These Terms and Conditions of Trading apply to all consumer contracts between Ouhout Meubels (including our factory, warehouses, logistics, showrooms, website, and subcontractors; referred to as "us", "we", or "our") and the Customer ("you" or "your") in relation to all sales of goods and services, whether placed in-store or online.

1. General & Acceptance

• Binding Agreement: By placing an order, paying a deposit, or purchasing goods from us, you agree to and accept all terms and conditions set out herein.
• Communications: Invoices, notifications, and communications regarding your sales orders may be sent electronically.
• Customer Details: You are responsible for ensuring that all contact, delivery, and personal details provided to us are complete and accurate.
• Sales Representations: Sales staff have no authority to alter these terms; only written variations signed by an authorized manager or director are binding.
• Errors & Omissions: Publications and online listings are for general information; E. & O.E. (Errors & Omissions Excepted). We reserve the right to refuse or cancel any order placed.

2. Product Specifications & Natural Characteristics

• Continuous Development: Specifications may be updated periodically for future sales.
• Handmade Uniqueness: All furniture is handmade and unique; items cannot be precisely reproduced.
• Intended Use: Products are intended exclusively for private, residential domestic use in South Africa and Namibia.
• Natural Wood: Exposed timber (e.g., legs) has natural grain variations, knots, and colour differences. Wood discolours with age and exposure to sunlight/heat. Wood colour, grain, or tint cannot be guaranteed.
• Natural Leather: Leather shows natural shade and texture variations across hides, along with natural marks and scars. Leather stretches with time and discolours with age, heat, or sunlight.
• Wild Leathers (Oryx & Kudu): Hides contain prominent natural features, including scratch marks, bullet holes, moles, and chafing. Ouhout Meubels strictly will not cut around these natural markings. Multiple hides per piece lead to natural shade variations.
• Manufacturing Lead Time: Standard lead times are 6 to 10 weeks from the date payment reflects in our bank account (not the order date).

3. Pricing, Quotations & Standard Payment Terms

• Quotations: Valid for 7 days from the date of issue, after which prices are subject to alteration or withdrawal.
• Pricing & VAT: Prices include VAT where applicable and are subject to active promotional offers.
• Standard Deposit: A 50% deposit is taken at the point of order placement. Deposits for custom orders are non-refundable upon cancellation for any reason.
• Balance Payment: Remaining balances and delivery fees must be paid in full and clear in our account prior to delivery or collection.

4. Comprehensive Lay-by Policy

• Minimum Initial Deposit: A minimum deposit of 20% of the total purchase price is required to initiate a lay-by contract.
• Payment Duration: The remaining balance must be paid in full over an agreed term of 3 to 6 months via regular instalments.
• Custom Production Trigger: For custom or made-to-order lay-by items, factory production only commences once cumulative payments reach 50% of the total order value. Standard manufacturing lead times (6–10 weeks) apply from that payment date.
• Stock Reservation: In-stock or off-the-shelf items are reserved upon payment of the initial 20% deposit.
• Lay-by Cancellations & Fees:Off-the-shelf Stock: Cancelling a lay-by agreement for standard stock attracts a 10% handling/cancellation fee deducted from the refunded balance.Custom / Made-To-Order Items: Deposits paid toward custom lay-by items are non-refundable upon cancellation.
• Default & Expiry: If payments default or the lay-by is not settled within 6 months, Ouhout reserves the right to cancel the order, deduct applicable fees, and issue store credit for remaining balances.
• Release of Goods: Goods will only be released for delivery or collection once 100% of the total contract value has cleared.

5. Delivery, Access & Storage Terms

• Delivery Scope & Payment: Standard delivery covers a basic two-man service within a 100km radius of the ordering store (Monday to Friday). All delivery fees must be paid C.O.D. before offloading.
• Customer Access Responsibility: You must ensure that ordered furniture fits through doorways, corridors, stairwells, and elevators into your chosen room.
• Non-Standard Access Charges: Extra fees apply for non-standard deliveries (carrying items above 3 floors, awkward access, hoisting, or window/door removal). Delivery staff will not hoist goods over balconies without prior specialized arrangement.
• Property Protection & Safety: You are responsible for providing safe access, securing pets/children, protecting floors, and removing fragile items along the delivery path. Delivery will be halted at your expense if access is unsafe.
• Delivery Schedule & Storage Fees:You must accept delivery within 14 calendar days of notification that goods are ready.Delays exceeding 14 calendar days due to customer default will incur storage fees.Storage fees are charged at 1% of the total order value per week and must be paid in full before delivery or collection is scheduled.Orders uncollected after 2 months will be cancelled, forfeiting the deposit and an R500 administration fee plus accrued storage costs.
• Re-deliveries & Failed Access: Additional delivery fees apply for rescheduled deliveries caused by customer absence, incorrect access details, or property restrictions.
• Delivery Liability: Delivery times are not guaranteed. Liability for direct or indirect losses due to reasonable delays is excluded. Accidental delivery damage liability is limited strictly to repair, replacement, or refund of the item's value.

6. Inspection, Risk & Delivery Acceptance

• Pre-Delivery Inspection: Goods must be inspected prior to delivery or upon collection at the branch/warehouse.
• Receipt Signature: Inspect all items upon receipt and sign the delivery/collection note. Signing serves as confirmation that items were received complete and undamaged.
• Damaged Deliveries: If goods arrive damaged, explicitly note the specific damage on the invoice, reject the delivery, take photographic proof, and contact the store you purchased from or customer care immediately.
• Risk Transfer: Risk in the goods transfers to you immediately upon delivery or upon leaving our premises if collected by you or a private courier.

