Due to the nature of our products, our refund and returns policy lasts 15 days. If if this period has elapsed since your purchase, we can’t offer you a full refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it in. It must also be in the original packaging. To complete your return, we need you to send us an email explaining the reason for the return. The mail address to use is: andy@exceptional.co.za
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, generally within a few days (dependant upon the Payfast payment gateway.)
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again. Also contact your credit card company, as it may take some time before your refund reflects in your account. If you’ve done all of this and you still have not received your refund yet, please contact us at andy@exceptional.co.za
Sale items
Only regular priced items may be refunded. Sale items cannot be refunded.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at andy@exceptional.co.za to notify us of the reason.
Shipping returns
To return your product, you should send your product to: 26 Denise Rd., Buccleuch, Sandton, JHB, 2066. You will be responsible for paying for your own shipping costs for returning your item. The original shipping costs are non-refundable. Depending on where you live, the time it may take for your exchanged product to reach you may vary. If you are returning more expensive items, you may consider using a trackable shipping service (most couriers). We don’t mind collecting from the PUDO Woodmead depot if that’s more suitable for you.
Need help?
Contact us at andy@exceptional.co.za for questions related to refunds and returns.