Terms & Conditions

1. Introduction

1.1 This website (www.cielo.co.za), related mobile-sites and software applications (hereinafter referred to as the ‘Website’) is owned and operated by Wheco Group (Pty) Ltd (hereinafter referred to as ‘us’, ‘we’, ‘our’ ‘Cielo’ and/or ‘Wheco Group’), a retailer of furniture, homeware and decor products.

1.2 The disclaimers, policies and terms and conditions on this page (hereinafter referred to as ‘Terms’ and/or ‘Conditions’) shall govern the order, sale and/or delivery of goods or services from Cielo as well as the use of this website by any customer or person (hereinafter referred to as ‘you’, ‘your’, ‘user’, ‘customer’).

1.3 Please review the terms contained on this page carefully. The Terms apply to all users of our website or visitors to our stores, including but not limited to users who are browsers, customers, merchants, vendors and/or contributors of content. If you access and use this website, you accept and agree to be bound by and comply with the Terms and Conditions. If you do not agree to the Terms and Conditions contained herein, you are not authorised to access our website, use any of our website’s services or place an order on our website.

2. Waiver

Any failure on our part to exercise or enforce any right or provision of any of our terms and conditions set out will not constitute a waiver of such right or provision. A waiver by us of any default will not constitute a waiver of any subsequent default. No waiver by us is effective unless it is communicated to you in writing.

3. Headings

Headings and titles herein are for convenience only.

4. Severability

If any of the provisions of our terms or condition are determined by any competent authority to be invalid, unlawful or unenforceable, such provision will to that extent be severed from the remaining Terms, which will continue to be valid and enforceable to the fullest extent permitted by law.

5. Variation

Cielo may, at its sole discretion, change or amend any of these terms, conditions or policies without notification and it is the user's responsibility to ensure that he or she is satisfied with the terms and any amendments that may have been affected.  Using the website after any amendments have been made shall deem your acceptance of such changes. Should you not agree with any of the terms or amendments made you should not proceed to transact with us either in store or on through this website.

7. Errors, Omissions and Product Descriptions

7.1 While all reasonable effort is made to provide accurate information about products (including pricing, availability, features and descriptions), unless proven to be due to gross negligence on our part, we do not accept liability and shall not be held liable for any loss or claim as a result of such error or inaccuracy. We reserve the right to correct any errors, inaccuracies or omissions and to change or update information at any time, without prior notice (including after an order has been submitted).

7.2 Product descriptions are for marketing purposes only and are presented in a simple easy-to-understand format. Product descriptions on this website is by no means exhaustive technical information sheets.    Some terms may be used in a broad sense or for specific purposes only.  

Colour Descriptions: Descriptions and depictions of colour may not be 100% accurate. Some colours, especially earthy tones are especially difficult to accurately describe and depict. Although our photographers and graphic designers do their best to portray items as accurate as possible, various factors may influence the colour displayed on the screen including monitor and screen calibration. Colour descriptions do not describe the actual material of the product (e.g. wooden items described to be  ‘mahogany’  in colour, does not infer the wood is actual mahogany).  

Materials:  Where a product description describes a product to be manufactured from a specific material such as ‘solid wood’ or ‘aluminium,’ this only means that the majority of the most important sections are made from this material and does not necessarily imply that every single part of the product is manufactured from this material. For example, items described to be manufactured from solid wood may feature some other materials, e.g., knobs of steel, interior panels or drawer bottoms from plywood or MFD etc. Descriptions such as ‘synthetic leather’ or ‘leatherette’ could, for example, refer to various materials including PU, PVC, etc.   Where broad terms are used, such as, but not limited to ‘wood,’ this may cover various forms of wood, including solid woods, veneers, MDF, etc. The same rules apply to other materials.

8. Pricing & Stock

All prices advertised on our website includes VAT of 15%. Prices published on the website applies to in-stock products only. In the event where a specific product may have sold out, and a customer places an order or enquiry before a price, specification or promotion update, we will first inform the customer of any changes. Should this not be accepted by the customer we reserve the right to cancel the order or any part thereof.   While over 95% of items listed on this website is in-stock, there may be occasions where items are temporarily out of stock, or where a waiting period applies due to a product having to be custom made.  

9. Delivery and Inspection of Goods

9.1 Prices advertised on this website shall exclude delivery unless otherwise specified, or where the customer qualifies for free delivery under certain conditions.

