, this Returns & Refunds Policy explains your rights and the procedures for returning items, requesting exchanges, or obtaining refunds
1. Scope of this Policy
This policy applies to all purchases made through the Western Furniture website and applies only to deliveries within Botswana.
2. Return Eligibility
Customers may request a return or exchange within 7 days of receiving their order, provided that the item:
- Is unused and in its original condition.
- Is free from damage caused after delivery.
- Is returned with all original packaging, manuals, and accessories.
- Is accompanied by proof of purchase, such as an invoice or receipt.
Western Furniture reserves the right to inspect all returned items before approving a refund or exchange.
3. Non-Returnable Items
Returns or exchanges will generally not be accepted for:
- Products manufactured to customer specifications.
- Items damaged due to misuse, negligence, improper assembly, or improper installation by customer.
- Products altered or repaired by unauthorized persons.
4. Damaged, Defective, or Incorrect Products
Customers must inspect products upon delivery.
If a product is:
- Damaged during delivery.
- Defective upon arrival.
- Missing parts or accessories; or
- Incorrectly supplied,
the customer must notify Western Furniture within 48 hours of delivery.
Customers may be required to provide:
- Photographs of the product.
- Photographs of the packaging.
- A copy of the invoice or receipt; and
- A description of the issue.
Upon verification, Western Furniture may:
- Repair the product.
- Replace the product.
- Exchange the product; or
- Issue a refund.
5. Change-of-Mind Returns
If a customer changes their mind after purchase, Western Furniture may accept a return at its discretion provided that:
- The product has not been used.
- The product remains in resaleable condition.
- The product is returned in its original packaging.
In such cases:
- Collection or return transport costs may be charged to the customer.
- Original delivery fees are generally not refundable.
6. Return Process
To request a return, exchange, or refund:
- Contact Western Furniture Customer Service.
- Provide your order number and proof of purchase.
- Provide details of the reason for the return.
- Submit any supporting photographs where requested.
- Await confirmation and return instructions.
No items should be returned without prior authorization from Western Furniture.
7. Collection and Return Delivery Charges
Where a return is approved due to:
- A defective product.
- A damaged product.
- An incorrect product supplied by Western Furniture.
Western Furniture will arrange collection or cover reasonable return delivery costs.
Where a return is requested for any other reason, the customer may be responsible for return transportation costs.
8. Furniture Returns
Furniture products must be returned:
- In their original condition.
- Without stains, scratches, tears, or damage.
- With all supplied fittings and components.
Furniture that has already been assembled may be subject to inspection before a return is approved.
9. Electrical Appliances Returns
Electrical appliances must be returned:
- With all accessories, manuals, and packaging.
- Without signs of misuse or unauthorized repair.
- In accordance with any applicable manufacturer warranty conditions.
Products showing evidence of improper installation, misuse, power surge damage, or unauthorized modifications may not qualify for refund, exchange, or warranty consideration.
10. Refunds
Once a returned product has been inspected and approved, Western Furniture will process the refund.
Refunds may be issued throughÂ
- Credit/debit card reversal
Refund processing times may vary depending on banking and payment service providers.
11. Exchanges
Customers may request an exchange for:
- A different colour.
- A different size.
- A different model; or
- An alternative product of equal or greater value.
Any price difference must be paid before the replacement product is dispatched.
12. Promotional and Sale Items
Items purchased during promotional campaigns or sales may be returned only if:
- Defective.
- Damaged during delivery; or
Special promotional conditions may apply to selected products.
13. Warranty Claims
Where a product is covered by a manufacturer's warranty, claims will be handled in accordance with the applicable warranty terms.
Customers may be required to provide:
- Proof of purchase.
- Product serial number (where applicable)
- Photographs
14. Right to Refuse Returns
Western Furniture reserves the right to refuse returns, exchanges, or refunds where:
- The return request falls outside the stated return period.
- The product has been used improperly.
- The product has been intentionally damaged.
- Proof of purchase cannot be provided.
- The return does not comply with this policy.
15. Contact Information
For returns, exchanges, or refund requests, please contact: