Decofurn refusing to replace damaged goods — concerns regarding CPA compliance

I am extremely disappointed with Decofurn’s handling of a damaged mirror I purchased as a gift.

When the damage was discovered, I contacted Decofurn to request a replacement. Their response was to refuse the replacement based on their 48-hour inspection requirement.

My concern is that Decofurn appears to be treating its internal 48-hour policy as though it overrides the consumer protections provided by the Consumer Protection Act (CPA). In my view, a retailer cannot simply rely on an internal policy to avoid its statutory obligations where a product is defective or does not meet the requirements of the CPA.

I am particularly disappointed because I have spent thousands of rand with Decofurn as a customer. The value of this particular mirror is relatively small, and I would have expected the company to resolve the matter reasonably, especially given my history as a customer.

Instead, I have been left with a damaged product and a refusal to provide a replacement.

This is not about the amount of money involved. It is about consumer rights, accountability and the principle of a retailer honouring its obligations under the CPA.

I would strongly encourage other customers to fami****ise themselves with their rights under the Consumer Protection Act and not simply assume that a retailer’s terms and conditions automatically override those rights.

Very disappointing experience with a company I previously trusted enough to spend thousands with.