RETURNS & EXCHANGES

 

RETURNS & EXCHANGES

Refund policy ?

We regret No Refunds.

Exchange ?
• You may exchange full price merchandise for ‘change of mind reasons’ within five (5) days of receiving your order.

Please keep in mind that we cannot accept returned product(s) and cannot exchange the item/s if:

• the return falls outside of the stated five (5) day period
• the product(s) is worn, damaged or not in its original packaging;
• (R50 packaging fine for packaging that is damaged on return)
• the product has been purchased at a reduced SALE price


To return a product for exchange, please follow the instructions below: 
• Drop us an email via info.thameenah@gmail.com
• In your email, please include your reason for exchange and attach a copy of the payment confirmation you received when placing the order

You will receive a response email:
• confirming/declining the exchange
• the availability of the items the customer would like to exchange to
• a return address
• You will be responsible for paying for your own shipping costs for returning your item. You will need to pay an additional shipping cost (R100) to dispatch your new item. Shipping costs are non-refundable.

Pack the product(s) into their original packaging including the original and attached labels
• Address the package to Thameenah Essentials
• As we are not liable for the loss of any product being returned we highly recommend that you return it using registered mail.

If the exchange item is sold out online or with our supplier / or it cannot be supplied for any reason we unfortunately cannot process a refund on an exchange order & must please request the client to select an alternate item to process their exchange. 

If a client fails to select an exchange item within 24 hours of their exchange being received that has passed inspection, a credit note will be registered & supplied to the client to use within 3 months. 

How can I cancel my order ?

We regret once an order is placed it cannot be cancelled. All orders have a processing time of 7-21 working days if the item is not on hand. In the event that 21 working days have lapsed and your order has not yet been dispatched, you are entitled to a full refund (provided your order is not in transit via the courier company)

Important: Due to Covid, Wars & National disasters - and it’s impending repercussions if any delay is affiliated to these causes (lock downs, transit delays etc). Please note you will be notified of the delay via email and unfortunately we will not be able to cancel your order as the delay is out of our control.


Damaged or Defective product ?

We pride ourselves on quality. We thoroughly test all our garments to ensure they are fully capable of standing up to the uses for which they were designed. It is extremely rare for our products to be damaged or defective.
We will refund/replace the product if the damage is the result of a manufacturing defect or deviation from factory specifications, and not the result of normal wear and tear.

If the problem was caused by reasons other than material quality or assembly process, the original product will be returned to you.

Please note the following are not acceptable as defective/damaged goods:

• item does not match the image online - we make sure to use images identical to the product online, we refrain from using client images online due to editing & adjustments done to images by clients when posting on instagram. The image online is the most accurate and identical to the product purchased and in no way or form differ from the item received. Please use the online image as the correct source of the item you are purchasing and will receive.
• color of product/photographs differently under different lighting therefore we cannot return/refund an item based on a shade dispute 
• Loose threads and/or a minor scuff marks


Email us via info.thameenah@gmail.com if you have received a damaged/ defective item. Please provide a description of the defected item and images.

• please note you will have to ship the defective product back to our warehouse for our team to investigate the defective/damaged product.
• a refund/replacement will only commence once the returned item is declared damaged/defective.


*If you receive a refund due to defects, the cost of return shipping will be deducted from your refund.

SHIPPING/DELIVERY

• Thameenah Essentials is an online retailer and does not have a physical retail store. Deliveries are door to door i.e. to the address supplied by the User. If the User is not available at the time of delivery, the parcel will be left with someone at the property who will be required to sign receipt e.g. staff.

• We cannot deliver to P.O. Boxes

• The client receives a shipping confirmation email on dispatch of their purchase including all necessary tracking information. It is the clients duty to track their parcel to ensure the whereabouts and that they are present to receive the package on the delivery date.
• If the courier service after multiple attempts of trying to deliver the package at the given address is unsuccessful or fails after several attempts to contact the client via the given contact details nor receives a response to their messages/calls and the package is returned to us, the client forfeits delivery and is accountable to arrange/pay for RE DELIVERY.


How much does shipping cost ?
We courier nationwide at R100

All South African orders are shipped
• via Fastway (local)
• via Aramex (outlying/grey areas)
You will be required to sign for delivery, we therefore recommend that you provide a daytime address where someone will be able to sign between 9am and 5pm.


Where can I find delivery details ?
Once you have added your product items to the cart, the next step is to checkout. On this check out page, we request billing and delivery details, where you would need to complete the corresponding forms, with the correct shipping address.

How do I change my shipping address once my order is placed ?
We can only update your shipping address before shipment.
To ensure that your package can be properly delivered, please ensure that your address is complete and correct with all information including apartment/suite/room numbers.
Once your package shipped, we will not be able to change the shipping address.

When will my order be dispatched ?
• Orders will be shipped within 24-48 hours (During sale season/pop up events hosted by us we may experience a delay in shipping. You will be notified via social media/email if there is a delay in dispatching your order.)
• Please take note that all products purchased over the weekend and on public holidays, will only depart the following working day

Can I track my order ?
You are able to track the status of you order using the tracking code attached to your order. If you have any concerns, please do not hesitate to contact us
• email  info.thameenah@gmail.com

How long does delivery take ?
South Africa (generally 2-6 working days)
• Johannesburg (2-3 working days)
• Durban (2-4 working days)
• Cape Town (2-3 working days)
• Outlying areas (6 working days)

What should I do if my order hasn’t been delivered yet ?
If your order has not arrived after 6 working days please send us a message including your order number via email info.thameenah@gmail.com and one of our representatives will get in contact with you as soon as possible to ensure your order arrives safely.

 

Strictly no refunds/exchanges/returns on:

• Clearance stock