Return and Refund Policy
Last updated: 14th June 2024.
In the event of needing to return a product, we will gladly assist. We take pride in ensuring that we comply with the provisions contained in the Consumer Protection Act 68 of 2002. Please note that this policy is not intended to limit any rights whatsoever.
WHICH ITEMS CAN BE RETURNED?
- Incorrect Product purchased
- Defective Product
The terms and procedure followed is dependent on the reason for the return.
RETURNS PROCEDURE (Incorrect product ordered)
STEP 1
Email request to primeorders@manifestworx.africa and return the product within 7 days of the order being delivered or collected.
STEP 2
Once your returns request has been processed, you will receive an email confirming the address to which you may have the item(s) delivered. Please note that all costs relating to the delivery are to be paid by you.
STEP 3
Please make sure that the item(s) are packed in the packaging they were received in, with the inclusion of the order and invoice number associated to that item. Please note that a 40% handling fee will be deducted from your refund if the product is not in its original packaging which is still intact and is not in resalable condition.
STEP 4
Once the returns have reached our warehouse, we will notify you by email and each of the items in your return will be inspected before the return is processed and the refund or store credit initiated.
STEP 5
Inspection can take 2-3 working days. Thereafter, notification of whether your return has been approved, declined or approved subject to a handling fee will be sent to you via email. If it has been approved, you will be asked whether you prefer a store credit, EFT refund, or an option of replacement product. If your request has been rejected, you will be notified of the reasons and requested to collect it or have it delivered back to you at your expense.
RETURNS PROCEDURE ON DEFECTIVE PRODUCTS
STEP 1
Check whether the item falls under our warranty policy or the supplier warranty policy. If the item falls under the supplier warranty policy we will kindly contact the supplier directly for their returns procedure. If the item falls under our warranty policy, then proceed to STEP 2.
STEP 2
Request the return by email to primeorders@manifestworx.africa and return the product within 7 days of the order being delivered.
STEP 3
Once your returns request has been processed, you will receive an email to confirm that our courier partners will contact you to arrange collection.
STEP 4
Please make sure that the item(s) are packed in the packaging they were received in, with the inclusion of the order and invoice number associated to that item.
STEP 5
Once the returns have reached our warehouse, we will notify you by email and each of the items in your return will be inspected before the return is processed and the defective item(s) are sent to our suppliers for repairs or replacement.
STEP 6
Inspection can take 2-3 working days. Thereafter, notification of whether your return has been approved or declined will be sent to you via email. On approval the item(s) will be sent to our suppliers for repairs. If your request is unsuccessful, you will be notified of the reasons and requested to collect it or have it delivered back to you at your expense.
STEP 7
Repairs can take between 14-21 working days depending on the item. Any further delay will be communicated to you.
STEP 8
As soon as we have received the repaired product from our suppliers, we will send it back to you per courier at our expense and notify you accordingly with the tracking number.
RETURNS TERMS AND CONDITIONS
- We reserve the right to reject a return for the following reasons:
- Product is not returned in a resalable condition i.e. (item returned is damaged in a way that is not specified in the return reason)
- Product is not defective and returned after the 7-day period.
- A product is partially missing from the returned order
- Incorrect Product is returned
- Rejected Returns:
- Should we reject your return for any reason specified above, we shall notify you to collect or have the item(s) at your expense
2.2 Should you not collect the item(s) within 1 month from notice to collect, we will have to destroy the product for inter alia public health and safety reasons.
- Refunds and Store Credit:
3.1 Store credits will be sent immediately via email and EFT refunds can take up to 7 working days to reflect depending on method of refund and banking institutions.
3.2 You will receive an EFT refund or Credit Card (your choice) for the Rand (ZAR) value of the Product you paid.
3.3 If you have paid via Credit Card or EFT, you will receive Store Credit or your EFT refund will be credited to the value of the Product you paid.
- You cannot exchange any Product, however, you may return the product for a refund or store credit.
- Products Under Warranty:
5.1 The Warranty:
5.1.1 All products can be returned if they are faulty/defective, not fit for their intended purpose or do not match the sample or description. These products need to be returned in their original packaging with all labels attached within 7 days of delivery.
5.1.2 A “Defective Product” is one which contains a material imperfection in the manufacture or design that renders the product less acceptable, useful or safe than reasonably expected under the circumstances. A product is in a defective condition if it is dangerous to the user or to the consumer, when used in the prescribed way and/or for the purpose for which it was manufactured or designed. The product must be “defective in itself” (due to manufacture or design fault) and not damaged due to inappropriate use.
5.2 Our warranties exclude:
- Fair wear and tear
- damage by fire, flood, high temperature or any environmental condition for which the products was not designed for.
- damages due to inappropriate use
- products which have been modified or have undergone unauthorised repairs
5.3 When returning a product after the standard 7 day returns period, a customer must provide full reasons for alleging that the product is defective, including stating how the product was utilized during the period that it was in the customer’s possession.
5.4 If you are not sure as to whether the product that you bought falls within the supplier warranty period offered by the manufacturer or distributor or whether it falls under our warranty period, contact Prime Orders at primeorders@manifestworx.africa who will advise you further.