Policies
Terms and conditions of sale
Welcome to Joy in a Box. These Terms and Conditions govern your use of our website and the purchase of products and services from Joy in a Box. By using our website or placing an order, you agree to these Terms and Conditions, subject to your rights under applicable South African law. Please read these terms carefully before placing an order.
1. About Joy in a Box
Joy in a Box is a South African home décor business offering decorative products, soft furnishings and bespoke décor solutions. Our products and services may include decorative cushions, cushion inners, lampshades, ottomans, curtains, outdoor cushions, upholstery and other home décor products or services made available through our website. Business details • Legal business name: JOYINABOX (PTY) LTD • Business registration number: 2026/236230/07 • Telephone number: +27 73 992 3192 • Website: joyinabox.co.za
2. Use of our website
You agree to use our website lawfully and provide accurate information when making enquiries, registering an account or placing an order. You must not misuse our website, interfere with its operation, attempt unauthorised access or use our website for fraudulent or unlawful purposes. We reserve the right to take appropriate action where our website is misused, subject to applicable law.
3. Product information and images
We make reasonable efforts to ensure that product descriptions, photographs, dimensions, prices and other information displayed on our website are accurate and up to date. However, the following variations may occur: • Colours may appear slightly different depending on your screen, device settings, lighting and the actual material. • Fabric textures, patterns and finishes may vary depending on the material selected. • Handmade and made-to-order products may have minor variations consistent with their materials and method of manufacture. • Product dimensions and specifications will be stated where applicable. Customers should review these details before ordering. We will not knowingly misrepresent our products. Any material discrepancy between a product's description and the item supplied will be handled in accordance with applicable consumer-protection law.
4. Bespoke and made-to-order products
Our Tailored for You offering allows customers to enquire about products made or adapted to their specifications. Depending on the product, customisation may include dimensions, fabric selections, colours, shapes, proportions and other agreed design details. Before production begins, customers are responsible for reviewing and confirming the relevant specifications, measurements, fabric selections, design details and quotation. Once a bespoke order has been approved, changes may affect the price, production schedule and delivery date. Any requested changes must be agreed upon with Joy in a Box in writing. We will advise you of any additional costs or changes to the expected completion date before proceeding with the revised work. Bespoke products are made with the customer's agreed specifications in mind. Consequently, they may not be suitable for resale to another customer if the original order is cancelled. Cancellation, return and refund requests for bespoke products will be considered according to the agreed order terms and applicable law. Customisation does not automatically remove any statutory rights a customer may have.
5. Prices and quotations
All prices will be displayed in South African rand (ZAR), unless otherwise stated. Product prices, quotations and any applicable delivery charges will be communicated before the customer commits to an order. Unless expressly included in the quotation, additional services, materials, alterations, installation, delivery or other charges may be charged separately. Quotations for bespoke products will be based on the specifications, materials, quantities and services agreed upon. Where a quotation has a validity period, that period will be stated on the quotation. If no validity period is stated, please confirm the quoted price with us before accepting it after a significant delay. If an obvious pricing or listing error occurs, we will contact the customer to clarify the correct price before proceeding with the affected order.
6. Orders and order confirmation
An order is subject to acceptance by Joy in a Box. We may need to confirm product availability, fabric availability, measurements, specifications, delivery arrangements and payment before accepting an order. For bespoke products, the order may require a written quotation, design confirmation or other written agreement before production begins. Customers should check their order confirmation carefully and contact us promptly if any details are incorrect. We reserve the right to decline or cancel an order where there is a legitimate reason, including product unavailability, an inability to fulfil the agreed specifications or suspected fraudulent activity. Where payment has already been received, any applicable refund will be handled in accordance with applicable law and the circumstances of the cancellation.
