Refund and Returns Policy

Estoreza Returns Policy

We want you to be satisfied with every purchase you make, so our Returns Policy and process should give you great peace of mind. This policy forms part of the Estoreza Terms and Conditions. Estoreza is committed to operating in line with the Consumer Protection Act and all policies are subject to the applicable law.

The returns process depends on the type of item.

Our returns process depends on the kind of product you purchased and whether it was purchased online

Returns Policy within 14 days of delivery

If an item you have purchased isn’t what you had in mind or for any reason does not meet your needs or expectations, we give you 14 days to return the item for a refund. The item must be in a resalable condition so you need to have the original packaging including all attachments, accessories and documentation, and the item must be unused and in original condition.

If you elect a refund, promotional free or bundled items that were part of the purchase must also be returned.

Returns Policy within 6 months of delivery

hould your product be faulty within the first 6 months of delivery, we will replace, repair or refund the item at no cost to you.

If you elect a refund, promotional free or bundled items that were part of the purchase must also be returned.

Returns Fees

Please note, for Estoreza Online items, if store collection was the original chosen fulfilment method for the online order you would like to return, there will be an additional charge incurred should you opt for us to collect the item from you.

Approved return requests for items purchased more than 14 days ago (returned under the 14-Day Returns Policy) or items returned after 6 months might incur collection, delivery and processing fees.

Returns Policy 6 months after delivery – Manufacturer and Extended Warranties

Should your goods be faulty 6 months after delivery, but still within the manufacturer or extended warranty period (should a warranty exist), Estoreza will send the goods to the manufacturer for assessment and the manufacturer will decide whether or not you have a valid claim and if so, the return will be resolved in line with the manufacturer or extended warranty policy. The manufacturer’s warranty will only apply to defects in the process of manufacturing the goods and will not apply in the following instances:

• Damage caused by lightning or power surges
• Damage caused by misuse or abuse to the goods
• Goods used for a purpose other than the purpose for which they were manufactured
• Goods used contrary to their instruction manuals
• Accidental damage

If you have purchased Major Appliances or Electronic Equipment* with the Estoreza sure Extended Warranty, your Product is covered by both the manufacturer’s warranty and Estoreza own Returns Policy to insure against possible future repair costs. This warranty will incept once the manufacturer’s warranty expires and extends the life of your guarantee.

Within 30 days of purchase you get:

• Up to five years warranty from date of purchase (including the manufacturer’s warranty)
• Cover for the repair costs of faulty products
• Cover for additional costs including call-out charges, parts, labour and VAT (there really are no hidden costs for you to pay)

The Extended Warranty only covers items for household use (office use not covered) and is a repair policy not a replacement policy. Replacement of the product will only happen if the item cannot be repaired and is at Estoreza sole discretion.
When purchasing any Warrantable Product** simply enquire about the extended warranty

For further information or to submit an Extended Warranty claim you may contact Estoreza on  074 086 9660

*Major Appliances or Electronic Equipment- must be a Warrantable Product. **Warrantable Product means any product to which an extended warranty can be added. These Products are determined by Estoreza and subject to change without notice.

If the goods become defective once the manufacturer or extended warranty has expired, Estoreza can assist you to have the goods repaired by acting as an agent on your behalf. The law requires the following in respect of repairs:

Unreturnable Items

Certain Products are excluded from the 14-Day Returns Policy due to hygiene reasons, applicable legislation or for reasons of cost efficiency. The goods Estoreza excludes from the 14 Day Returns Policy are:

• Software, CDs, DVDs and pre-recorded videos are protected by copyright law. Unless there is a manufacturing defect in the goods, you can only return these goods if they are still in the original condition as sold and the packaging has not been opened yet.
• Goods purchased by way of special arrangement or custom order will only be replaced if defective. Customers are encouraged to ensure that measurements and specifications of custom made blinds are 100% correct when ordering, as custom made orders cannot be refunded or exchanged if incorrect sizes were provided.
• Perishable products in general cannot be returned due to the cold chain being broken.
• Goods which are sold as red ticket goods, damaged, defective, used or repaired, where EstoreZa disclosed these facts to you before you bought the goods.
• Swimwear, underwear, shavers, toothbrushes and other health, beauty and personal care items
• Books
• Cigarettes
• Mattresses and mattress protector

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at {email address}.

Refunds

Once Estoreza has assessed a returned item and approved as a refund, you will receive your money back in the same manner in which you made your purchase from Estoreza:

• Credit note
• Electronic transfer directly into your account (5 to 10 working days due to COVID19 disruptions)
• Cash (if the original payment was made in cash)
• Credit card (by reversal back to your credit card and subject to banking delays)
• Cheque – within one week of request and only once your original cheque has cleared
• Gift card

Estoreza will refund a purchase for the exact amount paid less the following:

• Credit note
• Any TV licence fees due to the SABC (SABC process and requirement)
• Any delivery costs already incurred by Estoreza
• Any restocking fee for special orders

Contact us at info@estoreza.com for questions related to refunds and returns.