The fine print, in plain words.

1. Who we are

Flippin Furniture (Pty) Ltd is a furniture restoration workshop in Bryanston, Johannesburg, run by Reynard du Toit and Kayla Krog. You can reach us on WhatsApp at 071 873 4307 or by email at [email protected]. We work from home, so we send the workshop address once you book.

2. Quotes

• We quote in writing from your photos, description and measurements. The prices on our website are a guide; your written quote is the price.
• A quote is valid for 14 days, unless it says otherwise.
• We check every piece again when it arrives. If we find something the photos didn't show, such as woodworm, rot, loose veneer or old repairs that need redoing, we tell you and give you the new price before doing any extra work. You can then go ahead, change what we do, or have the piece returned and pay only for the trips already made.

3. Deposit and payment

• A deposit, shown on your quote, books your slot. We start once it reflects.
• The balance is due once you've seen photos of the finished piece, before we deliver it or you collect it.
• You can pay by EFT or card. Please use the reference on your invoice.
• Prices are in South African rand and are the full amount you pay. If we register for VAT, your quote and invoice will show it.

4. Changing or cancelling

• Before we start work: you can cancel at any time. We refund your deposit, less any costs we've already had for your job, such as a collection trip or materials bought specially for it. We'll show you what those are.
• Once work has started: you can still stop the job. We charge for the work already done and the materials used, refund the rest of your deposit, and return your piece. The return trip is charged at the normal rate.
• Custom builds: once we've bought or cut the timber for your piece, the cost of those materials can't be refunded, because they're cut to your size.
• If we have to cancel, for any reason, we refund everything you've paid for work not done, and return your piece at our cost.
• Want to change the colour, finish or level of work? Ask before we get to that step and we'll tell you if the price changes.

5. Collection and delivery

• Collection and delivery are priced per trip by distance from the workshop, and shown on your quote. Collect-and-return is two trips.
• We use trusted transport partners (such as SHIMI or QikTruck) or our own vehicle. We agree a day with you first.
• Someone over 18 needs to be home, and the way in and out needs to be clear. Stairs without a lift add R150 a trip.
• If nobody is home when we arrive, or the piece can't be reached, the wasted trip is charged.
• You're welcome to drop off and collect yourself, by appointment, at no charge.

6. While your piece is with us

• Before it moves, we photograph your piece with you and note any existing damage on a job card.
• If something is damaged while it's in our care, including in transport we arranged, we fix it at our cost.
• Please empty drawers and cupboards first. We can't be responsible for things left inside.
• The time we give is our honest estimate. Finishes need time to cure, and we won't rush that. If your piece will be late, we'll tell you as soon as we know.

7. The nature of old wood

Every piece of solid wood is different. Stripping can show grain, colour changes, old repairs or marks that were hidden under the old finish. We match stains and colours as closely as we can, but wood takes colour differently from piece to piece, so it may not be identical to a photo, a sample or another piece. Some marks are part of the wood's age and character. If we think something can't be fully removed, we'll tell you before we start.

8. When it's finished

• We send you photos of the finished piece. Once the balance is paid, we book delivery or your collection.
• If a finished piece isn't paid for and collected within 30 days of those photos, we may charge a reasonable storage fee. We'll agree the amount with you first.
• If we still can't reach you, or the balance isn't paid, three months after the photos we'll write to you on WhatsApp and email. If there is no reply within 30 days of that, we may sell the piece to cover what's owed and pay you anything left over.

9. Our guarantee

• Refurbishment and repairs: we guarantee our work and materials for 3 months from delivery, as the Consumer Protection Act requires.
• Custom builds and pieces we sell: guaranteed for 6 months against defects.
• This covers things like a joint we repaired coming loose, or a finish we applied peeling or bubbling under normal home use.
• It doesn't cover normal wear, heat or water marks, scratches, fading in direct sun, damp, pets, damage when someone else moves the piece, or parts we didn't work on.
• If something goes wrong, send us photos on WhatsApp. We'll repair it, and if it can't be repaired, refund what you paid for that part of the work.
• New finishes need two to four weeks to harden fully. Use coasters and mats, wipe spills straight away, and avoid harsh cleaners. We send care tips with every piece.

10. Buying a restored piece

• We describe every piece honestly, with photos and measurements. Older pieces show signs of age that we'll point out.
• You're welcome to view a piece by appointment before you buy. A piece is yours once it's paid for; until then it may be sold to someone else, unless we've agreed to hold it for you.
• If you buy a piece without seeing it in person (on WhatsApp, Facebook or through the website), you may return it within 7 days of delivery for a full refund of the price, as long as it's in the same condition. We collect it at the normal trip rate and refund you within 30 days.

11. Photos of your piece

We take before, during and after photos for our records. We only show them on our website or social media if you agree, and we never show your name or address. See our privacy policy for how we look after your information.

12. Responsibility

We take great care with every piece. If something goes wrong because of our work, we'll put it right, or refund what you paid for that work. We're not responsible for indirect losses, such as the cost of hiring furniture while yours is with us. Nothing in these terms limits any responsibility that the law doesn't allow us to limit.

13. Complaints

Please talk to us first, on WhatsApp or by email. We'll reply within two working days and do our best to put it right. If we can't agree, you may contact the Consumer Goods and Services Ombud (cgso.org.za) or the National Consumer Commission (thencc.org.za).

14. General

These terms are governed by South African law. We may update them from time to time; the version on this page when you accept your quote applies to your job.