Store Policies

We believe in transparency for our customers, so please take note of these important terms & conditions that apply when making a purchase from any of our stores. These policies below specifically apply to our Stores and not necessarily for The Webstore.

 RETURNS POLICY

1.             NON-DEFECTIVE PRODUCTS

Non-Sale Items  

1.1 Customers can return products for a refund or exchange within 14 (Fourteen) Days from the date of purchase, provided that:

1.1.1 The product is in its original or the same condition and packaging;

1.1.2 The product has not been worn or used;

1.1.3 The price (swing) ticket and labels are attached to the product or its packaging;

1.1.4 The original till slip, as proof of purchase, is presented;

Sale Items

1.2 No refunds on Sale items (size exchanges are subject to availability)

Credit Notes:

1. A credit note will be issued to the consumer on return of a product, in a fair and reasonable offering if the 14 day period of refund or exchange has lapsed.

2. An OTP (One Time Pin) will be sent to the consumer’s cellphone number.

3. The consumer may use this OTP to redeem a product in the store where the credit note was issued, for the same value or greater.

4. A credit note is valid for one use only.

5. Credit note’s may not be exchanged, divided or redeemed for cash.

6. Queries for lost OTP/Credit notes may only be entertained during office hours (Mon-Fri 8:30-16:30 and Sat 8:30-12:30). Same applied for expired lay-byes.

2.           DEFECTIVE PRODUCTS

2.1. Within 6 Months of your purchase, you find that the product is faulty, not commercially acceptable, unsuitable for the purpose generally intended, or not legal or reasonably durable (based on the circumstances and product type) (in other words that the merchandise is “defective & does comply with the provisions of section 55 of the Consumer Protection Act”), the consumer may bring in the product. Once the product has been inspected by our quality control team & the product is found to be “defective”, customers will be entitled to one of the following:

(a) full refund into the customer’s bank account via EFT

(b) have the product repaired or replaced, depending on availability and other relevant circumstances;

If the product is found NOT to be defective and is commercially acceptable, you will NOT be entitled to any repair, replacement or refund. A product is NOT defective and you will NOT be entitled to any repair, replacement or refund under the general warranty above if:

(a) The faults/damage are a result normal wear and tear;

(b) Damage arising from incorrect usage of the product;

(c) The item has a reasonable amount of manufacturing or production imperfections, but is acceptable in accordance with the generally accepted commercial practices.

2.2 The provisions of clause 2.1 above apply to all items, including sale items or items bought on promotion. The repaired item will have a 3 month warranty in respect of the repairs and if the repaired item is still defective after the repair the customer will be entitled to either a refund or an exchange.

2.3 Products will not be regarded as defective and a customer will not be entitled to a refund or repair or an exchange in circumstances where the faults in the merchandise result from:

2.3.1 Normal wear and tear;

2.3.2 Negligence or damage arising from misuse and/or improper or inadequate care of the merchandise;

2.3.3 Where the items have been altered or dealt with or used contrary to the manufacturer’s instructions.

3.             EXCLUSIONS

3.1 A customer may not under any circumstances return the following:

3.1.1 Product that a customer or any other person has altered, repaired, incorporated or added to and;

3.1.2 Any soiled items (if also not defective).

4.             REFUNDS  

4.1 In the event that a customer qualifies for a refund in terms of this Returns Policy; for defective products and has complied with all the relevant provisions of this Returns Policy, the customer will qualify for the full purchase price paid for the refunded productor if the product was purchased on sale or on promotion, then a refund of the amount actually paid for the product, being the discounted price as per the discounted value set out on the till slip. Authorised refunds will be made as follows: 

4.1.1 CASH, DEBIT CARD AND CREDIT CARD PURCHASES:

4.1.2 Credit card purchases will be refunded to the credit card used to make the initial purchase;

4.1.3 Cash purchases will be refunded by way of EFT (into purchaser’s bank account).

4.2. In the event of a customer qualifying for a refund in terms of this return policy, for non-defective items, the consumer is entitled to a refund or exchange within 14 days from the purchase of the item and a credit note if the 14 days has lapsed.

5.             LAY-BYES

5.1. Identification documents to be provided for verification upon entering and concluding the lay-by agreement.

5.2. Lay-by dockets are to be kept safely as it is to be produced upon payments and when redeeming products.

5.3. The total lay-bye period is 2 months from Start Date.

5.4. A 10% handling fee will be charged on all expired & cancelled lay-byes.

5.5. Should your lay-by expire, an OTP (One Time Pin) will be sent to you via an SMS to use as a credit note. Queries for lost OTP may only be entertained during office hours (Mon-Fri 8:30-16:30 and Sat 8:30-12:30).

5.6. Upon release of goods, identification documents are required and the 14 day refund and exchange policy will apply.

_____________________________________________________

All Rights Reserved | Histerix (Pty) Ltd | E&OE

_____________________________________________________

If you have any questions or concerns, kindly contact us on customercare@dso.co.za