STANDARD REFUND AND EXCHANGE POLICY

 

1. INTRODUCTION

We want you to be happy with your purchase. If you are not completely satisfied, you can return the Goods to us and we will replace it, or credit your account, subject to the below terms. This Policy applies to Goods bought from Dortha Group Trading Online webstore itself. This Policy forms part of the Dortha Group Terms and Conditions, and so words defined in the Terms and Conditions have the same meaning in this Policy, unless the context indicates otherwise. Nothing in this Policy is intended to limit your statutory rights in any way.

Covid 19 Returns Terms and Conditions (when applicable)

In light of the Government restrictions that have been put in place during the national Covid-19 lockdown, we have had to make some temporary changes to our returns policy.

These changes will apply with immediate effect in addition to the Standard Terms and Conditions. Where there are any inconsistencies between these Covid-19 Returns Terms and Conditions, and our Standard Terms and Conditions, these Covid-19 Returns Terms and Conditions will apply specifically during the lockdown period.

All non-restricted items logged for return during the national lockdown can be collected via courier.

2. WEBSTORE PURCHASES: REFUND AND EXCHANGE POLICY

If your Goods are faulty, damaged or incorrect, please allow us to replace or refund your Goods.

Have we accidentally sent you faulty, damaged or incorrect goods?

Contact us to arrange collection

• A support ticket shall be loaded with a photo and order number via Customer Support on the website within 24 (twenty-four) hours after delivery on the webstore.
• Once the support staff have indicated that it is a fault from Dortha Group or delivery service, we will collect the item via the courier service.
• Upon receipt of the Goods and after a thorough inspection thereof, the final decision rests with Dortha Group whether to refund the Customer or replace the Goods for the Customer.
• Once this investigation is done by Dortha Group and the return is approved, the Goods can be returned within 10 (ten) days if not opened, and a refund of the Goods and the associated courier costs will be covered strictly under the following circumstances:
  • Item is not used or damaged by user
  • Packaging is still in the original condition
• When Goods are used and/or opened, both Dortha Group and the original Supplier(s) are to inspect the product and evaluate the matter. If approved, Dortha Group will refund the Goods and the associated courier costs to the Customer, which will be subject to a 15% (fifteen percent) handling fee to be deducted before the refund is made.

 

Was the wrong size or colour selected during your purchase?

Buyer’s Remorse

A support ticket must be loaded via Customer Support on the website together with a photo and the respective order number within 10 (ten) days after delivery. Once the support staff have indicated that the Goods were not used and/or damaged by the Customer, Dortha Group will collect the item via a courier service. After investigation of the Goods the final decision will rest with Dortha Group to refund the Customer for the Goods less the Original Delivery and Collection fee under the following circumstances:

• the item was not used or damaged by the client; and/or
• the packaging of the Goods is still in its original condition.

Where the packaging for Goods is found to be opened and/or tampered with, Dortha Group shall evaluate such Goods on a case by case basis. If approved, Dortha Group will provide a refund to the Customer less the original delivery and collection fee. A 15% (fifteen percent) handling fee will also be deducted before the refund is made.

Returns Policy

All returns and exchanges need to meet the following conditions:

• It is within 10 (ten) days of purchase date
• You have a valid Tax Invoice
• The item is unworn/unused and it's still in its original packaging
• The Goods ticket is attached
• Underwear and swimwear may not be returned or exchanged
• Please note that we can only make an exchange or refund once we have confirmed receipt of your payment into our bank account and the refund will be made back into the account it was paid from.

 

Preparing your Goods for a return

To ensure your request is processed as quickly as possible you are responsible for the following when returning your Goods;

• package your Goods safely and securely for protection during transit;
• clearly mark your return reference number on the outside of the parcel; and
• include all accessories and parts that were sold with the Goods.

Failure to adhere to any of these requirements could delay the processing of your request or result in its decline altogether.

