Refund and Returns Policy

GENERAL RETURNS POLICY 

Reason for return	Needs to be reported within:	Do I need to pay for collection?
Unwanted/bought the wrong item	21 days of receipt (white goods 7 days)	Yes
Received physically damaged	7 days of receipt	No
Incorrect info/ Incorrect item	7 days of receipt	No
Faulty (Electronics)	Item’s warranty	No
Sub standard quality	21 days of receipt	Case by case basis
Not what I expected	21 days of receipt	Yes

Easy Returns & Exchanges

We want you to be happy with your purchase! If for any reason you’re not completely satisfied, you can return or exchange most items within 21 days of receiving them.

• We’ll offer you a full refund to your original payment method.
• We can repair the item, if possible.
• We can replace the item with a new one.

Damaged, Faulty or Incorrect Items

If you receive an item that’s damaged, faulty, or incorrect, please contact us right away and we’ll be happy to assist you.

Easy Returns & Refunds (Except Unboxed Deals)

We want you to be happy with your purchase! You can return most items for a full refund within 3 weeks (21 days) of receiving them. Here’s what to keep in mind:

• Original Condition: The product must be unused, undamaged, and in its original packaging (except unboxed deals, see below).
• Return Deadline: Most items need to be returned within 3 weeks, but for white goods (large appliances), it’s 7 days.
• Unsealed Items: Games, computers, electronics, baby items, toys, health & beauty products cannot be returned unsealed. A 20% handling fee applies to accepted unsealed returns in these categories.
• Packing & Documentation: Include your order number or dispatch note inside the package.
• Non-Returnable Products: See our list of non-returnable products [Non-returnable products] to avoid any surprises.
• Unsure? Contact Us: If you’re unsure if an item is returnable, contact us at [email address removed].

Unboxed Deals:

Discounted unboxed deals may have slightly damaged packaging or may be re-packaged. Standard return conditions may not apply to these items.

Warranty Claims:

This policy covers returns within the return window. If your product has issues after this period, warranty coverage may apply. Contact Deal [invalid URL removed] directly for warranty claims.

Statutory Returns:

In some cases, you may have additional statutory return rights. We’ll provide more information on this in a separate section.

This rewrite clarifies the policy for unboxed deals, separates warranty claims for better understanding, and uses a more customer-friendly tone.

Your Rights Under the ECT Act (Section 44)

This section applies only if you are a natural person (human being) and the end user of the goods or service.

The Electronic Communications and Transactions Act (ECT Act) may give you the right to cancel some electronic transactions within seven days, without reason or penalty. This applies to Section 44 of the Act.

To qualify for a return under the ECT Act:

• Notify us within seven days of receiving the goods that you wish to cancel.
• Return the goods in new condition with all original packaging and materials.

What we will do:

• We will refund the purchase price of the goods within 30 days of your return request.
• Please note that the original delivery charge will not be refunded and the cost for returning the parcel is at your expense.

For more information on the ECT Act, please visit the South African Government website.

Please note the following exceptions to returns under the ECT Act:

• Unsealed media: This includes video games, software, music, and movies. (Exception: This may not apply to unboxed deals where the media itself is sealed – see our unboxed deals policy for details.)
• Perishable items: Unfortunately, we cannot accept returns under the ECT Act for books, magazines, or other periodicals, or for items specially sourced for you.
• Hygiene reasons: For hygiene reasons, we cannot accept returns under the ECT Act for underwear, swimwear bottoms, or jewellery for piercings.

Additional Consumer Protections under the Consumer Protection Act (CPA)

In addition to your rights under the Electronic Communications and Transactions Act (ECT Act), you may also have rights under the Consumer Protection Act (CPA) (Section 56).

Who is considered a Consumer under the CPA?

The CPA applies to you if you are:

• A natural person (human being), or
• A juristic person (business entity) with an annual turnover of less than R2 million.

What are your rights under the CPA Warranty?

If you qualify as a consumer under the CPA, all goods we sell you come with an implied warranty of quality against defects for six months from the date of purchase, assuming normal household use.

What is considered a Defect?

A defect refers to a situation where the goods were:

• Manufactured with substandard materials or components.
• Assembled with poor workmanship.
• Unsafe when delivered to you.

The burden of proof lies with you to demonstrate that the goods are defective.

