WE WANT YOU TO BE HAPPY WITH YOUR PURCHASE AND IF YOU ARE NOT COMPLETELY SATISFIED, YOU CAN RETURN THE PRODUCT TO US AND WE WILL EITHER REPLACE IT OR CREDIT YOUR ACCOUNT, SUBJECT TO THE TERMS BELOW. THIS POLICY APPLIES ONLY TO PRODUCTS BOUGHT FROM TRIPLE DOT. THIS POLICY FORMS PART OF THE TRIPLE DOT TERMS AND CONDITIONS.
TO LOG A RETURN, PLEASE VISIT THE RETURNS SECTION ON THE BOTTOM OF THE PAGE IN THE CUSTOMER SERVICE SECTION, OR CONTACT US ON SALES@TRIPLE-DOT.CO.ZA OR VIA OUR CONTACT PAGE.
1. Products eligible for return
1.1. You can return a product under the following conditions:
1.1.1. It is undamaged and unused, with the original labels and stickers still attached;
1.1.2. It is in the original packaging, which must be undamaged and in its original condition with all seals still intact (if applicable).
1.1.3. It is not missing any accessories or parts;
1.1.4. It is not listed in section 2 – products not eligible for return.
1.1.5. You log a return on the website within 7 working days of delivery or collection
1.2. We will collect the product from you at a fee which will be quoted by Triple Dot. Our courier is entitled to refuse collection of a product that is not properly packaged for transport (see section 6 for more information).
1.3. Once we have inspected the product and validated your return, we will credit your account with the purchase price of the product within 14 working days of the return (or refund you if that is your preference). Please bear in mind that refunds can take 1-4 working days to reflect in your account. We are entitled to refuse a return if the unwanted product is returned damaged, not in a re-saleable condition or missing any accessories.
1.4. We reserve the right to inspect the product to validate your return.
1.5. Not what you ordered?
1.5.1. If we accidentally deliver the wrong product to you or if the product is not as described on the website (or if it is missing any accessories), please notify us and we will collect the product from you at no charge. 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 14 working days of the return (or refund you if that is your preference).
2. Products not eligible for returns
2.1 The following products are not eligible for a refund, exchange or credit:
2.1.1. Products marked “final sale” or “clearance”;
2.1.2. Electronic vouchers;
2.1.3. Products which have been personalised for you or made to your specifications, unless defective. This includes custom branded products, personalised gift sets etc.
3. Products damaged on delivery
3.1. Should a product be damaged at the time of delivery / collection, please notify us of such delivery / collection by logging a return on the website within 48 hours.
3.2 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, replace the product as soon as possible (if such 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 14 working days of logging the return (bear in mind that refunds can take 1-4 working days to reflect in your account).
4. Defective products
4.1. We do our best to ensure that the products we deliver to you are of a high quality and without defects.
4.2. 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.
4.3. The following will not be regarded as defects and will not entitle you to a return under this section:
4.3.1. Faults resulting from normal wear and tear;
4.3.2. Damage arising from negligence, user abuse or incorrect usage of the product;
4.3.3. Damage arising from electrical surges or sea air corrosion;
4.3.4. Damage arising from a failure to adequately care for the product;
4.3.5. Damage arising from unauthorised alterations to the product; and
4.3.6. Where the specifications of a product, although accurately described on the website and generally fit for its intended purpose, do not suit you.
4.4. If you have received a product which turns out to be defective, please notify us within 48 hours of delivery date. You can do so by logging a return on the website within 48 hours, and we will arrange to collect the product from you at no charge.
4.5. Once we have inspected the product and validated your return, we will, at your choice, replace the product (if such 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 14 working days of logging the return (bear in mind that refunds can take 1-4 working days to reflect in your account). Replacements could take longer, depending on parts / replacement availability.
4.6. Please provide suitable packaging for returning the product (it need 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 replacement or a refund. Our courier is entitled to refuse collection of a product that is not properly packaged for transport. See section 6 below for more information on this.
5. Charges
5.1. If you return a defective product to us, but you fail to return all of 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.
5.2. If you return a product that does not comply with this policy, you may be liable to reimburse Triple Dot for the cost of collecting the product from you and the cost of having the product returned to you.
6. Collection of returned goods.
6.1. If your return has been approved by Triple Dot, we will arrange with you a collection date, our courier operates between 8am to 5pm on working weekdays, please ensure that you or a representative is available to return the goods to the couriers on the date agreed.
6.2. Please ensure that the goods are returned in the same packaging in in which they were delivered and sealed. If this is not possible, please contact us and we will assist.
6.3. If for any reason you are not available for the couriers on the agreed date, please notify us within reasonable time so that we can make the necessary arrangements. If you are not available to return the goods, or if your collection is refused due to incorrect packaging, you will be liable for courier charges on the return.
If you are unsure of anything related to our returns policy, please contact us so that we can assist you.