We want you to be happy with your purchase. If you are not completely satisfied, you can return the product to us and we will either exchange it, or credit your account, subject to the below terms. This Policy applies to products bought from Superware itself.
This Policy forms part of the Superware 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.
Preparing your products for a return
To ensure your request is processed as quickly as possible you are responsible for the following when returning your products;
- log the return request on your order on the website (https://superware.co.za/my-account/orders/) or; contact us with your return request and the order number you would like to return.
- you are liable for the return and return cost, if applicable; you can either bring the item/s back to our office in Pretoria, South Africa or arrange delivery with a trusted delivery company of your choice.
- package your products safely and securely for protection during transit;
- clearly mark your package return reference number on the outside of the parcel; and
- include all accessories and parts that were sold with the product.
Failure to adhere to any of these requirements could delay the processing of your request or result in its decline altogether.
1: Unwanted products
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 (if applicable).
- it is not missing any accessories or parts;
- you log a return on the Website within 7 days of delivery to you or collection by you of the unwanted product. After 7 days, we do not except any returns; and
- you are liable for the return and return cost, if applicable; you can either bring the item/s back to our office in Pretoria, South Africa or arrange delivery with a trusted delivery company of your choice.
Once we have inspected the product and validated your return, we will credit your account with the purchase price of the product within 10 days of the return (or refund you if that is your preference).
Not what you ordered?
If we accidentally deliver the wrong product to you, or if the product is not as described on the Website, please notify us and we will collect the product from you at no charge. If the product is missing any accessories or parts, you will need to follow the process set out in section 2 below. 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 10 days of the return (or refund you if that is your preference).
2: Products damaged on delivery
Should a product be damaged or missing any parts or accessories at the time of delivery / collection, please notify us within 7 days 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 repair / exchange the product as soon as possible (if such repair is possible) or credit your account with the purchase price of the product (or refund you if that is your preference).
3: Defective products
Although most of our jewelry products are pre-loved goods, we do our best to ensure that the products we deliver to you are of a high quality, and in good working order and without defects.
Standard Warranty
If you have received a product which turns out to be defective or otherwise of poor quality, please notify us as soon as reasonably possible after you become aware of the defect or poor quality, but in any event within 7 days after delivery of the product.
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 repair / exchange the product (if such repair is possible) or credit your account with the purchase price of the product (or refund you if that is your preference). If the repair / exchange takes longer than 21 days, we will get in touch with you to see if you would rather receive a credit / refund.
4: Gift Vouchers & Coupons
There are two types of Coupons: a Coupon with a fixed amount of a discount, e.g. R100 off (“Fixed Coupon”), and a Coupon with a percentage discount, e.g. 10% off (“Percentage Coupon”).
Wherever you have used a Coupon or Gift Voucher to purchase a product that you later return for a refund in accordance with the Policy, we cannot refund you in cash for that portion of the purchase price which you paid using the Coupon / Gift Voucher, but we will credit your account.
5: Charges and refunds
If you return a defective product to us, but you fail to return all of the accessories and parts that were sold with that product, we are entitled to (subject to applicable law) to refuse the return, only to replace the item that you did return, or to estimate the value of the missing accessories and parts and only to credit or refund you in respect of the returned item.
Please note that we only refund to the payment method that you originally used – i.e. payment by credit card will be refunded to the same credit card, payment by EFT or COD (cash on delivery) will be refunded to your nominated bank account.