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EGG Returns Policy

1. IN-STORE REFUNDS, RETURNS AND EXCHANGES

If you have changed your mind about or are unsatisfied with the products you have purchased, you may return them within 10 business days of the date of instore purchase and we will refund, replace or exchange them provided that:

  •  You have a valid, original receipt, till slip or gift receipt or you are able to show a valid, electronic proof of purchase on your mobile device.
  •  The item is in a saleable condition, is unworn or unused, is undamaged, is not missing any accessories and is in its original condition with all original sealed packaging with original price tags attached.

NOTE:

  •  EGG will have sole discretion to issue the refund in the form of a credit note or to reimburse you by way of the same payment method used for the original purchase.
  •  In the event that a refund is due to you, please note that refunds fir in-store purchases can take upto 10 business days to reflect in your bank account.
  •  Certain items, including but not limited to those items contemplated in paragraph ‎7 below, cannot be returned or exchanged for safety and hygiene reasons.
  •  Gift vouchers cannot be returned or refunded.
  •  Should you purchase an item as a gift, it is your obligation to request a gift receipt upon payment. The receiving party will not be able to return and/or exchange the gift without it.
  •  Sale items cannot be returned or refunded.

 

2. ONLINE PURCHASE REFUNDS, RETURNS & EXCHANGES

Should you wish to return items bought online, you are entitled to do so without reason or penalty within 10 business days of delivery to you or collection by you of the products. We will refund, replace or exchange these items provided that:

  •  You have a valid, original electronic receipt or gift receipt.
  •  The item is in a saleable condition, unworn or unused, is undamaged, is not missing any accessories and in its original conditions with all original sealed packaging and accompanied with the original price tags attached;
  •  You email returns@weareegg.co.za with your order number and details of the items you would like to return within 10 business days of delivery to you or collection by you of the products. You can only return a product if it is defective within 6 months from date of delivery to you or collection by you.

We reserve the right to recover from you any direct costs of collecting the products from you.

Note:

  •  Your refund will be processed using the same payment method that you originally paid with, as specified on your online electronic receipt.
  •  Certain items, including but not limited to those items contemplated in paragraph ‎7 below, cannot be returned or exchanged for safety and hygiene reasons.
  •  If your items are purchased online as a gift, this should be noted as part of your online purchase process. The items cannot be returned or exchanged without this gift receipt.
  •  No cash refunds will be processed for items purchased online.
  •  Once we have inspected the item and validated the return, we will process your refund. All returns (save for defective items returned) will be processed within 5-10 business days of the date that the item is returned to our EGG   •  warehouse site. You will be notified via email once we have processed your refund.
  •  Please bear in mind that if a refund is due to you for onlinepurchases it can take up to 21 business days to reflect in your bank account.

We are entitled to refuse a return if the unwanted product is returned damaged, not in a re-saleable condition or missing any accessories.

Our courier is entitled to refuse collection of a product that is not properly packaged for transport. The original courier fee will not be refunded.

 

3. CANCELLATION OF ONLINE PURCHASES

If for any reason you would like to cancel an order before delivery, this may be done by emailing returns@weareegg.co.za.
You can cancel your order at any time and depending on where the order is in the courier process, we will do everything in our power to cancel the order. 
Once your order has been dispatched and has been handed over to our courier we will only be able to process a cancellation and refund when the items are back at one of our EGG stores.
If your items have already been dispatched to the courier for delivery when you request a cancellation, you will need to accept the delivery and will have the right to return the products in accordance with the provisions of paragraph ‎2 above.
If you cancel your payment for any reason or if your payment card should cease to be valid for whatever reason, you will remain liable for the full purchase price, including all related costs.
We reserve the right to cancel any sale for any reason whatsoever. Courier costs from online purchases are non-refundable should you choose to cancel your order after delivery.

 

4. NOT WHAT YOU ORDERED ONLINE

If we accidentally deliver the wrong item to you, or if the product is not as described on the Website or App, please notify us and we will arrange for a courier to collect the product from you at no charge. If the product is missing any accessories or parts, you will need to follow the process noted in ‎5 below.

