Refunds & Returns
Incorrect Product Delivery:
Should there be an inadvertent dispatch of an incorrect item to you, or if the item does not match the description provided on the website, kindly inform us within a span of 7 days.
We kindly request that you refrain from unwrapping the product from its original casing. At no expense to you, we will arrange for a collection of the item via courier service.
We are poised to:
Efficiently deliver the correct item in a timely manner (should it be available);
or, facilitate a reimbursement (employing the same mode of payment originally used for the purchase).
In the event that your received merchandise arrives in a state of disrepair, our commitment to resolving the situation is resolute. Once again, please apprise us within 7 days.
To ascertain the point in the delivery process at which the damage likely occurred, we will necessitate the following particulars:
Photograph of the exterior packaging;
Photograph encompassing the contents of the container, encompassing the interior packaging;
Photograph of the impaired item.
If it becomes necessary, we will make arrangements to recover the product from your possession without any associated cost. Once our scrutiny of the product or images has been conducted and your return has been validated (if necessary), we will proceed according to your preference:
Substitute the item (should it be available);
or, initiate a refund (utilising the original payment method employed for the purchase).
Policy of a 12% Reimbursement Deduction:
Following a purchase and the ensuing solicitation for a reimbursement, a deduction of 12% will be applied to the amount of the refund.
This policy of reimbursement deduction extends across all transactions conducted on the website, inclusive of merchandise and workshop admissions.
The 12% reimbursement deduction will be automatically subtracted from the overall refund sum.
We advise patrons to thoughtfully contemplate their purchase choices, as the reimbursement deduction will be enforced regardless of the grounds for seeking a refund.
By proceeding with a purchase, customers acknowledge and assent to the policy of a 12% reimbursement deduction.
The procedure of reimbursement deduction will be carried out in alignment with the pertinent reimbursement protocol outlined in the Terms and Conditions.
Please be apprised that this policy of reimbursement deduction is subject to modification without prior notice; any alterations will take effect upon posting on the website.
Kindly note that utilisation of this website and the initiation of a purchase signify your agreement to adhere to these Terms and Conditions, which encompass the policy of reimbursement deduction.
Methods of Initiating a Return:
Various avenues exist for initiating a return:
You have the option to deliver the item personally to our collection site, situated at Stonehaven Estate, Fish Hoek, Cape Town, 7975. No expenses are linked to this method.
Alternatively, you can opt for a scheduled collection date, and the item will be retrieved from your location via courier.
Procedure for Packaging a Return Item:
The item earmarked for return should be encased in its original packaging, ensconced with ample cushioning and protective materials to ensure its secure transit back to us.
Returns dispatched in alternative conditions will be subject to a 10% fee for repackaging.
Should the return item be improperly packed and subsequently incur damage, it regrettably renders you ineligible for a refund. The onus of correctly packaging the item rests with you.
Refund Processing:
Returns within a 30-day period
You will be presented with the option of either exchanging the product or obtaining a refund. Should you specifically prefer an alternative mode of reimbursement (such as an EFT), a fee of 10% of the refund sum may be levied. The processing of refunds typically transpires within 8 to 10 business days after the initiation of the return (allow up to 3 business days for the refund to reflect in your account, considering banking timelines).
Compromised Merchandise:
The handling of refunds is typically concluded within 8 to 10 business days upon the lodgment of the return (allow up to 3 business days for the refund to reflect in your account, considering banking timelines). Substitutes may take a longer duration due to their dependence on availability.
Our Product Guarantee:
We assure the pristine and superior quality of all our merchandise unless explicitly stated as used.
Queries and Grievances from Customers:
We are dedicated to achieving utmost customer contentment. We hold in high regard the rights of our patrons and unfailingly strive to adhere to the finest practices and pertinent legalities. Should any of our products fall short of your contentment or should inquiries arise, we urge you to make use of our Contact form. We will exert our utmost efforts to resolve any predicaments. We take pride in upholding the distinguished reputation of our offerings.
