1. INTRODUCTION

Reliable Renders Home Deco is committed to providing customers with quality home décor, furniture and related products together with professional customer service.

This Customer Policy establishes the terms applicable to purchases made through our website, social-media channels, telephone, electronic communication, showroom or other approved sales channels.

By placing an order with Reliable Renders Home Deco, the customer confirms that they have had an opportunity to review and understand the applicable product information, pricing, delivery arrangements, payment requirements, cancellation provisions, returns policy and other applicable terms.

This policy is intended to operate in accordance with applicable South African legislation, including the Consumer Protection Act 68 of 2008, the Electronic Communications and Transactions Act 25 of 2002 and applicable privacy legislation. Where a provision of this policy conflicts with a mandatory legal right, the applicable law will prevail.

2. PRODUCT INFORMATION

Reliable Renders Home Deco will make reasonable efforts to ensure that product descriptions, photographs, dimensions, colours, materials, finishes and other specifications displayed on the website are accurate.

Customers should carefully review the product description, dimensions, colour, material, quantity and other specifications before placing an order.

Because furniture and décor may be photographed under different lighting conditions and displayed on different screens, there may be reasonable variations between the appearance of a product on screen and the physical product.

Where a product is handmade, made-to-order, customised or manufactured using natural materials, reasonable variations in colour, grain, texture, stitching or finish may occur.

Such reasonable variations will not automatically constitute a defect.

3. PRICING

All applicable product prices will be communicated to the customer before the order is finalised.

Where applicable, delivery, installation, special-order, customisation or other additional charges will be communicated before the customer is required to complete the transaction.

Reliable Renders Home Deco reserves the right to correct genuine pricing or product-description errors. If an order has been placed at an incorrect price because of an obvious error, the customer will be contacted before the order is processed further.

A quotation or price reservation is subject to the validity period stated on the quotation.

4. ORDERS AND ORDER ACCEPTANCE

An order is considered submitted when the customer has provided the information required to process the purchase and has completed the applicable payment or payment arrangement.

Reliable Renders Home Deco may contact the customer to confirm:

• Product selection;

• Quantity;

• Dimensions or specifications;

• Delivery address;

• Contact details;

• Customisation requirements;

• Availability;

• Payment status; and

• Any other information reasonably necessary to fulfil the order.

An order may not be considered ready for delivery until all required payment conditions have been satisfied and the product is available for dispatch.

For made-to-order or customised products, production may only commence once the required payment or deposit has been received and the customer has approved the relevant specifications.

5. PAYMENT

Customers are responsible for ensuring that all information supplied during the payment process is accurate.

Payment may be made through the payment methods made available by Reliable Renders Home Deco from time to time.

Where an approved instalment or deferred-payment option is selected, the customer's payment arrangement remains subject to the applicable terms governing that payment arrangement.

Reliable Renders Home Deco is responsible for supplying the goods purchased from the business and for handling product-related queries, cancellations, returns and refunds in accordance with this policy and applicable law.

A customer may not treat a dispute regarding goods as automatic permission to disregard payment obligations under a separate payment arrangement.

6. PAYMENT CONFIRMATION AND ORDER PROCESSING

Reliable Renders Home Deco may require confirmation that payment has successfully cleared before an order is released for production, collection or delivery.

A payment instruction, proof of payment or payment authorisation does not necessarily mean that funds have successfully cleared.

Where payment has not been successfully received, Reliable Renders Home Deco may delay processing, collection or delivery until payment has been confirmed.

Customers should retain their order confirmation, invoice and proof of payment for their records.

7. DELIVERY

Reliable Renders Home Deco will communicate the expected delivery period applicable to the customer's order.

Delivery times may depend on:

• Product availability;

• Manufacturing or preparation time;

• Customer approval of specifications;

• Payment clearance;

• Delivery location;

• Availability of delivery vehicles;

• Third-party logistics providers;

• Access to the delivery premises; and

• Circumstances outside the reasonable control of the business.

Customers are responsible for providing an accurate delivery address and appropriate contact details.

The customer must ensure that the delivery location can safely accommodate the product and delivery team.

Where necessary, the customer must advise Reliable Renders Home Deco in advance of stairs, narrow entrances, security restrictions, parking restrictions, elevators, difficult access or other circumstances that may affect delivery.

Additional charges may apply where a customer requests services outside the originally agreed delivery arrangements, provided that such charges are communicated to the customer.

8. DELIVERY INSPECTION

Customers should inspect products upon delivery or collection.

Where reasonably possible, the customer should immediately notify Reliable Renders Home Deco of any visible damage, missing components or incorrect items.

