Refund policy
RETURNS POLICY
RETURNS & EXCHANGES
At Frans Alexander Home, each piece is carefully curated and handled with the utmost attention to quality and detail. We aim to ensure that every order arrives in impeccable condition and meets your expectations.
By purchasing from Frans Alexander Home, the customer acknowledges and agrees to the terms set out in this Returns Policy.
1. GENERAL RETURNS
Returns will only be considered where:
- the product is damaged upon delivery;
- the incorrect product was supplied; or
- the product contains a manufacturing defect.
All return requests must be submitted in writing within 48 hours of delivery to:
Email: info@fransalexander.co.za
The request must include:
- the order number;
- clear photographs of the product and packaging;
- a description of the issue; and
- proof of purchase.
Frans Alexander Home reserves the right to inspect the item before approving any return, replacement, repair, or refund.
2. CONDITION OF RETURNED ITEMS
Returned items must:
- be unused and in original condition;
- be returned in original packaging where reasonably possible;
- not show signs of wear, installation, misuse, alteration, or damage caused after delivery.
Frans Alexander Home reserves the right to refuse a return if the product does not meet the above conditions.
3. NON-RETURNABLE ITEMS
The following items are non-returnable and non-refundable unless defective:
- custom-made or bespoke items;
- made-to-order furniture or décor;
- sale, clearance, or discounted items;
- gift cards or vouchers;
- fragrance, body, or home care products that have been opened or used.
Due to hygiene considerations, opened body care and fragrance products cannot be returned or exchanged.
4. DELIVERY DAMAGES
Customers are required to inspect all goods upon delivery.
If packaging appears visibly damaged upon arrival, this must be noted with the courier at the time of delivery.
Failure to report transit damage within 48 hours of delivery may affect the outcome of a claim.
5. REFUNDS
Once a return has been approved and inspected, Frans Alexander Home may, at its discretion:
- replace the item;
- repair the item;
- issue store credit; or
- process a refund.
Approved refunds will be processed to the original method of payment within a reasonable processing period.
Original delivery fees are non-refundable unless the return is due to an error on the part of Frans Alexander Home.
6. COLLECTION & RETURN SHIPPING
Where a return is approved:
- Frans Alexander Home may arrange collection of the item; or
- the customer may be instructed to return the item via an approved courier.
Return shipping costs may apply unless the item is defective or incorrectly supplied.
Frans Alexander Home is not responsible for returned items lost or damaged in transit where the customer arranges their own shipping.
7. NATURAL MATERIALS & HANDCRAFTED PRODUCTS
Many Frans Alexander Home products are handcrafted or made using natural materials. Variations in colour, grain, texture, finish, veining, timber movement, or handcrafted detailing are considered part of the character and uniqueness of the product and do not constitute defects.
8. LIMITATION OF LIABILITY
Frans Alexander Home shall not be liable for:
- indirect or consequential damages;
- losses arising from misuse, improper handling, or normal wear and tear;
- delays caused by third-party couriers or suppliers.
Liability is limited to the value of the product purchased.
9. CONSUMER RIGHTS
Nothing in this Returns Policy limits or excludes any rights afforded to consumers under the Consumer Protection Act 68 of 2008 of the Republic of South Africa.
10. AMENDMENTS
Frans Alexander Home reserves the right to amend this Returns Policy at any time without prior notice. Any amendments will become effective upon publication on the website.
CONTACT
For all return, exchange, or refund enquiries, please contact:
Frans Alexander Home
Email: info@fransalexander.co.za
Website: www.fransalexander.co.za
Date of last update: 8 May 2026