1             REQUIREMENTS TO RETURN AN ITEM:

Return must be logged within 7 days of the item being delivered

The item is in a re-sellable condition.

The item being returned qualifies for return.

The item is in its original packaging, with labels attached.

The item does not contain physical wear or tear.

2            NON-RETURNABLE ITEMS:

Opened/Used cosmetics and fragrances.

3            COOLING-OFF PERIOD FOR ELECTRONIC TRANSACTIONS

Section 44 of the Electronic Communications and Transactions Act may apply to your electronic transactions. If you qualify as a consumer under the ECT Act, you may be entitled to cancel some electronic transactions within seven days, without reason or penalty. ‘Cancel’ means each party will be placed in the same position that they were in before the transaction took place. This means that you have to return a new, unused good, and we will refund the purchase price. Section 44 is only applicable if you are a natural person – in other words, a human being. You must also be the end user of the goods or service. The transaction must be an electronic transaction — a transaction concluded via (in whole or in part) the website, email, or SMS.

This cooling off period does not apply to goods made or altered to your specifications, or goods specially ordered from a foreign country.

3.1         RETURN OF GOODS IN TERMS OF COOLING-OFF PERIOD

You must return any goods in new condition with all original packaging and materials (including any accessories or parts). We will refund the purchase price of the goods within 30 days of the date of cancellation.

4             RETURNS WITHIN 14 DAYS

We want you to be happy with your purchase, and we understand if you suddenly have a change of heart. You may return any of our products in their new, unopened condition within 14 days of delivery for a full refund. This does not include a refund on shipping costs. Should you need to log a return, kindly visit https://joeboda.com/contact

 5           INCORRECT ITEM DELIVERED

We do our best to ensure the product information, availability, purchase price and associated delivery times and fees are accurately displayed on our site. However, should we accidentally deliver the wrong product to you or if the product is not as described on the website:

              Please do not remove the product from its original packaging or any of the stickers or labels.

Notify us as immediately and we will collect the product from you at no charge.

              We will at your choosing:

deliver the correct item to you as soon as possible (if available); or

send you a voucher for the purchase price of the product; or

issue a refund (using the same method of payment you originally used for the purchase).

Please note that a refund is not available if the item was received as a gift.

6            GOODS ARRIVED DAMAGED

If your goods arrive damaged, missing any parts or accessories, or inoperable, then we will do our best to resolve the issue. Please notify us within 7 days (the sooner the better) by logging a return with us.

We will require the following information to assess where in the delivery process the damage may have occurred:

photograph of the outer box (including whether it has a Fragile sticker or not);

photograph of the inside of the box, including the inner packaging; and

photograph of the damaged item.

If necessary, we will arrange collection of the product from you at no charge. Once we have inspected the product or photographs and validated your return (if needed), we will, according to your preference:

replace the product (if available); or

issue a refund voucher for the purchase price of the product or issue a refund.

Please note that a refund is not available if the item was received as a gift.

7            HOW TO RETURN AN ITEM

We try to keep things as simple as possible. Please follow the below steps to begin your return process:

STEP 1:                Visit https://joeboda.com/contact

STEP 2:                Fill in your details and send us an e-mail and upload pictures of your item (if the item is defective). Then click send.

STEP 3:                One of our sales representatives will review the information that you have submitted and contact you with further steps.

If your return has been approved, we will arrange a courier to collect the item/s from you once you have stated that the product is securely packaged and ready for collection. You may select a pick-up date and the item will be collected from you. We may charge a fee for this service if the fault lies on the customers’ end.

8            HOW TO PACKAGE AN ITEM YOU WANT TO RETURN

The returning product must be packed, in its original packaging, in another box with as much padding and protective packaging as possible, especially glassware, so that it can travel safely back to us. Returns that are sent back otherwise will have a 10% repackaging fee levied against them. If the returning product has not been packaged properly and is damaged, then we simply cannot give you a refund. It is your responsibility to package the item correctly.

