Refund policy

This policy summarises your cancellation, return and refund rights when you buy from Thula Wall (WoodUpp Africa (Pty) Ltd, trading as Thula Wall). It forms part of our Terms of Service.

CHANGED YOUR MIND? 14-DAY COOLING-OFF

If you are a consumer buying online, you may cancel your order without giving a reason within 14 days after you receive your goods. This is more generous than the 7-day period required by the Electronic Communications and Transactions Act.

To cancel, email info@thulawall.com with your order number and a clear statement that you wish to cancel. Simply refusing delivery or failing to collect your order without notifying us does not count as cancellation.

The cooling-off right does not apply to goods made or cut to your specifications, or goods that have been clearly personalised.

HOW TO RETURN

Please return the goods within 14 days of notifying us that you are cancelling. You are responsible for the direct cost of returning them. Send them to:

Thula Wall
Unit 4, Building 4, Riversands Outlet Park
Riversands Blvd, Knopjeslaagte
Johannesburg, 2156

You may also hand in the goods at this address, by prior arrangement.

Please pack the goods securely, ideally in their original packaging or something similar, and include your order number. Panels are easily damaged in transit if poorly packed. The goods remain at your risk until we receive them.

CONDITION OF RETURNED GOODS

You may inspect the goods as you would in a shop, but please do not install, cut or use them, and keep them in their packaging until you are sure you will not cancel. If the goods are returned damaged, installed, or used beyond what is needed to inspect them, we may deduct a reasonable amount reflecting the damage or loss in value.

YOUR REFUND

Once we have received the returned goods (or proof that you have sent them), we will refund all payments you made, including the standard delivery fee, within 30 days of your cancellation notice, and we aim to do so much sooner. We will not refund extra costs from choosing a delivery method more expensive than our standard delivery. Refunds are made using your original payment method, unless we agree otherwise.

SALE ITEMS

Sale items cannot be exchanged or returned for a change of mind, except under the cooling-off right above for online purchases. This does not affect your rights if a sale item is defective.

DEFECTIVE OR DAMAGED GOODS

Please check your order on delivery and report any damage or missing items to info@thulawall.com within 48 hours, with photos where possible.

In line with section 56 of the Consumer Protection Act, if goods are defective or unsafe, you may return them within 6 months of delivery, at our risk and expense. At your choice, we will repair or replace the goods, or refund you. If a repaired item develops the same or a new defect within 3 months of the repair, we will replace it or refund you.

To report a defect, email info@thulawall.com with your order number and photos of the problem.

NATURAL MATERIALS

Most of our panels are made with real wood veneers. Natural variation in colour, grain, knots and texture, and changes in colour over time from exposure to light and air, are characteristics of the material and are not defects. We do not recommend our panels for areas exposed to direct sunlight, water or steam.

QUESTIONS

Email info@thulawall.com or call 011 568 2529.