Terms & Conditions

By placing an order with Urban Living, you acknowledge that you have read, understood and accepted these Terms & Conditions.

Orders

Urban Living specialises primarily in furniture that is made to order. Production will commence once an order has been confirmed and the required payment has been received.

It is the customer's responsibility to check all details contained in the order confirmation or invoice before making payment, including the product, dimensions, finish, colour, delivery address and any other specifications relating to the order.

Payment constitutes acceptance of the order details and confirmation of the order.

Urban Living reserves the right to decline or cancel an order where reasonably necessary. Where Urban Living cancels an order through no fault of the customer, any amount already paid in respect of goods not supplied will be refunded.

Payment

Unless otherwise agreed in writing, orders placed through the Urban Living website must be paid in full at checkout.

Available payment methods will be displayed at checkout and may include EFT, debit or credit card and approved third-party payment or credit facilities.

Where a customer elects to use a credit card, any straight, budget or other repayment facility attached to that card is an arrangement between the customer and their card issuer. Urban Living is not a party to that credit agreement.

Where a third-party payment or credit provider is selected, approval, credit limits, repayment terms, interest, fees and other conditions are determined by that provider and are subject to the provider's own terms and conditions.

Urban Living does not itself provide credit.

Orders placed outside the website, including individually quoted or customised orders, may be subject to different payment terms. Any such payment terms will be clearly stated on the applicable quotation or invoice.

Production will only commence once the required payment has been received or the transaction has been successfully authorised by the applicable payment provider.

Made-To-Order Furniture

Most Urban Living furniture is manufactured specifically after an order has been placed rather than held as finished stock.

Because our furniture is manufactured using natural materials, particularly timber, variations in grain, knots, figuring, colour and tone are inherent characteristics of the material and are not considered defects.

Natural timber may respond to changes in temperature and humidity over time. Minor movement associated with natural solid timber is not necessarily indicative of a manufacturing defect.

Product photographs are intended to provide an accurate representation of our furniture. However, differences in natural timber, lighting, photography and individual screen displays mean that exact colour, grain and character replication cannot be guaranteed.

Where a customer requests alterations to our standard dimensions, design, finish or other specifications, those details must be agreed in writing before production begins.

Manufacturing Lead Times

Our estimated manufacturing lead time is approximately 5–7 weeks from confirmation of the order, provided that the required raw materials are available.

The 5–7 week manufacturing period relates to production only and does not include delivery or transport time.

Manufacturing lead times may occasionally be affected by circumstances outside Urban Living's reasonable control, including raw-material availability, supplier delays, production interruptions or other unforeseen circumstances.

Should a delay arise that affects the estimated manufacturing lead time, Urban Living will contact the customer and advise them of the revised expected timeframe.

The customer may then choose to accept the revised timeframe and continue with the order or cancel the affected order and receive a refund of amounts paid in respect of the cancelled goods.

Delivery

Urban Living is an online furniture business and does not operate a public showroom. Our manufacturing premises are not open to customers for browsing or collection unless expressly arranged by Urban Living.

Delivery is arranged by Urban Living using independent third-party furniture transporters.

Delivery charges are calculated according to the delivery address, size of the order and applicable transport requirements. Delivery to outlying, remote or difficult-to-access areas may incur additional charges. The applicable delivery charge will be communicated to the customer before the order is finalised or delivery is arranged.

Once an order has been completed and dispatched, transport generally takes approximately 5–7 working days from the date of dispatch.

This is an estimated transit period and not a guaranteed delivery date. As deliveries are undertaken by independent third-party transport providers, delivery times may occasionally be affected by route scheduling, consolidation of loads, weather, road conditions, mechanical problems or other circumstances outside Urban Living's reasonable control.

Urban Living will assist with reasonable enquiries regarding the progress of a delivery but cannot be held responsible for reasonable delays caused solely by an independent transporter after the goods have been dispatched, subject to the customer's rights under applicable South African consumer legislation.

Goods transported using Urban Living's appointed delivery service are insured while in transit, subject to the terms and conditions of the applicable transporter and insurer.