9            HOW WE PROCESS YOUR REFUND

9.1         RETURNS WITHIN 14 DAYS

If you specifically require a credit card or EFT refund, a 7% fee of the refund amount may be charged. Refunds are handled within 8 to 10 working days of logging the return (refunds can take up to 3 working days to reflect in your account once processed due to banking timelines).

9.2         DAMAGED GOODS

Refunds are handled within 8 to 10 working days of logging the return (refunds can take up to 3 working days to reflect in your account once processed due to banking timelines). Replacements may take longer as these are dependent on availability.

 10         OUR GOODS WARRANTY

We warrant that all our goods are new and of good quality.

 11         STATUTORY WARRANTY AGAINST DEFECTS

We warrant all our new goods against any defects for six months of normal household or business use, from the time we supplied the goods. This is the statutory warranty in terms of the Consumer Protection Act of 2008 (the CPA).

12          DEFECTIVE GOODS

Defective goods are those that had a defect or were unsafe when we supplied them. We highly recommend testing out your purchase as soon as you have received it to make sure that everything is in working order. A defect usually means that the goods were manufactured using materials, components or workmanship below an acceptable standard. You must prove that goods are defective.

13          STATUTORY COMPENSATION

We will repair, replace, or refund the price of any defective goods that you return to us during the six-month statutory warranty. Returns must follow our returns procedure below. We will do our best to repair the defective good, or replace it within 21 calendar days. However, if it takes longer, we will contact you to let you know what is happening.

14          STATUTORY RIGHT TO RETURN UNSUITABLE GOODS

We have extended this right to all our customers, including those who are not consumers under the CPA. We also have extended the time frame from the statutory ten days to 14 days.

You may return goods within 14 days of delivery if you could not examine them before delivery and then discover that the goods are not what you ordered or expected, or are not suitable for a specific purpose that they communicated to us in writing.

 14.1      Returns of unsuitable goods

A consumer must return unsuitable goods within fourteen days of delivery according to our returns and refunds procedure below.

 14.2      Refund of the price of unsuitable goods

We will refund the full price of any unsuitable goods in their original unopened packaging. For opened goods, we may deduct or charge a reasonable amount for any use of the goods plus certain costs necessary for repackaging and restocking, subject to the CPA. These costs are usually up to 25% of the cost of the goods.

 15         INVALIDATION OF WARRANTIES AND RIGHT TO RETURN UNSUITABLE GOODS

Warranties on any of our goods will be invalid if any person who is not suitably qualified has opened, tampered with or altered the goods contrary to the instructions or removed the warranty label. This also applies to goods found to be unsuitable. It is considered fraud to damage goods deliberately to claim a refund.

 16         EXCLUSION OF INDUSTRIAL USE

We only warrant goods for any industrial or unusual commercial use if we clearly state this in writing, for example on the packaging or website.

17          OUR CUSTOMER SERVICES DEPARTMENT CONTACT DETAILS:

Contact number:            084 578 6874

Email address:                 info@joeboda.com

Address:                           3 Robertson Street, Observatory, Johannesburg, 2198

Office hours:                   Monday to Friday:                         08:00 to 18:00                                                                                           Saturday:                                         09:00 to 13:00                                                                                         Sundays and Public Holidays:     Closed

 18         CUSTOMER QUERIES AND COMPLAINTS

We aim for complete customer satisfaction. We respect our customers’ rights and always try to comply with best practice and all relevant laws. If you are not satisfied with any of our goods, or have any questions, please contact our customer services department and have your invoice ready. We will try our best to solve your problem. We are proud of the reputation of our goods.

Any complaints regarding the standard and quality of the product or products bought by consumers through our website should be directed to the Customer Service Manager, info@joeboda.com

 19         DISPUTE RESOLUTION

If we do not accept that we supplied defective or unsuitable goods, and our customer services department has not been able to help, any customer may still take the matter up with a suitable ombud or other dispute resolution body, or take legal action. The dispute resolution procedures under the CPA do not necessarily apply to all transactions with us. This policy does not exclude any other rights customers may have