Terms and Conditions
Policy & Cookies
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Purchasing a Iltoro design product and bespoke made items.
We have a no refund policy for bespoke or custom made items or projects.
We will only hand over a custom made item or project when we feel 100% satisfied with the end results.
A custom made item takes time, and is uniquely tailored to suit the clients needs.
Please understand, we are the designers, all our items are manufactured by selected manufacturing teams.
The labor that goes into making these items take time and we can only hand over a finished product once we are satisfied with the results.
Most of our items are welded and steel is not always perfect, we do have a grungy look to our items from time to time.
Steel has many imperfections that you can't always hide, the weld might be visible from time to time to ensure the item is strong enough.
NB:A client who requested a certain detail on their items takes full responsibility for their own request.
We will recommend what we think is best, but there are cases where clients want a certain detail.
The client needs to take full responsibility if their requested detail does not work from a manufacturing point of view.
Natural products, such as timber.
This is vital to understand.
The grain of any type timber will always be different, as timber is a natural product a timber grain is not something we can manipulate.
Timber products may have natural markings and color variations due to the nature of the product.
Under no circumstances do we take liability for any type of timber defects over time.
Clients take the full responsibility for the Timber, maintaining this and doing their own research on their timber and environment it is in.
If clients have aircon's, heaters or any form of direct sunlight getting into contact with the timber, this will result in the timber changing by either expanding or shrinking as well as drying out, drying out result to cracking and breaking possible even bending. Iltoro design will not take any responsibility for the timber, the end user and client has to maintain their furniture, if the client wants us to maintain the units, Iltoro design would then quote the client accordingly.
We will not replace or fix any timber related item, unless the client pays for the material and cost of production and our time, by purchasing an item of ours, your understand and agree to these terms.
If the client has ordered timber, and no longer wants timber, they are liable for the change of material cost, not Iltoro design such cost will also involve manufacturing fees.
Grain and timber has the characteristics of a natural product and not defects or signs of damage, unless clearly shown as broken when receiving the unit.
Please understand, the weather conditions in your country might be up and down, this does have an effect on timber and steel.
Timber can expand, break or even shrink due to the weather.
Timber has to be sanded and varnished from time to time, we do not offer this service, unless agreed by the team before an order goes ahead.
Always use coasters, place-mats, we recommend cork finished items.
Clients who order Plywood or Pine need to understand, it is an affordable option.
Plywood or pine can very often change in the grain, and be different finishes when sanded down, not all plywood or pine comes from the same supplier, or origin. We sand our plywood down, and varnish the timber with a liquid wax finish, the same goes for laminated pine, most of our varnishes and coatings are from a brand called woodoc, you are welcome to ask us for the type of finish we might have used on your item when you want to maintain and re-coat the timber.
Duco & Polyacrythane Tops
Care of supawood/MDF furniture, doors or cabinets and tops.
Supawood/MDF sprayed surfaces although seamless and reasonably durable are not impervious to stains and damage from moisture, heat and UV and is not impact resistant.
Use coasters, place-mats, and trivets to protect the surface and dry moisture immediately. Should moisture or liquids be left on a supawood surface it may result in staining and swelling of the material
Don’t drag sharp or rough surfaces across furniture, use place-mats, coasters and trivets to prevent scratching
Direct contact with pens, rubber, candle wax, wine, food or any perfumed product will leave a stain on the surface
Air, artificial light and UV may over time change the tone of color. Rotate items on surfaces for uniform ageing
Use a soft damp cloth to clean and wipe dry these tops or items.
For spot cleaning use a solution of water and a mild detergent and wipe it dry.
Please note, it is not Iltoro's responsibility to maintain your furniture, the client needs to look after their own items.
Any damages you make to your items you will have to pay the replacement fees for.
Please note: If any changes or additions to the finished product are made by other suppliers or anyone else that the iltoro team, then Iltoro design cannot be held responsible for the items, and our guarantee / warrantee will be null.
Powder-coating can wear and tear, if you bump the items the paint may come off, make sure the item is not scratched or moved around too much.
Steel can bend, and move, do not let people stand on these items.
The mesh on steel can be sensitive, please do not carry and push on those areas, the welding on mesh is small sections and need to be used with care.
The client should know that the powder-coating may wear and tear on hinges and areas that are used often, that is normal.
If a client wants to re powder-coat items after some time, we are happy to quote you, just keep in mind that the coaters would need to strip the paint before coating, this will result in a double costing.
The stripping of the paint will be charged accordingly with powder coating.
The client will also be liable for the courier fees on these items.
Cleaning instructions: Wipe with a damp cloth only.
Please note that items that have hinges need to be sprayed with Q20 or a similar product from time to time.
Door catchers can be tightened or loosened according to your preference, please note this is your own responsibility as well as lock and lock replacement not Iltoro's. We can replace locks if broken by the client, however there will be a fee involved.
Don’t drag sharp or rough surfaces across furniture, use place-mats, coasters and trivets to prevent scratching and dry moisture immediately.
Direct contact with pens, rubber, candle wax, wine, food or any perfumed product will leave a stain on the surface.