What are your options for Defective Goods?

If you return defective goods to us within the six-month warranty period, we will offer you one of the following options:

• Replacement: We will replace the defective goods with a new one (subject to availability).
• Repair: We will attempt to repair the defective goods.
• Refund: We will offer you a full refund for the purchase price.

Please note: For unboxed deals, we can only offer a refund for defective goods, replacements or repairs may not be available.

Safe Return Shipping

To ensure your return arrives safely, please package your item securely. We recommend using a sturdy box with plenty of cushioning materials like bubble wrap, packing peanuts, or crumpled paper. This will help prevent damage during transit.

Important Note: Deal Emporium cannot be held responsible for items damaged before they reach our Westlake Offices, even if caused by a third party during shipping.

Changed Your Mind? No Problem!

If you no longer want the product you purchased, you have 21 days from delivery to return it for a refund or credit. Here’s how it works:

What can’t be returned:

• Food or consumable items with a short shelf life.
• Unsealed, damaged, or used products (including fragrances, beauty products, and hygiene items).
• Furniture that you’ve already assembled.

Easy Return Process:

1. Log your return: Let us know within 21 days of delivery by contacting us.
2. Review and Approval: We’ll review your request and let you know if the return is accepted.
3. Return Options: If approved, you can choose to have the item collected (fee applies) or drop it off at a designated location. We’ll send you all the details.
4. Return Processing: Once your item arrives at our Westlake Head Office, we’ll inspect it and process your return within 1-2 business days (allow 3-5 days during peak seasons).

We’ll keep you updated:

• You’ll receive an email response within 1-2 business days after logging your return.
• We’ll let you know if your return is approved and provide details on any applicable fees.
• You’ll be notified when your return arrives at our facility and again when your return is processed.

Please note: A handling fee may apply in certain cases. We’ll contact you if this applies.

Damaged Item? We’ve Got You Covered!

If your item arrives damaged, we understand how frustrating that can be. Here’s what to do:

Report Damage Quickly:

• Let us know within 7 days of delivery if your item shows signs of damage.
• Important: If you accept a visibly damaged package, note the damage on the delivery slip before signing.

Easy Return Process:

1. Log your return: Contact us within 7 days to report the damage.
2. Image Request: We may ask you to send photos of the damage for assessment.
3. Return Options: Choose collection by our courier partner (fee applies) or drop-off at a designated location. We’ll provide details.
4. Return Processing: Once your item arrives at our Westlake Head Office, we’ll inspect it and process your return within 1-2 business days (allow 3-5 days during peak seasons).

We’ll keep you updated:

• You’ll receive an email response within 1-2 business days after logging your return.
• We’ll let you know about any further steps needed, such as sending photos.
• You’ll be notified when your return arrives at our facility and again when your return is processed.

Our goal is to resolve damaged item issues quickly and efficiently. Please don’t hesitate to contact us if you have any questions.

Whoops! Did We Get It Wrong?

If you received the wrong item, we apologize for the mistake! Here’s how to get it fixed:

Report the Issue Quickly:

• Let us know within 7 days of delivery if you received the wrong item.

Easy Return Process:

1. Log your return: Contact us within 7 days to report the mistake.
2. Image Request: We may ask you to send photos of the incorrect item and its barcode for verification.
3. Replacement or Refund: We’ll offer to replace the item with the correct one (subject to availability) or issue a full refund.
4. Return and Reprocess: Once we receive the incorrect item back, we’ll process your replacement order or refund as quickly as possible.

We’ll keep you updated:

• You’ll receive an email response within 1-2 business days after logging your return.
• We’ll let you know if we need any additional information from you.
• You’ll be notified when your return arrives at our facility and again when your replacement is shipped or refund is issued.

Our goal is to resolve incorrect item issues quickly and get you the right product as soon as possible.

Faulty Item? We’ll Get You Back on Track

If your item malfunctions or shows defects, we understand the inconvenience. Here’s what to do:

Report the Issue Promptly:

• Notify us as soon as you discover the fault, ensuring you’re within the warranty period.

