Terms of service

OVERVIEW
This website is operated by WoodUpp Africa (Pty) Ltd, trading as Thula Wall (“Thula Wall”). Throughout the site, the terms “we”, “us” and “our” refer to WoodUpp Africa (Pty) Ltd trading as Thula Wall. We offer this website, including all information, tools and Services available from this site to you, the user, conditioned upon your acceptance of all terms, conditions, policies and notices stated here.

By visiting our site and/ or purchasing something from us, you engage in our “Service” and agree to be bound by the following terms and conditions (“Terms of Service”, “Terms”), including those additional terms and conditions and policies referenced herein and/or available by hyperlink. These Terms of Service apply to all users of the site, including without limitation users who are browsers, vendors, customers, merchants, and/ or contributors of content.

Please read these Terms of Service carefully before accessing or using our website. By accessing or using any part of the site, you agree to be bound by these Terms of Service. If you do not agree to all the terms and conditions of this agreement, then you may not access the website or use any Services. If these Terms of Service are considered an offer, acceptance is expressly limited to these Terms of Service.

Any new features or tools added to the store are also subject to these Terms of Service. You can review the current version at any time on this page. We may update these Terms from time to time by posting the changes on this page. Changes apply only to orders placed after the updated Terms are published; your order is governed by the Terms in force when you placed it.

Our store is hosted on Shopify Inc. They provide us with the online e-commerce platform that allows us to sell our products and Services to you.

ONLINE STORE TERMS

By agreeing to these Terms of Service, you confirm that you are at least 18 years old, or that you are using this site with the consent and supervision of a parent or legal guardian.

You may not use our products or this website for any illegal or unauthorised purpose, or in breach of any law (including copyright laws).

You must not transmit any worms, viruses or code of a destructive nature.

If you breach these Terms, we may suspend or end your access to the website.

PRICES AND PRODUCT INFORMATION

All prices are in South African Rand (ZAR) and include VAT, unless stated otherwise. Delivery and installation costs are shown separately.

We take care to make sure product descriptions, images and prices are accurate. If a product is listed at an obviously incorrect price because of an error, we will tell you before we dispatch and give you the choice of continuing at the correct price or cancelling for a full refund.

All orders are subject to stock availability. If an item you ordered is unavailable, we will let you know and offer an alternative or a full refund.

ORDERS AND PAYMENT

After you place an order, you will receive an email acknowledging it. Your order is accepted when we confirm it or dispatch the goods.

Payment must be made in full at checkout, by card (processed securely by Stitch), through Payflex, or by EFT. EFT orders are dispatched once funds have cleared.

We may refuse or cancel an order where we suspect fraud or where the goods are unavailable. In that case, we will refund any amount you have paid in full.

DELIVERY

We deliver within South Africa. Delivery times shown at checkout are estimates, and we will let you know of any significant delay. If delivery is delayed by more than 30 days beyond the estimate, you may cancel the order for a full refund.

The goods remain at our risk until they are delivered to you. Please check your order on delivery and report any damage or missing items to info@thulawall.com within 48 hours, with photos where possible. This does not affect your rights if goods are later found to be defective.

INTELLECTUAL PROPERTY

All content on this website, including text, images, logos, product designs and the Thula Wall name, belongs to WoodUpp Africa (Pty) Ltd or its licensors and may not be copied or used without our written permission.

GOVERNING LAW

These Terms are governed by the laws of the Republic of South Africa. Nothing in these Terms limits your rights under the Consumer Protection Act or the Electronic Communications and Transactions Act.

SEVERABILITY

If any part of these Terms is found to be invalid or unenforceable, the rest of these Terms will continue to apply.

RIGHT OF CANCELLATION (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 section 44 of 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 right of cancellation does not apply to goods made or cut to your specifications, or goods that have been clearly personalised.

RETURNS

You are responsible for the direct cost of returning the goods to us. Please return them within 14 days of notifying us that you are cancelling, 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, and include your order number. 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 the protective foil on 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.

REFUNDS

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 GOODS

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 variation in wood colour, grain, knots and texture, and changes in colour over time, are characteristics of the material, not defects (see “Panels and Samples” below).

PANELS AND SAMPLES

To ensure complete satisfaction, we highly recommend ordering a sample before placing an order for panels. Colours displayed on screens may vary due to differences in screen resolution and settings. We strive to show our products accurately, but we cannot guarantee an exact colour match on digital devices.

Wood is a natural product, so the tones and textures of the panels may differ from the sample you receive. All products labelled “rustic” will show the natural characteristics of wood, such as knots, open knots, pips, cracks, splits and medullary rays. These natural variations contribute to the unique charm and character of the wood.