If any damage caused on the products by the client, the client will be held responsible for the replacement of the product and all the costs involved in doing so, including delivery, courier fees, manufacturing, production and Iltoro's time.
Any changes after delivery or collection will be at the clients own expense.
The insurance amount will be invoiced to the client, and in the case of theft or accidents the excess is payable by the client.
If items are damaged during or upon delivery, the client is liable for the excess amount that the insurance company will be asking upon claims. We will only take out insurance if this is pre-arranged with the client and paid for.
If there is a manufacturing or damaged product problem that is reported on the day of receiving, a full evaluation and check has to be done by Iltoro design.
Items that are not in our area, will need images and details sent to :
Clients have to maintain items, and use them for their designed purpose. If any damaged caused, whilst in use by the client, the client will be liable for the repairs of the items.
ILTORO will not be held responsible and liable for any direct or indirect damages or loss caused by the use of our services or items. Normal wear and tear is not classified as a manufacturing fault.
IMPORTANT INFORMATION ON MODIFICATIONS ON OUR ITEMS:
Warranties & guarantees will not apply:
Any changes and modifications made to our designs and final product (Iltoro does not take any responsibility for), if another company is making changes to the furniture for the client ( end user ) will take responsibility for the item.
Any changes to our designs may lead to faulty products that have not been tested out by our team.
Any defects arriving from changes on our designs or items we won’t be taking any responsibility for and warrantee and guarantee falls away.
Any items that are custom made according to the size, the client will understand there is no refund, In the case where the client does not want the item we can do our best to resell the unit on behalf of the client, however this item needs to be in perfect condition .
The client is responsible for sending the item back, in this case courier fees, and costing that may arise from damages.
If our team feels the item has been misused they have no obligation to replace the item unless the end user is liable for the repayment of such an item, as well as increases in material cost and delivery fees.
Defects that result from negligence, misuse, or accidents.
Any condition resulting from incorrect or inadequate maintenance, cleaning or care, or commercial use.
Any condition resulting from other than ordinary residential wear or from any use for which the product was not designed.
The warranty period is based on what the manufacturers and suppliers provide us with. We are only the designers and we do not manufacturer any items ourselves. Our team does however ensure the item is in it's satisfied condition before we package the items for sending.
If a defect occurs as a result of the following:
Abuse, improper use not conforming to product manual instructions, or environment conditions more severe than those specified in the manual and specification nature of use of the product.
Force Majeure, such as acts of God, flood, lighting, earthquake, war, vandalism, theft, brownouts or sags (damage due to low voltage disturbances)
Normal maintenance, cleaning up up keeping.
Cosmetic defects or damage (such as cracked cases and broken hinges or keys) or defects that do not inhibit the proper operation and performance of the covered items, with this being said the client has abused the item by breaking the goods.
Repair or replacement covered by any other warranty, service agreement, or insurance policy in effect at the time of the failure
Repair or replacement due to failure to properly installed, operate, maintain, or clean the covered Product in accordance with the manufacturer's printed instructions, or from use in any combinations not approved in the manufacturer's specifications, or from any authorized modifications or alterations
Repair or replacement due to vandalism, riot, or general environmental conditions, including but not limited to rust, corrosion or mold.
Conditions which existed prior to Your purchase and delivery of the Product or the Service Contract. Special, indirect, or consequential damages.
Loss or damage caused by accidental or intentional physical damage, spilled liquids, insect infestation, misuse, abuse or service costs or damage caused by unauthorized repair personnel.
Personal items left in the product to be repaired
Products that are not listed on the Service Contract
Theft and loss
Loss or damage to the covered product while in the course of transit, delivery, or re-delivery
Alteration or changes to our design.
Damaged caused by disassembly of the Product
Damage resulting from; improper gas or water connections, or electrical wiring and connections in user environment; user facilitated minor adjustments and settings outlined in the product's owners manual.
Failures due to dust and oil of hinges and catchers and keys/locks.
Custom items and manufactured items:
Once the design is finalized on custom orders, we take stability into consideration and minor changes might occur.
We will however notify the client about any changes to the design.
If you want any changes made to the approved design, it will be an extra cost to the client's account.
Please note, once the item material has been ordered, no changes can be made.
Any custom sizes a client requests, will be the responsibility for a re-make if the item is not 100%.
We will however only charge the client for the material and manufacturing time, to avoid any extra fees.
We will notify the client if we feel that certain limitations are reached and recommend what we think is suitable.
ILTORO will not be held responsible and liable for any direct or indirect damages or loss caused by the use of our services or items.
How long does my order take?
6-8 weeks, we do however try our best to get the item to you as soon as possible.
Any custom order's or bigger scale projects may take longer this will be discussed prior to starting.
We urge clients to be patient on orders.
Once we are 100% happy with the item, we will arrange delivery.
We will keep you updated on the process and send you images as we work on bespoke products.
Delivery is not included in our invoices.
Please note any faulty products need to be reported on receiving or delivery within receiving the unit.
We ask clients to please take out insurance on the delivery of their items with the selected courier.
Any changes after delivery or collection will be at the clients own expense.
We take no responsibility for delivery companies that damage the items, the courier will need to investigate these damages and discuss the options with us.