7. Payment terms
Payment methods accepted by Joy in a Box will be indicated on the website, invoice or quotation. Where an order requires a deposit or advance payment, the amount, payment schedule and balance due will be specified in the quotation or written order confirmation. Production will commence once the agreed payment and approval requirements have been met. Customers are responsible for ensuring that payments are made correctly and within the agreed timeframes. Where a balance remains outstanding, we may postpone dispatch or delivery until payment is received, subject to applicable law and the agreed terms. Any cancellation, refund or deduction relating to a deposit or advance payment will be assessed according to the agreed order terms, work already performed, costs reasonably incurred and applicable law. No provision in these terms excludes a refund or remedy where the law requires one.
8. Production and lead times
Production and delivery estimates will be communicated during the ordering process or included in the relevant quotation. Lead times may depend on the product, quantity, complexity, availability of materials, customer approvals and the production schedule. For bespoke products, the production period may begin only once the required payment, measurements, fabric selections and design approvals have been received. We will make reasonable efforts to meet agreed timelines and will notify customers of material delays where reasonably possible. If an order is delayed beyond the agreed period, the available remedies will be determined in accordance with the agreement and applicable law. Customers should contact us before placing an order if a product is required for a particular date or event. A specific delivery date is only guaranteed where expressly agreed in writing.
9. Delivery and collection
Joy in a Box will communicate the available delivery or collection arrangements, estimated delivery timeframes and applicable charges before an order is finalised. Customers must provide accurate delivery details and ensure that someone is available to receive the order where required. Additional costs arising from incorrect addresses, failed delivery attempts or customer-requested changes may apply where lawful and disclosed to the customer. Delivery dates are estimates unless expressly confirmed as guaranteed. Responsibility for goods during delivery will be determined in accordance with applicable law. Customers should inspect their orders upon receipt and report any visible damage, missing items or discrepancies as soon as reasonably possible. A customer's failure to report a problem immediately does not automatically remove any statutory rights.
10. Returns, exchanges and refunds
We want our customers to be satisfied with their purchases. Requests concerning returns, exchanges, defects, incorrect items or refunds should be sent to our customer service email address, together with the order number and a description of the issue. 10.1 Standard products For standard, non-bespoke products, customers who wish to return an item because they have changed their minds should contact us to discuss the request. Any voluntary change-of-mind return or exchange will be subject to the applicable return policy communicated for the product, provided that it does not limit any rights protected by law. 10.2 Bespoke and personalised products Because bespoke products are made or adapted to agreed customer specifications, a change-of-mind cancellation or return may not be possible once production has commenced or materials have been committed to the order. Each request will be considered according to the agreed specifications, work already performed, applicable costs and the customer's rights under South African law. Nothing in this section excludes rights or remedies that cannot lawfully be excluded. 10.3 Defective, damaged or incorrect products If an item is defective, damaged in transit, materially different from the agreed specifications or incorrect, please contact us with supporting photographs and order details where available. We will investigate the matter and provide an appropriate remedy in accordance with applicable law. Depending on the circumstances, this may include repair, replacement, a refund or another legally appropriate solution. 10.4 Refund processing Where a refund is approved or legally required, we will explain the process and any information needed to complete it. Refunds will be processed within the period required by applicable law or the agreed refund arrangement, whichever is applicable. Customers should not return goods without first contacting us for return instructions, unless applicable law provides otherwise.
11. Cancellations and order changes
Customers who wish to cancel or change an order should contact Joy in a Box as soon as possible. For standard products, cancellation requests will be assessed according to the order's status and applicable law. For bespoke products, cancellation after production has commenced may result in costs having already been incurred for materials, labour or other work specifically undertaken for the order. Any amount retained or charged following cancellation must be justified by the agreed terms and applicable law. A cancellation fee or deduction will not be imposed where it is prohibited by law. Where Joy in a Box is unable to fulfil an order, we will contact the customer and provide the appropriate options and remedies under the applicable agreement and law.
