Refund and Returns Policy
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Returns Policy
If you change your mind about your order, please get in touch with us to inquire about the returns instructions within 7 working days of receiving the product and return the item unused and in its original packaging.
However, if you receive an item that is defective please report this to [email protected] within 7 working days of receiving the item by sending an image or video illustration of the defective or damaged product. The product should be in its original packaging, failure to do so will result in the query not being entertained.
We will inspect the returned product, and contact you thereafter with a resolution.
Return goods must be properly packaged when returning them, to avoid damages while in transit.
Ensure that the Product is packaged, together with all accessories, instructions and manual documentation. The product must not be damaged, scratched or soiled in any manner in order to avoid the claim not being processed.
Mthimunye Online Shop will not be liable for courier fees of defective, unwanted or damaged products reported after 7 working days.
Once the returned goods have been assessed, credit vouchers will be loaded on to the respective Mthimunye Online Shop customer account.
If a defect or fault is found or the product does not match your order, we will be happy to exchange the product, in accordance with applicable law. Products that have been misused or changed may not be eligible for returns.
For hygiene purpose, the return of under garments is strictly prohibited.
Section 16 of the CPA states that any defective goods can be returned within 7 working days of receiving the order. The cost and risk of return is borne by the Consumer.
Defective, faulty or non-conforming products:
We encourage you to inspect each product carefully upon receipt. If a product has a defect or fault existing at the time of delivery or otherwise does not conform to your order, you have a statutory right to return the product. We strongly encourage you to get in touch with us on 064 1047 534 alternatively e-mail us at [email protected] as soon as you become aware of any problems.
| Category | Specific reasons |
| Baby Products | All baby items need to be returned in original and new condition. If, upon inspection, the items appear to be used, worn or without tags, we will not be able to process your refund. |
| Bedding | For hygiene reasons we cannot accept returns on any opened bedding. Bedding items include duvets, pillows, mattress toppers etc. |
| Jewellery | We cannot accept returns on any pierced body jewellery such as earrings for hygiene reasons. |
| Clothes, Shoes & Watches | Clothes must be returned unused and in a resalable condition with all tags. If, upon inspection, clothes appear to be worn or without tags, we cannot accept returns. We cannot accept returns on certain types of clothing such as underwear, swimwear for hygiene reasons. |
| Health & Beauty | We cannot accept returns on items where packaging seals have been broken due to hygiene and safety reasons. |
If you are eligible for a refund, such refund will be processed within 7 Business days of our receipt of the product.
REFUNDS
Once the warehouse receives your parcel, we will reimburse the item price less the delivery cost.
Mthimunye Online Shop is not able to accept the return of any products which have not gone through the above process. Products returned may be sent back to you at your expense if received in an unacceptable state. Please treat products and packaging with reasonable care while in your possession.
We require the “Order Number”, which you will find in your “My Account” to be able to expedite your query with appropriate urgency
Any item which was not purchased from Mthimunye Online Shop but returned to us can only be re-sent to you at your own shipping costs. Mthimunye Online Shop will not be liable for storage, returning, disposing of or otherwise taking any responsibility over any such item.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at [email protected] and you will be given the address where you must send back the items.
Specific policies by product category:
Below is a list of products that may have no returns or other limitations.
If you fail to comply with the provisions of this Returns Policy, we reserve the right to refuse returns or to charge you our fees and expenses.
Refund Policy
Returns
To be eligible for a return, please make sure that:
The product was purchased in the last 14 days, If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned. Perishable goods such as flowers, under wear, beddings cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
Refunds (if applicable)
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 applicable)
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 [email protected]
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at [email protected]
Shipping
You will be responsible for paying for your own shipping costs for returning your 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.
