Refund policy

Domuella wants you to be happy with what you have bought. This policy explains how we handle a change of mind, a damaged or incorrect delivery, and a product that turns out to be defective. These situations are handled differently, so please read the section that applies to you.

Nothing in this policy limits or replaces any right you have under South African consumer law that cannot lawfully be excluded.

Delivery lead times

Lead times differ by product. Diatomite Dry Living Slabs are delivered within 3 to 7 days. Serving Boards are handcrafted and carry an extended lead time of up to two weeks. A board that has not arrived yet is usually still inside its normal lead time rather than lost or missing. Full detail is in our shipping policy.

Every period in this policy — the seven days for a change of mind, and the 48 hours for damaged or incorrect goods — runs from the day your order is delivered, not the day you placed it. A longer lead time never shortens the time you have to return something.

If you change your mind

We ordinarily expect a change-of-mind return to be:

unused and unopened,
in its original packaging, and
in a resalable condition.

Products that have been opened, used or damaged after delivery are not ordinarily accepted as change-of-mind returns. This does not affect your rights in respect of defective, unsafe or incorrectly supplied goods, or any statutory cooling-off right that applies to your purchase.

Where a change-of-mind return qualifies, you may be responsible for the direct cost of returning the product to us, to the extent the law permits.

How to start a return

Contact enquiries@purecover.co.za or WhatsApp 068 907 3603 with your order number, the item concerned and the reason for the return.

Please wait for return instructions from Domuella before sending anything back. Do not send a product to a supplier or to any other address. Returns sent without instructions can be delayed or lost, and we cannot take responsibility for them.

If your order arrives damaged or incorrect

Please tell us within 48 hours of delivery. Send us:

your order number,
clear photographs of the product,
clear photographs of the packaging, and
a clear photograph of the courier label.

Prompt notice helps us investigate quickly with the courier and our supplier, which is why we ask for it. Where a product was damaged in transit or supplied incorrectly, Domuella will arrange a suitable replacement or a refund at no additional cost to you.

Contacting us after 48 hours does not automatically remove any right you have under South African consumer law. Please still get in touch.

If a product is defective

Under South African consumer law you are entitled to goods that are of good quality, in good working order, free of defects, and reasonably suitable for the purpose they are ordinarily intended for.

If a product fails to meet that standard, you may return it to Domuella within six months after delivery, without penalty and at our risk and expense. You may choose whether we repair or replace the product, or refund you the price you paid.

This is not a separate Domuella warranty. It is the protection the law already gives you, and we do not ask you to take the matter up with our supplier. Contact Domuella and we will handle it and deal with the supplier ourselves.

Damage caused by misuse, dropping a stone product, accidental breakage or failing to follow the published care guidance is treated differently from a product defect.

Exchanges

Domuella does not run a separate exchange programme. If you would like a different item, contact us and we will confirm whether a return and a new order are needed.

This does not affect your right to a replacement where goods are defective, unsafe or incorrectly supplied.

Refunds

Once we receive a returned product, we inspect it. Approved refunds are processed within 5 to 10 business days of that inspection, to the original payment method wherever possible. Your bank or payment provider may need additional time before the refund appears on your statement.

The original R125 delivery charge is ordinarily not refunded on a change-of-mind return, subject to applicable law. Where a return results from an error by Domuella, or from goods that are defective, unsafe or incorrectly supplied, no delivery or return cost is deducted from your refund.

Natural variation

Grain, tone, knots, edges and outline differ from one wooden board to the next, and no two pieces are identical to the photographs. That variation is a property of a natural material and is not a fault.

Natural variation does not excuse actual damage, a manufacturing defect, an incorrect item or a product that differs materially from its description. If you think what you received falls outside normal variation, contact us and we will look at it.

Where to send a return

We do not publish a return address, because the correct destination depends on the product and on which of our suppliers fulfilled your order. Once you log a return request and we approve it, we will give you the return address and the delivery instructions to use.

Please do not send anything back before you have those instructions. A parcel sent to the wrong destination can be delayed, refused or lost, and we cannot take responsibility for a return we did not route.