Returns Policy

 

1.            Our goods

We supply physical goods.

2.            Read instructions

Please carefully read and follow all instructions that come with our goods. For example, any documents that help you use our goods. Please also read our website at https://heartstuff.co.za/ for tips on using our goods.

3.            Un-returnable goods

We supply certain goods that you cannot return to us because they are of an intimate nature that prevents anyone else from using them. This policy does not apply to those goods.

4.            Custom or special-order goods

If you ask us to provide you with custom or special-order goods, we may charge you any deposit or the full amount for the goods. You may not cancel an order for custom or special-order goods prior to delivery, unless we allow this in our discretion. In this case, you will forfeit any deposit or amount already paid for the goods, and we may charge you an additional cancellation fee. The cancellation fee plus the amount forfeited will not be more than the full amount for the goods.

5.            Cooling-off period

Section 44 of the Electronic Communications and Transactions Act may apply to your electronic transactions. If you qualify as a consumer under the ECT Act, you may be entitled to cancel some electronic transactions within seven days, without reason or penalty. Section 44 is only applicable if you are a natural person – in other words, a human being. You must also be the end user of the goods or service. The transaction must be an electronic transaction – a transaction concluded via (in whole or in part) the website, email, or SMS.

This cooling off period does not apply to goods made or altered to your specifications, or goods specially ordered for you.

5.1.         Return of goods in terms of cooling-off period

You must return goods in new condition with all original packaging and materials (including accessories or parts). We will refund the purchase price of the goods (minus the direct costs that we incur relating to the return of the goods) within 30 days of the date of cancellation.

6.            Our goods warranty

We warrant that all our goods are new and of good quality unless we clearly describe them as used or reconditioned or as having specific defects.

7.            Statutory warranty against defects

We warrant all our new goods against any defects for six months of normal household or business use, from the time we supplied the goods. This is the statutory warranty in terms of the Consumer Protection Act of 2008 (the CPA).

7.1.         Defective goods

Defective goods are those that had a defect or were unsafe when we supplied them. A defect usually means that the goods were manufactured using materials, components or workmanship below an acceptable standard. You must prove that goods are defective.

7.2.         Statutory compensation

We will repair, replace, or refund the price of any defective goods that you return to us during the six month statutory warranty. Returns must follow our returns procedure below.

7.3.         Choice of compensation

Any customer that is also a consumer under the CPA may decide whether we should either repair or replace the defective goods, or make a refund. We will decide how to compensate any of our other customers.

8.            Statutory warranty on repairs

We warrant all our repairs and repaired goods against the failure of a repair and any further defect for the remaining portion of the statutory warranty plus a further three months from the time we returned the repaired goods.

8.1.         Compensation under repair warranty

If you are also a consumer under the CPA, then we may choose to replace or refund the price of any repaired goods that you return to us during the three month repair warranty period.

9.            Inspection of defective goods

9.1.         Suitably qualified examiner

A customer that believes goods are defective should ask a suitably qualified person to examine the goods and produce a report for us to consider. A suitably qualified examiner is a reputable and independent person trained and qualified to repair goods similar to ours.

9.2.         Inspection fee

You may also ask us to inspect any goods believed to be defective. We may charge an inspection fee equivalent to 20% of the price paid for the item. We will fully refund this inspection fee if the goods were defective when we supplied them.

9.3.         Our examination duties

We train our staff to recognise any defects in our goods. They can usually tell if the goods have been misused, for example if they have been neglected, damaged, altered or not used according to instructions. Our staff will give reasons if they refuse to accept that we supplied defective goods, but will only do this if they honestly believe the goods have been misused.

9.4.         Limited refund of inspection fee

We do not have to refund any inspection fee paid if our staff do not accept that we supplied defective goods.

10.         Statutory right to return unsuitable goods

Our customer that is also a consumer under the CPA may return goods within ten days of delivery if they could not examine them before delivery and then discover that the goods are not what they ordered or expected, or are not suitable for a specific purpose that they communicated to us in writing.

10.1.       Returns of unsuitable goods

A consumer must return unsuitable goods within seven days of delivery according to our returns and refunds procedure below.

10.2.       Refund of price of unsuitable goods

We will refund the full price of any unsuitable goods in their original unopened packaging. For opened goods, we may deduct or charge a reasonable amount for any use of the goods plus certain costs necessary for repackaging and restocking, subject to the CPA. These costs are usually up to 25% of the cost of the goods.

11.         Postage costs

We will refund the reasonable postal and insurance costs of returning defective or unsuitable goods. We may inspect the goods to confirm that they are defective before we do so.

12.         Procedure for returns to other suppliers

Customers of other suppliers (such as major retail chains) must return defective or unsuitable goods directly to that supplier. Customers must use the correct returns procedure. Please contact the customer services department of the relevant supplier for details of their returns procedures.

13.         Invalidation of warranties and right to return unsuitable goods

Warranties on any of our goods will be invalid if any person who is not suitably qualified has opened, tampered with or altered the goods contrary to the instructions or removed the warranty label. This also applies to goods found to be unsuitable. It may be fraud to damage goods deliberately to claim a refund.

14.         Exclusion of industrial use

We only warrant goods for any industrial or unusual commercial use if we clearly state this in writing, for example on the packaging.

15.         Our returns and refunds procedure

You must use our returns and refunds procedure for returning defective or unsuitable goods, or else we may refuse to accept them. Our returns procedure is as follows:

16.         Dispute resolution

If we do not accept that we supplied defective or unsuitable goods, and our customer services department has not been able to help, any customer may still take the matter up with a suitable ombud or other dispute resolution body, or take legal action. The dispute resolution procedures under the CPA do not necessarily apply to all transactions with us. This policy does not exclude any other rights customers may have.

17.         Wash Care

We recommend all items be HANDWASHED with a mild detergent in cold water.

It is important to note that cotton is a natural fibre and washing may result in a 1-2 cm shrinkage.

18.         Our customer services department contact details

Our customers can contact our service department as follows:

19.         Customer queries and complaints

We aim for complete customer satisfaction. We respect our customers’ rights and always try to comply with best practice and all relevant laws. If you are not satisfied with any of our goods, or have any questions, please contact our customer services department and have your invoice ready. We will try our best to solve your problem. We are proud of the reputation of our goods.