1. Unwanted Products/Exchanges
In general, you can return/exchange unwanted products to us at no charge, provided:
- it is undamaged and unused, with the original labels and stickers still attached;
- it is in the original packaging, which must be undamaged and in its original condition with all seals still intact (if applicable).
We will happily accept returns if you are not 100% satisfied with your purchase. All parcels must be returned to us within 14 days of delivery.
A 10% handling fee may be charged for any damaged / opened packaging.
To request a return/exchange, please email firstname.lastname@example.org.
2. 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.
The following will NOT be regarded as defects and will not entitle you to a return:
- 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 unauthorised alterations to the product; and
If you have received a product which turns out to be defective, please email us (email@example.com) as soon as reasonably possible after you become aware of the defect.
For a defective product claim, we will arrange the first courier free of charge and have the unit assessed by the technical department. Once the assessment is complete and if the unit is faulty, a new unit or a refund will be processed. If the unit is found to have no fault at all, you will be responsible for arranging the collection of the product from us or we can arrange the courier at an additional cost. Platinum Selection reserves the right to charge a 10% handling fee on no fault found returns should it be necessary.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
- Gift cards
- Downloadable software products
- Some health and personal care items
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted (if applicable)
- Book with obvious signs of use
- CD, DVD, software, video game, cassette tape, or vinyl record that has been opened
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 14 days after delivery
Refunds (if applicable)
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 once the unit has been passed through a technical assessment and report.
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, within 7 working days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.
Exchanges (if applicable)
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 email@example.com.
We will send a courier to collect the product from you free of charge for the first return of that product if it is faulty. Alternatively you can drop it off at our CT or JHB warehouses.
Thereafter, you will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.