Refund policy
Wag ń Bietjie Returns & Refund Policy
Last Updated: 26 June 2026
At Wag ń Bietjie, every piece is handcrafted with care using reclaimed pallet wood. We
take pride in creating furniture that is built to last while embracing the natural character
and history of reclaimed materials.
Because every product is made to order, we encourage customers to read this policy
carefully before placing an order.
1. Our Commitment
We want you to be genuinely happy with your purchase.
If something isn’t right, we’ll work with you to find a fair solution as quickly as possible.
2. Made-to-Order Products
Most Wag ń Bietjie products are made specifically for each customer after an order is
placed.
Once production has started, an order cannot be cancelled simply because you have
changed your mind.
If you need to cancel an order before production begins, please contact us as soon as
possible. If production has not yet started, we may approve the cancellation and issue a refund, less any non-recoverable costs already incurred (such as custom materials or
transaction fees where applicable).
3. Changing Your Order
If you’d like to change your order after it has been placed, we’ll do our best to help.
Changes can only be accommodated if production has not yet reached the stage where the requested changes are no longer practical.
Additional costs and revised lead times may apply.
4. Returns
If you believe your product has arrived damaged, is defective, or is materially different
from what you ordered, please contact us within 48 hours of delivery.
Please include:
- your order number;
- a description of the issue;
- clear photographs of the product;
- photographs of the packaging;
- photographs of any visible courier damage.
Prompt reporting helps us investigate and resolve the issue quickly.
5. Damaged During Delivery
Although every order is carefully packaged, damage can occasionally occur during
transport.
If your order arrives damaged:
- retain all packaging;
- do not attempt repairs;
- notify us within 48 hours.
Depending on the circumstances, we may:
- repair the product;
- replace the product;
- arrange collection;
- offer an appropriate refund where required.
6. Manufacturing Defects
If a product contains a manufacturing defect, we will assess the issue and, where
appropriate:
- repair the product;
- replace the affected component;
- replace the entire product; or
- provide a refund where required by applicable law.
7. What Is Not Considered a Defect
Because our furniture is handcrafted from reclaimed pallet wood, the following are
considered normal characteristics and are not defects:
- colour variation;
- grain variation;
- nail holes;
- knots;
- filled imperfections;
- small surface texture differences;
- rustic markings;
- slight variations between products;
- minor dimensional tolerances;
- natural expansion and contraction of timber over time.
These features are part of the unique character of reclaimed wood.
8. Incorrect Orders
If we have supplied the wrong product, finish or size, please notify us within 48 hours of delivery.
We’ll arrange the appropriate remedy at no additional cost to you.
9. Change of Mind
Because our furniture is made to order, we generally cannot accept returns simply
because:
- you changed your mind;
- the colour differs slightly from your screen;
- you no longer require the item;
- the furniture does not fit through doors, stairways, gates or lifts due to
measurements not being checked before ordering.
We encourage customers to carefully review all product details before purchasing.
10. Customer Responsibilities
Before placing an order, customers should ensure:
- all measurements are correct;
- sufficient access exists for delivery;
- product specifications meet their requirements.
If you’re unsure, please contact us before ordering—we’re happy to help.
11. Return Shipping
Where a return is approved due to a manufacturing fault or our error, Wag ń Bietjie will
arrange or cover the reasonable cost of return shipping.
Where a return is approved for any other reason permitted by law, return shipping costs may be the responsibility of the customer.
12. Refunds
Once a returned item has been inspected, we’ll notify you of the outcome.
If a refund is approved, it will be processed using the original payment method.
Please allow approximately 5–10 business days for your financial institution to
complete the transaction after we have processed it.
13. Repairs
In some situations, repairing a product is the quickest and most sustainable solution.
Where appropriate, we may offer repair before replacement.
14. Replacement Products
If a replacement is required, the replacement item will be manufactured according to our current production schedule.
Lead times may therefore apply.
15. Bulk Orders
Returns for bulk or commercial orders may be subject to separate agreements
established before production begins.
Any agreed terms will take precedence over this policy where permitted by law.
16. Warranty Exclusions
Our warranty does not cover damage resulting from:
- misuse;
- neglect;
- improper storage;
- accidents;
- modifications made after delivery;
- improper cleaning methods;
- exposure to fire;
- prolonged standing water;
- chemical damage;
- abuse;
- commercial use unless specifically agreed.
17. Caring for Your Furniture
Proper care helps your furniture last for many years.
We recommend:
- keeping products clean and dry;
- wiping spills promptly;
- avoiding prolonged exposure to standing water;
- following any care instructions supplied with your order.
18. Questions
If you’re unsure whether your situation qualifies for a repair, replacement or refund,
please contact us.
We’ll always do our best to find a fair and practical solution.
Consumer Rights
Nothing in this Returns & Refund Policy limits or excludes any rights available to
consumers under applicable South African consumer protection legislation.
Where the law provides greater protection than this policy, the law will apply.
We build furniture to be enjoyed for years, not just delivered. If something isn’t right,
we’d much rather have a conversation and make it right than leave you disappointed.