returns

Returns Policy

This policy forms part of the Shakalaka Terms and Conditions, and so words defined in the Terms and Conditions have the same meaning in this policy, unless the context indicates otherwise. Nothing in this policy is intended to limit your statutory rights in any way.

General Returns

Most items purchased on Shakalaka can be returned to us for a full credit to your Shakalaka account.

We will not be able to accept the return of an item under our general returns policy in the following situations:

If we receive a returned item later than three weeks after the date of dispatch

• If the item is not in mint condition and in original packaging

• If it is a non-returnable item

  • If the seal on a game, computer, any electronic device, baby clothing or accessory item or toy is broken

The following items are non-returnable:

• Underwear, sleepwear, Swimwear or lingerie.

• Goods that have been personalised or custom made.

• Goods that have been specifically ordered for the Consumer and are not in ordinary stock.

• Goods that may pose a health or safety hazard if returned or reused. Food and drink products may not be returned.

• Earrings, including studs, piercings, hair pieces, attachments and other personal body items due to health and safety considerations.

• Exchanges on electrical products that have been used, tested or are otherwise are not defective.

• All consumable food items which are purchased constitute a non-returnable product due to health reasons.

• Used Pet toys and jerseys/jackets if they have been fitted.

• Any protective clothing due to hygiene reasons.

• The Consumer Protection Act (CPA) specifically excludes ‘buyer’s remorse’ and Shakalaka reserves the right to reject returns that are sought because the Consumer has ‘changed his mind’ or no longer wants the item after the purchase has been made.

• Where the goods have been worn out in the ordinary course of use.

Statutory Returns

Section 56 of the Consumer Protection Act may apply to your order. Section 56 will only apply if:

• you are a natural person – in other words, a human being, or

• a juristic person (like a company, trust or closed corporation) with an annual turnover of less than R2 million.

If you qualify as a consumer in terms of the CPA then all of our products sold to you are sold with an implied warranty of quality against any defects for six months of normal household or business use, from the time we supplied the products.

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

The following will NOT be regarded as defects and will not entitle you to a return:

• • • Faults resulting from normal wear and tear;

    • Damage arising from negligence, user abuse or incorrect usage of the product;

    • Damage arising from electrical surges or sea air corrosion;

    • Damage arising from a failure to care for the product adequately;

    • Damage arising from unauthorized alterations to the product;

    • Where the specifications of a product, although accurately described on the website and generally fit for its intended purpose, do not suit you

We will replace, repair, or credit the price of any defective products that you return to us during the six-month statutory warranty.

We will credit the reasonable postal and insurance costs of returning defective products. We may inspect the products to confirm that they are defective before we do so.

Our customer services department may tell you that they do not believe you have a claim, for example because the warranty period of the products has expired. In this case we may refuse to replace products, or refuse to pass a credit.

Deliver the defective physical products under warranty to us or post them by normal prepaid registered post, insured against loss, damage and theft. The physical address for all returns is the same as for our customer services department, details of which are below:

9 Sparrow Drive
Magaliessig
Fourways
Gauteng
2067

Once we have received the package, we will notify you that we have received the physical products. Please allow 10 working days from the date on which you sent the envelope or package for it to reach us. If we have not notified you within 10 working days, please contact the postal service that you sent the package through and try and establish whether it has been delivered to the correct address.

If you claim that our products are defective, our technicians will examine the products for defects. In the case of physical products, our technicians will examine the actual products. They will report to us whether the products were defective, were misused or are of good quality. If our technician reports that the products were misused, were of good quality, were not provided to you for a specific purpose or were suitable for that purpose, then we will not replace or pass credit for the products.

If you choose for us to replace or repair the products, we will contact you as soon as reasonably possible to organise the necessary steps to repair or replace the products.

If you choose for us to credit you, please be aware that it may take 15 working days for us to pass a credit.

If we do not accept that we supplied defective or unsuitable products, and our customer services department has not been able to help, any customer may still take the matter up with the consumer products and services ombudsman [email protected] 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.

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 products, or have any questions, please contact our customer services department and have your invoice ready. We will try our best to solve your problem.

Incorrect items

We will either replace the item with the correct item (if available) or credit you for any item that you receive that does not match the description advertised on the platform. The item will need to be collected by us at no additional cost to yourself.

Please log a return on the website within 24 hours if the item is not what you ordered.

Incomplete items

If the product is missing any accessories or parts, you will need to follow the process set out below. 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 10 days of the return.

Should a product be missing any parts or accessories at the time of delivery:

• Please notify us within 7 days of such delivery by logging a return on the website.

• 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 as soon as possible (if such repair is possible/ we have the same product in stock to use as a replacement) or credit your account with the purchase price of the product.

Items damaged on delivery

Should a product be damaged at the time of delivery, please notify us within 7 days of such delivery by logging a return on the website.

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 as soon as possible (if such repair is possible/ we have the same product in stock to use as a replacement) or credit your account with the purchase price of the product

Returns procedure:

Regular returns:

The below procedure is related to unwanted / incorrect / damaged on arrival and sub-standard items.

• • • Return logged.

    • (Please allow for additional time, if incorrect information on the website.)

    • Collection booked.

    • Received at warehouse, inspected.

    • Credit processed to customer account (unless otherwise specified).

      • If the item is not returned in mint condition / without the items’ original packaging and        if any accessories are missing the credit will not be processed. (This does not apply to goods damaged on arrival).

    • This procedure usually takes 3-7 working days to conclude.

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

• • • package your products safely and securely in original packaging for protection during transit; and

    • include all accessories and parts 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.

Kindly allow for longer waiting times during peak season, November – March.

Warranty returns

Warranty support – computers and electronics

All COMPUTERS and ELECTRONICS products sold on Shakalaka.co.za (excluding Gaming Consoles) carry their full manufacturer’s warranty as stipulated by the official South African distributor, unless otherwise specified. Such warranty is usually, but not limited to, 12 months and if not stipulated on the Shakalaka.co.za platform can be requested by contacting [email protected] Items under warranty are sent to the relevant supplier or official service centre for repair or replacement. Said Manufacturer Guarantee is restricted to the costs of repair or replacement of faulty products or credit of the purchase price at the sole discretion of Shakalaka and its suppliers after investigation and/or testing of products. Defective software may only be exchanged for the identical item.

All Hardware Manufacturer Guarantees are immediately null and void if equipment has been tampered with, warranty stickers have been removed, seals on equipment have been broken by anyone other than the manufacturer’s representative or if the products have been operated outside the manufacturer’s specifications.

Under no circumstances will Shakalaka be liable for any damage arising from any misuse or abuse of the products. Shakalaka cannot be held responsible for any data loss whatsoever from storage media returned for exchange or repair.

Please ensure that all games and software are compatible with your current hardware, operating system or console before purchasing as Shakalaka cannot be responsible for system incompatibilities. System requirements are usually available on the publisher’s official platform.