Refund & Returns Policy

Effective Date: 11th of May 2025

Last Updated: 11th of May 2025

At Muze, we take great pride in producing premium, custom-made furniture crafted to your exact specifications. Due to the bespoke nature of our products, we have a specific returns policy that aligns with the Consumer Protection Act, 68 of 2008 (South Africa).

1. Custom Orders and Refunds

1.1. All Muze furniture is made to order, based on your selected fabric, configuration, size, and finish. As such, we do not offer refunds or exchanges on custom-made products simply due to a change of mind, incorrect measurements, or aesthetic preferences.

1.2. In terms of Section 20(3)(b) of the CPA, goods that are “made to the consumer’s specifications or clearly personalised” are not eligible for return unless they are defective or not as described.

2. Cancellations

2.1. Orders may only be cancelled within 48 hours of placing the order, provided production has not yet started. After this period, your 50% deposit becomes non-refundable due to materials procurement and scheduling.

2.2. If production has already commenced, the order cannot be cancelled or refunded.

3. Manufacturing Defects or Damage

3.1. If your item arrives damaged or with a manufacturing fault, please notify us within 48 hours of delivery by emailing hello@muze.co.za with clear photos and a description of the issue.

3.2. We will assess the claim and, if valid, will repair, replace, or remake the product at our cost.

3.3. Claims made after 7 days of delivery may not be honoured unless the fault qualifies under our warranty (see Lifetime Frame Guarantee terms).

4. Returns Not Accepted For

• Incorrect measurements provided by the customer.
• Variations in colour, texture, or finish due to natural materials or screen differences.
• Wear and tear, misuse, or failure to follow care instructions.
• Items left unclaimed for more than 30 days after final balance payment is due.

5. Our Guarantee

5.1. All Muze furniture is backed by our Lifetime Frame Guarantee and a 1-year warranty on upholstery and finishes, covering workmanship and material defects under normal use.

5.2. To initiate a warranty claim, please email hello@muze.co.za with your order number and details.

6. Compliance with South African Law

This policy complies with the Consumer Protection Act, 2008 (CPA), which outlines your rights and our obligations regarding product quality, returns, and refunds for South African consumers.

For more information on your rights, you can visit the National Consumer Commission website. https://thencc.org.za/

7. Contact Us

If you have questions or would like to discuss a return or issue with your order, please contact: