1. INTRODUCTION

This policy sets out the circumstances in which you can return goods to My Import Guy.

2. CANCELLATION PRIOR TO DELIVERY

Prior to your delivery or collection of the product/s, you may cancel an order at any time provided you do so before receiving a dispatch or delivery notice. After your acceptance of delivery of the Goods, you may return the Goods only in accordance with this policy.

3. PREPARING PRODUCTS FOR RETURN

3.1. To ensure your request is processed expeditiously you are required to:
3.1.1. provide a receipt or proof of purchase upon request.
3.1.2. package your products safely for protection during transit;
3.1.3. clearly mark your return reference number (to be provided by the Import Guy) on the outside of the parcel; and
3.1.4. include all accessories and parts that were sold with the product.
3.2. Failure to adhere to any of these requirements could delay the processing of your request or result in it being declined.

4. UNWANTED PRODUCTS

4.1. Subject to clause 4.2, you can return an unwanted product, provided:
4.1.1. it is undamaged and unused, with the original labels/stickers still attached;
4.1.2. save in relation to Voetstoots Deals, reconditioned products and used products, it is in the original packaging, which must be undamaged and in its original condition;
4.1.3. it is not missing any accessories or parts; and
4.1.4. you log a return on the Website or via email.
4.2. The following products may not be returned:
4.2.1. consumables;
4.2.2. a health or hygiene product that has been opened, including water bottles, stress balls, and wipes;
4.2.3. a product which has been personalised for you or made to your specifications;
4.2.4. sale items; or
4.2.5. a flatpack product that has been assembled after purchase.
4.3. The unwanted product must be returned, at your cost, to the following address:
Stand 1, Portion 18, Newmark Estate, Silverlakes Road, Pretoria, South Africa.
4.4. Once we have inspected the product and, we will refund you with the purchase price within 10 (ten) days of the return, or exchange the product as per below.
4.5. Please do not send your purchase back to the manufacturer.

5. EXCHANGES

5.1. 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 sales@myimportguy.co.za and send your item to: Stand 1, Portion 18, Newmark Estate, Silverlakes Road, Pretoria, South Africa.
5.2. If an alternative product is not available, we will refund the purchase price of the product within 10 days of the return.
5.3. We are entitled to inspect the product to validate your return.

6. NOT WHAT YOU ORDERED?

6.1. If the incorrect product is delivered to you, or it is not as described on the Website, please notify us and we will collect the product from you at no charge within the Republic of South Africa. If the product is missing any accessories or parts, you will need to follow the process set out in section 7 below.
6.2. Once we have inspected the product and validated your return, we will at your choice either deliver the correct product to you as soon as possible (if available); or refund the purchase price within 10 days of the return.

7. PRODUCTS DAMAGED ON DELIVERY

7.1. Should a product be damaged or missing any parts or accessories at the time of delivery / collection, please notify us within 14 days of such delivery / collection by logging a return on the Website or via Email.
7.2. Send the product to us at your own cost. Once we have inspected the product and validated your return, we will, at your choice, replace the product as soon as possible (if we have the same product in stock) or refund you.

8. DEFECTIVE PRODUCTS

8.1. We do our best to ensure that our products are of a high quality, in good working order and without defects.
8.2. 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 under this section 8:
8.2.1. faults resulting from normal wear and tear;
8.2.2. damage arising from negligence, user abuse or incorrect usage of the product (whether intentional or accidental);
8.2.3. damage arising from electrical surges or sea air corrosion;
8.2.4. damage arising from alterations to the product;
8.2.5. where the specifications of a product, although accurately described on the Website and generally fit for its intended purpose, do not suit you; and
8.2.6. in relation to Voetstoot Deals or used products, signs of handling and/or repackaging.
8.3. Where you request a replacement of a Voetstoots Deal, reconditioned product or used product, we will check if we have a replacement Voetstoots Deal, reconditioned product or used product in stock (which is the same product, of the same nature and type, as the one sold), but if we do not, we will refund you provided that you return the product within 14 days. A product in perfect condition (that is not a Voetstoots Deal, reconditioned product or used product) is not the same product as a Special/Sale Deal, reconditioned product or used product. This is why Special/ Sale Deals, reconditioned products and used products are discounted, compared to products in perfect condition.

9. STANDARD WARRANTY

9.1. If you received a product which is defective or otherwise of poor quality (save for direct warranty products discussed below or Voetstoots deals), please notify us within 30 (thirty) days of the date of delivery / collection of the product.
9.2. You can do so by logging a return on the Website or via Email, and you will send the product to us at your own cost. Once we have inspected the product and validated your return, we will, at your choice, replace the product if we have the same product in stock to use as a replacement or refund you. If the replacement takes longer than 21 days, we will contact you to determine if you would prefer a refund.
9.3. Unfortunately, we cannot accept returns after the 30-day period.

10. SUPPLIER WARRANTY

10.1. A product may have a supplier standard warranty that extends beyond the 30 day period. If such a product turns out to be defective more than 30 days after delivery / collection (save for direct warranty products which are discussed below), please notify the supplier as soon as reasonably possible after you become aware of the defect, but in any event within the supplier warranty period after delivery / collection of the product.
10.2. Unfortunately, we cannot facilitate returns that fall under Supplier Warranty. A customer can contact the supplier by following instructions stipulated on the product booklet.
10.3. Please note that any 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.
10.4. It is also important to note that it will be in the supplier or manufacturer’s discretion what remedy it can offer you. My Import Guy will not provide you with a replacement or refund as your remedy lies with the supplier or manufacturer.

PLEASE NOTE: Voetstoots, Special/Sale Deals, certain reconditioned products and used products do not have supplier warranties. This will be indicated on the product description page.

11. BUNDLES

11.1. There are two types of bundles: a bundle consisting of products that either we or you (as provided on our website) have combined together in a single bundle (“Bundle Deal“); or a bundle compiled by our supplier and supplied to us as a single unit (“Pre-packed Bundle“). All returns relating to bundles are subject to the terms of this Policy as read with the following provisions:
11.1.1. Bundle Deal –May return a Bundle Deal as a whole or any of its component products individually to us. If a customer qualifies for a credit in respect of any component product, the PSG will refund the actual purchase price (after applying any applicable saving or discount) you paid for such a product as displayed in the order history.
11.1.2. Pre-packed Bundle – Unless otherwise indicated, return of a Pre-packed Bundle will only be accepted if all of its component products are return.

12. CHARGES AND REFUNDS

12.1. In the event a product is a returned without all of the accessories and parts that were sold with that product, My Import Guy is entitled to (subject to applicable law) refuse the return, or only to replace the item that did return; or to estimate the value of the missing accessories and parts and to refund in respect of the returned item only.
12.2. If you return a product that does not comply with this Policy, you may be liable to the cost of having the product returned to you.
12.3. Please note that refunds will be made in accordance with 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 will be refunded to your nominated bank account, and cash payments will be returned in cash.

13. NEED HELP?

13.1. Contact us at sales@myimportguy.co.za for questions related to refunds and returns.