REFUNDS & RETURNS
First off, If you are reading this then you likely bought a product from us in which case we owe you a big thanks. THANKS! We are dedicated to our customers and their business and you can rest assured that we will endeavour to put right any hiccups you encounter along the way. That being said, here are a few guidelines to help you out.
DIRECTORY LISTING REFUNDS
If for any reason what-so-ever you are not 100% entirely satisfied with your directory listing PREMIUM purchase you may contact us on firstname.lastname@example.org for a full, no-quibble money back guarantee within 14 days of purchase. We will return your account to it’s former glory upon refund. 🙂
If for any reason your listing does not follow our company guidelines you will be notified of a chance to amend you listing or be fully refunded.
STORE PRODUCTS RETURNS
What if the delivery address was entered incorrectly?
If the address was entered incorrectly upon order then in most cases the item is returned to our warehouse. Once we receive the returned item from our courier we will happily re-send the item to an updated address. You will only be liable for the shipping costs in this instance.
If however, the address was entered incorrectly by the orderer and the item is not returned, the customer will need to place a further order at their own expense.
What if the order is lost in the mail?
For packages lost in transit, all claims must be submitted no later than 30 days after the estimated delivery date. But don’t worry, we will cover the costs of the product and shipping a replacement order for you.
We may ask for your help before doing that, like confirming with your that the shipping address was correct. It would also be good to double-check that with your local post-office to try locating the lost order.
Please bear in mind that the above protocol only applies if the tracking information states an oder was not delivered. If it states that an order was delivered please refer below.
What happens if a package isn’t delivered, but the tracking number states that it is?
In most instances, it is found that the delivery was made, but that the package was left in an unexpected location at the recipient’s address. Customers are advised to reach out to the courier and inquire if any additional details were left by the delivery person for collection.
If the courier has marked the package as delivered, but you were not in to personally collect and the package has gone missing, then please contact the local authorities for a crime number to pass on to us at email@example.com
In other instances you may have entered the incorrect shipping address in which case we would be happy to resend the item back to an updated address once we receive the returned item back from our couriers. You would however be liable for the repeat shipping cost.
Your tracking number shows the order as being returned to sender, what now?
There are a few reasons an order can be returned to sender but most often is due to an undeliverable address. Other instances include the package being unclaimed at customs or indeed refused/returned by the address recipient. In this event, you will need to contact us at firstname.lastname@example.org and inform us of your wishes moving forward. New shipping charges will be applied for orders that have been unclaimed at customs, returned by your customer or had an incorrect address originally provided.
How long do I have to submit a claim for a return?
Any claims for misprinted/damaged/defective items must be submitted within 14 days after the product is received. For packages lost in transit, all claims must be submitted no more than 30 days after the estimated delivery date.
Unclaimed returns get donated to charity after 30 days.
What if the product is damaged in the mail?
If something arrives damaged, send a photo of the damaged goods to email@example.com and we will gladly send a replacement at no cost to you.
What if the incorrect product size has been ordered?
If an item has been ordered and delivered to you with the wrong size at our error we will gladly ship a new item out to you at no expense.
If it was a mistake made by the customer we regrettably cannot offer exchanges or refunds because the products are made on a on-demand basis.
Quality Issues & Concerns
Any returns or problems that occur because of an error on our part will be handled at our expense.
If you have any quality or health & safety concerns regarding any of our products then please contact us immediately at firstname.lastname@example.org and we will investigate and respond accordingly.
How do I report a problem with my order?
You can report problems with an order by contacting us at email@example.com.
Please provide as much detail and accompanying photos if applicable and we will respond to you as soon as possible, usually within 24 hours.