9.2 Orders shall be dispatched on the first working day after the payment has cleared in our account. Depending on the size of the order and the exact delivery location, our standard delivery period is approximately 5-10 days from the date of dispatch.  Longer delivery periods may be applicable for orders placed during the festive season (15 November to 31 December), such delivery timelines to be published the website and/or by communicated by stores or sales consultants during this time.     Deliveries shall be done on weekdays during the courier’s normal daytime service hours.  Deliveries to outlying areas such as farms or small towns may take longer. Delivery fees include delivery to the majority or towns and cities in South Africa only. In some cases, couriers may require a surcharge to deliver to areas considered to be remote or high-risk. Should this be the case, the customer shall be contacted to discuss surcharges or delivery options. Should an agreement not be reached between ourselves and the customer, we reserve the right to cancel the order and refund the customer in full.

9.3 It shall be the customer’s responsibility to properly inspect delivered goods. If packaging shows visible damages, it is advised to make a clear note of such damages on the waybill when signing for the goods.  

9.4 Due to size and nature, some products may be supplied and delivered in a knockdown format and require self-assembly.      

9.5 Customers should ensure that the correct number of cartons as indicated on the waybill is received before signing the waybill. Note that the number of cartons may not correspond to the number of items you have purchased as more than one item may be packaged in a single carton. The number of packages/cartons/pieces as indicated on the waybill should be verified by the customer or his representative before signing receipt of the goods. Customers should never sign to have received more packages as what was actually delivered as this could jeopardise claims of liability against the courier and may result in the loss being for the customer's own account.  

9.6 We can only guarantee delivery to the delivery address supplied by the customer, but cannot verify the identity of the person signing for the goods. Individuals accepting the goods at the delivery address on the date of delivery shall be considered authorised by the customer to receive delivery on their behalf, and bear responsibility for verification in terms of point 9.5 above

9.7 Any discrepancies, damages or shortages on any delivery must be communicated to us within two business days from the date of delivery (weekends excluded) by submitting this claim using our online Customer Care form (link located at the bottom of the Cielo homepage). It shall not constitute an extension of the two-day period, should this link not work. In such an event, you can email our customer care department directly at customercare@cielo.co.za. It shall be your responsibility to ensure that you receive confirmation of receipt of your claim as proof of submission.     

9.8. Unless otherwise specified, delivery of orders shall be handled by contracted third-party couriers. It remains the customer's responsibility to ensure that the place of delivery is easily accessible and that the items ordered can fit into lifts, on staircases, through passages and through doors at the delivery address. As per the contracted courier’s Terms & Conditions, they may not move or re-arrange the furniture in preparation for delivery or hoist products onto balconies or through the 1st level or higher windows or entry areas. Should you have a concern regarding a delivery place constraint, please discuss this with your sales consultant.

10. Warranty & Return Policy

10.1 Unless otherwise specified, all Cielo products comes with a 14-day money back satisfaction guarantee. This guarantee shall be calculated from the date of delivery of goods.

10.2 Unless otherwise stated, products shall by default be covered by a standard 12 (twelve) month warranty against manufacturing defects. Some brands and manufacturers may offer longer warranties (e.g. up to 20 years with mattresses), and in such cases, the manufacturer’s warranty shall apply. The following items shall be specifically excluded from the 12-month warranty and shall only be covered by a 6 (six) month warranty: bar stools, dining chairs, pillows and bedding, rugs, décor products, patio covers or small non-furniture items.  Décor and small items shall include items such as clocks, rugs, paintings, wine racks, picture frames etc.  Longer warranties or any extended warranties shall only be valid where this was explicitly agreed to by the management of Wheco Group and stated on the invoice or by formal written communication on company letterhead and signed by a duly authorised representative.

10.3 Warranties shall be valid only where the product was used and maintained properly and shall not cover any defects, damages or claims arising from any misuse or abuse, external causes or what can be considered fair wear and tear. Warranties are covered by the manufacturer and shall, therefore, individual products may be subject to the terms, conditions and exclusions imposed by respective manufacturers.   otherwise stated, no product shall be covered against any corrosion or damages caused by natural elements (i.e. rust, wind etc.). Warranty claims shall not be processed where products are in an unhygienic state. Natural variation occurring in wood or other materials are not considered defects, neither does the manufacturer guarantee the colour-fastness of any material. Natural products including but not limited to products such as leathers, feathers, wood and animal hides may have natural defects and subject to natural changes (e.g. full grain leathers will have inconsistent grains, cowhides may lose hair). This warranty explicitly excludes any natural changes or decline to such products. This warranty shall also not cover any consequential damages, losses or claims of any kind.     

