Refund and Returns Policy - Grandimore Living

Effective Date: 2026
Last Updated: August 2026

At Grandimore Living, we want you to love the pieces you choose for your home. This Returns & Refund Policy applies to purchases made through the Grandimore Living online store and explains the conditions, timeframes and procedures applicable to returns, refunds and damaged or defective products.

This policy should be read together with our Terms & Conditions and is subject to applicable South African consumer legislation.

1. Returns of Stock Items

You may request to return an eligible standard stock item within 7 business days of receiving your order if you have changed your mind or are not completely satisfied with your purchase.

To qualify for a return:

The product must be unused, unwashed and undamaged.
The product must be returned in its original condition and packaging, including any labels or tags where applicable.
You must provide valid proof of purchase or your Grandimore Living order number.
You must notify us of your intention to return the product within 7 business days of delivery.
The customer is responsible for the return courier or shipping costs for change-of-mind returns.
Products must be packaged securely to prevent damage while being returned to us.

Once your return request has been approved, the product must be dispatched back to Grandimore Living within 5 business days unless otherwise agreed in writing.

We recommend using a tracked courier service, as Grandimore Living cannot accept responsibility for products lost or damaged while being returned by a customer.

2. Products That Cannot Be Returned for Change of Mind

Unless otherwise required by applicable law, we cannot accept change-of-mind returns on:

Products made specifically to order.
Customised, personalised or specially commissioned products.
Products manufactured or altered according to a customer’s specifications.
Clearance or final-sale items specifically identified as non-returnable at the time of purchase.
Products that have been used, washed, damaged or altered after delivery.
Cushion covers or cushion inners that are returned in a condition that prevents them from being resold for hygiene reasons.
Products without their original packaging, labels or identifying information where this prevents us from confirming their original condition.

These exclusions do not limit any rights you may have where products are defective, damaged, unsafe or incorrectly supplied in terms of applicable South African law.

3. Scatter Cushions & Pattern Placement

Many of our scatter cushions are made from patterned fabrics. The placement of a print or pattern may vary from one cushion to another depending on where the fabric is cut.

These natural variations form part of the character of the product and mean that each cushion may be slightly unique.

A variation in pattern placement alone will therefore not normally be regarded as a product defect, provided that the correct fabric, colourway, size and product have been supplied.

Please also note that colours may appear slightly different depending on your device, screen brightness and display settings. We take reasonable care to represent our products as accurately as possible.

4. Damaged, Defective or Incorrect Products

Please inspect your order as soon as possible after delivery.

If your order arrives visibly damaged, defective or incorrect, please contact Grandimore Living as soon as possible and preferably within 48 hours of delivery so that we can investigate promptly.

Please provide:

Your full name.
Your order number.
A description of the problem.
Clear photographs of the affected product.
Clear photographs of the outer and inner packaging where the item was damaged during delivery.

Please retain the original packaging until your query has been resolved.

Where the product is confirmed to have been damaged in transit, incorrectly supplied or is defective, Grandimore Living will deal with the matter in accordance with applicable South African consumer legislation. Depending on the circumstances and your applicable rights, this may include a repair, replacement or refund.

Where Grandimore Living is responsible for the return of a defective or incorrectly supplied product, reasonable return collection or courier costs will be for our account.

5. Duck Feather & Down Cushion Inners

Duck feather and down are natural filling materials and may compress during storage or transportation.

This does not necessarily indicate that the inner is defective. After receiving your inner, we recommend gently shaking, plumping and redistributing the filling before use.

Our 650 × 650 mm Duck Feather & Down Inners are designed to provide a full, mouldable appearance and are particularly suited to 600 × 600 mm cushion covers.

Natural feather and down products may show slight variation in fullness and distribution. These normal characteristics of natural filling materials are not considered manufacturing defects.

6. Refunds

Once your returned product has been received, Grandimore Living will inspect it to confirm that it meets the applicable return conditions.

We aim to complete this inspection within approximately 3 business days of receiving the return.

Where a refund is approved:

The refund will ordinarily be made using the original payment method, where possible.
We will process the approved refund as soon as reasonably possible and in accordance with applicable law.
Depending on your bank or payment provider, additional processing time may apply before the funds reflect in your account.
Original delivery charges and return courier costs for a change-of-mind return are generally not refundable, unless required by law.
Where the return results from an error by Grandimore Living or a qualifying defective product, applicable delivery and return costs will be dealt with in accordance with your statutory rights.

Any promotional discounts applied to the original order will be taken into account when determining the amount refunded.

7. Collection Purchases and Multi-Cushion Orders

Where cushions are purchased together as part of a Grandimore Living Collection, bundle, promotion or discounted combination, the refund amount for an individual returned item may be adjusted to reflect the pricing that would have applied to the products retained by the customer.

If a promotional discount was conditional on purchasing a specific number or combination of cushions, returning part of that order may result in the remaining items being recalculated at their applicable individual selling prices.

We will explain any such adjustment before finalising your refund.

8. Exchanges

We do not currently process direct product exchanges through our online store.

If you would prefer a different colour, design or product, please follow the applicable return procedure for the original item and place a new order for your preferred product.

This helps us manage stock availability and ensures that your preferred item is reserved for you once the new order is placed.

9. How to Request a Return

To request a return, please contact Grandimore Living Customer Care and provide:

Your full name.
Your order number.
The product you would like to return.
The reason for the return.
Photographs of the product where applicable.
Photographs of the packaging if the item arrived damaged.

Please do not send a return without first contacting us.

Once your return request has been reviewed, we will provide you with the applicable return instructions and return address.

10. Return Packaging

Customers are responsible for ensuring that products are packaged appropriately when being returned.

Where possible:

Use the original Grandimore Living packaging.
Protect cushion covers from dirt, moisture and damage.
Ensure cushion inners are securely enclosed.
Do not write directly on or damage the original product packaging.
Keep your courier tracking information until your return has been completed.

Grandimore Living reserves the right, subject to applicable law, to refuse or reduce a refund where a product has been damaged after delivery due to misuse, improper care or inadequate packaging during a customer-arranged return.

11. Order Cancellations

If you would like to cancel an order, please contact us as soon as possible.

If your order has not yet been processed or dispatched, we will make reasonable efforts to cancel it.

Where an order has already been dispatched, the applicable return procedure will apply.

Made-to-order, customised or personalised products may not be cancellable once production has commenced, except where otherwise required by law.

12. Contact Grandimore Living

For returns, refunds or product-related queries, please contact:

Grandimore Living
Website: grandimoreliving.co.za
Email: info@grandimoreliving.co.za

Return Address: Provided once your return request has been approved.

Please do not send products to an address without first receiving return instructions from us.

13. Updates to This Policy

Grandimore Living reserves the right to amend or update this Returns & Refund Policy from time to time.

The version displayed on our website at the time of purchase will generally apply to that order, subject always to any rights provided under applicable South African law.

Last Updated: August 2026