The Original Novelty Sweets (Pty) Ltd Standard Returns Policy
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 refund/replace it, or credit your account, subject to the below terms. This Policy applies to products bought from The Original Novelty Sweets (Pty) Ltd itself and from Third Party Sellers.
Please note that The Original Novelty Sweets (Pty) Ltd may, from time to time and at its discretion, restrict the use of the credit in your account in respect of certain products.
This Policy forms part of The Original Novelty Sweets (Pty) Ltd 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.
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;
- clearly mark your return reference number on the outside of the parcel; 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.
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;
- save in relation to Unboxed Deals, reconditioned products 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). Please refer to our FAQs for some examples;
- it is not missing any parts;
- you log a return by emailing firstname.lastname@example.org 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.
Not what you ordered?
If we accidentally deliver the wrong product to you, or if the product is not as described on the Website, please notify us. If the product is missing any parts, you will need to follow the process set out in section 2 below. Once we have assessed the situation, we will propose a remedy within 10 days and either provide a return (or refund you if needs be).
2: Products damaged on delivery
Should a product be damaged or missing any parts at the time of delivery / collection, please notify us within 7 days of such delivery / collection by logging a return via the email@example.com email address with pictures attached of the damaged parts.
Once we validated your return, we will either credit / replace the product as soon as possible (if we have the same product in stock to use as a replacement) or credit your account with the purchase price.
3: Defective products
We do our best to ensure that the products we deliver to you are of a high quality 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. Please refer to our FAQs for some examples.
The following will NOT be regarded as defects and will not entitle you to a return under this section 3:
- damage arising from negligence, user abuse or incorrect usage of the product
- damage arising from a failure to adequately care for or store the product correctly;
- damage arising from unauthorized alterations to the product;
- in relation to used products, signs of handling and/or repackaging.
4: 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 The Original Novelty Sweets (Ptyl Ltd 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. The Original Novelty Sweets (Ptyl Ltd 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 The Original Novelty Sweets (Ptyl Ltd 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. The Original Novelty Sweets (Ptyl Ltd 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.
There are two types of bundles: a bundle consisting of products that either we or you (as provided on our website) have combined together in a single bundle (“Bundle Deal“). All returns relating to Bundle Deals are subject to the terms of this Policy as read with the following provisions:
- Bundle Deal – You may return a Bundle Deal as a whole or any of its component products individually to us. If you qualify for a credit in respect of any component product, we will credit your account with the actual purchase price (after applying any applicable saving or discount) you paid for such a product as displayed in your order history.
7: Charges and refunds
If you return a defective product to us, but you fail to return all of the 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 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 The Original Novelty Sweets (Ptyl Ltd for the cost of collecting the product from you and the cost of having the product returned to you.
Under no circumstances will any goodwill credit you may receive from us, be refunded.
Please note that we only refund to the payment method that you originally used – i.e. payment by credit card will be refunded to the same credit card, payment by Instant EFT or COD (cash on delivery) will be refunded to your nominated bank account.