3. GENERAL
   1. Right to Return Goods
      1. We grant a general right to all customers to return goods within 10 (ten) days of their purchase, provided that the goods are still packed in the original packaging. If you exercise this right, a 15% (fifteen percent) handling fee will be charged. Also note that proof of purchase is required.
      2. Unfortunately, we will not accept goods that have been specially ordered, or take back goods that may not be taken back for public health and/or safety reasons, or take back goods that have been physically altered, converted or damaged.
   2. Defective Products

We do our best to ensure that the Goods we deliver to you are of a high quality, and in good working order and without defects.

What is a defect? A defect is a material imperfection in the manufacture of a Goods or any characteristic of a Goods, which makes the Goods 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 you to a return under this section

• faults resulting from normal wear and tear;
• damage arising from negligence, user abuse or incorrect usage of the Goods;
• damage arising from electrical surges or sea air corrosion;
• damage arising from a failure to adequately care for the Goods;
• damage arising from unauthorised alterations to the Goods; and
• where the specifications of a Goods, although accurately described on the Website and generally fit for its intended purpose, do not suit you.

3. Standard Warranty

If you have received a product which turns out to be defective or otherwise of poor quality (save for manufacturer warranty products which are discussed below), please notify us as soon as reasonably possible after you become aware of the defect or poor quality, but in any event within 6 months after delivery / collection of the product (except in the case of an extended supplier warranty, which is set out below).

You can do so by logging a return on our website, and we will arrange to collect the product from you at no charge. Once we have inspected the product and validated your return, we will at your choice repair / replace the product (if such repair is possible / we have the same product in stock to use as a replacement) or credit your account with the purchase price of the product (or refund you if that is your preference). If the repair / replacement takes longer than 21 (twenty-one) days, we will get in touch with you to see if you would rather receive a credit / refund.

Where there is no extended supplier warranty period, unfortunately we cannot facilitate returns that fall outside of the 6 (six) month period.

4. Extended Supplier Warranty (stipulated on product page)

A product may have a supplier warranty that extends beyond the 6 (six) month Standard Warranty stipulated in 3.3.. If such a product turns out to be defective more than 6 (six) months after delivery / collection (save for manufacturer warranty products which are discussed below), please notify us as soon as reasonably possible after you become aware of the defect, but in any event within the extended supplier warranty period after delivery / collection of the product.

You can do so by logging a return on the website, and we will facilitate your return of the product to the supplier at no charge. Unfortunately, we cannot facilitate returns that fall outside of the extended supplier warranty period.

Please note that any extended supplier warranty is subject to whatever terms and conditions the supplier or manufacturer may impose. These are usually stated in a brochure or leaflet inside or on the product packaging. It is your responsibility to make yourself aware of any such terms and conditions.

It is also important to note that the remedy offered to you is at the supplier or manufacturer’s discretion what remedy it can offer you. Dortha Group is under no obligation to provide you with a credit, repair / replacement, as your remedy lies with the supplier or manufacturer.

5. Manufacturer Warranty (stipulated on product page)

A manufacturer warranty product is a product for which the relevant supplier or manufacturer chooses to manage defective returns themselves, directly with the customer, and not through KAL Group.

If a manufacturer warranty product turns out to be defective or otherwise of poor quality, please contact the relevant supplier or manufacturer directly via the contact details provided when attempting to log the return on the website.

6. Charges and refunds

If you return defective Goods to us, but you fail to return all of the accessories and parts that were sold with that Goods, we are entitled to (subject to applicable law) refuse the return, or only to replace the item that you did return; or to estimate the value of the missing accessories and parts and to credit or refund you in respect of the returned item only.

If you return Goods that does not comply with this Policy, you may be liable to reimburse Dortha Group for the cost of collecting the Goods from you and the cost of having the Goods returned to you.

Please note that we only refund to payment methods that you originally used – i.e. payment by credit card will be refunded to the same credit card, payment by Instant EFT, and the like, will be refunded to your nominated bank account. We do not accept COD as a payment method under any circumstances.