Our returns policy lasts 7 days (“Policy Period”) from receipt. If the policy period has expired by since your purchase, unfortunately we can’t offer you a refund or exchange.
This Returns Policy complies with the Section 56 and other necessarily applicable Sections of the Consumer Protection Act 68 of 2008.
To be eligible for a return, your item must be unused and in the same condition that you received it. All original packaging must be included. We also require a receipt or proof of purchase. PLEASE DO NOT SEND YOUR PURCHASE BACK TO THE MANUFACTURER
We reserve the right to inspect the product to validate your return.
GRADE.ZA is under no obligation to provide you with a credit, repair / replacement for any return logged after six months, as your remedy lies with the supplier or manufacturer.
NON RETURNABLE ITEMS :
- Gift Cards, Vouchers, Coupons or Promotional mechanisms
- Sale items
- Intimates, Lingerie, Swimwear, Bodysuits, Underwear, Socks
- Jewellery for Piercings
- Used Fragrances or Beauty Products
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 store account (“store credit”) which may or may not take the form of coupons, vouchers and other mechanisms, within a certain amount of days, at our sole reasonable discretion.
In certain instances, amounts will be refunded via the same payment procedures used by the customer in the first instance.
LATE OR MISSING REFUNDS
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 firstname.lastname@example.org
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
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@example.com and send your item to: Shop 3, Reede Street Mall, Gardens, Cape Town, 8001
In general, you can return defective or damaged products to us, provided:
- it is undamaged and unused, with the original labels and stickers still attached;
- it is in the original packaging, which must be undamaged and in its original condition with all seals still intact (if applicable). Please refer to our FAQs for some examples;
- it is not missing any accessories or parts;
- it is not listed under Products not eligible for return (See above).
To return your product, you should mail your product to: Shop 3, Reede Street Mall, Gardens, Cape Town, 8001 , Western Cape, South Africa.
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.
If you are shipping an item over R3000.00, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
INCORRECT PRODUCT RECEIPT:
If we accidentally deliver the wrong product to you or if the product is not as described on the Website (or if it is missing any accessories), please notify us and we will collect the product from you at no charge within reasonable limitations. Once we have inspected the product and validated your return, we will, at your choice, deliver the correct product to you as soon as possible (if the correct product is available); or credit your account with the purchase price of the product within 8 days of the return (or refund you if that is your preference) if within South Africa.
Products damaged on delivery
Should a product be damaged at the time of delivery / collection, please notify us of such delivery / collection at firstname.lastname@example.org including captured images of the damages within 3 (THREE) CALENDAR DAYS of receipt.
We will arrange to collect the product from you at no charge. Once we have inspected the product and validated your return, we will, at your choice, repair / replace the product as soon as possible (if such repair / replacement is possible) or credit your account with the purchase price of the product (or refund you if that is your preference). Credits and refunds are normally handled within 8 days of logging the return (bear in mind that refunds can take 7-14 working days to reflect in your account). Repairs and replacements could take longer, depending on parts / replacement availability.
A defect is a material imperfection in the manufacture of a product or any characteristic of a product, which makes the product less acceptable than one would reasonably be entitled to expect in the circumstances.
The following will NOT be regarded as defects and will not entitle you to rely on this returns policy:
- faults resulting from normal wear and tear;
- damage arising from negligence, user abuse or incorrect usage of the product;
- damage arising from unreasonable environmental exposure ;
- damage arising from a failure to adequately care for the product;
- damage arising from unauthorised alterations to the product; and
- where the specifications of a product, although accurately described on the Website and generally fit for its intended purpose, do not suit you.
Vouchers & Coupons
Where you have used a Coupon to pay for an order, and you or GRADE.ZA later cancels your order (or part thereof) prior to delivery of the relevant product(s), or you log a return of one or more products for a credit in accordance with this Policy, the value of the Coupon will be deducted from the purchase price of the cancelled or returned product(s) (as applicable), and we will credit your account for the balance, if any (or refund you if that is your preference). We will also provide you with a replacement Coupon of the same value as the original Coupon used. GRADE.ZA may in its sole discretion impose restrictions on the use of the replacement Coupon. For any subsequent cancellations or returns arising out of the same order, we will credit your account as normal with the value of the returned product (or refund you if that is your preference).
Where the Voucher or Coupon pertains to a Percentage Discount to pay for an order, and you or GRADE.ZA later cancels your order (or part thereof) prior to delivery of the relevant product(s), or you log a return of one or more products for a credit in accordance with the procedures of this Policy, the value of the discount received using the Percentage Coupon will be deducted from the purchase price of the cancelled or returned product(s) (as applicable), and we will credit your account for the balance, if any (or refund you if that is your preference). We may also provide you with a replacement Coupon of the same value as the discount received using the original Percentage Coupon. GRADE.ZA may in its sole discretion impose restrictions on the use of the replacement Percentage Coupon. For any subsequent cancellations or returns arising out of the same order, we will credit your account as normal with the value of the returned product (or refund you if that is your preference).
Wherever you have used a Voucher to purchase a product that you later return for a refund in accordance with this Policy, we cannot refund you in cash for that portion of the purchase price which you paid using the Voucher, but we will credit your account.
If you return a defective product to us, but you fail to return all of the accessories that were sold with that product, we are entitled (subject to applicable law) to refuse the return, only to replace the item that you did return, or to estimate the value of the missing accessories and only to credit or refund you in respect of the returned item.
If you return a product that does not comply with this policy, you may be liable to reimburse GRADE.ZA for the cost of collecting the product from you and the cost of having the product returned to you.