Returns, Refunds & Customer Resolution Policy

🤝 Our Approach

At Shelf Space, we understand that from time to time, things may not go exactly as planned.

When this happens, we will take all reasonable and lawful steps to resolve the matter in line with the Consumer Protection Act (CPA). Our goal is always for you to enjoy your order and for any issue to be handled fairly, efficiently and professionally.

We kindly ask that all communication remains calm, respectful and solution-focused so that our team can assist as quickly and effectively as possible.

📦 1. Returns & Refund Eligibility

✔️ Standard Products

You may request a return on a standard product only if:

• You notify us within 7 days of receiving your order

• The product is unused, unassembled and in its original packaging

• All components, including bolts, rails, accessories and parts, are included

• The product is in a clean, complete and resellable condition

❌ Non-Returnable Items

The following items are non-returnable and non-refundable, unless otherwise required by law:

• Custom-made or modified products

• Painted, stained or colour-treated shelving

• Any non-standard configuration made to customer specifications

• Used, assembled, altered or damaged items

• Products without original packaging

• Products that are incomplete or missing components

By placing an order for a custom, modified or non-standard product, you acknowledge that the item is made specifically for you and may not be suitable for resale.

⚠️ 2. Defective, Damaged or Incorrect Goods

If your item arrives damaged, incorrect or defective, please notify us within 7 days of delivery.

To help us review the matter properly, please provide:

• Clear photos of the item

• Photos of the outer and inner packaging

• A short written description of the issue

• Your order number and contact details

Please email the information to:

📧 hello@shelfspace.co.za

Important Conditions

Damage or defect claims must include evidence from the time of delivery where possible.

If no proof is provided, the claim may be declined.

Our dispatch process includes quality checks and, where applicable, CCTV verification to help confirm what was packed and dispatched.

🚚 3. Courier Delivery, Collection & Risk

Customers who choose courier delivery instead of collection acknowledge that:

• The courier is a third-party service provider

• Risk may pass to the customer once the goods leave our premises, where permitted under the CPA

• Courier handling, delays or transit issues may fall outside the direct control of Shelf Space

Shelf Space does not accept liability for courier damage, delays, loss in transit, courier handling or courier conduct, except where the law requires otherwise.

All courier-related claims must be supported by evidence from delivery, including photos of the packaging and item condition.

🔁 4. Return Process

All approved returns must be sent to:

📍 Roma Park
17 Roma Street
Cosmo Business Park
Cosmo City, 1747

📧 hello@shelfspace.co.za

Return Requirements

Approved returned items must be:

• Securely packaged

• Returned with all original components

• Returned with order details clearly included

• Returned in the same condition required for the approved return

Once received, the item will be inspected.

Inspection normally takes 1–2 working days after the item has been received.

The outcome may include replacement, repair, store credit or another resolution in line with the CPA and the specific circumstances of the matter.

💳 5. Refunds & Credits

Refunds are issued as store credit only, unless otherwise required by law.

Delivery fees are non-refundable, unless otherwise required by law.

Return courier costs are for the customer’s account, unless the return is due to a confirmed defect, incorrect item or another matter where the law requires otherwise.

🧱 6. Assembly, Installation & Liability Disclaimer

Shelf Space provides delivery and standard assembly only, where applicable.

Assembly refers to the construction of the shelving unit.

Units are not fixed to walls, ceilings, floors or other structures unless this is specifically requested and agreed to.

If installation, mounting or fixing is requested by the customer, this is done at the customer’s instruction and risk, to the fullest extent permitted by law.

The customer confirms that:

• Surfaces are suitable and structurally sound

• No hidden pipes, cables or other risks exist

• The area is safe and suitable for the requested installation or fixing

• The customer has permission to make the requested changes to the property

Shelf Space accepts no liability, to the fullest extent permitted by law, for:

• Damage to walls, floors, ceilings or property

• Structural damage or failure

• Installation or fixing performed at the customer’s request

• Hidden pipes, cables or unsuitable surfaces

• Indirect or consequential loss

📏 7. Measurements & Size Responsibility

Customers are responsible for ensuring that:

• Measurements provided are accurate

• Selected products are suitable for the intended space

• Access points, doorways, stairs and installation areas are suitable

• The chosen product dimensions meet the customer’s requirements

If incorrect sizes are ordered based on customer measurements, Shelf Space will assist where reasonably possible.

However, the following costs may apply:

• Collection or return courier fees

• Labour charges for modifications

• Redelivery fees

• Reassembly fees

• Replacement or additional parts

All such costs remain for the customer’s account, unless otherwise required by law.

🛠️ 8. Assembly, Handling & Misuse

Shelf Space products are modular shelving systems.

Please note:

• Incorrect assembly may cause damage

• Overloading may cause damage or failure

• Misuse, alteration or improper handling may affect product performance

• Damage after delivery is not automatically considered a defect

• Assembled or used items that are not defective cannot be returned

Customers must use products responsibly and within their intended purpose.

⏳ 9. Storage & Unresolved Returns

Returned items must be resolved within 5 working days after inspection, unless otherwise agreed in writing.

If no resolution, collection arrangement or communication is received from the customer within this period, Shelf Space may take reasonable steps to manage or dispose of the item.

No refund or credit will be issued where the customer fails to complete the return or resolution process, unless otherwise required by law.

Shelf Space accepts no responsibility for long-term storage of unresolved returned items.

⚖️ 10. Consumer Protection Act

This policy is applied in accordance with the Consumer Protection Act.

Nothing in this policy is intended to limit any rights you may have under the CPA.

Where the CPA requires a repair, replacement, refund or other lawful remedy, Shelf Space will comply accordingly.

If you believe your rights are not being upheld, you may contact:

📞 National Consumer Commission
🌐 www.thencc.gov.za

🤝 Final Note

We genuinely want every customer to have a great experience with Shelf Space.

If something goes wrong, we will do everything reasonably and lawfully possible to review the matter and resolve it fairly.

We have a long-standing commitment to helping customers, even when a situation is challenging.

All we ask is that matters are handled with patience, respect and the intention to find a fair solution.