Free Online Returns Policy
Buying furniture online is sometimes a leap of faith. One needs to see, and more importantly feel, that what you have ordered is what you expected.
To qualify for free online returns please follow this procedure:
If you are not happy with your furniture at the time of delivery please contact your sales person or our customer service on 0861 Mobelli (0861 662 355) to explain what the issue is. Our delivery team will then re-wrap your furniture in its original packaging and return it back to the warehouse at no extra cost. We will then arrange for a credit or refund, whichever you prefer.
Please note that our normal return policy (detailed below) applies if you wish to return the furniture after the delivery team has left your premises. As such delivery or collection costs will apply.
Free returns are only applicable in the major metro areas of Johannesburg, Cape Town and Umhlanga and only if Mobelli is in control of the delivery.
Quality and damage inspections will be conducted at our warehouse before issuing a credit or refund.
In-store Purchased Returns
At Mobelli we are passionate about customer service. If you want to return the products purchased, we will replace or refund the cost of the item (excluding shipping and processing fees) for a period of 7 days from purchase, on the condition that the product is defective, damaged or not what you ordered.
Should items be delivered and are found to be faulty or defective, Mobelli will replace these items and sort out the issue in line with our guarantee.
The items must be in the original box and in the original condition it was received in to be considered for a return or refund. All returns are examined by our returns department to confirm the reason for the return. Thereafter, you will receive a refund, replacement or credit in line with our findings.
Bulk items (such as furniture items) must be inspected upon delivery and if any fault is found, it must be communicated to our customer service department immediately. Shipping costs on these items are significant and will be for your account. We, therefore, request our customers to be very thorough in checking the items when receiving them.
In the case of a return, you may arrange your own transport to our facility in either Johannesburg or Cape Town. You are not required to use the original delivery company.
Please note that we do not allow returns for reasons such as (but not limited to):
• I don’t like the item(s) anymore
• I thought it would be bigger/smaller and it does not fit in my space
• I don’t like the colour
• I have changed my mind
If you return a product and it is found NOT to be faulty, you will not be entitled for any replacement or credit and the full cost of re-delivering the product back you will be incurred by you.
Our product may require simple assembly and we provide the tools required to do the job. If you do not have the ability to assemble the product correctly, please ensure that you get someone with the necessary capabilities to assist you.
Products which have been customizeded, specially made up for you or are on a sale cannot be returned.
In the event that Mobelli accepts a return or a refund, a 20% handling fee will be charged to the client.
Delivery and Collection Policies
The cost of delivery which will be reflected on checkout. Mobelli will contact you to arrange a convenient time for delivery. No deliveries will be made during weekends or on public holidays. Reasonable endeavours will be made to deliver the product on the arranged time and date.
Circumstances that are unforeseen or beyond Mobelli’s control may result in changes to the agreed delivery date and time of which the customer will be contacted and alternative arrangements will be made.
The customer must ensure that the area for the furniture to be placed is accessible; the customer should also check that all access point is sufficient and that the items will fit through doorways and into lifts. Clear the way for delivery to take place including removing any breakables. If a hoist is required to lift product through windows or over balconies this must be arranged by the customer.
The customer will be charged for additional delivery costs due to failed deliveries, access problems and/or failure to adhere to the appointment time for the delivery/collection.
The customer or person collecting the items must produce the original invoice in order for Mobelli to release the goods proving that this person is authorised to collect the goods. On signing for the collection, the customer agrees that the goods are in good condition. Mobelli will not in be liable for damage that may occur after the products have been handed over, during the loading or whilst in transit. It’s the customer’s responsibility to ensure that a suitable collection vehicle is utilised which accommodates the size of the item in an upright position and that they are loaded and secured to prevent damage. It is recommended that suitable ropes and blankets are used to protect the items during transit.
E&OE (Errors and Omissions Excepted)