Our Return/Exchange Policy
With regards to all NON-CLOTHING items, the following applies:
A return or exchange can be processed within 14 days of receiving your order. Returns with full refunds will only be accepted on damaged or defective items - to which there will be no shipping or courier costs incurred to the customer in processing the return and subsequent refund. Images or evidence of the damaged/defective product will be required in order to begin the process, whereby we will book a courier to pick the product up from the customer. We will only process the refund once the product has arrived back with us and we have assessed the damaged or defective product. In the event of an exchange to another product, the same will apply in terms of damage/defective products as above. If an exchange is requested for non-damaged/defective products, the courier costs will be for the customers account.
For CLOTHING items, the following applies:
For damaged/defective products, the same policy as per non-clothing products applies. For returns or exchanges due to incorrect sizing, it must be requested within 7 days of receiving the product, we will cover the cost of the courier on your first instance of a return or exchange and send you a new size free of charge or refund you the full amount** (unless a larger size costs more, or a smaller size costs less, we may bill you the difference or refund you the difference). Upon your second instance of a return, we will cover the cost of the courier one way (for eg: if the courier is R85, we will pay R85 and the customer will pay R85 as the courier has to be booked both ways). Upon your third and subsequent return/exchange requests, we will bill the customer the full courier cost both ways (in example above, that would be R170).
**Shipping/courier costs are non-refundable
Our shipping policy:
We have 3 different rates/regions for shipping fee calculations:
1. KZN - within 150km of DBN (incl R/Bay, Empangeni and Port Edward)
2. Major Centres - Rest of KZN, JHB (within 80km), CPT (within 60km), PTA, Bloem, PE, EL, George, Potch, Rustenburg
3. Outlying areas - All areas not mentioned above
For each of these, there will be different fees depending on the size of your order (in volumetric weight - the dimensions of the overall package we will be shipping to you). The different shipping regions will be available for you to select during the checkout process - and here we solely rely on you the customer, to select the correct shipping region at this stage based upon your shipping address. (We do reserve the right to send you an additional invoice for shipping, should the incorrect one be chosen).
For extremely large orders (for example, more than 6 shelves), or if you are unsure about the size of your order - please get hold of us via the contact page, and we can complete the order without the use of this website if necessary, or we will let you know it is okay to continue with your order on the website as usual.
Orders will be processed and available for pick up by the courier (or available for self collection) within 3-5 working days of receiving the order. The courier will then collect the order from us, after which it can be up to another 5 working days for your parcel to be delivered to your chosen address. (Majority of JHB orders take 1-2 working days, and Cape Town 3 working days, but can take up to 5 working days once the courier collects from us).
We do always endeavor to make the process even faster, so you might get a surprise even before you were expecting it!