12. Product care and customer responsibilities
Customers are responsible for using and caring for products in accordance with any care instructions provided. Fabric, upholstery, lampshade and other home décor products may require different cleaning methods depending on their materials and construction. Customers should follow the care instructions supplied with the product and seek advice before using cleaning products or methods that may damage it. Where a customer supplies measurements, fabric, materials or design specifications, the customer is responsible for ensuring that the information supplied is accurate and suitable for the intended use. This does not remove Joy in a Box's responsibilities for its own workmanship, representations or obligations under applicable law.
13. Warranties and consumer rights
Our products are supplied subject to the warranties and consumer protections applicable under South African law. Where the Consumer Protection Act applies, customers retain their rights relating to product quality, safety, durability, defects and appropriate remedies. Nothing in these Terms and Conditions is intended to exclude, restrict or waive a consumer right that cannot lawfully be excluded, restricted or waived. Any additional product warranty offered by Joy in a Box will be communicated separately and will apply according to its stated terms, subject to statutory rights.
14. Intellectual property
Unless otherwise stated, the Joy in a Box name, logo, website content, product photography, written content, graphics and original design materials are owned by Joy in a Box or used with permission. These materials may not be copied, reproduced, distributed, modified or used commercially without the necessary authorisation, except where permitted by law. Customers may not use our branding, images or original materials in a way that falsely suggests an official relationship with Joy in a Box. Where a customer provides design references, photographs or other creative materials, the customer must have the necessary rights or permission to use and share those materials.
15. Privacy and personal information
Joy in a Box collects and processes personal information as reasonably necessary to manage enquiries, process orders, arrange delivery, communicate with customers and operate its business. Personal information will be handled in accordance with applicable data-protection law, including the Protection of Personal Information Act (POPIA), where applicable. Our separate Privacy Policy will explain what information we collect, why we collect it, how it is used, how it may be shared and what rights customers may exercise. Customers who subscribe to marketing communications may unsubscribe using the mechanism provided in those communications.
16. Website availability and security
We make reasonable efforts to keep our website available and functioning correctly. However, temporary interruptions may occur because of maintenance, technical faults, security issues or circumstances outside our control. We do not guarantee uninterrupted access to the website at all times. Nothing in this section excludes liability that cannot lawfully be excluded.
17. Limitation of liability
Joy in a Box will fulfil its obligations in accordance with the applicable agreement and South African law. To the extent permitted by law, Joy in a Box will not be responsible for losses arising from circumstances outside its reasonable control or from a customer's failure to provide accurate information or follow applicable product-care instructions. Nothing in these terms excludes or limits liability for fraud, wilful misconduct, gross negligence where exclusion is prohibited, or any other liability or consumer remedy that cannot lawfully be excluded or limited.
18. Complaints and dispute resolution
If you have a complaint or concern regarding an order, product or service, please contact us first so that we have an opportunity to investigate and resolve the matter. Please include your order number, relevant correspondence and a clear description of the issue. We will make reasonable efforts to respond and resolve complaints fairly. If a dispute cannot be resolved directly, either party may pursue the remedies available through the appropriate consumer-protection body, dispute-resolution process or competent court, as permitted by law. Nothing in this section prevents a customer from exercising a statutory right to refer a dispute to an appropriate authority.
19. Changes to these terms
Joy in a Box may update these Terms and Conditions when necessary to reflect changes in our products, services, business practices or legal obligations. The latest version will be published on our website with its applicable update date. Changes will not retrospectively remove rights or alter an existing order agreement where doing so would be unlawful. Customers should review the applicable terms when placing an order.
20. Governing law
These Terms and Conditions are governed by the laws of the Republic of South Africa, subject to applicable consumer-protection legislation and any mandatory legal rights.
21. Contact us
If you have questions about these Terms and Conditions, an order, a return or a bespoke enquiry, please contact us: • Telephone: +27 73 992 3192 • Email: hello@joyinabox.co.za • Website: joyinabox.co.za
Questions? Email hello@joyinabox.co.za or call +27 73 992 3192.