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Welcome to Ekoi South Africa

Returns Policy

1. Introduction
This policy shall be read with and incorporated into the main terms and conditions including reference to its definitions

2. Definitions
2.1 Customer Services means the contact available to you to for any queries, comments, complaints, feedback etc. in relation to the Goods
2.2 Damage means physical harm to any Goods which impairs its value, usefulness or normal function including faulty Goods
2.3 Deterioration means the Goods being in the process of becoming impaired or inferior in quality, functioning, or condition
2.4 Goods means the products sold to you in accordance with the specifications as described on this website and in terms of these t’s and c’s
2.5 Online Returns Form means the online form to be completed on the website when you wish to make a Return
2.6 Misdescribed Goods means a distorted, misrepresented, mislabelled or misleading description of the Goods
2.7 Return means delivery to us or collection from you at the delivery address stipulated in your order

3. Procedure
3.1 Should you wish to cancel your order please complete the Online Returns Form and submit the same electronically to us
3.2 If you have any queries in relation to the use of this the Online Returns Form, please contact Customer Services

4. Cancellation and return within 30 days
4.1 You are entitled to cancel your order, without reason, before delivery and within 30 working days after delivery provided the Goods are as new, unwashed and unworn.
4.2 Should you cancel your order in terms of 4.1 above: -
4.2.1 We will cover the cost of the return;
4.2.2 We will collect the Goods from you at the delivery address stipulated in the original order
4.2.3 You are required to pack the Goods appropriately and attach the waybill which we would have sent you once you have cancelled your order online.
4.2.4 You will be responsible for the reduction in value of Damage of the Goods and/or Deterioration (if any) of the Goods from date of delivery to you and date of Return to us should you not take reasonable care of the Goods until we receive the same.
4.3 We will refund your money within 3 days of receipt of the Goods provided the goods are in order as contemplated in paragraph 4.1

5. Cancellation and return within 30 days
5.1 You are entitled to cancel your order as a result of Damaged Goods or Misdescribed Goods within 30 days from receipt of your Goods provided the Goods are unwashed and unworn.
5.2 Should you cancel your order in terms of 5.1 above, you will have a choice whether you wish to replace the Goods with replacement Goods or receive a refund as contemplated in terms of paragraph 4.3 above provided the Goods are confirmed to be Damaged or Misdescribed
5.3 Should you cancel your order in terms of 5.1 above: -
5.3.1 We will be responsible for the cost of the Return of the Goods to us whether we collect the Goods or whether you deliver the same to us.
5.3.2 You are required to pack the Goods appropriately and attach the waybill which we would have sent you once you have cancelled your order online.
5.3.3 You will be responsible for the reduction in value of Damage of the Goods and/or Deterioration (if any) of the Goods from date of delivery to you and date of Return to us should you not take reasonable care of the Goods until we receive the same.
5.4 Should you choose to replace the Goods, instead of being refunded, please: -
5.4.1 notify us immediately via e-mail before cancellation as the option to replace is not available on the Online Returns Form.
5.4.2 follow the procedure as set out in 6.2.1 and 6.2.2 below

6. Exchanges
6.1 You are entitled to cancel your order should you wish to exchange your Goods for a different size, before delivery and within 30 working days after delivery provided the Goods are unwashed and unworn.
6.2 Should you cancel your order in terms of 6.1 above: -
6.2.1 You will be required to e-mail Customer Services directly requesting the new size and not submit an Online Returns form on the website;
6.2.2 we will be responsible for the Return of the Goods;
6.2.3 We will collect the Goods from you at the delivery address stipulated in the original order and simultaneously deliver the correct size you requested in your e-mail as contemplated in 6.2.1 above.
6.2.4 You will be responsible for the reduction in value of Damage of the Goods and/or Deterioration (if any) of the Goods from date of delivery to you and date of Return to us should you not take reasonable care of the Goods until we receive the same.

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