Refund policy

Last updated: 9 November 2026

Most Pencil & Oak furniture is made for you, so what you can return depends on what you bought. This voluntary policy is in addition to your rights under the Consumer Protection Act and, for online orders, the Electronic Communications and Transactions Act. It doesn't replace them.

In-stock pieces

  • Ask for a change-of-mind return within 7 days of receiving your order by emailing info@pencilandoak.co.za with your order number.
  • The piece must be unused, undamaged and in its original packaging.
  • Where a voluntary return is because a piece doesn't fit your space, a 20% handling fee may apply where agreed and allowed by law. It never applies to a cancellation the law lets you make without penalty.

Made-to-order and custom pieces

Pieces made to your size, leather, fabric, finish or design are personalised for you, so they can't be returned for a change of mind where the law allows this exception. If you cancel one, we may keep an amount that covers the work already done and our reasonable costs, as allowed by law. Faulty or incorrectly supplied pieces are always covered.

Sale, clearance and display pieces

We'll point out any cosmetic marks before you buy. Those disclosed marks may affect a voluntary return, but a discount never takes away your rights for defects we didn't disclose.

Getting the piece back to us

Bring the piece to the store you ordered from at no charge. If we collect a voluntary return, we'll tell you the collection fee first. Returns for qualifying defects follow the cost rules set by law.

Refunds

Once we've inspected and approved a return, we'll refund you as the law requires, usually by EFT within 14 days of approval.

Faulty or damaged pieces

Please let us know as soon as possible with your order number and clear photos. Within the first six months you can choose a repair, replacement or refund where the Consumer Protection Act applies. Every piece also carries a one-year manufacturer's warranty against structural defects; see our Terms of service.

Questions? Email info@pencilandoak.co.za or WhatsApp +27 63 727 4575.