You may exchange most of our products in their new, unopened condition within 7 days of delivery for a different item, voucher or full refund. Please see below for further information on how to return an item.
We take great care in making sure you receive the correct item. However, should we unintentionally deliver the wrong one, or if the product you receive does not match the image or description on our website, please notify us within 7 days, and we’ll collect the item from you at no charge.
Following which, you’ll have the choice of:
You can also email us here for immediate assistance.
We want you to be happy with your purchase, and so you may return most of our products in their new, unopened condition within 14 days of delivery for a refund excluding original courier fee. Please see below for information how to how to package the return and how we process your refund. If you require us to arrange for the Item to be collected from You, a courier fee will be charged which will be deducted from your Refund amount.
You can also email us here for immediate assistance.
Once we’ve received your returned item, you’ll have the choice of:
Please note that no refund is available if the item was received as a gift.
Should you receive your item/s in a damaged condition, please notify us immediately or within 7 days. Please click here to send us your query. We’ll need relevant photographs so that we can assess how the damage occurred. Once we have validated your return we’ll arrange collection of your item at no charge, after which you’ll have the choice of:
if you specifically require another form of refund (i.e. credit card or EFT), a 7% fee of the refund amount may be charged. Refunds are handled within 8 to 10 working days of logging the return refunds can take up to 3 working days to reflect in your account once processed due to banking timelines
Please Note:
When Returning a product / Item must be packed, in its original packaging, in another box with as much padding and protective packaging as possible so that it can travel safely back to us.
Returns that are sent back otherwise will have a 10% repackaging fee levied against them.
We warrant that all our goods are new and of good quality unless we clearly describe them as used or reconditioned or as having specific defects.
We warrant all our new goods against any defects for six months of normal household or business use, from the time we supplied the goods. This is the statutory warranty in terms of the Consumer Protection Act of 2008 (the CPA).
Defective goods are those that had a defect or were unsafe when we supplied them. We highly recommend testing out your purchase as soon as you have received it to make sure that everything is in working order. A defect usually means that the goods were manufactured using materials, components or workmanship below an acceptable standard. You must prove that goods are defective.
We will repair, replace, or refund the price of any defective goods that you return to us during the six-month statutory warranty. Returns must follow our returns procedure below. We will do our best to repair the defective good, or replace it within 21 calendar days. However, if it takes longer, we will contact you to let you know what is happening.
Any customer that is also a consumer under the CPA may decide whether we should either repair or replace the defective goods, or make a refund. We will decide how to compensate any of our other customers.
We do not personally carry out the repair, but we will send the goods to the supplier to be repaired. We warrant all our repairs and repaired goods against the failure of a repair and any further defect for the remaining portion of the statutory warranty plus a further three months from the time we returned the repaired goods.
If you are also a consumer under the CPA, then we may choose to replace or refund the price of any repaired goods that you return to us during the three-month repair warranty period.
After the six months’ statutory warranty has expired, some products have an extended warranty. These warranties are usually stated in the product brochure, and may be subject to the manufacturer’s specific terms and conditions.
It is solely up to the supplier or manufacturer as to what remedy it can offer you. We are under no obligation to provide you with a credit, repair or replacement, as your remedy lies with the supplier or manufacturer. However, since we want your experience to be as good as possible, we will facilitate the discussion for replacement or repair between you and the supplier.
A customer that believes goods are defective should contact us and we will use a suitably qualified examiner to examine the goods and produce a report for us to consider. A suitably qualified examiner is a reputable and independent person trained and qualified to repair goods. We will not charge you for this service.
Our third-party suppliers are trained to recognise any defects in their goods. They can usually tell if the goods have been misused, for example if they have been neglected, damaged, altered or not used according to instructions. Our third party suppliers will give reasons if they refuse to accept that we supplied defective goods, but will only do this if they honestly believe the goods have been misused.
We have extended this right to all our customers, including those who are not consumers under the CPA. We also have extended the time frame from the statutory ten days to 30 days.
You may return goods within 30 days of delivery if you could not examine them before delivery and then discover that the goods are not what you ordered or expected, or are not suitable for a specific purpose that they communicated to us in writing.
A consumer must return unsuitable goods within thirty days of delivery according to our returns and refunds procedure below.
We will refund the full price of any unsuitable goods in their original unopened packaging. For opened goods, we may deduct or charge a reasonable amount for any use of the goods plus certain costs necessary for repackaging and restocking, subject to the CPA. These costs are usually up to 25% of the cost of the goods.
Warranties on any of our goods will be invalid if any person who is not suitably qualified has opened, tampered with or altered the goods contrary to the instructions or removed the warranty label. This also applies to goods found to be unsuitable. It is considered fraud to damage goods deliberately to claim a refund.
We only warrant goods for any industrial or unusual commercial use if we clearly state this in writing, for example on the packaging or website.
You must use our returns and refunds procedure for returning defective or unsuitable goods, or else we may refuse to accept them. Our returns and refunds procedure is as follows:
Any return of physical goods must include all accessories and instructions, and all original packaging that is still available. Returns that are sent back otherwise will have a 10% repackaging fee levied against them. If original delivery packaging is not available, please make sure the goods are in protective packaging as we are not responsible for any damage in transit. If the returning product item has not been packaged properly and is damaged, then we simply cannot give you a refund. It is your responsibility to package the item correctly.
You may choose to have the item collected by our couriers or drop it off at our Store. If you claim that our goods are defective, our staff will examine the goods for defects. In the case of physical goods, our staff will examine the actual goods. They will report to us whether the goods were defective, were misused, or are of good quality.
Telephone number: 0118323592
Email address: [email protected]
Monday to Friday: 09:00 to 17:00
We aim for complete customer satisfaction. We respect our customers’ rights and always try to comply with best practice and all relevant laws. If you are not satisfied with any of our goods, or have any questions, please contact our customer support department and have your invoice ready. We will try our best to solve your problem.
If we do not accept that we supplied defective or unsuitable goods, and our customer support department has not been able to help, any customer may still take the matter up with a suitable ombud or other dispute resolution body, or take legal action. The dispute resolution procedures under the CPA do not necessarily apply to all transactions with us. This policy does not exclude any other rights customers may have.
We strive to ship your goodies within 24 hours after receiving your payment. Once your order leaves:
Gauteng 1-2 working days
These delivery times are estimations, and although we cannot guarantee exact delivery times, we can guarantee that your delivery will be strictly monitored until it arrives safely in your hands. You’re always welcome to call us on 0118323592 or email [email protected] to check in.
Couriers generally deliver from Monday to Friday between 08h00 – 12h00 and 14h00 – 17h00 on weekdays only, and do not deliver on public holidays.
We deliver to shipping addresses within South Africa only.
Deliveries to game reserves and high risk areas may carry a surplus shipping cost. Should this be applicable to your order, we’ll be sure to notify you beforehand to arrange same.
We strive to ship your goodies within 24 hours after receiving your payment. Once your order leaves:
Gauteng 1-2 working days
These delivery times are estimations, and although we cannot guarantee exact delivery times, we can guarantee that your delivery will be strictly monitored until it arrives safely in your hands. You’re always welcome to call us on 0118323592 or email [email protected] to check in.
Couriers generally deliver from Monday to Friday between 08h00 – 12h00 and 14h00 – 17h00 on weekdays only, and do not deliver on public holidays.
We deliver to shipping addresses within South Africa only.
Deliveries to game reserves and high risk areas may carry a surplus shipping cost. Should this be applicable to your order, we’ll be sure to notify you beforehand to arrange same.
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