The customer must ensure that the delivery address and contact information supplied are correct and that appropriate access is available for the delivery vehicle and the furniture ordered.

Delivery Access And Customer Responsibility

It is the customer's responsibility to ensure, before placing an order, that the furniture ordered can fit into and be safely delivered onto the property and into a suitable enclosed area.

The customer must check all relevant dimensions and access points, including gates, entrances, doorways, passages, stairways, lifts and any other restrictions that may affect delivery.

By placing an order, the customer confirms that they have satisfied themselves that adequate access exists for the furniture ordered.

Urban Living's appointed delivery teams are responsible for delivering the furniture into the first suitable, safe and reasonably accessible enclosed area at the delivery address.

Delivery personnel are not responsible for positioning furniture within the home and are prohibited from moving existing furniture, rearranging rooms or carrying and manoeuvring furniture through the home to a customer's preferred room or final position.

Once the furniture has been safely delivered into the first suitable accessible enclosed area, the delivery team's obligation is complete.

Where furniture cannot safely be taken into an enclosed area because of inadequate access, restricted entrances, stairs, lifts, passages or any other condition at the property, the customer remains responsible for accepting delivery.

In these circumstances, the delivery team may leave the furniture in the safest reasonably available location on the property, including an appropriate outdoor area where no suitable enclosed delivery point is accessible.

It is thereafter the customer's responsibility to arrange for the furniture to be moved into or throughout the property.

Urban Living will not be responsible for damage occurring while furniture is subsequently moved, carried, manoeuvred or positioned by the customer or any other person after delivery has been completed.

Delivery Inspection And Transit Damage

All furniture must be thoroughly inspected at the time of delivery and before the delivery vehicle leaves the premises.

If the customer is unable to personally receive the delivery, they must appoint a competent person to receive and inspect the furniture on their behalf. That person's acceptance of the delivery will constitute acceptance on behalf of the customer.

The delivery team will allow reasonable time for the inspection.

All visible surfaces must be checked and all drawers, doors and other functioning components must be tested before the delivery documentation is signed.

Any visible damage identified at the time of delivery must be clearly recorded on the delivery waybill before it is signed.

The damage must also be supported by clear photographic and/or video evidence taken at the time of delivery showing the damage and the affected item.

If visible damage is not recorded on the waybill, Urban Living will not accept a subsequent claim that the damage occurred during transit or delivery.

A waybill signed without any damage being recorded will constitute confirmation that the furniture was received without visible transit or delivery damage.

Photographic or video evidence submitted after delivery does not, on its own, establish that damage occurred during transit or delivery. For a transit or delivery damage claim to be accepted, the visible damage must have been recorded on the waybill at the time of delivery.

This delivery inspection requirement relates specifically to visible physical damage arising during transport or delivery. It is separate from a genuine manufacturing or workmanship defect covered by Urban Living's workmanship warranty.

Workmanship Warranty

Urban Living provides a 6-month workmanship warranty on its manufactured furniture, subject to applicable South African consumer legislation.

The workmanship warranty covers genuine defects arising from the manufacture or workmanship of the furniture.

The warranty does not cover damage caused by accidental impact, dropping, moving or repositioning furniture, misuse, incorrect handling, neglect, inappropriate cleaning or maintenance, fair wear and tear, or damage caused by the customer or another person after delivery.

Natural characteristics of timber, including variations in grain, knots, figuring, colour and tone, are not workmanship defects.

Natural timber may expand, contract or move slightly in response to environmental conditions, temperature and humidity. Normal movement associated with natural timber is not necessarily considered a workmanship defect.

Where a potential workmanship defect is reported, Urban Living may request photographs, video or other reasonable information necessary to assess the issue.

Where necessary, the furniture may be collected and returned to Urban Living for physical assessment.

Repair, Replacement And Remedies

Where Urban Living accepts a valid claim relating to delivery damage or a workmanship defect, our first course of action will ordinarily be to rectify the problem.

The affected furniture may be collected and returned to Urban Living for assessment and repair.

