Returns Policy
Please see below for further information on how to return an item.
We supply physical goods, goods that can be used in the home, kitchen and outdoors so please read and follow all instructions that come with our goods. For example, any documents that help you use our goods.
If you order the goods in advance, we may charge you a reasonable deposit. You will forfeit this deposit if you cancel the order within 10 days before the agreed upon delivery date.
If you ask us to provide you with custom goods, we may charge you any deposit or the full amount for the goods. You may not cancel an order for custom goods prior to delivery, unless we allow this at our discretion. In this case, you will forfeit any deposit or amount already paid for the goods, and we may charge you an additional cancellation fee. The cancellation fee plus the amount forfeited will not be more than the full amount for the goods.
Section 44 of the Electronic Communications and Transactions Act may apply to your electronic transactions. If you qualify as a consumer under the ECT Act, you may be entitled to cancel some electronic transactions within seven days, without reason or penalty. ‘Cancel’ means each party will be placed in the same position that they were in before the transaction took place. This means that you have to return a new, unused good, and we will refund the purchase price. Section 44 is only applicable if you are a natural person – in other words, a human being. You must also be the end user of the goods or service. The transaction must be an electronic transaction — a transaction concluded via (in whole or in part) the website, email, or SMS. This cooling off period does not apply to goods made or altered to your specifications, or goods specially ordered from a foreign country.
You must return any goods in new condition with all original packaging and materials (including any accessories or parts). We will refund the purchase price of the goods within 30 days of the date of cancellation.
We want you to be happy with your purchase, and we understand if you suddenly have a change of heart. You may return most of our products in their new, unopened condition within 30 days of delivery for a full refund. Please see below for information in how to return an item, how to package the return and how we process your refund.
We do our best to ensure the product information, availability, purchase price and associated delivery times and fees are accurately reflected on our site. However, should we accidentally deliver the wrong product to you or if the product is not as described on the website, or is missing any parts: • Please do not remove the product from its original packaging or any of the stickers or labels. • Notify us as immediately and we will collect the product from you at no charge. We will at your choosing: • deliver the correct item to you as soon as possible (if available); or • send you a voucher for the purchase price of the product; or • issue a refund (using the same method of payment you originally used for the purchase).
If your goods arrive damaged, missing any parts or accessories, or inoperable, then we will do our best to resolve the issue. We will require the following information to assess where in the delivery process the damage may have occurred: • photograph of the outer box (including whether it has a Fragile sticker or not); • photograph of the inside of the box, including the inner packaging; and • photograph of the damaged item. If necessary we will arrange collection of the product from you at no charge. Once we have inspected the product or photographs and validated your return (if needed), we will, according to your preference: • replace the product (if available); or • issue a refund voucher for the purchase price of the product or • issue a refund (using the same method of payment you originally used for the purchase).
There are different methods of returning an item. • You may drop off the item at our head office in Kramerville, Johannesburg. There is no cost associated with this. • You may select a pick-up date and the item will be collected from you. We may charge a fee for this service should it be deemed necessary.
The returning product must be packed in its original packaging, in another box with as much padding and protective packaging as possible so that it can travel safely back to us. If the returning product has not been packaged properly and is damaged, then we simply cannot give you a refund. It is your responsibility to package the item correctly.
You will be offered a Morsø credit or a product exchange. If you specifically require another form of refund (i.e. credit card or EFT), a 7% fee of the refund amount may be charged. Refunds are handled every Friday and can can take up to 3 working days to reflect in your account once processed due to banking timelines.
Refunds are handled every Friday and can can take up to 3 working days to reflect in your account once processed due to banking timelines. Replacements may take longer as these are dependent on availability.
We warrant that all our goods are new and of good quality unless we clearly describe them as used or reconditioned or as having specific defects. Our wood-burning stoves and kitchenware of cast iron carry a 10-YEAR WARRANTY from the date of purchase as shown on the invoice. Whereas ovens of sheet iron and Morsø outdoor ovens carry a 5-YEAR WARRANTY from the date of purchase as shown on the invoice.
A customer that believes goods are defective should contact us immediately and we will use a suitably qualified examiner to examine the goods and produce a report for us to consider. A suitably qualified examiner is a reputable and independent person trained and qualified to repair goods. We will not charge you for this service.
A consumer must return unsuitable goods within thirty days of delivery according to our returns and refunds procedure below.
You must use our returns and refunds procedure for returning defective or unsuitable goods, or else we may refuse to accept them. Our returns and refunds procedure is as follows: • Any return of physical goods must include all accessories and instructions, and all original packaging that is still available. Returns that are sent back otherwise will have a 10% repackaging fee levied against them. If original delivery packaging is not available, please make sure the goods are in protective packaging as we are not responsible for any damage in transit. If the returning product item has not been packaged properly and is damaged, then we simply cannot give you a refund. It is your responsibility to package the item correctly. • When you receive your returns reference number (e.g.: TGC2345), please write the return claim number (e.g.: TGC12345) clearly on the outside of the package. We may refuse to accept a package that does not have this return reference number on it. • If you are outside Gauteng, the item must be returned to us by a courier. If you are in Gauteng, you may choose to drop the item off at our showroom in Kramerville. • If you claim that our goods are defective, our staff will examine the goods for defects. In the case of physical goods, our staff will examine the actual goods. They will report to us whether the goods were defective, were misused, or are of good quality. We do not regard the following as defective: ◦ 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; or ◦ where the specifications of a product, although accurately described on the website and generally fit for its intended purpose, do not suit you. • If you choose for us to repair or replace the goods or we decide to do so ourselves, we will contact you as soon as reasonably possible to organize the necessary steps to repair or replace the goods. • If you choose for us to make a refund or we decide to do so ourselves, we will contact you and arrange payment of the refunded amount into a bank account of your choice. • If the item was given to you as a gift, you will need to provide the original purchaser’s details. We will give you a refund of a Morsø credit to the value of the item. • All free gifts, bonus items or vouchers 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, bonus or bundled item, or used portion of any gift card will be deducted from any refund.
We aim for complete customer satisfaction. We respect our customers’ rights and always try to comply with best practice and all relevant laws. If you are not satisfied with any of our goods, or have any questions, please contact our customer support department and have your invoice ready. We will try our best to solve your problem. We are proud of the reputation of our goods.
Any complaints regarding the standard and quality of the product or products bought by consumers through our website should be directed to our Kramerville Store.