Customers should retain photographs or other evidence where damage or an incorrect product is identified.

Failure to report minor visible issues immediately does not remove rights that the customer may have under applicable consumer-protection legislation.

9. RISK AND CARE AFTER DELIVERY

Once a product has been properly delivered to the customer or collected by the customer, the customer is responsible for taking reasonable care of the product.

Customers should follow any care, cleaning, installation and maintenance instructions supplied with the product.

Reliable Renders Home Deco will not be responsible for damage caused after delivery by:

• Incorrect use;

• Neglect;

• Improper cleaning;

• Accidental damage;

• Alteration or modification;

• Incorrect assembly;

• Exposure to unsuitable environmental conditions;

• Moving the product after delivery without appropriate care; or

• Failure to follow supplied care instructions.

This provision does not limit any statutory consumer rights relating to defective or unsafe goods.

10. COLLECTIONS AND STORAGE

Where a customer has been notified that an order is ready for collection or delivery but is unable or unwilling to receive the order, Reliable Renders Home Deco may arrange reasonable temporary storage.

Unless otherwise agreed in writing, storage charges may apply where goods remain in the business's custody because the customer has failed to arrange or accept collection/delivery after being notified that the goods are ready.

The applicable storage charge will be communicated to the customer.

Where goods remain in storage for an extended period, the customer remains responsible for applicable storage charges and must make reasonable arrangements for collection or delivery.

Reliable Renders Home Deco will take reasonable care of goods held in its custody but cannot accept responsibility for loss or damage arising from circumstances outside its reasonable control.

11. CANCELLATION OF ORDERS

Customers should submit cancellation requests as soon as possible.

Cancellation requests must be made through an approved communication channel and should include the customer's name, order number and reason for cancellation where applicable.

Where an order has not yet entered production or preparation, Reliable Renders Home Deco will assess the cancellation request in accordance with applicable law and the circumstances of the order.

Where a product has already been manufactured, customised, specially ordered or otherwise prepared specifically for the customer, cancellation rights may be affected, subject to applicable consumer legislation.

Nothing in this policy is intended to remove a statutory cancellation or cooling-off right where such right legally applies.

12. CUSTOM-MADE AND PERSONALised PRODUCTS

Certain products may be made, altered, upholstered, sized, coloured or otherwise customised according to a customer's specifications.

Customers are responsible for carefully checking measurements, colours, finishes, fabrics and other specifications before approving production.

Once production of a customised product has commenced, cancellation or return of the product may be restricted where permitted by applicable law.

This does not affect statutory rights relating to defective, unsafe or incorrectly supplied goods.

13. RETURNS

Returns will be handled in accordance with this Customer Policy and applicable South African consumer law.

Ordinary online purchases: For an electronic transaction to which section 44 of the Electronic Communications and Transactions Act 25 of 2002 applies, a customer may cancel the purchase without giving a reason and without penalty within 7 days after receiving the goods. The customer is responsible only for the direct cost of returning the goods.

The 7-day online cooling-off right does not apply to certain transactions excluded by law, including goods made to the customer's specifications, clearly personalised goods, goods which by their nature cannot be returned, goods likely to deteriorate or expire rapidly, and other exclusions provided for in applicable legislation.

To request an online return or cancellation, customers should contact Reliable Renders Home Deco within the applicable return period and provide:

• Order number or invoice;

• Customer name;

• Contact details;

• Product concerned;

• Reason for the return, where applicable; and

• Photographs or other supporting information where relevant.

Goods returned under the online cooling-off right should be returned in a condition that allows the business to receive and assess the goods, subject to the customer's statutory rights and the requirements of applicable law.

A product returned because it is defective, unsafe, not as described or otherwise subject to a statutory consumer remedy will be assessed under the applicable legal requirements and is not limited to the ordinary online return window.

For returns that are not covered by a statutory right, Reliable Renders Home Deco will communicate the applicable return conditions to the customer before approving the return.

14. DEFECTIVE OR FAULTY PRODUCTS

Reliable Renders Home Deco recognises the consumer's statutory rights relating to defective, unsafe or poor-quality goods.

Under section 56 of the Consumer Protection Act 68 of 2008, qualifying defective goods may be returned within 6 months after delivery where the goods fail to meet the applicable quality and safety requirements. The return is without penalty and at the supplier's risk and expense, subject to the requirements of the Act.

Where the statutory requirements are met, the customer may direct that the goods be repaired or replaced, or that the price paid for the goods be refunded, in accordance with applicable law.

