TOTAL PEACE OF MIND.
We want you to be totally satisfied with your purchase. If you for some reason are not completely satisfied, you can return the product to us and we will either repair / replace it, or credit your account / refund you with the purchase price of the product , subject to the below terms.
Certain parts of this Policy may vary depending on the nature of the product.
Nothing in this Policy is intended to limit your statutory rights in any way.
PREPARING YOUR PRODUCTS FOR A RETURN
To ensure your request is processed as quickly as possible you are responsible for the following when returning your products;
- package your products safely and securely for protection during transit;
- clearly mark your return reference number on the outside of the parcel;
- include all accessories and parts that were sold with the product.
- detailed explanation in writing or digital format including but limited to email, whatsapp etc
Failure to adhere to any of these requirements could delay the processing of your request or result in its decline altogether.
1.1. Unwanted products / Gifts
You can return an unwanted product to us at no charge, provided:
- it is undamaged and unused, with the original labels and stickers still attached;
- it is not missing any accessories or parts;
- you log a return on the Website within 30 days of delivery to you or collection by you of the unwanted product. After 30 days, you can only return a product if it is defective.
1.2. Changed your mind?
Where you have changed your mind and would like a credit for a product, you can return it – provided the product is not:
- a digital product such as an eBook, electronic voucher, gaming code or other digital download;
- an audio or video recording or computer software that has been unsealed;
- a foodstuff, beverage or other product intended for everyday consumption;
- a nursing or maternity product, an infant bottle, infant feeding product or bottle accessory that has been unsealed, including (but not limited to) bottles, teats, soothers/pacifiers, formula, maternity underwear, nappies and wipes;
- a beauty product or fragrance which has been used;
- an intimate product, lingerie, swimwear, bodysuit, underwear or jewellery for piercings, which for hygienic and public health reasons may not be returned; or
- a product which has been personalised for you or made to your specifications; or
- a d.i.y. product that has been assembled after delivery.
Once we have inspected the product and validated your return, we will credit your account / refund you with the purchase price of the product within 21 days of the return.
1.3. Want to exchange?
Fashion and sportswear products can be exchanged for a different size or colour variation, provided that such variation is available. If such variation is not available, we will credit your account / refund you with the purchase price of the product within 21 days of the return.
We are entitled to inspect the product to validate your return.
1.4. Not what you ordered?
If we accidentally deliver the wrong product to you, or if the product is not as described on the Website, please notify us and we will collect the product from you at no charge. If the product is missing any accessories or parts, you will need to follow the process set out in section 2 below. Once we have inspected the product and validated your return, we will at your choice deliver the correct product to you as soon as possible (if the correct product is available); or credit your account / refund you with the purchase price of the product within 21 days of the return.
Products damaged on delivery
Should a product be damaged or missing any parts or accessories at the time of delivery / collection, please notify us within 7 days of such delivery / collection by logging a return on the Website.
We will arrange to collect the product from you at no charge. Once we have inspected the product and validated your return, we will at your choice repair / replace the product as soon as possible (if such repair is possible/ we have the same product in stock to use as a replacement) or credit your account / refund you with the purchase price of the product.
We do our best to ensure that the products we deliver to you are of a high quality, and in good working order and without defects.
What is a defect? 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.
The following will NOT be regarded as defects and will not entitle you to a return under this section 3:
- faults resulting from normal wear and tear;
- damage arising from negligence, user abuse or incorrect usage 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 unauthorized 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 you;
4.1. STANDARD WARRANTY
If you have received a product which turns out to be defective or otherwise of poor quality , please notify us as soon as reasonably possible after you become aware of the defect or poor quality.
You can do so by logging a return on the Website, and we will arrange to collect the product from you at no charge. Once we have inspected the product and validated your return, we will at your choice repair / replace the product (if such repair is possible / we have the same product in stock to use as a replacement) or credit your account / refund you with the purchase price of the product. If the repair / replacement takes longer than 21 days, we will get in touch with you to see if you would rather receive a credit / refund.
Where there is no extended supplier warranty period, unfortunately we cannot facilitate returns that fall outside of the warranty period.
4.2. EXTENDED SUPPLIER WARRANTY (STIPULATED ON PRODUCT PAGE)
A product may have a supplier warranty that extends beyond the 6 month Standard Warranty. If such a product turns out to be defective more than 6 months after delivery / collection (save for direct warranty products which are discussed below), please notify 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.
You can do so by logging a return on the Website, and we will facilitate your return of the product to the supplier at no charge. 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 what remedy it can offer you.
4.3. DIRECT WARRANTY (STIPULATED ON PRODUCT PAGE)
A direct warranty product is a product for which the relevant manufacturer wishes to manage defective returns itself, directly with the customer, and not through us.
If a direct warranty product turns out to be defective or otherwise of poor quality, please notify us and we will provide you with the relevant manufacturer’s contact details. Alternatively, you can notify the relevant manufacturer directly if you already have its details. The relevant manufacturer will then assist you further, but if you have any difficulty, please let us know and we will be happy to assist you where we can.
Damaged or defective Large Appliances items can be returned within 7 days in accordance with our returns policy. After 7 days the supplier will come to you to inspect the product and assist you with a possible repair, replacement or refund. In the event of a refund, it will be done by us.
Charges and refunds
If you return a defective product to us, but you fail to return all of the accessories and parts that were sold with that product, we are entitled to (subject to applicable law) to refuse the return, only to replace the item that you did return, or to estimate the value of the missing accessories and parts and only to credit or refund you in respect of the returned item.
If you return a product that does not comply with this Policy, you may be liable to reimburse us for the cost of collecting the product from you and the cost of having the product returned to you.
Please note that we only refund to the payment method that you originally used – i.e. payment by credit card will be refunded to the same credit card, payment by EFT or COD (cash on delivery) will be refunded to your nominated bank account.
To return an item, [please email us to obtain a Return Merchandise Authorization (RMA) number. After receiving a RMA number,] place the item securely in its original packaging and include your proof of purchase/and the return form provided/and other], and mail your return to us. See address details on the Contact Page.
Please note, you will be responsible for all return shipping charges. We strongly recommend that you use a trackable method to mail your return. Where we are liable to cover shipping charges such charges will not exceed the shipping charges that was originally paid by yourself.
AGREEMENT TO TERMS