Refund and Returns Policy

Overview Refunds

The returns policy for products purchased from the website. Customers can return products purchased online by submitting an online request and are responsible for the courier fees. Not all items are returnable, including custom orders, personalized/logo items, marked down and clearance items, promotional/annual sale items, and DVDs. Direct exchanges for online purchases are not facilitated, and customers are advised to initiate a return for a refund and place a new order for the desired size. To be considered valid for return, items must be new, unused, and in their original condition, with all accessories and packaging intact.

Valid reasons for initiating a return include suspicion of defect, damage, incorrect delivery, or improper fit. The document also specifies the time frame for returns, which must be initiated within 14 days of receiving the item, with a 7-day window for returning the item to the warehouse. It may take between 7 to 14 working days for the return process to be completed, and if the return meets all requirements, the product value will be refunded to the customer’s payment card. In case a return is not successful, the item will be shipped back to the customer at their own cost, with no credit issued. Additionally, the document addresses scenarios where a purchased item is not delivered, the product arrives damaged, or an incorrect address is provided.

Furthermore, the document provides detailed instructions for initiating a return as a registered user through the website. It includes steps for selecting the relevant order, filling in required information, selecting a courier, and returning the item. The process involves inspection and evaluation of the returned item at the warehouse, with refunds processed within 14 working days. The document also outlines the procedure for customers who have checked out as guests, detailing how to access their order history and initiate the return process.

Overall, the returns policy emphasizes the procedures and conditions for initiating returns, including valid reasons for return, time frames, and the refund process, providing comprehensive guidelines for customers seeking to return products purchased from the website or in-store.

What are the criteria for a return to be considered valid?

The criteria for a return to be considered valid include the following:

The item(s) must be new, unused, and in the same condition as when it was delivered.
All parts, accessories, manuals, warranty information cards, and other printed materials must be in their original packaging and condition.

These criteria are essential for a return to be considered valid. If the item meets these requirements, it can be considered for a return.

Valid Return Requirements

To be eligible for a return, the following conditions must be met:

Item Condition: The item must be new, unused, and in the same condition as when it was received.
Complete Package: All parts, accessories, manuals, warranty cards, and other printed materials must be in their original packaging and condition.

These criteria are crucial to ensure a return is considered valid. An item that adheres to these standards is eligible for return consideration

What reasons are considered valid to action a return?

Valid reasons for initiating a return include suspicion of defect, damage, incorrect delivery, or improper fit. If the item is found to be defective, damaged, or not as ordered, the customer is entitled to return the product. Additionally, if the item does not fit correctly, it is considered a valid reason for a return. However, it’s important to note that the product’s defect must arise from manufacturing issues or deviation from factory specifications to qualify for a full refund.

How long do I have to return an item?

You have seven (7) days from the receiving date to submit a Return Form via the website. Once the Return Form is submitted, you have fourteen (14) days to return the item to our warehouse. It’s important to note that if the item is not received within fourteen (14) days from the submission of your Return Form, your request will be automatically deemed cancelled/withdrawn

How can I initiate a return as a registered user through the website?

To initiate a return as a registered user through the website, you can follow these steps:

Sign in to your account by clicking on “My Account” in the website’s header and then select “Sign In” to enter your login details.
Once signed in, go to the “Orders” section under “My Account” to view all your online orders.
Select the relevant order ID to open the “Order Information” screen.
In the summary panel, you will find the option “Request a Replacement or a Refund”. Click on it to proceed.
Fill in the required information, providing as much detail as possible.
Click on “Return” to submit your request.

After submitting your return request, you will need to select a courier of your choice and return the item to the specified address. It’s important to include a copy of the order number and return request inside the parcel. Please note that the courier charges for the return are payable by you. Once the item is received at the warehouse, it will be inspected and evaluated. If the returned product meets all the requirements, the product value will be refunded. This process can take up to 14 working days.

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