Refunds and Returns

In an effort to ensure that you are happy with your purchase. If you are not completely satisfied, you can return the product to us and we will either repair / replace it or credit your account, subject to the terms below.

1.  Products not eligible for returns #

The following products are not eligible for a refund, exchange or credit:

• electronic vouchers;
• books;
• intimates, lingerie, swimwear, bodysuits or underwear;
• jewelry for piercings;
• a beauty product or fragrance which has been used;
• foodstuff, beverages or other products intended for everyday consumption; or
• products which have been personalised for you or made to your specifications, unless defective.

2.  Products damaged on delivery #

Should a product be damaged at the time of delivery / collection, the client needs to notify us of such delivery / collection by contacting you the seller.

You will then need to initiate a refund. This process is highlighted in the Dashboard section under the orders menu here.

We will arrange to collect the product from the customer at no charge to you or the customer. Once you have inspected the product and validated that it is a valid return, you will, at your choice, repair / replace the product as soon as possible (if such repair / replacement is possible) or notify us to approve the refund and credit the customers account with the purchase price of the product (or refund the customer if that is their preference). Credits and refunds are normally handled within 8 days of logging the return (bear in mind that refunds can take 1-4 working days to reflect in the customer’s account). Please communicate how low repairs and replacements will take with the customers.

3.  Defective products #

Please do your best to ensure that the products we deliver to customers are of high quality and without defects.

What is a defect? 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 the customer to a return under this section 3:

• faults resulting from normal wear and tear;
• damage arising from negligence, user abuse or incorrect usage of the product;
• damage arising from electrical surges or sea air corrosion;
• 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.

4. Vouchers & Coupons #

There are two types of Coupons: a Coupon with a fixed amount of a discount, e.g. R100 off (“Fixed Coupon”), and a Coupon with a percentage discount, e.g. 10% off (“Percentage Coupon”).

Where a customer has used a Fixed Coupon to pay for an order, and you, the customer or Afro Nala later cancels the order (or part thereof) prior to delivery of the relevant product(s), or the customer logs a return of one or more products for credit in accordance with this Policy, the value of the Fixed Coupon will be deducted from the purchase price of the cancelled or returned product(s) (as applicable), and we will credit their account for the balance, if any (or refund them if that is their preference). We will also provide the customer with a replacement Fixed Coupon of the same value as the original Fixed Coupon used. Afro Nala may in its sole discretion impose restrictions on the use of the replacement Fixed Coupon. For any subsequent cancellations or returns arising out of the same order, we will credit the customer account as normal with the value of the returned product (or refund you if that is your preference).

Where a customer has used a Percentage Coupon to pay for an order, and you the customer or Afro Nala later cancels the order (or part thereof) prior to delivery of the relevant product(s), or the customer logs a return of one or more products for a credit in accordance with 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 their account for the balance, if any (or refund them if that is their preference). We will also provide them with a replacement Fixed Coupon of the same value as the discount received using the original Percentage Coupon. Afro Nala may in its sole discretion impose restrictions on the use of the replacement Fixed 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 a customer has used a Voucher to purchase a product that they later return for a refund in accordance with this Policy, we cannot refund them in cash for that portion of the purchase price which they paid using the Voucher, but we will credit their account.

5.  Charges #

If a customer returns a defective product to you, but they fail to return all of the accessories that were sold with that product, you are entitled (subject to applicable law) to refuse the return, only to replace the item that they did return, or to estimate the value of the missing accessories and only to credit or refund them in respect of the returned item.

If the customer returns items to you by mistake and they want these returned back to them, the customer will be liable to reimburse Afro Nala for the cost of having the product returned to them.

If the customer returns a product that does not comply with this policy, they may be liable to reimburse Afro Nala for the cost of collecting the product from them and the cost of having the product returned to you.