10.4   All products listed on this website is intended, priced and marketed for domestic use only, despite the fact that some of the materials may be industrial grade. Unless otherwise stated in the product specifications or any product literature all furniture has a maximum recommended user weight of 120kg. Although higher weights may be supported, heavier user weights will accelerate wear and tear on the products and may cause damages to the product that will be excluded from any warranty claim or even result in the warranty becoming null and void. In the event where items are used in commercial environments (unless agreed to otherwise in writing), the warranty shall be limited to a period of 6 (six) months from date of purchase.

10.5 We reserve the right to either repair or exchange an item submitted for warranty purposes. In the event where the item cannot be repaired, it may be exchanged with a replacement item that is identical, or where the exact same model or product is no longer available, with an item of similar value, or alternatively with in-store credit. Any approved exchange, credit or refund of a particular product shall apply to that product only and not any other products purchased from us at the same or at another time, regardless of whether the other items were purchased to match or compliment this product.   

10.5 Customers wanting to return any product must submit a notice of return through the Cielo website or alternatively via email to customercare@cielo.co.za. The return link can be located at the bottom of the Cielo homepage.

10.6 Transport charges for products returned for refund or exchange shall be for the account of the customer. Return transport charges may in some cases be higher than the original delivery fees billed, especially where the customer is located in outlying areas and smaller towns, or where an original delivery fee has been discounted or subsidised in any way. Only in cases of warranty claims shall transport charges be borne by Cielo, and this shall only apply for the first 6 (six) months of the warranty. Products returned for exchange or warranty purposes must be returned to the warehouse that it was originally shipped from. Only where the product was purchased and collected from a store may a return be done to a specific store. Products ordered online may not be returned to a Cielo store. Goods returned must reach Cielo within 7 (seven) days after the expiry of the 14-day return period. Any returns by our contracted couriers must first be authorised and shall be arranged by ourselves. Customers may not directly arrange for returns on our account with any of our contracted couriers. Even if a courier may allow this, Cielo may hold the customer liable for the costs of such return.

 10.7 Products returned must be adequately packaged in the original packaging. Where original packaging was discarded, it shall be the customer's responsibility to ensure the item is packaged adequately to avoid damage in transit. Our contracted third-party couriers do not offer packaging services and may refuse to accept products without adequate packaging.  In the event where our couriers do collect an item not packaged properly, or where they assisted the client with packaging, this shall be done at the customer's own risk. It is advised that customers take adequate photos of the products they wish to return (covering all areas and angles) as Cielo will keep the customer liable for any damages to the product when received.  

10.8 As soon as a product authorised for return for refund/exchange or warranty purposes, is received, the item shall undergo inspection of both packaging and condition of contents, and any damages or discrepancies recorded. Where the item was returned for a refund and the item was received in perfect, as-new condition a full refund will be paid to the customer, minus the delivery and return transport charges.    Cielo reserves the right to levy reasonable and appropriate surcharges or handling fees to compensate for shortages, damages or re-stocking for items not returned in good condition. The exact amount or percentage shall depend on various factors including the overall condition of the item, shortages of parts, etc. Refunds shall be made within 10-14 business days from the date of receipt of goods by Cielo.    

10.9 Unless otherwise specified, products that were given as free gifts as part of a promotion (i.e. free pillows received with a mattress promotion), received in a competition or giveaway or where the product was bought as a shop-soiled or demo item shall be covered by a 6 (six) month limited warranty against any manufacturing defect unrelated to the condition it was sold in.

11. Competitions and Giveaways

11.1 Results for competitions and lucky draws shall be announced on Cielo ‘s official Facebook page on the date published on the competition literature. In the event where, due to technical or other difficulties, we were unable to announce the winner on the published announcement date, Cielo reserves the right to announce the results within a period of up to 7 (seven) days thereafter.

11.2 Winners shall not be contacted directly, and as part of the conditions of entry, this is understood and agreed to by the entrant.

11.3 Prizes not claimed by winners within 30  (thirty) days of the results announcement, shall be forfeited without exception.

11.3 Entering a competition does not guarantee the entrant any prizes. Winners are randomly chosen and announced. Winners are final and entrants do not have the right to appeal the results. By entering into any of our competitions, the entrant agrees to these terms.

12. Coupons and Vouchers

12.1 Discount coupons are only valid for the period as published.    

12.2 Vouchers that have been purchased from Cielo shall be valid for a period of 3 (three) years from the date of purchase in terms of the Consumer Protection Act. Any voucher issued as part of any promotion or by our customer care department in good faith or as part of any compensation, compromise or resolution for any claim, shall only be valid for a period of 6 (six) months from the date of issue.  

12.3 Vouchers may not be exchanged for cash. Customers who purchased a voucher and wishes to cancel the purchase must do so within 7 (seven) days from purchase date.    

