Refund policy
Returns
We accept returns for both defective and non-defective products.
To be eligible for a return, items must:
- Be returned within 30 days of delivery.
- Be in new, unused condition.
- Be returned in their original packaging where possible.
Products that show signs of use, damage caused by the customer, or are not in new condition may not be eligible for a return.
Exchanges
We accept exchanges for eligible items within 30 days of delivery.
To arrange an exchange, please contact us before returning your item.
Return Process
Returns must be sent back by mail.
A free return shipping label is included with your package. Please use the provided label when returning your item.
To initiate a return or exchange, contact us at:
Email: [YOUR CUSTOMER SERVICE EMAIL]
Please include your order number and details of the item you wish to return or exchange.
Return Shipping Costs
There is no cost to return eligible items when using the return label provided with your order.
Restocking Fees
We do not charge any restocking fees.
Refunds
Once your returned item has been received and inspected, we will process your refund.
Approved refunds will be issued to the original payment method within 5 business days of receiving the returned item.
Depending on your bank or payment provider, it may take additional time for the refund to appear in your account.
Damaged or Defective Items
If you receive a defective or damaged item, please contact us as soon as possible with your order number and photographs of the issue so we can assist you.
Contact Us
If you have any questions about returns, exchanges, or refunds, please contact us at:
The Franschhoek Shop
Email: [YOUR CUSTOMER SERVICE EMAIL]