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 repair/replace it, or credit your account, subject to the below terms. This Policy applies to products bought from Love & Thyme.
This Policy forms part of the Love & Thyme 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.
1. OVERVIEW
- This Returns Policy regulates the conditions and circumstances in which goods will be accepted for return and refund.
- It also explains the process you need to follow in order to properly cancel a purchase, report a defect and/or arrange for a return.
- You are not entitled to any refund, repair or replacement save to the extent that it is expressly provided for under this Refund Policy.
2. YOUR RIGHT TO RETURN NON DEFECTIVE PRODUCTS:
- If you are unsatisfied with your purchase after receiving the Product, you may return it to Love & Thyme within 7 (seven) days of delivery, without reason and without penalty, in order to obtain a full purchase price refund, in accordance with the return procedure set out in clause 5 below.
- Unwanted Non Defective Goods may be returned to us, 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;
3. YOUR RIGHT TO RETURN DEFECTIVE PRODUCTS
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.
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.
- Subject to the provisions of clause 2 above, goods may be returned only when defective, damaged or if the goods supplied are not the same as originally ordered. All such goods will generally be referred to as “defective”.
- Such defective goods may be returned to Love & Thyme within 30 (thirty) days of delivery, without penalty, in accordance with the return procedure set out in clause 5 below.
- In order for a Product to be deemed defective you will need to state the proper reason for the return, and include an explanation of the alleged defect, together with pictures as proof.
- You must report any defect in the product as soon as it is discovered.
- In cases where the return is as a result of the incorrect product being delivered on the part of Love & Thyme, this must be reported within 24 (twenty four) hours after delivery.
- If all of the return conditions have been met and the return has been approved by Love & Thyme, you will be notified and arrange for our couriers to collect the defective item from you.
The following will NOT be regarded as defects and will not entitle you to a return under this section 3:
- 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;
- where the specifications of a product, although accurately described on the Website and generally fit for its intended purpose, do not suit you.
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 24 (twenty four) hours of such delivery / collection by following the Returns Procedure laid out in clause 5.
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 / replace the product as soon as possible (if such repair is possible/ we have the same product in stock to use as a replacement) or credit your account with the purchase price of the product (or refund you if that is your preference).
4. Standard Warranty
If you have received a product which turns out to be defective or otherwise of poor quality (save for direct warranty products which are discussed below), please notify us as soon as reasonably possible after you become aware of the defect or poor quality, but in any event within 6 months after delivery / collection of the product (except in the case of an extended supplier warranty, which is set out below).
You can do so by following the procedure as stipulated in clause 5, 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 / replace the product (if such repair is possible / we have the same product in stock to use as a replacement) or credit your account with the purchase price of the product (or refund you if that is your preference). If the repair / replacement takes longer than 21 days, we will get in touch with you to see if you would rather receive a credit / refund.
Where there is no extended supplier warranty period, unfortunately we cannot facilitate returns that fall outside of the 6 month period.
Extended Supplier Warranty (stipulated on product page)
A product may have a supplier warranty that extends beyond the 6 month Standard Warranty. If such a product turns out to be defective more than 6 months after delivery (save for direct warranty products which are discussed below), please notify us as soon as reasonably possible after you become aware of the defect, but in any event within the extended supplier warranty period after delivery / collection of the product.
You can do so by following the procedure as stipulated in clause 5, 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. These are usually stated in a brochure or leaflet inside or on the product packaging. It is your responsibility to make yourself aware of any such terms and conditions.
It is also important to note that it will be in the supplier or manufacturer’s discretion what remedy it can offer you. Love & Thyme is under no obligation to provide you with a credit, repair / replacement, as your remedy lies with the supplier or manufacturer. However, since we want your experience to be as good as possible, if the supplier or manufacturer has offered you a repair / replacement within the applicable extended supplier warranty and it takes longer than 21 days, we will get in touch with you to see if you would rather receive a credit / refund directly from us.
Direct Warranty (stipulated on product page)
A direct warranty product is a product for which the relevant manufacturer wishes to manage defective returns itself, directly with the customer, and not through Love & Thyme.
