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Returns, Exchanges and Refund Policy

  1. Returns and Refunds
    1. We will do our best to ensure you are happy with your purchase, and that you receive quality, high-end goods. If you are not absolutely satisfied with your product, we will strive to resolve your problem as quickly as possible and will either refund you, or replace the goods, as the case may be, and subject to the terms set out below.
  2. Defective Goods
    1. What is a defect? A defect is an imperfection in the goods, or any characteristic of the goods, which makes the product less acceptable than one would reasonably be entitled to expect in the circumstances.  A defect will not result from: wear-and-tear; negligence; failure to adequately care for the goods; or where there have been alterations to the goods.
    2. In the event any of our goods are defective, within 6 months from purchase, we will either refund you, repair the goods or replace the goods, as the case may be – once we have received the product, and inspected the goods, we will discuss these options with you.
    3. In order to process the return of defective goods, you must:
      • contact our customer service via [info@carriwell.co.za];
      • provide your order number, your personal contact information, and specify the goods which are defective
    4. We will collect the goods from you at no charge, and once it has been inspected and a defect verified, we will send you a replacement or credit your account, whichever you choose.
  3. Goods damaged on delivery
    1. In the event that any goods are damaged while being delivered to you, please immediately notify us on [info@carriwell.co.za].
    2. We will collect the goods from you at no charge, and once it has been inspected and a defect verified, we will send you a replacement or credit your account, whichever you choose.
  4. Unwanted Goods / Exchanges
    1. Goods purchased on [www.carriwell.co.za] may be returned to us within 7 (seven) days, from date of delivery, provided that the goods are:
      • in original packaging with all accessories,
      • in original condition, which means: the goods are unworn, unused and undamaged, and all original tags and seals are in place.
    2. In order to process a refund, or credit on your account, you must:
      • contact our customer service via [info@carriwell.co.za];
      • provide your order number, your personal contact information, and specify the goods you wish to return;
      • package and send the parcel to our returns address using a courier of your choice, at your own cost, and at your own risk.

      Returns Address
      Carriwell
      Unit 8 Marseilles Park, 25 Marseilles Crescent,
      Briardene Industrial Park, Durban North, 4051
      P O Box 272, Umhlanga Rocks, 4320

      Upon receipt of the returned product(s) in our warehouse and after checking the condition of the product(s), we will proceed to process the exchange, or refund the amount charged for the items returned, within 7 (seven) business days.

    3. In the case of an exchange, you will be charged shipping costs, the cost of which will be communicated to you.
    4. We reserve the right to accept or reject the return of products that do not meet these requirements or which we believe are not acceptable for return.