Refund policy

Return and Refund Policy

PLEASE NOTE THAT RETURNS ARE NOT FREE: FEES APPLY.

Returns

Can I return my order? Yes, you can.

If you are not satisfied with the items you ordered, you may return them within 30 days of receiving them.

In that case, the order must meet the following conditions:

• The order still contains all parts and components, and the packaging arrived intact, as did the product.
• The product has been handled normally; breakage caused by careless handling is excluded.
• Products for which hygiene is important have been carefully cleaned before the return procedure begins.
• Any defect must be reported as soon as the product is received.

We are entitled to charge the return shipping costs to the customer.

A return is processed within 7 business days; if the conditions are met, the return is officially acknowledged within that time.

We reserve the right to refuse returned items if we suspect they have been used or damaged through no fault of our own.

How do I return my order? If your order meets the conditions above, here is how to start the return procedure:

• Send an email to: support@annekecape.co.za
• Make sure the email includes the following:
  • Order number
  • Reason for the return request
  • Photo of the product in case of breakage
  • Customer's first and last name
  • Customer's address

We will then get back to you with the return address. Never send the return to the sender: we will give you the correct address after your request. You, the customer, are responsible for the return shipping costs.

Cancellation

We do not accept cancellation of orders once they have been confirmed. If you no longer wish to keep the item, you will need to wait for delivery and proceed with the return in accordance with our policy. The item must be returned in its original condition and packaging in order to qualify for a refund, depending on the reason for the return.

The consumer has a right of withdrawal in accordance with the following provisions, where they are a natural person entering into a transaction for purposes that are mainly outside their trade or profession:

A. Conditions of withdrawal

Right of withdrawal. The withdrawal period is 14 days from the day on which you, or a third party designated by you (other than the carrier), took possession of the last item.

As we work with a fully automated system, orders are processed as soon as they are placed. We are therefore unable to interrupt the shipping process before delivery.

To exercise your right of withdrawal, you must inform us (Anneke Cape Town) of your decision through a clear statement (for example, by email). The withdrawal takes effect once we have received the goods. The cost of returning the goods is borne by the buyer.

Information on shipments in transit. As our goods are shipped from abroad, delivery times may be longer and are beyond our control. If the goods are already on their way, cancellation is not possible: please wait to receive them, then return them to us. You may of course notify us of your withdrawal in advance. To ensure the fastest possible return, we ask you to send us a shipping confirmation.

Consequences of withdrawal. If you withdraw from this contract, we will refund all payments received from you, except for delivery costs (and excluding any additional costs arising from your choice of a delivery method other than the cheapest standard delivery we offer), without delay and no later than fourteen days after we receive your withdrawal notice and the goods. We will use the same payment method you used for the original transaction, unless expressly agreed otherwise; this refund will incur no fees for you.

Damaged or defective products

If a product arrives damaged or has a manufacturing defect, we do not offer a refund: we provide a free replacement product at no additional cost to the customer.

To request a replacement, the customer must contact us within the stated time frame and provide proof of the damage or defect (photos or videos). Once the issue is verified, a replacement product is shipped as soon as possible.

All returns must be sent to our central warehouse, at the customer's expense.