This returns policy forms part of our Terms and Conditions. Nothing in this policy is intended to limit any right you may have as a customer. We strive for maximum customer service and satisfaction. Should you not be satisfied with your purchase, you can return the product and we will either replace it or issue a credit to your account, subject to the terms and conditions set out below:
- Changed your mind?
You can return any product purchased from us, provided that:
- It is still in its original packaging, unopened and unused, with all original labels and/or stickers still intact;
- Any seals on the product should not have been tampered with and/or opened or damaged;
- No parts or pieces of the product or packaging are missing whatsoever;
- The product is not listed as a product that does not qualify for returns per section 3 below; and
- The return is logged, processed and returned by you within 30 days of the initial date of purchase.
Please note that you will be responsible for the cost of courier in returning the product to us. Our courier suppliers reserve the right to refuse collecting any product which is not suitably packaged for transport.
Once we have inspected the product upon return by you, we will either exchange the product for a similar or another product or credit your account. A full refund may also be considered should this be your preference. Please note that any courier fees incurred as part of your initial purchase shall not be refunded, only the cost of the product itself will be refunded. Please note that refunds can take up to 10 working days to reflect in your account. We are entitled to refuse a return and/or refund if the returned product is damaged, not in a re-saleable condition or missing any pieces whatsoever as indicated above.
- Incorrect product delivered?
Should we deliver an incorrect product, which does not meet your order or as described on the website, please notify us. We will collect the product at no cost and replace this with the correct product or provide a full refund. Please note that the incorrect product should be treated in accordance with section 1. Any damage incurred to this product upon inspection by us may result in disqualification of return or refund.
- Products not qualifying for a return or refund
The following products do not qualify for a return, exchange or refund whatsoever:
- An electronic gift card;
- Any beauty product, cosmetic or fragrance which has been opened and tested or used, unless defective; or
- Products which have been personalised for you or made to your specifications, unless defective.
- Products damaged upon delivery
Should a product be damaged during delivery / collection, please contact us immediately.
We will arrange to collect the product from you at no cost. We will then complete an inspection of the product. Once validated, we will either replace the product as soon as possible, credit your account with the purchase price of the product or issue a full refund.
- Defective products
We will always strive to ensure that only the best quality products are shipped to you. However, should a product be defective, we will collect the product at no cost and issue a full refund to you or exchange if you prefer.
A defect is a material imperfection in the manufacture of a product or any characteristic of a product, which makes the product less acceptable than one would reasonably be entitled to expect in the circumstances. Please note that we will only issue a refund or exchange after fully inspecting the product and validating that such defect does indeed occur. We reserve the right to first return the product to its original supplier for further inspection and testing. Bear in mind that this may result in an extended period of time before validating such defect, which will inevitably result in a time delay of processing your refund or exchange.
Unfortunately, the following will not qualify as a defect and therefore you will not be entitled to a return in terms of section 4:
- faults resulting from normal wear and tear;
- damage arising from negligence, user abuse or incorrect usage of the product;
- damage arising from a failure to adequately care for the product;
- damage arising from unauthorised alterations to the product; and
- where the specifications of a product, although accurately described on the website and generally fit for its intended purpose, do not suit you.
- Delivery charges
Please note that any returns, other than products which we have incorrectly delivered to you or products which are indeed validated as defective, shall attract courier fees which you will be liable to pay for.
In addition, returns, other than products which we have incorrectly delivered to you or products which are indeed validated as defective, which do qualify for a refund or exchange shall only qualify for the initial value of the purchase price of the product and not the delivery fees. These initial delivery fees which you paid on the initial purchase shall not be refunded whatsoever.
If you have received a product which turns out to be defective, please contact us as soon as reasonably possible after you become aware of the defect, but in any event within 6 months after delivery of the product (except in the case of an extended supplier warranty, as set out below).
We will arrange to collect the product from you at no cost. Once we have inspected the product and validated your return, we will either replace the product, credit your account with the purchase price of the product or issue a full refund. Time for refunds are per the standard terms set out within this returns policy.
Please provide suitable packaging for returning the product (it need not be the original packaging), as well as parts that were sold with the defective item when you return it to us. Our courier is entitled to refuse collection of a product that is not properly packaged for transport.
Where there is no extended supplier warranty period, unfortunately, we cannot facilitate returns that fall outside of the 6 months.
Extended Supplier Warranty (stipulated on the product if applicable)
A product may have a supplier warranty that extends beyond the 6 months. If such a product turns out to be defective more than 6 months after delivery / collection, please contact us as soon as reasonably possible after you become aware of the defect, but in any event within the extended supplier warranty period after delivery / collection of the product.
Unfortunately, we cannot facilitate returns that fall outside of the extended supplier warranty period. Please note that any extended supplier warranty is subject to whatever terms and conditions the supplier or manufacturer may impose. These are usually stated in a brochure or leaflet inside or on the product packaging. It is your responsibility to make yourself aware of any such terms and conditions.It is also important to note that it will be in the supplier or manufacturer’s discretion to repair or replace the item, or to refund you. We are under no obligation to provide you with a credit, repair / replacement for any return logged after six months, as your remedy lies with the supplier or manufacturer.