Terms & Conditions

1.  Furniture on order

1.1 Final payment

• No deliveries/collections will take place before payment for merchandise is made in full and cleared by our bank.
• Items will remain the property of Incanda, until full payment has been received.

1.2 Deliveries & Storage Fees

• Once full payment has been received, a mutually suitable delivery date will be arranged between Incanda and the client.
• In the unlikely event of Incanda not being able to meet the delivery date as confirmed, the client will be informed to make suitable alternative arrangements.
• Deliveries will only be made where the merchandise can fit in lifts, staircases or fits through doors. No merchandise will be hoisted.
• If a furniture piece cannot fit through a door or up a flight of stairs and after all avenues have been exhausted to no avail, the client will be refunded, but Incanda will subtract the actual delivery charge quoted as well as a 10% handling fee on the product if it is a normal and not a custom made product (for instance own fabric).  If it is a custom made product, the item cannot be returned.  Incanda will sell the product on the clients behalf, but cannot guarantee any minimum price.
• Deliveries will take place on working days during office hours.
• The delivery crew will not be responsible to move existing furniture in order to place new furniture items. Please ensure that the specific room is empty, and space has been created to place new merchandise.
• A storage fee will apply for delayed collections or deliveries after one week.
• For collections, clients are responsible for any extra protection material needed for furniture items on the trailor, vehicle etc.
• Collection of furniture is on own risk.
• Clients need to bring assistance for the collection of furniture. The Incanda team does not always have enough staff to assist with the loading thereof.

 1.3 Cancellation of orders

• A 5% handling fee will apply if a client cancels an order if manufacturing has not commenced.
• A 10% handling fee will apply if manufacturing has already commenced.
• No cash refunds will be given; only in-store credit will be provided.

 1.4 Returns and repairs

• In the event that an item is damaged or defects are detected, complaints should be reported within 7 days from the date of purchase to the branch where the item was originally purchased. Where possible, any defects will be repaired. Where necessary, items with a defect that cannot be repaired will be replaced. This decision will be at Incanda’s discretion.  Please note that not all natural scratches and marks on leather, as well as not all knots and small cracks in wood, can be classified as defective.  Our items are manufactured with these imperfections still visible.
• Should a client wish to return an item that was made on order, that has already been delivered AND which does not exhibit any visible defects, a 10% handling fee will apply and transport costs will not be refunded. Returns will only be granted within 7 days of delivery. Returns on custom-made items are not allowed.
• No cash refunds will be given; only in-store credit is provided.
• Sale items cannot be returned or repaired.

1.5 Disputation

If at any time a dispute occurs between Incanda and a client with regards to deliverables of any nature, Incanda reserves the right to terminate the contract without stating any reasons. In such circumstances Incanda will reimburse any monies received from the client, as well as any interest earned. There will be no further obligations between the two parties upon termination of the contract.

2.  After-sales service and guarantee

• Please note that leather has natural markings and colour variations, while wood has knots, small cracks and colour variations. Our items are manufactured with these imperfections still visible.
• Although we are confident that if cared for properly, our furniture will last for many years, we cannot provide a lifetime guarantee. Any furniture piece will show signs of wear and tear, especially under direct sunlight conditions.
• We enjoy a policy of open communication with clients. Clients are urged to immediately discuss any problems which may arise. We arrange on-site inspections where necessary. After consultation with the client, we will suggest a solution.
• Should a problem occur within the first few weeks or months after purchase, it is very likely that it will be repaired or resolved with minimal fuss. However, after longer periods, we are obliged to ask the necessary standard questions and might charge an amount commensurate to the extent of the required repair.
• We do all repairs on an ex-factory basis. In other words, should you decide to take your furniture to Timbuktu, we can unfortunately not cover the transportation costs.

3.  Care instructions

We produce high quality furniture and take tremendous pride in doing so. Please note the leather used for our items has not been artificially enhanced, and we aim to maintain the original character of the raw materials we use. Also be aware that natural leather markings are normal to appear in upholstered item, e.g., healed scars, variations in graining, wrinkles, veining, differences in colour tone, tick bites, thorn marks, etc. These are distinctive signs of the animal’s life which also accentuates the genuineness of the leather, while revealing the authentic robustness of the natural skin.  Wooden furniture will show knots and small cracks and will show colour variation – especially on Blackwood.  This is part of the nature of the product and cannot be seen as a defect.

3.1 Leather furniture

• Never expose your upholstered leather couch or chair to direct sunlight. This will cause the leather to fade faster.
• Regular treating of leather furniture with Incanda’s specialised leather food is advisable. The product is available at all our showrooms. We advise that you treat your furniture once or twice a year. Should you live in an area with extreme weather conditions, we advise more regular treatments (every three to six months).
• It is important to be aware that all types of leather inevitably fade over time, and fading is not an indication of material of a poor quality. We can therefore not be held responsible for the natural fading of the leather used for the manufacturing of our furniture.
• Any liquid spills on furniture must be wiped off immediately with a wet cloth.
• If your couch will be used in a high traffic area, or should you be concerned about unavoidable or possible spillage on a couch, it is advisable to let us treat the furniture with a fibre protection sealant.
• Please be mindful that this treatment process needs to be repeated annually to be effective and it is not a guarantee against all damages.  The sealant treatment process may also slightly affect the appearance of open grain leathers, e.g., buffed leather.

3.2 Fabric upholstered furniture

• Avoid exposing your fabric upholstered furniture to direct sunlight, as this will cause the fabric to fade faster.
• Spills can be wiped off or even washed off using a standard household fabric cleaner.
• A fibre protection (scotch guarding) is recommended for high traffic areas in order to improve stain resistance.
• Cushions with loose filling should be puffed up regularly to disperse the filling evenly and to ensure soft and comfortable seating. Should the filling not puff up sufficiently for any reason, kindly contact one of our showrooms for assistance.

3.3 Wood furniture

• You can treat our Blackwood and Oakwood furniture with Woodoc furniture wax, which can be purchased at any hardware store. We recommend you use the yellow bottle with the red cap. It is optional to sand the wood lightly down with a very fine (200 grain) sanding paper.
• Please note Mr Min is not recommended to use on either Blackwood or Oakwood. Rather use a weak Sunlight liquid solution.