Where the furniture can reasonably be repaired to the appropriate standard, Urban Living will carry out the necessary repair and arrange for the item to be returned to the customer.

Where a satisfactory repair is not reasonably possible, Urban Living may manufacture or supply a replacement item as quickly as reasonably possible.

Where neither repair nor replacement provides an appropriate remedy, the matter may be resolved by refund, subject to the customer's rights and remedies under applicable South African consumer legislation.

Where a claim has been accepted as valid and the furniture needs to be returned to Urban Living for repair or replacement, Urban Living will arrange the necessary collection and subsequent redelivery.

Storage

Once an order has been completed and the customer has been advised that it is ready for delivery, the customer must make reasonable arrangements to accept delivery.

Where a customer requests that completed furniture be held for an extended period, Urban Living reserves the right to charge reasonable storage fees.

Any applicable storage charge will be communicated to the customer before it is incurred.

Online Clearance Items

From time to time Urban Living may offer discontinued products, prototypes, samples, excess stock, cancelled-order stock or other furniture as clearance items through our website or other online channels.

Where a clearance item has known marks, imperfections or other material characteristics affecting its condition, these will be disclosed to the customer before purchase where reasonably practicable.

Clearance pricing reflects the particular nature and condition of the product.

Any limitations relating to returns or exchanges of clearance goods will be subject to applicable South African consumer legislation and Urban Living's Refund Policy.

Mirrors And Accessories

Urban Living may from time to time offer mirrors and other selected furnishing products in addition to furniture.

Any product-specific care, installation or handling requirements supplied with these products must be followed.

Promotional Vouchers And Discount Codes

Urban Living may occasionally issue promotional vouchers or discount codes.

Promotional vouchers and codes are issued at Urban Living's discretion and may be subject to validity periods, minimum order values, product exclusions or other conditions communicated with the promotion.

Unless expressly stated otherwise, only one promotional voucher or discount code may be used per order and promotional discounts may not be combined.

Promotional vouchers have no cash value and cannot be exchanged for cash.

Product Information, Dimensions And Pricing

Urban Living takes reasonable care to ensure that product descriptions, dimensions, photographs and prices displayed online are accurate.

As our furniture is manufactured rather than mass-produced, minor tolerances in finished dimensions may occur.

Should an obvious pricing, description or technical error occur on our website, Urban Living reserves the right to correct the error.

Where an error materially affects an order already placed, the customer will be contacted before the order proceeds.

Product Care

Customers are responsible for appropriately caring for and maintaining their furniture.

Furniture must not be exposed to conditions or treatment that are unsuitable for the materials from which it has been manufactured.

Damage resulting from misuse, neglect, inappropriate cleaning products, excessive moisture, exposure to unsuitable environmental conditions, accidental damage or improper handling is not considered a manufacturing or workmanship defect.

Any care and maintenance instructions supplied by Urban Living should be followed.

Communication

WhatsApp is Urban Living's preferred method of day-to-day communication and may be used for order updates, product discussions, finishes, delivery arrangements and general queries.

A valid email address is required for all orders and will be used for formal order documentation, including quotations, invoices, order confirmations and other important correspondence.

Customers are responsible for ensuring that the contact information supplied to Urban Living is accurate and current.

Intellectual Property

All photographs, product designs, product names, written content, graphics and other material published by Urban Living remain the intellectual property of Urban Living or the applicable rights holder.

Such material may not be reproduced, copied, commercially used or distributed without prior written permission.

Privacy

Personal information supplied to Urban Living will be processed in accordance with our Privacy Policy and applicable South African data-protection legislation.

Changes To These Terms

Urban Living reserves the right to update these Terms & Conditions from time to time.

The Terms & Conditions applicable to an order will be those in effect at the time the order is placed.

General

These Terms & Conditions are governed by the laws of the Republic of South Africa.

Nothing contained in these Terms & Conditions is intended to exclude, restrict or modify any right or remedy afforded to a consumer under the Consumer Protection Act, Electronic Communications and Transactions Act or other applicable South African legislation where such exclusion or limitation is prohibited by law.