If a direct warranty product turns out to be defective or otherwise of poor quality, please notify us and we will provide you with the relevant manufacturer’s contact details. Alternatively, you can notify the relevant manufacturer directly if you already have its details. The relevant manufacturer will then assist you further, but if you have any difficulty, please let us know and we will be happy to assist you where we can.
Damaged or defective Large Appliances items can be returned within 7 days in accordance with our returns policy. After 7 days the supplier will come to you to inspect the product and assist you with a possible repair, replacement or refund. In the event of a refund, it will be done by Love & Thyme. Our Customer Service Team will provide you with the supplier details when you as customer log the problem.
Other than this, the same limits and general principles of the standard warranty and extended supplier warranty apply to direct warranty products.
5. RETURNS PROCEDURE TO BE FOLLOWED:
Get in touch with one of our representatives by sending us an email to: orders@loveandthyme.co.za
Enter ‘Return Product’ in the subject line.
In the body:
- Complete your personal details.
- Complete the details of your purchase.
- Complete the reason for your return.
- In the case of damaged / defective goods, attach photos as proof.
- Indicate how you would like to be refunded.
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;
- package your products safely and securely for protection during transit;
- 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.
6. COLLECTION
- We will arrange with you to collect your returned Product from the address you supplied within 14 (fourteen) days through our preferred Courier Service Provider.
- On collection of the Product, please ensure the returning product is packed into a box to protect the items you are returning.
7. REFUND
Within 14 (fourteen) working days of the returned Product having been approved by Love & Thyme, the money will be refunded via EFT to your desired account.
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) refuse the return, or only to replace the item that you did return; or to estimate the value of the missing accessories and parts and to credit or refund you in respect of the returned item only.
If you return a product that does not comply with this Policy, you may be liable to reimburse Love & Thyme for the cost of collecting the product from you and the cost of having the product returned to you.
Under no circumstances will donations you make on our Website, or any goodwill credit you may receive from us, be refunded.
8. 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”).
Where you have used a Fixed Coupon to pay for an order, and you or Love & Thyme later cancels your order (or part thereof) prior to delivery of the relevant product(s), or you log a return of one or more products for a credit in accordance with the Returns Policy, the value of the Fixed Coupon will be deducted off the purchase price of the cancelled or returned product(s) (as applicable), and we will credit your account for the balance, if any (or refund you if that is your preference). We will also provide you with a replacement Fixed Coupon of the same value as the original Fixed Coupon used. Love & Thyme may in its sole discretion impose restrictions on the use of the replacement Fixed Coupon. For any subsequent cancellations or returns arising out of the same order, we will credit your account as normal with the value of the returned product (or refund you if that is your preference).
Where you have used a Percentage Coupon to pay for an order, and you or Love & Thyme later cancels your order (or part thereof) prior to delivery of the relevant product(s), or you log a return of one or more products for a credit in accordance with the Returns Policy, the value of the discount received using the Percentage Coupon will be deducted off the purchase price of the cancelled or returned product(s) (as applicable), and we will credit your account for the balance, if any (or refund you if that is your preference). We will also provide you with a replacement Fixed Coupon of the same value as the discount received using the original Percentage Coupon. Love & Thyme may in its sole discretion impose restrictions on the use of the replacement Fixed Coupon. For any subsequent cancellations or returns arising out of the same order, we will credit your account as normal with the value of the returned product (or refund you if that is your preference).
Wherever you have used a 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 Gift Voucher, but we will credit your account.
9. GENERAL
- When all of the Returns Policy conditions have been met your agreement of purchase will be deemed to have been cancelled on the date that the returned items are received by Love & Thyme.
- A failure to comply with the returns procedure will automatically result in any refund being declined.
- Any and all returns are subject to final authorisation and confirmation by Love & Thyme and all returns must be pre-approved by Love & Thyme .
- It will be appreciated that the provisions of this Returns Policy pertains to matters of pure financial-loss. These provisions are not intended to govern any claim of harm caused to the person, allegedly as a result of applying any of our products as per our Terms & Conditions and disclaimers.
- Nothing in this Returns Policy or the Terms of Service in general, in any way limits your rights in terms of sections 55 and 56 of the Consumer Protection Act or section 44 of the Electronic Communications and Transactions Act 25 of 2002, where applicable.