12.4 Where a customer has received a voucher for free as part of a product promotion (e.g buy a specific product and receive a free voucher) and at a later stage a refund or part refund is approved towards the item that was purchased,  the free voucher issued shall automatically be cancelled. In the event where this voucher has already been redeemed, the value of such voucher will be deducted from any refund amount due to the client.  

12.5 Vouchers linked with promotions, shall only be issued where the full advertised price has been paid. If any discount was offered to the client for the specific product, the free voucher shall no longer apply to the product offer. Cielo reserves the right to exclude laybuy orders from any promotion or clearance sale.

13. Black Friday

13.1 The offer is valid while stocks last and is subject to availability.

13.2 No laybuy payment plans on sale items will be accepted. Payments must be made IMMEDIATELY via Credit Card or EFT to secure the stock.

13.3 Unless otherwise stated, all prices exclude delivery fees. Delivery fees will be added as per normal upon checkout.

13.4 Delivery of orders shall be handled by contracted third-party couriers. Therefore delivery of orders placed during the Black Friday or festive season period could be delayed by up to 3 weeks.

13.5 This offer is valid only for the period as advertised.

14. Credit / Account Purchases

14.1 All accounts and credit finance is offered by Fevertree Finance, a third party financial services provider.

14.2 Fevertree Finance grants credit at its own discretion and acceptance or decline of applications are not in the domain of Cielo.    

14.3 In the event where a refund is passed for any item purchased on credit, finance fees and interest accrued during the period of finance will be unconditionally due to Fevertree Finance and will not be refunded.  

14.4 On sale items may be excluded from account purchases

15. Lay Buys

15.1 Cielo accepts three and six-month laybuy as payment plans for orders placed through any of its stores or this website.  

15.2 Laybuys will not be accepted for any of the following promotions and sales:  Black Friday promotions, flash sales, priced-to-go sales, headboard clearance sales or any other promotion or sale, where Cielo explicitly excludes laybuys.   

15.3 In the event where an order was incorrectly accepted on a laybuy payment plan at website check-out or in the store, the company reserves the right to cancel such an order in accordance to its terms and conditions of sale.

15.4 Laybuy orders cancelled within 14 (fourteen) days from the date of the order shall be cancelled without any penalty.   All other cancellations shall be subject to a cancellation fee of 10% for orders cancelled within 6(six) months, and 15% for laybuys cancelled after 6 (six) months of order.  Cancellation fees shall only apply to the price of the goods cancelled and shall exclude delivery fees.  Cancellation fees shall only be waived in cases specifically excluded by the provisions of the Consumer Protection Act, such as the death of the purchaser. 

15.5 The price at which the lay buy order was processed shall be fixed and shall will not be increased or decreased, regardless of any permanent or temporary increase or decrease in prices at any future date.

15.6 Where laybuys are not paid in full within the agreed laybuy period, being either three or six months, Cielo reserves the right to levy additional storage charges for each month stock is held in storage for the customer.

15.7 Cielo reserves the right to sell laybuy stock and/or cancel a laybuy order where the customer has failed to upkeep laybuy instalments.

16. Images

All graphical images including product photos, logos, banners, sound or video clips trademarks and trade names, lay-outs, icons or copy text displayed or incorporated in this website is the property of Wheco Group or the brands,  associates, suppliers or service providers it represents and is protected by law.  Any unauthorised use, reproduction or distribution thereof is strictly prohibited and may only be done with the express written consent of Wheco Group.

17. Governing Law

Any disputes arising out of or relating to the Terms and Conditions, use of our website, or our products or services offered on our website will be resolved in accordance with the laws of the Republic of South Africa without regard to its conflict of law rules. Any disputes, actions or proceedings relating to the terms or your access to or use of our website must be brought before the courts of the South Africa in the city of Port Elizabeth and you irrevocably consent to the exclusive jurisdiction and venue of such courts our actions as they relate to the collection, use and disclosure of Personal Information.

18. Country of domicile

This website is governed by the laws of South Africa and Cielo chooses its domiciliumcitandi et executandi for all purposes under this agreement whether in respect of court process, notice, or other documents or communication of whatsoever nature, 40 Newton Street, Newton Park, 6070. Any disputes, actions or proceedings relating to the terms or your access to or use of our website must be brought before the courts of the South Africa in the city of Port Elizabeth and you irrevocably consent to the exclusive jurisdiction and venue of such courts.  

19. Company Information & Contact Details

This website is owned and operated by Wheco Group (Pty) Ltd. Contact details: Tel.  086 1999 193. Email: info@cielo.co.za

Last Updated: 27/06/17

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