We do not take any responsibility for any items being damaged after they have left our manufacturers.
Once the item is placed with the client, they are responsible for the wear and tear.
By using our services you agree by these terms and conditions, and are bound by them.
Please make sure that you have read through the our terms & conditions.
Our terms and conditions may change at any point without notice.
All items you see on this website are copyright and intellectual property of Iltoro design.
No reproduction of these items may be manufactured unless by Iltoro design.
The end user that contacts us via our website or online stores is bonded by our terms and conditions, as well as social media platform terms and conditions.
These terms and conditions cover the purchasing and ordering of our items and furniture by the use of our details and our website given.
The end user is the buyer and the client , the company is Iltoro design.
By accessing our details as well as our website you are agreeing to our terms and conditions and agree that you have read them and understand them.
If there is anything unclear you are liable to contact the company for more information on or call us on our given numbers updated on the website.
If clients have problems with any units they need to report that within the first day (visible problems) of using the item and have up to (14 days) max to test their unit, after that the buyer / end user will have to rely on the manufacturers terms and conditions with repairing units.
Only if the fault lies with the manufacture not the end user we will then discuss the process with the manufacturing company.
If the unit has been damaged by the end user a fee will be charged to the end user to fix any damaged goods. The end user is liable for delivery and courier fees not Iltoro design or the manufacturer involved.
We do not rent out furniture, when you purchase them you are the owner of the units.
We use a local courier companies, and for larger items we use a local businesses to deliver the larger items, our team also does delivery themselves from time to time depending on the order and scale of installation.
You are quoted on the size and volumetric weight.
We do not allow clients to collect their own furniture unless arranged.
Please note 3rd party delivery such as the courier and the delivery companies, we do not take responsibility for, the delivery company would need to take responsibility If they damage your goods, this would have to be reported on acceptance of goods.
It is the supplier or manufacturer’s discretion to repair or replace the item.
There is additional delivery fees for larger and heavy goods.
Returning a product
If the end user has damaged an item we cannot refund the item.
If there is any visible damaged on the unit when receiving the item from the courier, please urgently email us images on the same day.
The end user would need to send us a detailed image of the damage and date of the item being received.
Please note, the end user is liable for courier fees and returns.
If you are not happy with your purchase and you do not want the item, you are welcome to return the item, however the client is liable for their courier fees and shipping directly to us. If the item has been damaged and used by the client, we will not be refunding the client.
Must be sent back within 14 days of informing the Iltoro design.
The cooling off period expires 14 days after the day you received your goods.
The buyer is liable for the sending/delivery cost of the returned item.
Once an item is returned, an evaluation will be done by Iltoro design.
If the product is damaged by the client the refund is not valid. If the product is used and not re-sellable the refund is not valid, the item needs to be returned in perfect condition. If there are any damages of a result of faulty manufacturing or courier damage, the buyer needs to inform Iltoro design as soon as they open the package.
If a refund is being processed to the buyer please note that bank charges may occur as well as any currency charges Iltoro design have lost on the refund and return process.
Repair / Replace / Refund or Credit
STEP 1: Images & reason for return
1. We need detailed images of the item sent to us:
1.1 front & back image
1.2 side images
1.3 top image
1.4 inside images (incase of enclosure / door)
Why do we need images?
We need to see the if there is any visible damaged to the item.
If we are happy with the outcome we request that the end user return their item / items to us to inspect.
STEP 2: Returning the product
Steps we take:
Inspect the product to see if the item has been used or damaged. Please note all parts need to be in tact as it
was received. If we are happy with the product return we need to issue a return to our manufacturer.
The manufacturer has to refund us and we will then refund the client. Please note this can take up 10-15
working days once the item has been returned to us, as the manufacturer has the right to do their own
inspection. If the item is returned and it has been damaged by the end user, we are entitled to refuse the
refund to the client.
Unwanted Products : we can repair / replace / refund the item if:
The item has not been damaged by the end user.
If the item has not been used.
The item is in original packaging.
The item is re-sellable.
We do not repair/ replace/ refund the item if:
The unit has been damaged by the courier company, this needs to be reported to us within 48 hours of
receiving the unit, failing to do so makes it impossible to state whom is at fault.
If items are missing on the unit.
If the product has been damaged by the end use.
No return policy on sale item.
The end user is liable to return the unit to Iltoro design at their own cost.
Full name & date:
2. Please write the reason for wanting to return the item
Online sales and orders
Anyone may place orders for goods via pay fast & eft method, we do not accept cash deposits or checque, by paying with those formats we will cancel your order and hold you liable for the bank fees, fraudulent payments will be reported to the fraud department of our bank and authorities.
We are entitled to withhold goods till the fees have been cleared with our banks.
We are entitled to reject any orders we feel are not correctly ordered or available regardless what the website states.
Please understand stock is always limited and not ordered in bulk quantities, we manufacture locally in South Africa and the Netherlands.
Copyright and ownership
The contents of our website and material, the logo’s , the data and information is copyright of Iltoro design.
Iltoro is not liable for any damage, loss or liability whether direct directly accessed with our company or our website.