Returns & Refunds

A rug is a considered purchase, and we would rather you live with the right one than keep the wrong one.

This policy sets out your rights when you buy from us online and in our Fourways showroom, and how to exercise them. Where South African law gives you a stronger right than this policy does, the law applies.

Your right to change your mind — online orders

If you bought from this website, you may cancel your order and return the goods within 7 days of receiving them, for any reason, without penalty. You do not need to explain why.

To cancel, email admin@herizgallery.co.za within the 7-day window. Written notice matters — please do not rely on a phone call alone. Return the rug to us promptly after giving notice, in the condition in which it reached you.

Once we receive and inspect the returned piece, we refund every payment you made on the order, to the original payment method.

This includes the delivery fee you paid on the original order. You carry the cost of returning the rug to us.

Purchases made in the showroom

The 7-day cooling-off right applies to online orders. It does not apply to a piece you chose in person, in our showroom, having seen and stood on it.

We still want you to be happy. As a goodwill matter, and at the gallery's discretion, we will consider an exchange or a credit note within 7 days of purchase, on a piece returned in the condition it left us. One-of-a-kind, antique and refurbished pieces are ordinarily excluded, because each is unique and cannot be restocked.

This is separate from a piece that reaches you damaged or not as we described it.

Damage in transit

Please inspect your rug on delivery. If it arrives damaged, or a different piece to the one you ordered, tell us within 48 hours of delivery so we can take it up with the courier while the claim is still live. Photographs of the piece and its packaging help us resolve it quickly.

Contact us and we will look into it and put it right.

The character of handmade rugs

Handmade and refurbished rugs are not manufactured goods, and we would rather say so plainly than have you discover it on delivery.

• Colour. Vegetable and natural dyes vary between batches and read differently under showroom light, daylight and a phone screen. Abrash — a gentle banding of tone across a rug — is a mark of hand-dyed wool, not a fault.
• Size. Hand-knotted pieces vary from their stated dimensions, typically by a few centimetres. We list the measured size of the actual piece.
• Shedding. New wool rugs shed for the first weeks of use. This settles.
• Age. Antique and refurbished pieces carry the evidence of their life. Where a piece has been restored, we say so, and we describe its condition honestly.

None of this is a defect, and none of it is a ground for return as faulty. All of it is described on the product page before you buy. If a piece reaches you materially different from how we described it, that is a different matter — please contact us.

Pieces we cannot take back

The following fall outside the cooling-off right, either by law or by their nature:

• Rugs bought at auction. Electronic transactions concluded by way of an auction are excluded from the statutory cooling-off right.
• Custom-made and commissioned pieces, which are ordered to your specification and cannot be resold. These are arranged in the showroom or by consultation, not bought online.
• Cleaning, refurbishment and in-home consulting services, once the work has begun with your agreement.
• Any piece returned damaged, altered, cut, bound, or laid and worn, where the damage was not present on delivery.

Sending a rug back to us

Rugs are heavy, and they are easily damaged by poor packing. Please:

• Wait for our written authorisation before sending anything. It lets us arrange the right courier and the right insurance.
• Roll — never fold — the rug, pile inwards, and wrap it as it reached you.
• Use a tracked service. We cannot refund a piece that does not arrive.

Never return goods to a supplier, weaver or manufacturer directly. Every return runs through Heriz Gallery.

Refunds

• We refund within 10 business days of receiving and inspecting the returned piece.
• Refunds go to the original payment method. We cannot refund to a different account.
• If your bank has not reflected the refund after 10 business days, contact your bank first, then us.

Cancelling or changing an order before it ships

Tell us within 24 hours of placing an order and we will change or cancel it at no cost, provided it has not yet been collected by the courier. After dispatch, the cooling-off right above takes over.

We dispatch every order within 30 days of receiving it, as the law requires. If we cannot, we will contact you and refund you in full.

Collection from the showroom

You are welcome to collect your order from The Straight Shopping Centre in Fourways during trading hours. We will hold a paid order for 14 days from the date we tell you it is ready.

If we cannot agree

Speak to us first — most of this is solved in a phone call. If we cannot resolve it between us, you may refer the matter to the Consumer Goods and Services Ombud, or to the National Consumer Commission.