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Returns Policy
Giving Customers Peace of Mind
You can have peace of mind!
First Shop only stocks quality branded goods. We are confident that you will be
satisfied with every purchase you make. If you experience any problem or
concern, please refer to the options provided for below. We are committed to
operate our business in terms of the Consumer Protection Act and all policies
are subject to the applicable law.
14
days exchange or refund policy
We will refund or exchange most
goods if you return them within 14 days of purchase. However, the goods must
still be in their original condition and packaging and you may not have used
them at all. If you purchased these goods on your own Firstshop.co.sz card you
don’t even need to provide your original invoice, we will find it for you!
Are
any goods excluded from the 14-day exchange or refund policy?
Yes, there are a few exceptions
due to hygiene reasons, applicable legislation or for reasons of cost
efficiency. The goods we exclude from the 14 day return and exchange policy
are:
· Software, CD’s, DVD’s and
pre-recorded videos are protected by copyright law. Unless there is a
manufacturing defect in the goods, you can only return these goods if they are
still in the original condition as sold and the packaging has not been opened
yet.
· Goods purchased by way of
special arrangement or custom order will only be replaced if defective
· Customers are encouraged to
ensure that measurements and specifications of custom made blinds are 100%
correct when ordering, as custom made orders cannot be refunded or exchanged if
incorrect sizes were provided
· Perishable goods that are
returned beyond their expiry dates
· Goods which are sold as red
ticket goods, damaged, defective, used or repaired, where we disclosed these
facts to you before you bought the goods
What
if the goods are unsuitable for the purpose I initially bought them for?
· If you indicated a particular
purpose for which you intend using the goods to a salesperson who confirmed
that you will be able to use the goods for that purpose, you may return the
goods within 10 working days after you purchased them if it turns out that the
goods are not suitable for the purpose you anticipated and indicated to the
salesperson
· Subject to our rights in law to
charge you for use and to get the goods fit for re-stocking, we will give you a
refund
What
can I do if the goods are defective?
· If your goods turn out to be
defective within the first 6 months after you received them from us, we will
repair them, replace them or give you a refund. Products may be returned to
your nearest Firstshop.co.sz store or alternatively we can help you to arrange
a 3rd party courier by calling +268 2409 0500. The courier service will be charged
at the going rate for your area and product specifications. Please note that it
may not be possible to determine in-store whether goods have been damaged or
what the cause of a failure or defect may be. This is of importance as it
determines whether the goods may be repaired, replaced or refunded.
Accordingly, we reserve the right to refer returned goods for technical
assessment by the manufacturer or authorised service centre prior to repairing,
replacing or refunding and to provide you with feedback within 10 days of
receipt of the returned goods and to act accordingly. We may arrange for the
assessment to take place at your home in the case of large appliances.
· If your goods show a defect
after the initial 6-month period, but still within the manufacturer’s warranty
period, Firstshop.co.sz will send the goods to the manufacturer for repair and
the manufacturer will decide whether you have a valid claim and if so, whether
they will repair or replace
· If the goods become defective
once the manufacturer’s warranty has expired, we can arrange with the
manufacturer or its agents to repair them. No repairs will be done without you
approving a quotation first
Are
there any conditions that apply to manufacturers’ warranties?
As with all warranties, certain
conditions and exceptions apply. Please take proper note of any terms or
instructions that accompany your goods. We explain two general conditions as
follows:
· Appliances, computers and
electronic equipment
o Goods that show a manufacturing defect within the first 6 months
of purchase will be repaired, replaced or refunded. We can book a service call
with the supplier on your behalf, if you phone in and request us to do this
o Defects that develop after 6 months may be repaired, replaced or
refunded at the manufacturer’s election, and subject to the relevant
manufacturer’s policy or extended warranty
o The nature of the goods (size, technical specifications, etc.)
often dictates where the repair will take place. For example, on site or at the
manufacturer’s premises
· Consumables
o Used consumables such as printer toners or cartridges may not form
part of the hardware being repaired and will thus not be replaced during repair
In
what instances will the manufacturer’s warranty not apply?
The manufacturer’s warranty
will only apply to defects in the process of manufacturing the goods and will
not apply in the following instances
· Damage caused by lightning or
power surges
· Damage caused by misuse or
abuse to the goods
· Goods used for a purpose other
than the purpose for which they were manufactured
· Goods used contrary to their
instruction manuals
· Accidental damage
How
will I be refunded?
Once we have accepted a return
and approved a refund, you will receive the refund in one of the following
ways:
· Credit note
· Electronic transfer directly
into your account (5 to 7 days)
· Cash (if the original payment
was made in cash)
· Credit card (by reversal back
to your credit card and subject to banking delays)