Returns, Exchanges, Product Care & Warranty Policy

Overview

CityBirds designs and manufactures premium furniture using natural materials and refined craftsmanship. Many of our pieces are handcrafted or made-to-order, and our policies reflect the nature of
bespoke furniture production, delivery, and long-term product care.

Our priority is to ensure every CityBirds piece meets our quality and craftsmanship standards while providing fair and practical resolutions where concerns arise.


1. Returns & Resolution — Standard Catalogue Furniture

At CityBirds, we work closely with clients to ensure every delivered piece meets our quality expectations.

Return Requests

Requests for standard catalogue furniture must be submitted within 7 days of delivery. Items must be in substantially the same condition as delivered and free from:

  • Structural damage
  • Misuse
  • Permanent staining
  • Alteration
  • Excessive wear

CityBirds reserves the right to inspect and assess product condition before approving any return.



Resolution Approach

Where a return request is approved, CityBirds will prioritise the following solutions:

  • Repair — to restore the item to original quality standards
  • Replacement — where repair is not possible
  • Exchange — for an alternative item of equal value
  • Store credit or refund — provided where appropriate at CityBirds’ discretion

This approach ensures every CityBirds piece continues to meet our craftsmanship and quality expectations.

Collection & Handling
  • Collection and return transport costs are the responsibility of the client unless the item is defective or incorrect.
  • Collection and handling fees may apply.


2. Custom & Made-to-Order Furniture

All custom, bespoke, and made-to-order furniture is produced specifically for each client.

Custom or made-to-order pieces are not eligible for return, exchange, or refund once production has commenced.

If a verified manufacturing defect, incorrect specification, or delivery damage occurs, CityBirds will arrange repair, replacement, or an appropriate resolution.


3. Exchanges

Where an exchange is approved:

  • Requests must be made within 7 days of delivery
  • The item must meet return eligibility requirements
  • Transport costs for exchanges are covered by the client

Custom and made-to-order pieces are not eligible for exchange.


4. Product Inspection & Defect Reporting

Clients must inspect all products upon delivery or installation.

  • Any visible defects must be reported at delivery.
  • Structural defects must be reported within 30 days of delivery.

CityBirds will rectify verified manufacturing defects reported within this period.

Failure to report defects within the specified timeframe may limit warranty claims.


5. Warranty Coverage

CityBirds warrants all products against material and manufacturing defects.

Warranty applies where damage results from:

  • Manufacturing faults
  • Material defects
  • Workmanship issues

Warranty does not apply to:

  • Misuse or negligence
  • Improper handling or installation
  • Environmental exposure not suited to the product
  • Failure to follow product care guidelines
  • Normal wear and tear

Approved warranty claims may result in repair, replacement, or appropriate resolution.


6. Product Care Guide

CityBirds furniture is produced using premium natural materials including solid oak and handcrafted finishes. Proper maintenance preserves durability, appearance, and longevity.

Care Guidelines

  • Avoid placing indoor furniture in direct sunlight unless designed for outdoor use.
  • Treat wood surfaces with oil or wax approximately every 5 months.
  • Apply care products following the direction of the wood grain and buff evenly.
  • Avoid household cleaning chemicals that may damage finishes.
  • Clean spills immediately using a soft cloth to prevent staining.
  • Test care products on inconspicuous areas before full application.

Failure to follow care guidelines may affect warranty coverage.


7. Natural Material Characteristics

CityBirds furniture uses natural materials and handcrafted processes. Variations in colour, grain patterns, knots, texture, and natural markings are inherent characteristics and not considered defects. Each piece is unique.


8. Damaged Items in Transit

If an item arrives damaged:

  • Notify CityBirds within 48 hours of delivery
  • Provide photographs and a description of the issue

CityBirds will arrange repair, replacement, or appropriate resolution once verified.


9. Order Cancellations

Standard Catalogue Items

Orders may be cancelled within 24 hours of purchase if dispatch has not commenced.

Custom Orders

  • Cancellation before production may incur a fee.
  • Once production has begun, deposits and payments are non-refundable.


10. Delivery & Access Responsibility

Clients are responsible for ensuring adequate delivery access and correct measurements of entryways and installation spaces. Additional transport charges may apply where delivery cannot be completed due to access limitations.


11. Returns, Exchanges & Warranty
Requests

To initiate a return, exchange, or warranty claim:

  • Email: admin@meetlostudio.co.za
  • Phone / WhatsApp: +27 (66) 3949-242

Please include:

  • Full name
  • Order number
  • Description of the issue
  • Clear photographs where applicable

All requests must reference the order number.