DAMAGES
We do understand that there could be instances of a damaged parcel when they are delivered to customers.
When a parcel is delivered damaged or an item/product within the parcel arrived damaged, we require the recipient to email us with a brief description of the damage to include the recipient’s full name, the order number, delivery address and postcode and photographic evidence of the parcel/product damaged.
If evidence is provided, we begin our investigation into this which might take up to 72 hours.
Once our investigation is completed, we might opt to give a replacement of the damaged item, if the exact item is not available, we provide an alternative product.
In case of non-availability of the damaged products or its alternative. A refund process is initiated which might take 3-5 business days.
When no evidence is provided for the damaged item, a partial refund will be processed which will also take up to 3-5 business days to be processed.
REFUND/ RETURNS POLICY
Our return policy lasts 7 days. If 7 days have gone by since your purchase, and you have not returned the damaged item, a refund will not be processed.
To be eligible for a return, your item must be unopened, unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned. Perishable goods such as frozen and ambient food cannot be returned due to contamination.
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
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 were approved, then a new product would replace the items returned. If the product is unavailable then you will be issued a voucher to the value of the product to use toward your next purchase.