7. Guarantees & Warranty Policy

• Proof of Purchase: Keep your original sales invoice to validate any warranty claims. Guarantees are non-transferable.
• Product Coverage (from date of delivery/collection):Leather Goods: 5-year frame and stitching guarantee against manufacturing defects.Wooden Goods: 1-year guarantee under normal domestic use.Imported Products: 1-year limited warranty against latent defects and structural faults.
• Remedy Scope: Valid claims will be repaired free of charge. If repair isn't commercially viable, we will replace the item or issue store credit if no replacement is available.

Carry-In & Transport Policy

• First 6 Months: In line with the Consumer Protection Act (CPA), genuine manufacturing defects will be assessed, repaired, replaced, or refunded at Ouhout Meubels’ risk and expense.
• After 6 Months (Extended Warranty): Claims under our extended guarantees are strictly carry-in to the branch or warehouse of purchase. All transport, freight, and call-out costs remain the customer's responsibility.

Universal Exclusions

Guarantees cover standard indoor residential use only. Strictly excluded are:

• Commercial, hospitality, or Airbnb usage.
• Normal wear and tear, foam settling, fabric/leather fading, or natural stretching.
• Damage from neglect, abuse, misuse, weather/water exposure, sunlight, fire, improper cleaning, or pests.
• Coverings, legs, third-party modifications, or transport damage.

Claims Process

To log a claim, contact your store of purchase with your invoice number, delivery address, clear photos, and a brief description of the issue.

8. Consumer Protection Act (CPA) Policy

• 6-Month CPA Implied Warranty (Defective Goods): In terms of Section 56 read with Section 55 of the Consumer Protection Act (CPA), all products carry a statutory 6-month implied warranty against material defects:If an item manifests a latent manufacturing defect within 6 months of delivery or collection, the customer is entitled to exercise their statutory rights of remedy in accordance with Section 56(2) of the Consumer Protection Act 68 of 2008.Statutory warranties do not cover defects caused by normal wear and tear, abuse, neglect, weather exposure, or failure to follow care instructions.
• Custom & Made-To-Order Goods: Items made to customer specifications, altered, or specially ordered cannot be returned, cancelled, or refunded for change of mind once delivered and signed for, unless defective or damaged by us during delivery. Deposits on custom items are strictly non-refundable.
• Sale & Clearance Items: Clearance, discounted, or floor display stock is sold "as-is" and is non-refundable and non-returnable for change of mind.
• Standard Stock Returns (Change of Mind / Fit Issues):Requests to return standard off-the-shelf stock must be made within 7 days of receipt.Must be unused, undamaged, and in original packaging.Subject to a 20% handling fee of the total invoice amount if cancelled due to sizing or fit issues.
• Return Fees & Refund Processing:A collection fee equal to the delivery charge applies if we collect returned items. Initial delivery fees are non-refundable.Approved refunds are paid via EFT only within 14 days following managerial inspection and approval.Purchases made via Debit Card incur an additional 5% processing/cancellation fee.Refund or complaint queries: info@ouhout.co.za.

9. Detailed Leather Types & Care Guide

Semi-Aniline Leather

• Features: A dye/pigment mixture offering a soft handle while retaining authentic natural marks and scars.
• Care: Dust regularly with a soft damp cloth. Clean dirt using warm water and mild soap (no solvents or detergents).
• Conditioning: Apply a quality hide food (e.g., Plush Hide Food) every 2–3 months to prevent drying and cracking.

Full Aniline Leather

• Features: Pure dyed-through leather showcasing natural markings, silky feel, and deep colour. Acknowledges natural aging and softening over time.
• Care: Wipe regularly with a dry soft cloth. Dab liquid spills immediately with an absorbent dry cloth. Never use shoe polish or detergents.
• Conditioning: Apply hide food every 2–3 months. Keep strictly away from windows and direct sunlight.

Pull-Up Leather

• Features: Premium bovine hides treated with oils/dyes for an "olde world" finish that lightens under stress.
• Care: Wipe regularly with a dry soft cloth. Dab spills immediately. Do not use detergents.
• Conditioning: Treat every 2–3 months with hide food. Keep out of direct sunlight.

10. Wooden Goods Care & Maintenance Guide

• Initial Conditioning Period (First 2 Months): To protect the timber, lock in natural moisture, and build a protective seal against climatic changes, apply Woodoc Furniture Wax (Liquid Wax) once a week for the first 2 months following delivery or collection.
• Ongoing Maintenance: Thereafter, apply Woodoc once a month to maintain the timber finish and prevent drying, surface cracking, or discolouration.
• General Handling: Wipe surfaces regularly with a soft, slightly damp cloth and dry immediately. Avoid direct contact with hot items, liquids left standing, harsh chemicals, or prolonged exposure to direct sunlight and indoor heaters.

11. Legal Terms & Dispute Resolution

• Domicile: Notices and legal processes will be served at the physical or postal address recorded on the invoice.
• Legal Fees: You consent to Magistrate’s Court jurisdiction. Should Ouhout Meubels institute legal proceedings, you are liable for all legal costs on an attorney-and-own-client scale, including collection commission and tracing fees.
• Ombudsman: Unresolved complaints may be escalated to The Offices of the Ombudsman, whose decisions are binding.