Easy Return Process:

1. Log your return: Contact us to report the fault and initiate the return process.
2. Collection Arrangements: We’ll arrange a convenient pick-up for the faulty item (exceptions may apply, we’ll communicate these if needed).
3. Inspection and Assessment: Once the item arrives at our Westlake offices, we’ll perform an initial inspection to check for physical damage and missing parts. If possible, we’ll also conduct a basic functionality test.
4. Supplier Assessment: We’ll then send the item to our supplier for a professional evaluation, which typically takes 2-4 weeks.
5. Resolution Options: Based on the supplier’s assessment, we’ll offer you a refund, replacement, or repair (warranty void may apply). We’ll keep you informed every step of the way.

Our goal is to resolve faulty item issues efficiently and get you a working product as quickly as possible.

Pleasures by Deal Emporium – Returns Policy

For hygiene reasons, we can only accept returns for adult products under limited circumstances. Here’s what you need to know:

Warranty:

Our adult electronic toys come with a standard 1-year warranty. If your toy arrives damaged or faulty, please log a return online within the warranty period.

Missing or Damaged Parts:

If there are any missing or damaged parts or accessories upon arrival, please notify us within 3 days of receiving your order.

Unopened Products:

You may return unopened adult products within 7 days of receiving them by logging a return online. Please note that you will be responsible for the return shipping costs.

Opened Products:

Due to hygiene concerns, we cannot offer refunds or replacements for opened adult products.

We understand that choosing the right product is important. If you have any questions or concerns before making a purchase, please don’t hesitate to contact us.

This rewrite clarifies the return policy for adult products while maintaining a respectful tone. It highlights the importance of unopened packaging for returns and offers to answer any questions before purchase.

3rd Party Providers Policy

Deal Emporium Refund Policy

Here at Deal Emporium, we want you to be happy with your purchase. This policy outlines the situations in which you can receive a refund. This part of the policy refers to any item purchased from our overseas order fulfilment company.

What We Can Refund

• Damaged Products: If your item arrives damaged, we’ll offer a full refund or replacement.
• Incorrect or Missing Products: We double-check everything before shipping, but if you receive the wrong item, a missing item, or an item in the wrong color or size, we’ll give you a full refund or send you the correct item. Keep the product! There’s no need to return it to us.
• Out of Stock Products: If an item is out of stock after you order it, we’ll issue a full refund and notify you.
• Products Unable to Ship: If a product can’t be shipped due to limitations, we’ll give you a full refund and notify you.
• Delayed Orders: We understand waiting is no fun! If your order takes too long to arrive, we’ll process a full refund according to these timeframes:
  • USA, Europe, New Zealand, Canada: Over 30 days late.
  • South America, Middle East, India, Africa: Over 60 days late.
  • Exceptions: Delays due to insufficient addresses, unclaimed packages, or customer contact issues are not refundable.
• Cancelled Orders: If you cancel your order before it ships, you’ll get a full refund. However, there are some exceptions:
  • Custom Orders: We can’t refund custom-made products.
  • Branding Projects: Orders with branding can’t be cancelled after 48 hours.
• Missing Packages: If your package goes missing in transit, we’ll issue a full refund.

Warranty: All Deal Emporium products come with a 30-day warranty. Refunds are not available after 30 days.

What We Can’t Refund

• Delivered Orders: If the tracking information shows your order was delivered, we can’t offer a refund or resend the product.
• Unclaimed Packages: Packages left unclaimed are destroyed after 48 hours by the carrier, and we cannot offer a refund.
• Tracking Information Alerts: We can’t offer a refund or resend a product if the tracking information shows an issue, such as an incorrect address, refused package, customs problems, or an invalid recipient.

Time Limits for Disputes

• You must file a dispute within 30 days of receiving your product.
• Disputes may be denied for reasons including:
  • Lack of tracking information.
  • Choosing certain shipping options (contact us for details).
  • Shipping your order to certain countries (contact us for details).
  • Acts of God, war, natural disasters, or other unforeseen circumstances.
  • You simply don’t like the product, it doesn’t fit as expected, or it has an odor.

Returns

We generally don’t recommend returning products due to high shipping costs and long processing times. However, if you insist on returning an item, you must:

• Return it within 10 days of receiving it.
• Ensure the product is undamaged and can be resold.
• Pay for the return shipping costs.
• Return the product to our warehouse in China.
• Provide us with the return tracking number.

Contact Us

If you have any questions about our refund policy or need to file a dispute, please contact Deal Emporium customer service.

We’re here to help!