FAQ: Refund and Returns Policy

FAQ

How is my package being delivered?
Answer: We use Fastway couriers for all deliveries. Tracking information is available through Fastway couriers, a tacking number will be sent to you via email as soon as your package is booked for collection.

Can I get free postage?
Answer: Yes all orders over R499 qualify for free shipping.

Can I exchange my product?
Answer: Yes you can, please follow the refunds policy outlined below and in it specify you want to exchange the item instead of a refund.

How does the refund and return policy work?
Answer: See policy overview below.

Overview

Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It should be returned in the same packaging it can in where possible. The return process can be arranged through us via Fastway couriers and an appropriate time and date for collection of the parcel to be returned must be specified.

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted:

Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Any item that is returned more than 30 days after delivery

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at Contact Form.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, please notify us via our contact form.

Shipping returns

To return your product, you should notify is via the contact from of your intention to return the goods and provide us with a postal address and suitable time for us to arrange for collection via Fastway Couriers. Returns initiated through Fastway couriers should not incur any additional expenses however this is strictly subject to their terms and conditions.

If you wish to return it via your own means you will be responsible for paying for your own shipping costs for returning the item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Get in Touch

Or whatsapp us at +27 64 509 5579