Returns and refunds policy
In general, if a product has been incorrectly supplied by us or is faulty on arrival we will uplift the product at our cost and either refund in full or send the correct item as soon as possible, with our apologies.
Problems with orders need to be reported to us within 72 hours of receipt.
In the event that the incorrect item has been ordered and you would like to return it, this will generally be possible, with a few exceptions:
- items shipped cold, or temperature sensitive items, as we will not be able to be assured that the temperature has been adequately controlled for the duration of the parcel’s travels
- items that have been specially ordered in for you that are not normally part of our offering
- if a large number of a single item have been supplied that we would have ordered in specifically for your order
- Feminine hygiene products, underwear, or any item where we deem that there are sanitary risks to customers cannot be returned.
Returned items need to be unopened, in original packaging and unmarked/undamaged, in other words, in resalable condition.
If the mistake is not on our side, you would need to pay for the courier to return the product(s). We could arrange the courier and bill you for it, or you could use your own courier.
Refunds will usually be into your bank account via EFT, and will only be completed once the product is back with us and we are happy that it is suitable for resale.
We are committed to carrying out business fairly, so will be open to discussing any issues that arise with a view to win-win solutions.