If goods are repaired and the same failure or defect has not been remedied within 3 months after the repair, or a further failure or defect is discovered within that period, the applicable statutory remedy will be provided in accordance with section 56 of the Consumer Protection Act.

Customers should not attempt major repairs or alterations to a product before contacting Reliable Renders Home Deco, as this may affect the assessment of the product.

The 6-month statutory defective-goods period does not mean that damage caused by misuse, neglect, unauthorised alteration or other circumstances excluded by applicable law is automatically a manufacturing defect. Nothing in this policy limits any statutory consumer rights.

15. INCORRECT OR INCOMPLETE ORDERS

If Reliable Renders Home Deco supplies an incorrect product, incorrect quantity or materially incorrect specification, the customer should notify the business as soon as reasonably possible.

The business will investigate the matter and, where the error is confirmed, take appropriate corrective action in accordance with applicable law.

Customers should not dispose of packaging, components or accessories associated with the incorrect product until the matter has been resolved, where retaining those items is reasonably possible.

16. REFUNDS

Where a refund is legally required or has been approved under this policy, Reliable Renders Home Deco will process the refund using the original payment method where reasonably practicable, or another appropriate payment method agreed with the customer.

Refunds are processed after the applicable cancellation or return has been approved and, where goods are being returned, after the returned goods have been received and reasonably assessed.

Reliable Renders Home Deco aims to initiate approved refunds within 7 business days after the applicable return or cancellation requirements have been completed. Once initiated, the time for the refund to reflect in the customer's account may depend on the customer's bank or payment service provider.

Where South African law prescribes a specific maximum refund period, that legal period will apply. In particular, where the 7-day electronic-transaction cooling-off right applies, the refund will be made within 30 days of the date of cancellation. The 30-day period is a statutory maximum and Reliable Renders Home Deco will aim to process qualifying refunds sooner where reasonably possible.

Where only part of an order is cancelled or returned, the refund will generally relate to the affected portion of the transaction, subject to applicable law.

Where a transaction was processed through a third-party payment service, Reliable Renders Home Deco may be required to submit the relevant refund or adjustment through that payment system.

A customer will not be required to accept a voucher instead of a legally required monetary refund.

17. DELIVERY DELAYS

Reliable Renders Home Deco will make reasonable efforts to meet communicated delivery periods.

If an order is delayed, the customer may contact the business for an updated delivery status.

Where a delay becomes material, the business will communicate the available options and any rights applicable under South African law.

Customers will not be charged for services that were not agreed to merely because a delivery is delayed.

18. CUSTOMER RESPONSIBILITIES

Customers are responsible for providing accurate information, including:

• Full name;

• Contact number;

• Email address;

• Delivery address;

• Product specifications;

• Measurements where required; and

• Any special delivery instructions.

Customers must ensure that their contact details remain accessible during the order and delivery process.

A customer who provides incorrect information may experience delays or additional costs where those costs are directly caused by the incorrect information, subject to applicable law and prior disclosure.

19. DELIVERY ACCESS AND INSTALLATION

Customers are responsible for informing Reliable Renders Home Deco about access limitations before delivery.

This includes:

• Narrow doorways;

• Staircases;

• Lifts;

• Complexes and security gates;

• Restricted parking;

• Long carrying distances;

• Low ceilings;

• Restricted loading zones; and

• Other access limitations.

Where the product cannot reasonably be delivered because the customer failed to disclose a material access restriction, the business may need to reschedule delivery.

Any additional delivery or handling charge will be communicated to the customer before it is charged where reasonably practicable.

20. PRODUCT CARE

Furniture and décor products require appropriate care.

Customers should:

• Keep products away from unsuitable moisture;

• Avoid excessive heat or direct exposure where applicable;

• Use appropriate cleaning products;

• Avoid placing excessive weight on products;

• Follow manufacturer or supplier care instructions; and

• Avoid unauthorised modifications.

Natural wood, stone, leather, fabric and other materials may change naturally over time.

Normal wear and reasonable material variation should be distinguished from manufacturing defects.

21. COMPLAINTS

Reliable Renders Home Deco aims to resolve customer complaints fairly and efficiently.

Customers should submit complaints through the official business contact channels and provide enough information for the business to investigate the matter.

A complaint should, where possible, include:

• Customer name;

• Order or invoice number;

• Date of purchase;

• Product concerned;

• Description of the complaint;

• Photographs or supporting documentation where applicable; and

• The resolution requested.

Reliable Renders Home Deco will review the complaint and communicate the outcome or next steps.

