Africa Me-Africa Us strives to have happy clients.
If you are not completely satisfied with both the service we have rendered as well as the quality of our products – we need to hear from you before hearing from others. Please feel free to contact us directly and not through channels that may not solve the problem but rather exacerbate it.
As our customer you are our “boss” we need you happy at all times. In the event that you are not satisfied with our product, you are welcome to return the product to us and we will either repair/replace it, or credit your account, subject to the below terms.
This Policy applies to products bought from Africa Me-Africa us online shop and from our re-sellers. This Policy forms part of our general Terms and Conditions, and so words defined in the Terms and Conditions have the same meaning in this Policy, unless the context indicates otherwise.
Being a law abiding service provider, may we indicate that 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.
- Try to put the products in its original packaging when sending it back to us.
- Include the copy of purchase slip and receipt in the return package
Failure to adhere to any of these requirements could delay the processing of your request or could result in a total decline.
1: Unwanted products
Any Africa Me- Africa Us products may be return as unwanted product at no charge, provided:
- It is undamaged and unused, with the original labels and stickers still attached;
- It is in the original packaging, which is undamaged and in its original condition with all seals, where applicable still intact.
- No accessories or parts should be missing or in damaged condition;
- The return of products done on line should be done within 30 daysof delivery or collection of the product. After 30 days, you can only return a product if it is defective; and
- It is not one of the products listed below.
Changed of heart?
Where there has been change of mind and would like a credit for a product, such can be done – subject to the following (applicable with more products added to the range):
- The item is not an underwear and the protective peals being removed
- An intimate product, lingerie, swimwear, bodysuit, underwear or jewellery for piercings, which for hygienic and public health reasons may not be returned; or
- A beauty product or fragrance which has been used;
- Product which has been personalised to your specifications; or
- Flat-pack furniture product that has been assembled after delivery – unless the defects could have not been detected before assembly
Africa Me-Africa Us will arrange to collect the product from you at no charge. Once inspected the product and validated the return, It shall be credited with the purchase price of the product within 30 days of the return (or refund issue a refund, which ever option selected).
Want can be exchanged?
Fashion and sportswear products can be exchanged for a different size or colour variation, provided that such variation is available.
Reconditioned product or used product can only be exchanged for a variation of the same reconditioned product or used product, if such variation is available.
In such a case, Africa Me-Africa Us would collect the product and deliver the requested product at no additional charge. If such variation is not available, the customer’s account would then be credited with the purchase price of the product within 30 days of the return (or refund should it be the client’s preference).
Our company is entitled to inspect the product to validate such return.
Not what you ordered?
In the unlikely case where we accidentally deliver an incorrect product, or if the product is not as described on the Website, the client would have to notify our customer service and arrangements for collection would be made.
If the event that the product is missing any accessories or parts, the client may follow the process set out in section 2 below.
Once the product is inspected and validated, Africa Me-Africa Us will at your choice deliver the correct product as soon as possible (if the correct product is available); or credit your account with the purchase price of the product within 30 days of the return (or refund should it be the client’s preference).
2: Products damaged on delivery
Should a product be damaged or missing any parts or accessories at the time of delivery / collection, the client has to notify the company within 7 days of such delivery / collection by logging a return request with customer service.
Africa Me-Africa Us will arrange to collect the product from you at no charge. Once inspected and validated the goods would at the client’s choice repair / replace the product as soon as possible (if such repair is possible). Alternatively a replacement can be effected in the case of availability of similar stock.
Alternatively the company could credit the client with the purchase price of the product (or refund should it be the client’s preference).
3: Defective products
It is Africa Me-Africa Us’ commitment to do its best to ensure that the products delivered to all our clients are of a high quality, and in good order 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.
