At Raines Africa, your satisfaction with your purchase is our priority. If, for any reason, you are not entirely satisfied, you have the option to return the product to us. We will then either repair or replace it, or issue a credit to your account, subject to the terms outlined below. This policy is applicable to products purchased directly from Raines Africa and those obtained from Third Party Sellers. Please be aware that Online Course Codes have a separate procedure, which is detailed in section 5.
It is important to note that Raines Africa reserves the right to limit the use of account credits for certain products at its discretion. Some sections of this policy do not apply to Unboxed Deals, reconditioned products, or used products. The exceptions are clearly indicated in the relevant sections below. Unboxed Deals are products that have been returned and are offered at a discounted price due to damaged or missing original packaging, or signs of handling and/or re-packaging.
This Returns Policy is an integral part of the Raines Africa Terms and Conditions. Definitions of terms found in the Terms and Conditions apply here unless the context suggests otherwise. This policy does not intend to curtail your statutory rights in any way.
Preparing Your Products for Return
To expedite the processing of your return request, please ensure that you:
– Securely package your products for safe transit.
– Clearly mark your return reference number on the outside of the parcel.
– Include all accessories and parts that were originally sold with the product.
Failure to comply with any of these requirements may lead to delays in processing your request or even result in its rejection.
- Unwanted Products
You can return an unwanted product to us at no cost provided that:
– The product is undamaged and unused, with the original labels and stickers still attached.
– It is in its original, undamaged packaging with all seals intact (excluding Unboxed Deals, reconditioned products, and used products).
– The product is complete with all accessories and parts.
– A return is logged on the Website within 7 days of product delivery or collection. After 7 days, returns are accepted only if the product is defective.
– The product does not fall into any of the excluded categories listed below.
If you’ve changed your mind and wish to receive a credit for the product, you can return it as long as it is not in one of the following categories:
– Digital products (e.g., electronic vouchers, gaming codes, or other digital downloads).
– Unsealed audio or video recordings or computer software.
– Newspapers, periodicals, or magazines.
– Everyday consumption items (e.g., food and beverages).
– Nursing or maternity products that have been unsealed, including breast pumps, bottles, formula, and more.
– Used beauty products or fragrances.
– Intimate products (e.g., lingerie, swimwear, underwear, or piercings).
– Personalized or customized products.
– Flat-pack furniture that has been assembled after delivery.
We will collect the product at no cost to you. After inspection and validation, your account will be credited with the purchase price within 10 days of the return. If you prefer, we can issue a refund.
Want to Exchange?
Fashion and sportswear products can be exchanged for a different size or color variation if available. Unboxed Deals, reconditioned products, or used products can only be exchanged for the same category, if available. We will collect the product from you and deliver the requested product at no charge if a suitable variation is available. Otherwise, we will credit your account or issue a refund.
Not What You Ordered?
If we mistakenly deliver the wrong product or the product is not as described on the Website, please notify us. We will collect the product at no cost to you. After inspection and validation, we will either deliver the correct product as soon as possible or credit your account within 10 days. We are here to ensure your satisfaction.
- Products Damaged on Delivery
If a product is damaged or missing parts or accessories upon delivery or collection, please inform us within 7 days by logging a return on the Website. We will arrange to collect the product, and, following inspection and validation, we will either repair, replace, or credit your account as per your preference.
- Defective Products
We take pride in delivering high-quality products in good working condition. A defect is defined as a material imperfection in the manufacture or any characteristic of a product that makes it less acceptable than reasonably expected. Please refer to our Help Centre for examples of defects.
The following are not regarded as defects and do not qualify for a return under this section 3:
– Normal wear and tear.
– Damage from negligence, misuse, or incorrect usage.
– Damage from electrical surges or sea air corrosion.
– Damage due to inadequate product care.
– Damage from unauthorized alterations.
– Products that match their specifications as described on the Website but do not suit your needs.
– Signs of handling and/or repackaging for Unboxed Deals or used products.
If you receive a product that is defective or of poor quality (excluding manufacturer warranty products), please notify us within 6 months after delivery or collection by logging a return on the Website. We will collect the product at no cost to you. After inspection and validation, we will either repair, replace, or credit your account, or issue a refund, depending on your preference. If the repair or replacement takes more than 21 days, we will contact you to discuss a credit or refund.
For products without an extended supplier warranty, returns cannot be facilitated outside the 6-month period.
If you request a repair or replacement for an Unboxed Deal, reconditioned product, or used product, and repair is not possible, we will seek a replacement if available. If not, we will credit or refund you. Please note that Unboxed Deals, reconditioned products, and used products are discounted compared to products in perfect condition.
Extended Supplier Warranty
Some products may have an extended supplier warranty that surpasses the 6-month Standard Warranty. If such a product becomes defective more than 6 months after delivery or collection (except manufacturer warranty products), please notify us within the extended supplier warranty period. We will facilitate the return of the product to the supplier at no cost. It’s essential to review the terms and conditions set by the supplier or manufacturer as stated in brochures or product packaging.
For manufacturer warranty products, the supplier or manufacturer directly handles defective returns. Examples include Dell, Nespresso, Xbox, and PlayStation products. If such a product is defective, contact the relevant supplier or manufacturer directly using the provided contact details when logging the return on the Raines Africa Returns page.
- Gift Vouchers & Coupons
Gift Vouchers and Coupons come in two types: Fixed Coupons and Percentage Coupons. When using a Fixed Coupon to pay for an order and you later cancel the order or return products in accordance with the Returns Policy, the value of the Fixed Coupon will be deducted from the purchase price of the canceled or returned products. Any remaining balance will be credited to your account, or a refund will be issued.
If you use a Percentage Coupon to pay for an order and later cancel the order or return products, the value of the discount received with the Percentage Coupon will be deducted from the purchase price of the canceled or returned products. Any remaining balance will be credited to your account, or a refund will be issued.When you use a Gift Voucher to purchase a product that you later return for a refund in accordance with the Policy, you will receive a credit to your account.
- Online Course Code Returns
Online Course Codes have unique return procedures due to their digital nature. Returns are allowed only if the Online Course Code is defective. If you encounter any issues with the code, please report the problem as soon as possible within 6 months of purchase. We will investigate and rectify the problem, issuing a replacement code if necessary. If the code is defective, we will replace it or credit your account.
There are two types of bundles: Bundle Deals and Pre-packed Bundles. Returns for bundles are subject to this policy.
– For Bundle Deals, you can return the entire bundle or individual components. A credit will be issued for each component product.
– Pre-packed Bundles must be returned in their entirety unless specified otherwise.
- Charges and Refunds
If you return a defective product without all the originally included accessories and parts, we may refuse the return or estimate the value of missing items. You may be responsible for the costs associated with the return of a product that does not comply with this policy.
Donations made on our Website and goodwill credits are non-refundable.
Refunds are processed to the original payment method used for the order.
If you used the Nedbank Personal Loan payment method, refunds will be handled as follows:
– For partial returns or cancellations, the value of the returned items will be credited to your loan account or refunded by Nedbank.
– If you return your entire order within 45 days of placing it and there is no delivery charge, Nedbank will refund any fees and interest due on the loan and cancel the loan.
Please be aware that Unboxed Deals, certain reconditioned products, and used products do not come with extended supplier warranties.