RETURNS POLICY

Please read through carefully.

We strive for a 100% customer satisfaction. We know it is not always possible but on the rare occasion that we do have a return we do our best to assist.

If you are not completely satisfied, you can return the product/s to us and we will replace it or give you a credit subject to the terms below. This policy applies to products bought from You’re Welcome.

This policy forms part of the You’re Welcome Terms and Conditions and 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.

1. UNWANTED PRODUCTS

In general, you can return an unwanted product to us at no charge, provided:

– it is undamaged and unused, with the original labels and stickers still attached;

– it is in the original packaging, which must be undamaged and in its original condition with all seals still intact;

– it is not missing any accessories or parts;

– it is not listed in section 2 – Products not eligible for return; and

– you log a return on the Website within 14 days of delivery to you or collection by you of the unwanted product.

We will collect the product from you at no charge. Our courier is entitled to refuse collection of a product that is not properly packaged for transport.

Once we have inspected the product and validated your return, we will credit your account with the purchase price of the product within 8 days of the return (or refund you if that is your preference). Please bear in mind that refunds can take 5 – 10 working days to reflect in your account. We are entitled to refuse a return if the unwanted product is returned damaged, not in a re-saleable condition or missing any accessories.

If it is not what you ordered?

If we accidentally deliver the wrong product to you or if the product is not as described on the Website (or if it is missing any items), please notify us and we will collect the product from you at no charge. Once we have inspected the product and validated your return, we will, at your choice, deliver the correct product to you as soon as possible (if the correct product is available); or credit your account with the purchase price of the product within 8 days of the return (or refund you if that is your preference).

2. PRODUCTS NOT ELIGIBLE FOR RETURNS

The following products are not eligible for a refund, exchange or credit:

– intimates products

– jewellery for piercings

– a beauty product or fragrance which has been used

– foodstuff, beverages or other products intended for everyday consumption; or

– products which have been personalised for you or made to your specifications, unless defective.

3. PRODUCTS DAMAGED ON DELIVERY

Should a product be damaged at the time of delivery / collection, please notify us of such delivery / collection by logging a return on the Website.

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, replace the product as soon as possible or credit your account with the purchase price of the product (or refund you if that is your preference). Credits and refunds are normally handled within 8 days of logging the return (bear in mind that refunds can take 1-4 working days to reflect in your account). Replacements could take longer, depending on availability.

4. DEFECTIVE PRODUCTS

We do our best to ensure that the products we deliver to you are of a high quality and without defects.

What is a defect? A defect is a material imperfection in the manufacture of a product or any characteristic of a product, which makes the product 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 product;

– damage arising from electrical surges or sea air corrosion;

– damage arising from a failure to adequately care for the product;

– damage arising from unauthorised alterations to the product; and

– where the specifications of a product, although accurately described on the Website and generally fit for its intended purpose, do not suit you.

Standard Warranty

If you have received a product which turns out to be defective, please notify us as soon as reasonably possible after you become aware of the defect, but in any event within 1 month after delivery / collection of the product (except in the case of an extended supplier warranty, of which we may not have any control).

You can do so by logging a return on the 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, replace the product (if such replacement is possible) or credit your account with the purchase price of the product (or refund you if that is your preference). Credits and refunds are normally handled within 8 days of logging the return (bear in mind that refunds can take 1-4 working days to reflect in your account). Replacements could take longer, depending on replacement availability.

Please provide suitable packaging for returning the product (it need not be the original packaging), as well as all products that were sold with the defective item when you return it to us – regardless of whether you request a replacement or a refund. Our courier is entitled to refuse collection of a product that is not properly packaged for transport.

Where there is no extended supplier warranty period, unfortunately, we cannot facilitate returns that fall outside of the 1 month.

Extended Supplier Warranty

A product may have a supplier warranty that extends beyond the 1 month. If such a product turns out to be defective more than 1 month after delivery / collection, please notify us as soon as reasonably possible after you become aware of the defect, but in any event within the extended supplier warranty periodafter 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.

Please provide suitable packaging for returning the product, as well as all products that were sold with the defective item when you return it to us – regardless of whether you request a replacement or a refund. Our courier reserves the right to refuse collection of a product that is not properly packaged for transport.

It is also important to note that it will be in the supplier or manufacturer’s discretion to replace the item, or to refund you. You’re Welcome is under no obligation to provide you with a credit, replacement for any return logged after one month, as your remedy lies with the supplier or manufacturer. 

5. CHARGES

If you return a defective product to us, but you fail to return all of the items that were sold with that product, we are entitled to refuse the return, only to replace the item that you did return, or to estimate the value of the missing items and only to credit or refund you in respect of the returned item.

If you return items to us by mistake and you want these returned to you, you may be liable to reimburse You’re Welcome for the cost of having the product returned to you.

If you return a product that does not comply with this policy, you may be liable to reimburse You’re Welcome for the cost of collecting the product from you and the cost of having the product returned to you.