Should there be an inadvertent dispatch of an incorrect item to you, or if the item does not match the description provided on the website, kindly inform us within a span of 7 days.
We kindly request that you refrain from unwrapping the product from its original casing. At no expense to you, we will arrange for a collection of the item via courier service.
We are poised to:
Efficiently deliver the correct item in a timely manner (should it be available);
or, facilitate a reimbursement (employing the same mode of payment originally used for the purchase).
In the event that your received merchandise arrives in a state of disrepair, our commitment to resolving the situation is resolute. Once again, please apprise us within 7 days.
To ascertain the point in the delivery process at which the damage likely occurred, we will necessitate the following particulars:
Photograph of the exterior packaging;
Photograph encompassing the contents of the container, encompassing the interior packaging;
Photograph of the impaired item.
If it becomes necessary, we will make arrangements to recover the product from your possession without any associated cost. Once our scrutiny of the product or images has been conducted and your return has been validated (if necessary), we will proceed according to your preference:
Substitute the item (should it be available);
or, initiate a refund (utilising the original payment method employed for the purchase).
Policy of a 12% Reimbursement Deduction:
Following a purchase and the ensuing solicitation for a reimbursement, a deduction of 12% will be applied to the amount of the refund.
This policy of reimbursement deduction extends across all transactions conducted on the website, inclusive of merchandise and workshop admissions.
The 12% reimbursement deduction will be automatically subtracted from the overall refund sum.
We advise patrons to thoughtfully contemplate their purchase choices, as the reimbursement deduction will be enforced regardless of the grounds for seeking a refund.
By proceeding with a purchase, customers acknowledge and assent to the policy of a 12% reimbursement deduction.
The procedure of reimbursement deduction will be carried out in alignment with the pertinent reimbursement protocol outlined in the Terms and Conditions.
Please be apprised that this policy of reimbursement deduction is subject to modification without prior notice; any alterations will take effect upon posting on the website.
Kindly note that utilisation of this website and the initiation of a purchase signify your agreement to adhere to these Terms and Conditions, which encompass the policy of reimbursement deduction.
Methods of Initiating a Return:
Various avenues exist for initiating a return:
You have the option to deliver the item personally to our collection site, situated at Stonehaven Estate, Fish Hoek, Cape Town, 7975. No expenses are linked to this method.
Alternatively, you can opt for a scheduled collection date, and the item will be retrieved from your location via courier.
Procedure for Packaging a Return Item:
The item earmarked for return should be encased in its original packaging, ensconced with ample cushioning and protective materials to ensure its secure transit back to us.
Returns dispatched in alternative conditions will be subject to a 10% fee for repackaging.
Should the return item be improperly packed and subsequently incur damage, it regrettably renders you ineligible for a refund. The onus of correctly packaging the item rests with you.
Refund Processing:
Returns within a 30-day period
You will be presented with the option of either exchanging the product or obtaining a refund. Should you specifically prefer an alternative mode of reimbursement (such as an EFT), a fee of 10% of the refund sum may be levied. The processing of refunds typically transpires within 8 to 10 business days after the initiation of the return (allow up to 3 business days for the refund to reflect in your account, considering banking timelines).
Compromised Merchandise:
The handling of refunds is typically concluded within 8 to 10 business days upon the lodgment of the return (allow up to 3 business days for the refund to reflect in your account, considering banking timelines). Substitutes may take a longer duration due to their dependence on availability.
Our Product Guarantee:
We assure the pristine and superior quality of all our merchandise unless explicitly stated as used.
Queries and Grievances from Customers:
We are dedicated to achieving utmost customer contentment. We hold in high regard the rights of our patrons and unfailingly strive to adhere to the finest practices and pertinent legalities. Should any of our products fall short of your contentment or should inquiries arise, we urge you to make use of our Contact form. We will exert our utmost efforts to resolve any predicaments. We take pride in upholding the distinguished reputation of our offerings.