Refunds and Returns
1. ORDER PRICING & PAYMENT
1.1 All items are priced in rands (R ZAR) and exclude delivery charges which will be applied at checkout before you complete your order.
1.2 We reserve the right to change prices without notification at any time. Items will be charged at the price which was displayed at the time of the order being made in ZAR.
1.3 Payments are processed via a Secure Socket Layer (SSL) encrypted channel by PayFast. At no time will your payment details be stored on our own electronic system. Payments will be taken at the time of order acceptance by PayFast.
1.4 In the event that a payment cannot be processed, the order will not be accepted and will automatically be cancelled. In such an event, please contact us via the contact us page.
1.5 All prices will be inclusive of taxes where applicable.
2. ORDER PROCESSING
2.1 Order acceptance will be confirmed on the screen and an order confirmation email will be sent to the address provided at the time of purchase. We recommend that you retain this email for your records.
2.2 Each order confirmation will contain an order number specific to your transaction which can be used in any further communication.
2.3 Once the order has been accepted and payment has been taken, the order cannot be amended.
2.4 It is your responsibility to provide the correct email address upon placing an order. We cannot take responsibility for the non-delivery of a confirmation or dispatch email should your email address be incorrect, or should a 3rd party email server prevent delivery due to spam filters.
3. DELIVERY
3.1 All orders are aimed to be dispatched on the same day (if ordered before 1pm GMT) or the next working day (Monday-Friday). Dispatch times may vary from time to time and we make no guarantees of dispatch times. Pre-orders: If you place a pre-order (where any items within your order are only available as pre-orders) the whole order will be held until the pre-order is ready for dispatch. All pre-order dates are strictly indicative and may vary at our discretion.
3.2 ZA customers can choose from two delivery options, ‘Courier’ and ‘Local Collection’. For more information on delivery options please see Delivery Information.
3.3 Non-ZA customers delivery is by ‘Tracked’ courier. For more information on delivery options please see Delivery Information. International delivery to be added at a later date.
3.4 It is your responsibility to provide us with full and correct delivery address details. If your package is returned to us due to an incorrect or incomplete address, you will be charged the full delivery cost to re-deliver your order to a corrected address.
3.5 If you are not present at the time of delivery, a delivery note should be left asking you to contact the courier service directly to arrange re-delivery at a convenient time or pick it up in person from the specified location. You will then have 21 days until the parcel is returned back to us as undeliverable. We do not resend packages that are returned to us as undeliverable. We will refund you for the value of the products ordered but not for the delivery charge.
3.6 A parcel is considered lost after it has been in the delivery system for a period of 15 working days for ZAR orders and 21 working days for non-ZA orders. Although orders normally take much less than that we are unable to dispatch a replacement until this period of time has elapsed. We cannot be held responsible for any direct or indirect loss or damage incurred by a customer due to delayed or lack of delivery of goods regardless of the method of delivery.
3.7 We do not ship to all worldwide destinations at this time.
3.8 We will email you a dispatch confirmation as soon as your parcel has been passed onto the courier or postal services. We cannot take responsibility for the non-delivery of a dispatch email should your email address be incorrect, or should a 3rd party email server prevent delivery due to spam filters.
3.9 Customs duties: Any fees charged by Customs are the sole responsibility of the customer.
4. DAMAGED GOODS
4.1 We have strict quality controls in place to ensure your items are sent un-damaged, however, we advise you to carefully check the item(s) upon arrival. If you experience any problems, please contact us from the Contact Us page stating your full contact details, order reference number and the exact damage observed.
4.2 If you have a valid claim in respect of any of the items which is based on any defect in the quality or condition of the items in accordance with this Agreement, we shall refund to you the full price paid (or a proportionate part of the price) and the delivery charges incurred within 30 days from receiving the returned items.
4.3 If the package of the items is damaged you must notify us within 24 hours of receipt of the package.
4.4 We ask you to return any incorrect or defective items to us as soon as possible to the returns address shown on the dispatch note.
5. RETURNS POLICY
5.1 Our returns policy does not affect your legal rights under the Distance Selling Regulations, The Sale of Goods Act or other legislation. If you wish to return an item bought from us please contact us via the Contact Us page within 7 days of receiving the order clearly stating your full contact details and order reference number.
5.2 Items returned during the 7 days, mentioned in 5.1, must be in their original condition and packaging and under no circumstances should be used. We reserve the right to refuse a refund on any item, which has been opened, damaged, dirtied, stored incorrectly, is in un-saleable condition or which have not been returned to us in line with the specified return procedure.
5.3 Any return (other than for defective items) will be at the customer’s own expense. A full refund, excluding delivery costs and a 10% handling fee will be processed within thirty days of us receiving the returned goods. 6.4 Any return made outside the defined timeframes will not be accepted.
5.5 We advise you to return items by recorded delivery or by obtaining a Certificate of Postage from the Post Office or by any other means that shows proof of the return. If your returned items are not received we cannot process the refund unless you can provide this proof of postage.
5.6 The address for returns is stated on the note dispatched with all orders.
5.7 Due to public health and safety regulations perishable goods (foodstuffs, health supplements and beverages) cannot be returned, refunded or exchanged.
6. PROMOTION CODES
6.1 If you have opted-in to receive information on our products, you may occasionally receive promotion codes or product newsletters from us by e-mail.
6.2 Promotion Codes can be applied at checkout.
6.3 Promotion Codes have no monetary value and under no circumstances can they be converted into currency. Each code has an expiry date set at our discretion. We reserve the right to modify the expiry date without notification.
6.4 Promotion Codes cannot be divided into parts. The discount achieved by the use of a Promotion Code must not exceed the total monetary value of the order (excluding delivery costs).
6.5 Some Promotion Codes will specify a minimum amount to be spent in order to be applied.
6.6 Promotion Codes cannot be applied past their expiry dates.
6.7 Any refund made on an order where a Promotion Code was applied will be reduced by the discounted amount.
6.8 Only one Promotion Code can be used per order.
