Refund & Returns Policy

Processing Time

• In-stock items: 2–5 working days
• Custom / made-to-order items: 2–8 weeks (depending on project size)
• Large furniture pieces: Lead time confirmed after order

We send your order directly from our premises in Tzaneen to your door using the Courier Guy.

CUSTOM ORDERS

Shipping cost will be calculated once the product is finished. Shipping cost is excluded from the custom order quotation send to the customer. Customer is liable for the shipping costs from the  Whitakers Woodworx premises in Tzaneen. Whitakers Woodworx cannot be held liable for any damage during shipping.

INTERNATIONAL ORDERS

All shipping costs and relevant information will be communicated to the customer with all international orders. Shipping costs is not included in the product price.

Returns & Refunds Policy

ONLINE

We allow products to be returned within 7 days of a customer receiving their parcel. This must be reported to Whitakers Woodworx (Pty) Ltd. by email to info@whitakerwood.co.za within 24 hours from receiving the parcel. The return shipping bill is for the customer’s account and the parcel has to be sent directly to the Whitakers Woodworx (Pty) Ltd premises within the stipulated time-frame (7 days). We only accept goods for return that are still intact and in their original packaging (sealed and closed, where relevant). The items will be assessed once received at Whitakers Woodworx (Pty) Ltd to determine the outcome.

A 10% surcharge will be deducted from the amount paid when doing a return. Our online system deducts this amount for each online purchase. Only an in-store credit will be given for returns for 90% of the paid amount. No cash refund will be given in this regard.

In the event of a wrongly ordered item, the customer will receive a voucher that can be used to buy another item of preference on the Whitakers Woodworx online store. This is only applicable to orders that has not yet been shipped. No refunds will be given in this event.

If products are received in a damaged condition – please refer to our Shipping Policies for more information on refunds and/or replacements in this regard.

For all custom orders full payment is required in advance. No refunds will be given on any custom order. All custom orders must be e-mailed to info@whitakerwood.co.za, together with all the necessary measurements and specifications that is required by the customer. Verbal instructions, to alter any specifications, will not be accepted. Once production has commenced, no alterations can be made to any custom order. It is the sole responsibility of the customer to ensure that all measurements and specifications given, are correct and within the required guidelines. For any structural timber, the onus is on the customer to get the correct specifications from a certified structural engineer. These specifications should be e-mail to info@whitakerwood.co.za It is the sole responsibility of the customer to be conscious of all requirements and restrictions that there might be in the case of a HOA when building in an enclosed estate. Whitakers Woodworx (Pty) Ltd cannot be held liable for this.

Wood is a living material and may:

• Expand and contract with humidity
• Develop minor surface checks or hairline cracks
• Change colour over time
• Have natural grain variation

These are inherent characteristics of solid hardwood and are not defects.

Whitakers Woodworx is not liable for:

• Natural timber movement
• Environmental damage
• Improper installation by third parties
• Minor surface changes due to climate