Effective Date: January 13, 2025
We at Tsoeneops (Pty) Ltd. understand that sometimes things don’t go as planned. That’s why we offer a hassle-free return and refund policy for our physical products (promotional branded & unbranded). This policy outlines the conditions, timelines, and process for returning unwanted or defective items.
What can be returned?
You may return most new, unused, and unopened items purchased on www.tsoeneop.co.za within 30 days of delivery for a full refund. Some exceptions may apply (see below).
What cannot be returned?
- We do not accept returns on sale items.
- Items that are custom-made, personalized, or specially ordered cannot be returned unless they are defective.
- Items that have been used, opened, or damaged cannot be returned.
- Items missing their original packaging or tags may not be accepted for a full refund.
- Perishable goods (such as food, flowers, or plants)
- Personal care goods (such as beauty products)
- We do not accept returns for hazardous materials, flammable liquids, or gases
How to initiate a return:
- Contact our customer support team by email at admin@tsoeneops.co.za within 30 days of receiving your order.
- In your email, please provide your order number, a brief description of the reason for return, and any relevant pictures (if applicable).
- Our customer support team will review your request and provide you with a return authorization number (RAN) and instructions on how to return your item(s).
Return shipping:
- If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Please note we do not ship outside of South Africa at this time.
- You are responsible for the cost of return shipping unless the item is defective.
- We recommend using a trackable shipping service with insurance for your returned package.
- We are not responsible for lost or damaged return packages.
Refunds:
- Once we receive your returned item(s) and verify that they meet the return criteria, we will issue a full refund to your original payment method within 10 business days.
- You will receive an email notification confirming your refund.
Additional Information:
- Please note that original shipping charges and return shipping charges are non-refundable.
- We reserve the right to deny any return that does not meet the above criteria.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Damages and Issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we may evaluate the issue and make it right.
Contact Us:
If you have any questions about our return and refund policy, please contact us by email at admin@tsoeneops.co.za
We are committed to providing excellent customer service and want to ensure a positive experience for all our customers. If you have any concerns or need further assistance with your return, please don’t hesitate to contact us.
If more than 15 business days have passed since we’ve approved your return, please contact us at admin@tsoeneops.co.za.