Unfortunately, the following will NOT be regarded as defects and will not warrant a return:
- Faults resulting from normal wear and tear;
- Damage arising from negligence, user abuse or incorrect usage of the product;
- Damage arising from electrical surges or sea air corrosion;
- Damage arising from a failure to adequately care for the product;
- Damage arising from unauthorized alterations to the product;
- Where the specifications of a product, although accurately described on any or all our platforms; and generally fit for its intended purpose, do not subjectively suit you;
In the unlikely event of receiving a product which turns out to be defective or otherwise of poor quality (save for direct warranty products which are discussed below), the company has to be notified as soon as reasonably possible of being aware of the defect or poor quality, and no later than within 6 months of delivery / collection of the product (except in the case of an extended supplier warranty, which is not a standard norm).
The client has to contact customer centre, and arrange for collection of the product at no additional charge. Once inspected and validated the return, we could repair / replace the product (if such repair is possible / we have the same product in stock to use as a replacement) or credit your account with the purchase price of the product (or refund you if that is your preference). If the repair / replacement could possibly take longer than 30 days, the client would be afforded alternative arrangements which could include rather receive a credit / refund.
Where there is no extended supplier warranty period, unfortunately the company cannot facilitate returns that fall outside of the 6 month period.
Deals, reconditioned products and used products are discounted, compared to products in perfect condition and such may not have any warranty
Extended Supplier Warranty
A product may have a supplier warranty that extends beyond the 6 month Standard Warranty. If such a product turns out to be defective more than 6 months after delivery / collection (save for direct warranty products which are discussed below), the company has to be notified as soon as reasonably possible after being aware of the defect, but in any event within the extended supplier warranty period after delivery / collection of the product.
The company would facilitate the return of the product to the supplier at no charge. Unfortunately this is limited to returns that are within the extended supplier warranty period. Please note that any extended supplier warranty is subject to whatever terms and conditions the supplier or manufacturer may impose. These are usually stated in a brochure or leaflet inside or on the product packaging. It is your responsibility to make yourself aware of any such terms and conditions.
It is also important to note that it will be in the supplier or manufacturer’s discretion what remedy it can offer you.
4: Coupon & Gift Vouchers
There is only one type of Coupon: a Coupon with a fixed amount of a discount, e.g. R100 off (“Fixed Coupon”),
Where you have used a Fixed Coupon to pay for an order, and 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 (should a refund be the client’s preference)
The company would also provide with a replacement Fixed Coupon of the same value as the original Fixed Coupon used. The coupon can never be converted to money or cash refund
Gift Voucher: Wherever you have used a Gift Voucher to purchase a product that later return for a refund in accordance with the Policy, The company cannot refund in cash for that portion of the purchase price which you paid using the Gift Voucher, but we will credit your account and re-issue the voucher in line with the terms and conditions of the company
5: Bundle and Special Deals
There are two types of bundles: a bundle consisting of products that either have been grouped together or created a special deal for promotional purpose; Or the Bundle and special deal associated with a 3rd part once-off or special offer. All returns relating to bundles are subject to the special terms that would be structured to suit the deals:
- 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.
- Special Deals– Unless otherwise indicated in writing, special deals would be dealt with on a case by case basis, in line with the Terms and conditions associated with the deal itself.
6: Charges and refunds
In the event of returning a product that does not comply with this Policy, the client may be liable to reimburse Africa Me – Africa Us for the cost of collecting the product from and the cost of having the product returned back to client
Under no circumstances will donation, or any goodwill credit receive from Africa Me- Africa us & associates on various special offers, be refunded.
7: Refund Method
Please note: The company will 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, and payment by other methods i.e. Discovery Miles or eBucks etc, which ever associated with Africa Me-Africa Us will be refunded to your Discovery Miles or eBucks account etc.
PANDEMICS, NATURAL DISASTERS (Ii.e.Covid-19 Returns) Terms and Conditions
In light of the restrictions imposed by Government due to various natural disasters (as and when such need arises). Africa Me-Africa Us would fully ensure compliance and implement necessary adjustments to our policies.
Such adjustments would be effected, communicated via the website and apply with immediate effect in line with the regulations spelled by Government and Africa Me – Africa Us cannot be held liable for the inconvenience caused as a result.