Not every sample will show the full character of the wood. Samples let you assess the actual colours, textures and natural characteristics of the panels before making a final decision, but there may be slight variations in colour, texture and appearance between the sample and the delivered product. By ordering from us, you acknowledge and accept this.

As wood is a natural material, running fabric or hands across the surface of the panels may cause splintering or catch fibres. Please keep this in mind when handling and maintaining the panels.

To preserve the natural look and feel of the wood, our panels are not treated or coated. Applying finishes may change the colour, texture and overall appearance of the wood.

Wood will change in appearance over time. Exposure to air (oxidation) and UV light can cause the colour to darken, lighten or otherwise change. These changes are a natural part of the ageing process and are not defects.

The longer you have your wood products, including samples, the more variation may become apparent. If your samples have been in your possession for some time, we recommend requesting fresh samples so that you see an accurate representation of our current finishes.

COMPLAINTS

If you want to complain about your purchase, please contact our customer support at info@thulawall.com. We will acknowledge your complaint and try to resolve it promptly. If we cannot resolve it, you may refer the matter to the Consumer Goods and Services Ombud (www.cgso.org.za) or the National Consumer Commission.

IMPORTANT NOTICE: LIMITATION OF LIABILITY AND INSTALLATION RISK

Please read this section carefully. It limits our responsibility and places certain risks on you.

Thula Wall panels are designed to be permanently fixed to walls or ceilings. Where you, or an installer not appointed by Thula Wall, install the panels, Thula Wall is not responsible for:

  • Defects or damage resulting from incorrect installation or failure to follow Thula Wall’s installation guidelines
  • Damage to walls, ceilings, or other surfaces caused when attaching, removing, or uninstalling panels, including marks, holes, or surface damage
  • The cost of restoring, redecorating, or repairing surfaces
  • Products that have been cut, modified, or customised after delivery

Our product guarantee also does not cover normal wear and tear, or colour variation within acceptable natural tolerances.

You are responsible for making sure the installation surface is suitable and that installation is carried out by a qualified professional or strictly in line with our installation guidelines. We strongly recommend using a qualified installer.

Nothing in these Terms limits or excludes our liability for: (a) defective or unsafe goods, as provided for in the Consumer Protection Act; (b) loss or damage caused by our gross negligence, or that of our employees or appointed installers; or (c) any liability that cannot be limited or excluded by law. Where the Consumer Protection Act applies to you, these Terms must be read subject to it.

Subject to the above, our total liability to you for any claim relating to an order is limited to the amount you paid for that order.

INSTALLATION BY THULA WALL

The price per panel does not include installation. Our team can install for you; please request a quote at info@thulawall.com.

If you have booked and paid for installation by our team:

  • Installation surfaces must be level, dry, structurally sound, and ready to receive the panels.
  • All electrical, plumbing, HVAC, and other building works in the installation area must be completed before we start.
  • The installation area must be clear of obstructions, with unrestricted access for our team.
  • A reliable power supply and enough working space must be available throughout the installation.
  • Any moisture ingress, water damage, structural defects, or substrate issues must be fixed before installation. We are not responsible for pre-existing site conditions, substrate defects, or moisture-related issues that affect the performance or appearance of the finished installation.

When our team installs the panels, we are responsible for carrying out the installation with reasonable care and skill. If our installation is faulty, please notify us at info@thulawall.com and we will put it right.

If our team arrives on the confirmed date and the site is not ready, a call-out fee will be charged, as stated in your installation quote.

SELLER INFORMATION

In accordance with section 43 of the Electronic Communications and Transactions Act 25 of 2002, the following information is provided:

Legal name: WoodUpp Africa (Pty) Ltd, trading as Thula Wall
Legal status: Private company incorporated in South Africa
Registration number: 2022/620836/07
VAT number: 4710310261
Directors: Rowan Snyman and Roxanne Snyman
Physical address: Unit 4, Building 4, Riversands Outlet Park, Riversands Blvd, Knopjeslaagte, Johannesburg, 2156
Telephone: 011 568 2529
Email: info@thulawall.com
Website: www.thulawall.co.za

Our Privacy Policy, which explains how we collect and protect your personal information in accordance with the Protection of Personal Information Act, is available at www.thulawall.co.za/policies/privacy-policy.

Payments are processed securely by Stitch and Payflex. We do not store your card details.

CONTACT INFORMATION

Questions about these Terms of Service should be sent to:
Thula Wall
info@thulawall.com
011 568 2529