Terugbetalingsbeleid

You may request a return and refund of the Goods in specific circumstances.

Please note that a collection fee will apply in an amount equal to the initial shipping fee.

To log a return, visit the Website and click on “Submit a Request”. Complete the necessary information and reason for the return. Include the name/description of the item you wish to return.

All return requests must be accompanied by clear photographs of the state of the Goods, particularly any defects or damages. If practically possible, the Goods must be repackaged in their original packaging.

Once your return is logged, our customer service team will evaluate and validate your return for eligibility before it is processed. No returns will be accepted without prior authorisation.

a: Cooling-off Period – Returns within 7 days:

You may be entitled to cancel an Online order if it has not yet been dispatched. You may request a return on most of our products within 7 days of delivery without reason or penalty. To qualify for a return under this cooling-off period, the Goods must be:

New and unused.
In exactly the condition in which they were delivered.
Include all original accessories, parts and documentation.
In the original packaging.
With all tags, parts or attachments still intact (if any were received).

In terms of applicable law, the right to cancel under the cooling-off period does not apply to:

Monogrammed, personalised or engraved Goods.
Unsealed linen, bedding, towels, or other unsealed hygienic goods.
Electronic redemption vouchers once issued via email.

Where a Customer cancels an order within the 7-day cooling-off period, the Customer shall bear only the direct cost of returning the Goods to the Supplier. The costs will be equal to the initial shipping fee charged and will be offset against any refund or credit owed to the Customer after an item has been returned.

The Supplier will inspect the item on return and, if it is not in a resellable condition, dispatch it back to the Customer.

Certain redemption vouchers may not be refunded once they have been issued to the customer via email.

Returns based on change of mind will forfeit the initial delivery fee, which will not be refunded or credited once an item has been returned.

b: Incorrect or Faulty Items:

Faulty and damaged on-arrival items will be dealt with in accordance with sections 55 and 56 of the Consumer Protection Act 68 of 2008.

In the case of items damaged during transit, missing components, or incorrect items, the Customer must notify the Supplier within 3 (three) calendar days of delivery, providing clear photographic evidence of the damage or defect and packaging. Where transit damage or missing items are reported within this 3-day window, the Supplier will cover the return collection cost. If reported after 3 days, the Customer shall bear the onus of establishing that the damage occurred prior to delivery and will be liable for return shipping costs.

Faulty items are covered by the standard 6-month statutory warranty under Section 56 of the Consumer Protection Act 68 of 2008 (CPA). If an item is found to be defective within 6 months of delivery, the Customer is entitled to request a repair, a replacement or a full refund of the price paid. Any repair is subject to it being possible, and any replacement is subject to availability of the Goods.

Where a repair or replacement is not possible, the Customer will be refunded or credited the price paid for the Goods.

The Supplier will cover the collection and insurance costs for valid defect claims under the 6-month warranty. If, upon technical assessment, the product is found not to be defective (or if the defect resulted from user damage, misuse, or failure to follow care instructions), the Customer may be held liable for the collection and re-delivery costs.

A faulty item is a defective item with any material imperfection in the manufacture of a product or any characteristic of a product that makes the product less acceptable than one would reasonably be entitled to expect in the circumstances. The following does not constitute a defect, and will not be eligible for a refund, replacement or repair:

Faults resulting from normal wear and tear.
Damage arising from negligence, user abuse, misuse, or incorrect use of the product.
Damage arising from electrical surges or sea air corrosion.
Damage arising from a failure to adequately care for the product.
Damage arising from unauthorised alterations to the product.
Where the specifications of a product, although accurately described on the website and generally fit for its intended purpose, do not suit the customer.

Products requiring professional installation or uninstallation before fault assessment must be handled by certified service providers as prescribed by the manufacturer. Any defect or damage resulting from installation or uninstallation by uncertified parties will void the applicable statutory or extended warranty. Neither the Supplier nor its third-party suppliers shall be responsible for installation or uninstallation fees incurred unless otherwise required by law.

In assessing whether an item is defective, the Supplier may consult independent technical assessment centres or manufacturer technicians to conduct an evaluation.

Items must be packaged in all their original packaging, a clear photo of which we need to arrange for the collection by our Couriers or Local Drivers. You may be liable for any damages that occur in transit if an item is not correctly packaged.

Our Customer Care Team will process your return once they have received your photographs. They will arrange for collection at a time that is convenient for all parties and will advise you of any fees that apply. Please allow extra time during busy periods.

Once the item/s are received back at our DC and assessed, your order refund will be processed.

A refund can take up to 14 (fourteen) working days to be processed by our Team. You will be refunded in full for the returned items, less any applicable collection fees.

Certain goods are not eligible for return. Any goods that have been modified in any way for your personal use will not be eligible for return.

c. Warranty:

The Supplier provides a 6-month warranty on all products sold on its website against defects or poor quality from the date of delivery. Where products are not subject to an extended supplier warranty, a return cannot be facilitated outside of the 6-month period.

Any products indicated to be parallel/grey imports have been imported without the approval or license of the registered owner of the trademark, and therefore no guarantee or warranty in respect of such goods will be honoured or fulfilled by any official or licensed importer of such goods. Any warranty claims on such products will be covered by the Supplier for the warranty period indicated for any specific product; alternatively, where no such warranty period has been indicated, for a period of 6 months from the date of delivery.

d. Collections:

The Supplier will arrange a third-party courier to collect these goods. The customer needs to be available during a pre-arranged slot to hand the goods to the courier. The goods need to be handed over to the correct courier, and the Supplier will not be liable for goods handed to the incorrect courier. The Supplier will attempt two collections from the customer. No further collections will be attempted after two collections if the collection fails due to the customer (e.g. not available), and the customer will then have to arrange a return with their own courier at their own cost.