Once we have inspected the product and validated the return, we will deliver the correct product to the customer as soon as possible (provided that the correct product is available); or authorise a refund within 5-10 business days from the date that the return is validated.  Please bear in mind that if a refund is due to you it can take up to 21 business days to reflect in your bank account.

 

5. PRODUCTS DAMAGED ON DELIVERY

Should a product be damaged or missing any parts or accessories at the time of delivery/collection, please notify us within 10 business days of such delivery / collection by logging a return on the Website.

We will arrange to collect the product from you at no charge. Once we have inspected the product and validated your return, we will at your choice repair / replace the product as soon as possible (if such repair is possible/ we have the same product in stock to use as a replacement) or credit your account with the purchase price of the product (or refund you if that is your preference). Please bear in mind that if a refund is due to you it can take up to 21 business days to reflect in your bank account.

 

6. RETURNS & REFUNDS – Click & Collect

The provisions of paragraph 2 above shall apply to all refunds, returns or exchanges on items purchased via our click and collect solution provided that you have your Click & Click order number or a valid, original electronic receipt or gift receipt. The provisions of paragraph ‎5 above shall apply in the event that any product is damaged or missing parts at time of collection.

 

7. PRODUCTS NOT ELIGIBLE FOR RETURN

For hygiene reasons and your safety, we cannot refund or exchange earrings, body piercing products, hair accessories (which include, but are not limited to hair pins and headbands), head gear (which include but are not limited to hats, beanies, head scarves, headphones),  swimwear, underwear bottoms, cycling shorts, make-up and other cosmetic or beauty products, socks, hosiery, bodysuits, toiletries, hair and beard products or face masks or creams, food items.

We cannot refund or exchange customised, personalised, resized, engraved, repaired or special order products.

 

8. FAULTY RETURNS:

Defective products, subject to inspection, can be returned and refunded or exchanged within 6 months of date of instore purchase or date of delivery to you or collection by you in the case of an online purchases (except in the case of an extended warranty) if:

  •  You have the valid, original receipt, till slip or gift receipt or you are able to show a valid, electronic proof of purchase on your mobile device.
  •  It has a manufacturing fault discovered on assessment;
  •  The products have been used for its intended purpose and cared for as per the instructions on the wash/care label and/or the manual where one is included in the product packaging.

If upon inspection it is found that the items are not defective you will not be entitled to a refund, repair or exchange. You may be liable for the direct costs incurred.

 

9. EXTENDED WARRANTY (stipulated on the packaging or product manual)

A product may have a supplier warranty that extends beyond the 6 months. If such a product turns out to be defective more than 6 months after delivery / collection, please notify us as soon as reasonably possible after you become aware of the defect, but in any event within the extended supplier warranty period after delivery /purchase of the product. 

Unfortunately, we cannot facilitate returns that fall outside of the extended supplier warranty period. 

Please note that any extended supplier warranty is subject to whatever terms and conditions the supplier or manufacturer may impose. These are usually stated in a brochure or leaflet inside or on the product packaging. It is your responsibility to make yourself aware of any such terms and conditions. 

It is also important to note that it will be in the supplier or manufacturer’s discretion to repair or replace the item, or to refund you. EGG is under no obligation to provide you with a credit, repair / replacement for any return logged after six months, as your remedy lies with the supplier or manufacturer.

 

10. COOLING OFF PERIOD

As part of the Electronic Communications and Transactions (ECT) Act, you may be entitled to cancel any of your purchases made through any of our social media channels without reason or penalty within 7 days of delivery either by returning the unwanted products to any one of our EGG stores or by logging the return by way of direct messaging on Instagram

We reserve the right to recuperate any direct costs of returning of the goods.

Our courier is entitled to refuse collection of any product that is not properly packaged for transport.

Once we have inspected the product and validated your return, we will process the refund or exchange within 10 business days of receipt of the returned product by EGG.  Please bear in mind that your refund will be processed using the same payment method used by you for the purchase, as indicated on your electronic receipt. Refunds can take 21 business days to reflect in your account.

We are entitled to refuse a return if the unwanted product is returned damaged, not in a resaleable condition or missing any accessories.