Returns & refunds policy
Returns & Refund Policy:
1. RETURNS AND EXCHANGES
1.1 To request a return, please send an email to help@wingculture.co.za and we will help you with the process.
1.2 You may return any item(s) purchased from our website for a refund or exchange within 30 (thirty) days from delivery. All returns and deliveries are handled using our courier partners. The refund or exchange will only be accepted if the proof of purchase (invoice or delivery note) is provided and the Item(s) are returned in an unused, unaltered and saleable condition. Upon us receiving the returned item(s) they will be assessed to ensure they meet the requirements for an acceptable return. We withhold the right to accept or deny any return requests based on the assessment made, with due explanation and accompanying proof. We do not take responsibility for the damage of goods due to couriering of the item.
1.3 The courier services used for return will be on the customer’s own account. The delivery details for the return will be provided when making the return request over Email correspondence. Once the item is received by us and the return is approved, we will issue the refund or dispatch the replacement item with no additional shipping charge (as preferred by the customer). Note that refunds do not include the shipping costs payed by the customer on the original order.
1.4 Should the customer wish to exchange the item with a different item of a different price, we recommend opting for the refund and purchasing the desired item separately thereafter. If the item does not pass the assessment for an acceptable return, we will send the item back to you.
1.5 Items sent back to us without first requesting a return will not be accepted.
1.8 Unfortunately, we do not accept returns on clearance sale items or gift cards.
Defective item policy:
1.9 Should any Items purchased on our website be defective, these Items, if unaltered, may be returned for refund, replacement (where stock is available), or repair (where repair is possible) within 6 (six) months of the purchase date, subject to producing proof of your purchase (invoice or delivery note). These returns or refunds may also be conditional upon you submitting photographic proof of the quality issue or defectiveness of the Product before we will approve the refund. Should we accept, based off your photographic proof, that the item is defective, we will organise a courier to collect the item from you. The item will then be assessed further at our location to ensure it meets the requirements for an acceptable refund or replacement. See below for further refund terms and conditions.
1.10 Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item.
1.11 Due to health reasons we do not accept returns on items such as costumes, underwear and earrings.
1.12 Please refer to our online Delivery and Returns Policy in our FAQs for further details, which are incorporated into these T&Cs by reference.
2. CANCELLATIONS AND REFUNDS
2.1 You may cancel your Order prior to us sending you the Order shipping notification. Should you cancel Orders after we have sent out the Order shipping notification a shipping fee will be deducted from your refund.
2.2 Qualifying refunds will be processed as follows:
2.2.1 In the event that you are not able to provide the proof of purchase (such as gifts), but we are able to verify the purchase details, an online voucher will be issued in place of a refund.
2.2.2 Where manual EFT, Instant EFT, credit card, debit card and cash payments were made and returns are processed online, an online voucher or cash refund will be processed (cash refunds are only applicable where Items were returned within 7 (seven) days from purchase or within 6 (six) months if Items were defective).
2.2.3 Where purchases were made using only an online voucher, refunds will be processed by using a further online voucher to the value of the approved refund.
2.2.4 Where purchases were made with an online voucher and a second payment method was used to pay the balance of the amount due, such as manual EFT, Instant EFT, credit card or debit card and the returns are processed online, an online voucher or cash refund will be processed (cash refunds are only applicable where Items were returned within 7 (seven) days from purchase or within 6 (six) months if Items were defective).
2.2.5 Where Items were purchased using credit or debit cards and returns are processed using the courier services your credit or debit card will be funded within 30 (thirty) days of receipt of the returned Items on condition that they are in acceptable condition, except where the Product is defective.
Should you have any questions about this policy, please contact us at help@wingculture.co.za.