The business will not prevent a customer from exercising any lawful consumer rights or pursuing an appropriate external dispute-resolution or regulatory process.

22. DISPUTE RESOLUTION

Reliable Renders Home Deco encourages customers to first contact the business directly so that complaints can be investigated and resolved efficiently.

Where a dispute cannot be resolved directly, the customer retains any rights available under applicable South African law to approach an appropriate consumer-protection or dispute-resolution body.

23. PRIVACY AND PERSONAL INFORMATION

Reliable Renders Home Deco will handle customer information in accordance with applicable privacy laws and its applicable Privacy Policy.

Customer information may be used where reasonably necessary to:

• Process orders;

• Process payments;

• Arrange deliveries;

• Communicate with customers;

• Handle returns and refunds;

• Prevent fraud;

• Maintain business records;

• Comply with legal obligations; and

• Provide customer support.

Customers should not provide unnecessary sensitive information when contacting the business.

24. WEBSITE AND ELECTRONIC COMMUNICATION

Customers agree that electronic communication may be used for order confirmations, invoices, delivery notifications, customer-service correspondence and other transaction-related communication.

Customers are responsible for ensuring that the email address and contact information supplied to Reliable Renders Home Deco are accurate.

Customers should retain electronic copies of important transaction records.

South African e-commerce requirements contemplate that consumers should receive sufficient information about the supplier, goods, pricing, delivery arrangements, payment, cancellation, return and refund procedures and complaint mechanisms.

25. WEBSITE CONTENT

Reliable Renders Home Deco makes reasonable efforts to maintain accurate website information.

However, photographs, descriptions, availability information and other website content may occasionally contain errors or require updating.

Where an error materially affects an order, Reliable Renders Home Deco will communicate with the customer and take appropriate action in accordance with applicable law.

26. THIRD-PARTY SERVICES

Reliable Renders Home Deco may use third-party service providers for payment processing, delivery, logistics, website hosting, communication or other business functions.

Where a third-party service is used, customers remain entitled to raise product, delivery, cancellation, return or refund matters with Reliable Renders Home Deco where those matters concern goods purchased from the business.

27. FRAUD PREVENTION

Reliable Renders Home Deco reserves the right to conduct reasonable verification procedures where an order appears suspicious, fraudulent or inconsistent with normal transaction activity.

Where an order cannot reasonably be verified, the business may delay processing while the matter is investigated.

Nothing in this provision permits the business to unfairly discriminate against customers or to disregard applicable consumer rights.

28. LIMITATION OF LIABILITY

Reliable Renders Home Deco will not be responsible for losses caused solely by circumstances outside its reasonable control, including certain events such as natural disasters, severe disruptions, infrastructure failures, unlawful acts of third parties or other extraordinary circumstances.

Nothing in this policy excludes or limits liability or consumer rights where such exclusion or limitation is prohibited by South African law.

29. FORCE MAJEURE

Where circumstances outside the reasonable control of Reliable Renders Home Deco materially affect production, supply or delivery, the business may experience delays.

The business will make reasonable efforts to communicate significant delays and provide an updated position to affected customers.

30. POLICY CHANGES

Reliable Renders Home Deco may update this Customer Policy from time to time to reflect changes in its products, services, business processes or applicable law.

The version applicable to a transaction will generally be the version presented to the customer before or at the time the transaction was concluded, subject to mandatory legal requirements.

31. CUSTOMER ACCEPTANCE

By placing an order with Reliable Renders Home Deco, the customer confirms that they have had a reasonable opportunity to review the applicable terms and conditions and understand the policies governing their purchase.

Where applicable, customers will be required to actively accept the applicable terms before completing an online transaction.

The business should ensure that the terms are displayed prominently and are accessible before the transaction is concluded. This is particularly important for online sales.

32. CONTACT INFORMATION

For orders, delivery enquiries, returns, refunds or complaints, customers should use the official contact details :

Admin : 0678391798

Customer Care : 0682662999

Email : reliablerenders@gmail.com

Customers should quote their order number or invoice number when contacting Reliable Renders Home Deco regarding an existing purchase.

33. IMPORTANT LEGAL NOTICE

This Customer Policy is intended as a practical business policy and should be reviewed against Reliable Renders Home Deco's actual business operations, website checkout process, delivery arrangements and product categories before publication.

Nothing in this policy is intended to contract out of a consumer right that cannot legally be excluded or limited under South African law.

Where this policy and mandatory South African consumer legislation differ, the applicable legislation will prevail.

Reliable Renders Home Deco reserves the right to administer this policy fairly, transparently and consistently while respecting applicable consumer rights.