Returns Policy

REFUNDS & RETURNS

If you are not completely satisfied with your purchase you can return the product to Malherbe Uitgewers (Pty) Ltd and we will repair / replace it, or credit your account, subject to the terms detailed below.

1. REFUNDS POLICY

  • If you return a Product to us:
  • Because you have cancelled the Contract between us within the seven-day cooling-off period (see clause 6.1 Terms and Conditions), we will process the refund due to you as soon as possible and, in any case, within 30 days of the day you gave notice of cancellation. In this case, we will refund the price of the Product in full, and any applicable delivery charges. However, you may be responsible for the cost of returning the item to us (see clause 6.2 of Terms and Conditions).
  • For any other reason (for instance, because you have notified us in accordance with clause 17.2 of Terms and Conditions that you do not agree to a change in these terms and conditions or in any of our policies, or because you consider that the Product is defective), we will examine the returned Product and will notify you of your refund via e-mail within a reasonable period of time. We will usually process the refund due to you as soon as possible and, but no later than 30 days from the day we confirmed to you via e-mail that you were entitled to a refund. We will refund the price of a defective Product in full, any applicable delivery charges and any reasonable costs you incur in returning the item to 
  • We will usually refund any money received from you using the same method originally used by you to pay for your purchase.

Important! Nothing in this Policy is intended to limit your statutory rights in any way.

2. RETURNS POLICY | WHEN CAN GOODS BE RETURNED?

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
  • it is in the original packaging, which must be undamaged and in its original condition with all seals still intact (if applicable)
  • it is not missing any accessories or parts
  • you log a return with our Contact Centre at This email address is being protected from spambots. You need JavaScript enabled to view it.This email address is being protected from spambots. You need JavaScript enabled to view it. within 14 days of delivery to you or collection by you of the unwanted product. After 14 days, you can only return a product if it is defective.

3. PREPARING A RETURN

To ensure your request is processed as quickly as possible you are responsible for the following when returning your products;

  1. package your products safely and securely for protection during transit
  2. clearly label the return reference number on the outside of the parcel
  3. include all parts and accessories 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.

4. EXCHANGES | WHAT HAPPENS IF YOU HAVE DECIDED THAT YOU NO LONGER WANT AN ITEM YOU ORDERED?

Where you have changed your mind and would like a credit for a product, you can return it provided the product is not:

  • a digital product
  • a printed product
  • a download of a printed product
  • an audio or video recording or computer software
  • a beauty product or fragrance which has been used
  • a product which has been personalised for you or made to your specifications
  • removed from its original, sealed packaging

Once we have inspected the product and validated your return, we will credit your account with the purchase price of the product within 30 days of the return or refund you if that is your preference.

We are entitled to inspect the product to validate your return.

All delivery charges are for your account.

5. INCORRECT ITEMS DELIVERED

If we accidentally deliver the wrong product to you, or if the product is not as described on the Website or Catalogue, please notify us and we will collect the product from you at no charge. If the product is missing any accessories or parts, you will need to follow the process set out. 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 30 days of the return (or refund you if that is your preference).

6. DAMAGED GOODS

Should a product be damaged or missing any parts or accessories at the time of delivery / collection, please notify us within 7 days of such delivery / collection by logging a return with the Call Centre at This email address is being protected from spambots. You need JavaScript enabled to view it.This email address is being protected from spambots. You need JavaScript enabled to view it. . 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).

We do our best to ensure that the products we deliver to you are without defects. 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:

  • 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 unauthorized alterations to the product and
  • where the specifications of a product, although accurately described on the Website and generally fit for its intended purpose, do not suit you

7. STANDARD WARRANTY

If you have received a product which turns out to be defective, please notify us as soon as reasonably possible after you become aware of the defect, but in any event within 30 days after delivery or collection of the product (except in the case of an extended supplier warranty, which is set out below).

You can do so by logging a return at This email address is being protected from spambots. You need JavaScript enabled to view it.This email address is being protected from spambots. You need JavaScript enabled to view it. and 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 repair / replace the product (if such repair / replacement is possible) or credit your account with the purchase price of the product (or refund you if that is your preference). If the repair / replacement takes longer than 21 days, we will get in touch with you to see if you would rather receive a credit / refund.

Where there is no extended supplier warranty period, unfortunately we cannot facilitate returns that fall outside of the 6 month 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 manufacturers discretion what remedy it can offer you. Malherbe Uitgewers (Pty) Ltd. is under no obligation to provide you with a credit, repair / replacement, as your remedy lies with the supplier or manufacturer. However, since we want your experience to be as good as possible, if the supplier or manufacturer has offered you a repair / replacement within the applicable extended supplier warranty and it takes longer than 21 days, we will get in touch with you to see if you would rather receive a credit / refund directly from us.

8. ADDITIONAL CHARGES

If you return a defective product to us, but you fail to return all of the accessories and parts that were sold with that product, we are entitled to (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 parts and only to credit or refund you in respect of the returned item.

If you return a product that does not comply with this Policy, you may be liable to reimburse Malherbe Uitgewers (Pty) Ltd. for the cost of collecting the product from you and the cost of having the product returned to you.

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