RETURNS AND REFUNDS POLICY
1. INTRODUCTION AND SCOPE
1.1 This policy applies to all products purchased from Timber and Hide through our website. It sets out the conditions under which you may return products and receive refunds or replacements.
2. NON‑DEFECTIVE RETURNS
2.1 You may cancel your order or return non‑defective items within seven working days of delivery provided the items are unused, unassembled, complete and in their original packaging.
2.2 To initiate a cancellation or return, email returns@smdtechnologies.com with your order number, photographs of the items and your reason for returning them. We cannot process returns without this documentation.
2.3 A handling fee of five percent of the purchase price or R70 (whichever is greater) will be deducted from your refund or credit. You are responsible for the cost of returning the goods. If your order qualified for free delivery, the original delivery fee and the return fee will also be deducted.
2.4 The right to cancel does not apply to items made to order or customised to your specifications. Items that have been assembled cannot be returned.
2.5 If your order has been dispatched but not yet delivered and you wish to cancel, you will be responsible for the cost of returning the goods and the applicable handling fee. Goods must be returned in their original packaging; if packaging has been discarded, you must repack securely. Any damage due to inadequate packaging will be charged to you.
2.6 Refunds for non‑defective returns will be processed within thirty days of cancellation once we have inspected the returned items. Quality inspections may take up to three working days.
2.7 Due to hygiene considerations, bedding, linen or other personal items cannot be returned once the packaging has been opened. These items may not be part of our product range now, but if introduced in future, hygiene exclusions will apply.
3. DEFECTIVE OR DAMAGED GOODS
3.1 You must inspect goods upon delivery. If you notice visible damage at the time of delivery, you should refuse delivery or note the damage on the delivery note. For hidden defects, you must notify us within forty eight hours of delivery by emailing returns@smdtechnologies.com with photographs and a description.
3.2 If you are not present at delivery, you must arrange for a responsible person to inspect the goods. Damage reported after forty eight hours may reasonably be considered to have occurred after delivery.
3.3 For defective or damaged items we will, at our discretion, repair the item, replace it or issue a refund. We will cover the collection and delivery costs if the product is confirmed to be defective. Where an item is replaced, it will be delivered to the original delivery address unless you instruct otherwise and pay any additional delivery fee.
3.4 If the product is found not to be defective, you will be liable for all transport costs and a handling fee of at least five percent or R70. The product will be returned to you in packaging similar to how it was received by us.
3.5 Missing parts must be reported within forty eight hours of receiving the item; otherwise, replacement parts or products will be provided at our discretion.
4. WARRANTY CLAIMS
4.1 All products are covered by a one‑year warranty against manufacturing defects unless otherwise specified. You must provide the original proof of purchase for any warranty claim.
4.2 The warranty does not cover damage caused by wear and tear, misuse, negligence, power surges, accidents or modifications. Products used for commercial purposes are not covered unless specified on your invoice.
4.3 If within one year after delivery you find that a product is defective or not reasonably durable for its intended purpose, we may repair or replace the product or the defective part. If repair or replacement is not possible, we will issue a store credit or refund. Replacement products carry the balance of the original warranty period.
4.4 To lodge a warranty claim, email returns@smdtechnologies.com with your order number, a description of the defect and photographs. We will review the claim and respond within seventy two hours. If the product is found not to be defective, you will be responsible for transport costs and handling fees.
5. REFUND PROCESSING
5.1 Once a return or warranty claim has been approved, refunds will be processed within seven working days. It may take an additional five working days for the refund to reflect in your account depending on your bank.
5.2 Refunds are made via the original payment method. We do not issue cash refunds or refund to different cards or accounts.
6. CONTACT INFORMATION
6.1 All return requests and warranty claims must be submitted in writing to returns@smdtechnologies.com. For questions you may also contact us on 011 608 3633.