REFUNDS AND RETURNS POLICY

1. Introduction

1.1. Fempreneurs is an online marketplace and community portal for female entrepreneurs hosting businesses (“Sellers”) who market and sell their respective products on or through the Fempreneurs portal.

1.2. Fempreneurs therefore does not conduct business in any direct sales by Sellers to customers and all responsibility for delivery, quality control, returns, refunds and cancellations are and will remain the responsibility of the respective Sellers.

1.3. Although customer and Seller communications are facilitated through the Fempreneurs online portal, the Seller will always be in charge of all matters relating to the delivery and shipment of products to customers.

1.3.1. All returns, refunds and cancellations are therefore handled by the Sellers in line with guidelines for best practice provided by Fempreneurs from time to time as set out in the Fempreneurs Returns and Cancellation Policy.

1.3.2. Customers should report to Fempreneurs any Sellers who do not adhere to the policy guidelines as set out herein.

2. Fempreneurs Standards

2.1. The Seller acknowledges and agrees that its internal returns and/or cancellations policies shall at least provide for the minimum standards set out in the Fempreneurs Returns and Cancellations Policy.

2.2. The Seller undertakes to hold Fempreneurs harmless from any third-party claim arising out of any aspect relating to the shipment and delivery of products to customers and/or the return of such products by customers to the Seller.

2.3. Sellers shall communicate with customers through the Fempreneurs online portal and should a Seller wish to contact a Customer directly for troubleshooting purposes, the Seller must request permission from Fempreneurs at in**@fe*********.za.

2.4. Sellers are obligated to facilitate all returns, refunds, cancellations and/or warranty claims under the relevant provisions of the Consumer Protection Act 68 of 2008 (“CPA”) and its relevant regulations claimed by the Customer, or within the warranty period provided by the applicable Original Equipment Manufacturer and attached to the Product.

2.5. Any refund or return process not dealt with in this policy document shall be dealt with in terms of the applicable provisions of the CPA.

3. Product Packaging

3.1. The Seller shall at all times ensure that products are shipped together with all parts and accessories forming part thereof in their original packaging, securely boxed or wrapped to avoid damage during transit thereto and include inside or on such packaging:

3.1.1. a copy of the Seller’s product warranty, if any;
3.1.2. a copy of the relevant manufacturer’s product warranty if such product is manufactured by a third party other than the Seller;
3.1.3. return reference numbers.

4. Product returns

4.1. The Seller return and cancellation policy shall, as a minimum, include that customers may return any products to the Seller if the products are unwanted or the customer has changed his/her mind about wanting the product, within 30 (thirty) days, provided that:

4.1.1. the product returned is undamaged, in its original condition and unused with all original packaging, tags, seals, and labels still in place;

4.1.1.1. the product returned is undamaged, in its original condition and unused with all original packaging, tags, seals, and labels still in place;
4.1.1.2. all accessories and/or parts are returned with the product;
4.1.1.3. a return request has been logged by the customer on the Fempreneurs portal within 14 (Fourteen) days of delivery of the product; and
4.1.1.4. the Seller shall have the discretion to allow or disallow the return or exchange of clothing or only allow the exchange thereof for different sizes.

4.1.2. If the customer logged a return request within the specified time, the Seller shall be required to deal with that request and exchange the product, refund the customer or report to the customer in terms of any investigation process in terms of clause 5.2 within 7 (Seven) days of the return request.

5. Damaged and defective products

5.1. The Seller shall be required to return and exchange any damaged or defective products or products delivered with missing accessories or parts provided that the customer logged the return request on the Fempreneurs portal within 14 (Fourteen) days of delivery of the product noting the reason for the return request as being such defect, damage, or missing parts.

5.2. The Seller shall be required to exchange or refund all products that have been delivered damaged, defective or with missing parts at no charge to the customer provided that the Seller shall be entitled to inspect products returned.

5.3. Damage to and/or defects in products will not include:

5.3.1. normal wear and tear or faults as a result thereof;
5.3.2. damage caused by abuse or incorrect usage of the product;
5.3.3. damage caused by electrical surges, rust or corrosion;
5.3.4. damage caused by inadequate product care;
5.3.5. damage caused by unauthorized product alterations; and
5.3.6. a misunderstanding or misapprehension of the specifications of any product.

5.4. If a product is returned by a customer without any parts or accessories and the customer fails or refuses to return such parts or accessories on request, the Seller shall be entitled, in its sole discretion, to refuse the return request, or to replace the part or accessory not returned or charge the customer for supplying such part or accessory.

5.5. Should any manufacturer’s warranty exist in terms of any products, the product return shall be dealt with in accordance with such manufacturer’s warranty and periods applicable therein subject thereto that the Seller shall remain responsible and bound to the terms and conditions of this policy.

6. Refunds

6.1. The Seller shall be required to refund to the customer the price paid for products under the terms of this policy but only to the same credit card or by EFT into the customer’s nominated bank account and Fempreneurs shall not be liable for any payment delays or non–payment by the Seller.