We want you to be happy with your purchase. If you are not completely satisfied, you can return the product to us and we will either repair/replace it, or credit your account, subject to the below terms. This Policy applies to products bought from PINNACLEHOMEWARE itself and from Third Party Sellers.

This Policy forms part of the PINNACLEHOMEWARE Terms and Conditions, and so words defined in the Terms and Conditions have the same meaning in this Policy, unless the context indicates otherwise. Nothing in this Policy is intended to limit your statutory rights in any way.

Preparing your products for a return

To ensure your request is processed as quickly as possible you are responsible for the following when returning your products;

  • package your products safely and securely for protection during transit;
  • clearly mark your return reference number on the outside of the parcel; and
  • include all accessories and parts that were sold with the product.

Failure to adhere to any of these requirements could delay the processing of your request or result in its decline altogether.

You can return an unwanted product to us at no charge, provided:

  • it is undamaged and unused, with the original labels and stickers still attached;
  • save in relation to Unboxed Deals, reconditioned products and used products, it is in the original packaging, which must be undamaged and in its original condition with all seals still intact (if applicable).
  • it is not missing any accessories or parts;
  • you log a return on the Website within 30 days of delivery to you or collection by you of the unwanted product. After 30 days, you can only return a product if it is defective

We will collect the product from you at no charge. Once we have inspected the product and validated your return, we will credit your account with the purchase price of the product within 10 days of the return (or refund you if that is your preference).

Not what you ordered?

If we accidentally deliver the wrong product to you, or if the product is not as described on the Website, please notify us and we will collect the product from you at no charge. If the product is missing any accessories or parts. Once we have inspected the product and validated your return, we will at your choice deliver the correct product to you as soon as possible (if the correct product is available); or credit your account with the purchase price of the product within 10 days of the return (or refund you if that is your preference).

2: Products damaged on delivery

Should a product be damaged or missing any parts or accessories at the time of delivery / collection, please notify us within 7 days of such delivery / collection by logging a return on the Website.

We will arrange to collect the product from you at no charge. Once we have inspected the product and validated your return, we will at your choice repair / replace the product as soon as possible (if such repair is possible/ we have the same product in stock to use as a replacement) or credit your account with the purchase price of the product (or refund you if that is your preference).


3: Defective products

We do our best to ensure that the products we deliver to you are of a high quality, and in good working order and without defects.

What is a defect? A defect is a material imperfection in the manufacture of a product or any characteristic of a product, which makes the product less acceptable than one would reasonably be entitled to expect in the circumstances.

The following will NOT be regarded as defects and will not entitle you to a return under this section.

  • faults resulting from normal wear and tear;
  • damage arising from negligence, user abuse or incorrect usage of the product;
  • damage arising from electrical surges or sea air corrosion;
  • damage arising from a failure to adequately care for the product;
  • damage arising from unauthorized alterations to the product;
  • where the specifications of a product, although accurately described on the Website and generally fit for its intended purpose, do not suit you.

Repair Policy on Appliances

Any product that is older than 6 months, but still covered by our warranty policy, is eligible for repair. Please note that manufacturer Warranty Terms and Conditions apply. If the product has been repaired twice and the fault continues, the customer is eligible for credit or an exchange.

If the product that needs to be repaired is not under warranty, our service centre will contact the customer with a quotation to arrange a repair outside of the warranty. The customer will then be liable for the repair cost. If a repair cannot be made, the customer will be contacted to collect or organise a collection of their original product from our Service Department.

Please see below details for your nearest Service Department:

JHB Service Department

70 Webber Street,



Tel: (011) 490 9600

CPT Service Department

Unit 1 Maitland Business Park

Mowbray Road


Tel: (021) 552 5161

DBN Service Department

12 Station Drive



Tel: (031) 303 1163

Refund Policy

We will not be able to accept the return of a product if the above conditions are not met.

If you return a defective product to us, but you fail to return all of the accessories and parts that were sold with that product, we are entitled to (subject to applicable law) refuse the return, only to replace the product that you did return, or to estimate the value of the missing accessories and parts and only to credit or refund you in respect of the returned product.

If you return a product that does not comply with this policy, you may be liable to reimburse PINNACLEHOMEWARE for the cost of collecting the product from you and the cost of having the product returned to you.

The following details will be provided by you: name and surname, contact details, EFT banking details and proof of banking. Refunds will be processed within 10 working days from the date of collection. Please note that the delivery fee on unwanted or cancelled orders is non-refundable


Bonus items/Gift Cards/Bundled items

All gift cards or bonus items attached to the purchased products, or all elements of any bundled items, must also be returned with the original purchase. If not, the value of any such unreturned gift card, bonus or bundled item, or used portion of any gift card will be deducted from any refund.


Special Exception – please choose carefully as we do not offer exchange or refund on PINNACLEHOMEWARE Gift Card purchases unless the item is faulty, significantly different from what was shown to you, not doing what it is supposed to do, in breach of consumer guarantees or where otherwise required by law.


Payment Method


We will refund using your original payment method or, where appropriate and at Pinnacle Homeware sole discretion, on a Pinnacle Homeware Gift Card. We are confident that you’ll be thoroughly satisfied with your purchase from us. It’s a good idea for everyone, though, to have guidelines in place in case something happens.