REFUNDS & RETURNS POLICY
Proof of purchase
To obtain a exchange or to repair a product that you have purchased with us, you must provide us with proof of your purchase. Proof of purchase includes,
Receipt for online purchases.
We will make every effort to locate transaction receipts through our system if you have lost or misplaced your tax invoice, we will only accept a bank or credit card statement if the amount on that statement directly corresponds to the amount for which the product in question was purchased.
Defective or damaged goods
Please choose the items carefully, we do not normally give you refunds or accept the return if you simply change your mind or make a wrong decision. But you are entitlement to a repair or replacement for defective or damaged goods is outlined in our Quality Guarantee. All Manufacture faults or defects should be reported to our store within 24 hours after been delivered to you.
Please be aware that if a product is to be returned, the buyer is responsible for paying for the return shipment & 20% restocking fee, please note that we will not approve or accept return or offer refund, if the item arrived to you later that you had expected.
Sustained damage due to inappropriate use of goods cannot be considered for refund or exchange. And also No warranty cover for bed frame/sofas leather, fabric, mis-stitching on mattress, Comfort preference, Mattress firmness, sagging less than 6 cms & for all floor stocks purchases. Please note NO Warranty cover for any floor stock & Clearance Sale item purchases or No returns accepted. Body Impression - The comfort layers of a mattress naturally conforms to your body and often results in impressions (upto 3-5 cms impression is normal for any mattress). Warranty cover for Structure of the product (Outdoor Sofas - No warranty cover for Wicker/Rattan).These body impressions are normal and therefore do not mean the mattress is defective. To prevent excess body impressions you must rotate your mattress every 3 months – as more then 90% of mattresses are one-sided. Adjustment Period:
No returns or refund for damage due to abuse, Change of mind, (remember mattresses take 20-30 days to adjust to your sleep posture and comfort level, so please keep in mind the spring system is new at time of purchase). As with a new pair of shoes, after so many uncomfortable years on your old bed it may take time for your body to get accustomed to your new mattress. This period of adjustment varies, from as brief as one week, but normally takes 2 to 4 weeks to get fully used to your new mattress as your muscles and joints recondition themselves. For Latex & Memory Foam Mattress - Normal change in softness & recovery time in these materials with time. this does not affect the relieving qualities of these mattresses.
It is Buyer's responsibility to check the product from our display store before purchase. Our warehouse team will take a final call for any damage claims. Citylife Furniture wants you to love your new furniture, If the product does not match its advertised description, kindly let us know and we will do what we can to assist.
To claim under a Warranty or a consumer guarantee, you must return the product for repair/inspection to the store of purchase, and pay for the associated costs(Delivery fee). We can arrange a replacement/repair after the item has been returned or store credit to the equivalent value of the returned product in actual box condition.
How to claim warranty or return/exchange my order?
We are committed to provide you the excellent first-class customer satisfaction with the Quality products at unbeatable prices & pride. If your purchased item arrives or presents with damage or a fault, please email or contact our sales team in-store with the below information;
Please remember, refunds or returns accepted where the product is returned undamaged, in its original condition as it delivered with the packaging, assembly instructions and accessories. 20% restocking fees applies for change of mind.
For Warranty or damage claims, Please forward below details with the proof of receipt or tax invoice
A detailed description of the damage or fault; and
Photos (or video, where appropriate) showing the damage or fault.
Cancellation of any existing order:
A cancellation of any existing order will attract 20% cancellation fees on the total price. Strictly No refunds/returns for change of mind & for any Ezi-Pay/Lay-By purchases.