Standard Returns Policy

We want you to be happy and satisfied with your purchase. If you are not completely pleased, 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 BrandXellence.com itself and from Third Party Sellers on our site.

Certain parts of this Policy do not apply to BrandXellenceDeals and Branded items, and this is indicated in the relevant sections below. BrandXellenceDeals are returned products that are offered for sale at discounted prices, because their original packaging is damaged, unsealed or missing, or the products show signs of handling and/or re-packaging.

This Policy forms part of the BrandXellence 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: 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;

except in relation to BrandXellenceDeals, and used products, 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 via email within 7 days of delivery to you or collection by you of the unwanted product. After 7 days, you can only return a product if it is defective; and

it is not one of the products listed below.

What if you have changed your mind?

Where you have changed your mind and would like a credit for a product, you can return it – provided the product is not:

an intimate product, lingerie, swimwear, bodysuit, or underwear which for hygienic and public health reasons may not be returned; or

a product which has been personalised for you or made to your specifications;

We will collect the product from you at no charge. 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).

Do You Want to Exchange your product for another?

Unbranded products (ie not branded or personalised by you), Fashion and sportswear products can be exchanged for a different size or colour variation, provided that such variation is available. A BrandXellenceDeal, or a used product can only be exchanged for a variation of the same BrandXellenceDeal, or used product, if such variation is available. In such a case, we will collect the product from you and deliver the requested product to you at no charge. If such variation is not available, 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).

We are entitled to inspect the product to validate your return.

The product is not what you ordered?

If we accidentally deliver the wrong product to you, or if the product is not as described on the BrandXellence.com Website, please notify us within 7 days 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 via email to [email protected].

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).

3: Defective products

We do our best to ensure that the products we deliver to you are of very high quality, in good 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.

The following will NOT be regarded as defects and will not entitle you to a return under section 3:

faults resulting from normal wear and tear;

damage arising from negligence, user abuse or incorrect usage of the product;

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

damage arising from unauthorized 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; and

in relation to BrandXellenceDeals or used products, signs of handling and/or repackaging.

4. Preparing your products for a return

To ensure that 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;

clearly mark your return reference number on the outside of the parcel (provided to you on email, or via whatsapp); 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.

5. 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 7 days after delivery / collection of the product.

You can do so by logging a return via email ([email protected]), 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 / 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 10 days of logging the return (bear in mind that refunds can take 1-4 working days to reflect in your account). Repairs and replacements could take longer, depending on replacement availability.

Please provide suitable packaging for returning the product (it needs not be the original packaging), as well as all accessories that were sold with the defective item when you return it to us – regardless of whether you request a repair / replacement or a refund. Our courier is entitled to refuse collection of a product that is not properly packaged for transport. See section 4 above for more information on this.

Where there is no extended warranty period, unfortunately, we cannot facilitate returns that fall outside of the 7-day period stipulated above.

6. Vouchers & Coupons

There are two types of Coupons: a Coupon with a fixed amount of a discount, e.g. R200 off (“Fixed Coupon”), and a Coupon with a percentage discount, e.g. 15% off (“Percentage Coupon”).

Where you have used a Fixed Coupon to pay for an order, and you or BrandXellence 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 this Policy, the value of the Fixed Coupon will be deducted from 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. BrandXellence 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 BrandXellence 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 this Policy, the value of the discount received using the Percentage Coupon will be deducted from 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. BrandXellece 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 Voucher to purchase a product that you later return for a refund in accordance with this Policy, we cannot refund you in cash for that portion of the purchase price which you paid using the Voucher, but we will credit your account.

7. Charges

If you return a defective product to us, but you fail to return all the accessories that were sold with that product, we are entitled (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 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 BrandXellence 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 BrandXellence for the cost of collecting the product from you and the cost of having the product returned to you.