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Non-received items Guarantee
Mistakes happen and annually a small percentage of parcels get lost by the postal service. If your ordered item hasn't arrived within 60 days of the date of original purchase, please contact our support team and a replacement item will be sent, alternatively a full refund may be arranged. If only a part of the items in your order have not been received, you will be refunded for these items only.
This policy excludes errors made by customers when providing shipping details on their order(s) or missed parcel deliveries.
Our returns policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we are unable to 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.
To complete your return, we require your order number.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted (if applicable):
Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Any item that is returned more than 30 days after purchasing.
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 it is approved, then your refund will be processed immediately, and a credit will automatically be applied to your credit card or original method of payment, within few business days.
Exchanges (if applicable)
We only replace items if they are defective or damaged. For exchange requests please send us an email at firstname.lastname@example.org.
To return your product, you should mail your product to the address provided to you after you contact our customer service.
Please note: since our collaboration has roots in South Africa, we are currently donating all returned items to The Earthchild Project in Cape Town, South Africa. Cape Town is close to our hearts and by returning an item you are actively putting a smile on a person less fortunate's face. For international parcels we advise you to use a tracking number.
You will be responsible for paying for your own shipping costs for returning your item. All shipping costs are non-refundable.
Depending on where you are located, the time it may take for your exchanged product to reach you, may vary.
By purchasing from this website you fully agree and understand this return & refund policy.