Terms of service

These terms apply to every order with Pencil and Oak (Pty) Ltd (registration number 2018/443978/07), trading as Pencil & Oak, online or in store. Placing an order, paying a deposit or buying a piece means you accept them. They can only be changed in writing by a Pencil & Oak manager or director.

1. Orders and pricing

  • Product information is given in good faith; errors and omissions excepted. We may correct pricing errors and refuse or cancel an affected order.
  • Prices include VAT and may change without notice. Written quotations are valid for 7 days.
  • Colours and textures can look different on screen; see samples in store or request swatches.
  • Please give accurate contact and delivery details. Invoices and notices may be sent by email.

2. Payment and deposits

  • We accept EFT, cash deposits made directly into our bank account, Payfast, PayJustNow, Yoco, and all major credit and debit cards. We don't accept cash in store.
  • Made-to-order pieces need a 50% deposit; production starts once it clears, and lead times run from that date.
  • The balance must be paid before delivery or collection. Delivery fees are paid C.O.D. before offloading.
  • Deposits on custom orders are non-refundable.
  • We don't offer lay-by.

3. Delivery and collection

As set out in our Shipping & Collection Policy. Risk passes to you when the goods are delivered or leave our store. Delivery dates are estimates, and we're not liable for losses caused by reasonable delays. Orders not collected or accepted within 2 months may be cancelled, with the deposit forfeited plus a R 500 admin fee and storage costs.

4. Returns and refunds

As set out in our Returns & Refunds Policy.

5. Warranty

  • Every piece carries a one-year warranty against structural defects under normal home use, from the date of delivery or collection. Keep your invoice; the warranty can't be transferred.
  • Valid claims are repaired free of charge; if repair isn't possible we replace the piece, or give store credit if it's no longer made.
  • In the first 6 months your rights under the Consumer Protection Act apply and we cover assessment, repair or replacement. After 6 months, pieces are brought to the store of purchase and transport costs are yours.
  • Not covered: commercial or short-let use, normal wear, foam settling, fabric stretching, fading from sunlight, misuse or neglect, incorrect cleaning, pests, and changes made by others.
  • To claim, contact your store with your invoice number, address, clear photos and a short description.

6. Natural materials

Every piece is handmade, so no two are identical and specifications may be refined over time. Oak shows grain, knots and colour variation and will mellow with light and age. Leather shows natural marks and shade differences, softens, and fades over time. These are characteristics of natural materials, not defects. Follow our care guide to keep your pieces at their best.

7. Bespoke & design services

  • A 50% deposit on the design fee is payable before work starts.
  • Two rounds of revisions are included; further revisions are charged at a flat hourly rate.
  • Depending on scope, up to five site visits are included; extra visits are charged at a flat hourly rate.
  • Custom Piece design fees are credited in full against the build if you go ahead; Room Fit-Out fees are credited in part or in full depending on scope.
  • Pieces sourced from other suppliers carry a procurement or coordination fee.

8. Using our website

You may not misuse the site, copy its content or images without permission, or try to break its security. Third-party tools and links are used at your own risk. Personal information is handled under our Privacy Policy.

9. Liability and disputes

To the extent the law allows, our liability is limited to repairing, replacing or refunding the piece concerned. These terms are governed by South African law. If we can't resolve a complaint together, it may be referred to the Consumer Goods and Services Ombud.

10. Contact

info@pencilandoak.co.za · WhatsApp +27 63 727 4575 · 11 Viben Ave, Brackenfell Industrial, Cape Town, Western Cape, 7560, South Africa