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Refunds and Returns Policy

Refunds and Returns Policy

 

How to log a return / exchange

  1. Email us on willow@iafrica.com with your order number and contact details
  2. Repackage the item with the original swing-ticket attached for collection
  3. We will arrange a collection of the item with our courier
  4. please do not return the item with Postnet or another courier – we will arrange the collection on your behalf.

 

RETURNS / EXCHANGES

RETURNS/EXCHANGE POLICY – NON-DEFECTIVE PRODUCTS 

SALES ITEMS: 

NOTE: Sale items may not be returned for an exchange/refund under any circumstances whatsoever.

NORMAL RETURNS:

You will need to notify us within 7 days of your order being delivered. You may choose between a product exchange, a credit, or a refund. If the item is in good condition and you have changed your mind, you will be responsible for courier fee in order to return the item. This cost will be deducted from your refund.

Please make sure the original swing ticket is attached where applicable and do not wear the product. Please also ensure the items is returned in the exact condition it was received.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will be applied to your credit card or original method of payment, within 7 working days.

If we have made a mistake and delivered the incorrect item to you (i.e. it is not the product you purchased) please do not remove the swing ticket or try the product on. Please email willow@iafrica.com to notify us of the mistake so that we can arrange collection of the product and deliver the correct item to you at our cost.

 

WRONG SIZE:

If you have made a mistake and ordered the wrong size, please email willow@iafrica.com and we will gladly arrange the exchange. However, please note that you will be responsible for the collection fee as well as the redelivery fee of your correct size.

 

DEFECTIVE PRODUCTS

Please notify willow@iafrica.com of the defect within 7 days of your order being delivered. We will arrange a collection of the goods and inspect the product once received,

You will be advised whether the product can be repaired or whether it will need to be replaced. You also have the option of a refund/credit. WILLOW will be liable for the delivery charges if the product has been found to be defective. The decision between repairing or replacing will be that of WILLOW’s depending on availability and other relevant circumstances.