Hyarcs Investments (PTY) Ltd ("COMPANY") Returns Policy
Effective Date: October 02, 2024
At Hyarcs Investments (PTY) Ltd T/A Stockroom ("COMPANY"), we strive to ensure a seamless shopping experience. If you are not completely satisfied with a product, you may return it under the conditions specified below. This policy applies to products purchased through our platform, including both website and app.
This policy is part of our Terms and Conditions. By using our platform, you agree to this Returns Policy. This policy does not intend to limit your statutory rights in any way.
1. Unwanted Orders
Order Cancellation: You can cancel an unwanted order within 24 hours of placing it at no charge, provided it has not yet been marked as "out for delivery" or accepted by you.
Post-Dispatch Cancellations: If the order has already been dispatched, it cannot be canceled and must follow the return process outlined below.
2. General Returns
You may return a product to the nearest COMPANY Distribution Center, provided the following conditions are met:
The product is undamaged, unused, with all original labels and stickers intact.
The product is in its original packaging, undamaged and in its original condition, with all seals still intact (if applicable).
All accessories and parts included in the original package are returned.
The product is not listed in Section 3 - Products Not Eligible for Return.
A return request is logged on our website or app within 3 days of delivery or collection.
Customer Responsibility: The customer is responsible for returning the product to the nearest Distribution Centre. Shipping costs for the return are to be borne by the customer unless otherwise specified.
Refund Process: Upon inspection and validation of your return, we will refund the amount to your account within 8 working days. Note that refunds will be subject to a 10% deduction of the purchase price plus handling charges. COMPANY reserves the right to refuse returns that are damaged, not in resalable condition, or missing any accessories.
Not What You Ordered? If we mistakenly deliver the wrong product or if the product does not match its description on our platform, please notify us within 3 days of delivery. We will arrange for the incorrect product to be collected from you at no charge. Once we inspect and validate the return, we will either deliver the correct product or refund your account within 7-10 working days, without the 10% deduction and handling charges in this case.
3. Products Not Eligible for Return
The following products are not eligible for a refund, exchange, or credit:
Electronic Vouchers
Books
Intimates, lingerie, swimwear, bodysuits, or underwear
Jewellery for piercings
Used beauty products or fragrances
Food, beverages, or products intended for everyday consumption
Customized or personalized products, unless defective.
4. Products Damaged on Delivery
If a product is damaged at the time of delivery or collection, log a return request on our website or app immediately. Any damages reported after 3 business days of delivery will not be accepted.
Collection and Inspection: We will arrange to collect the damaged product from you at no charge. Once the product is inspected and the damage is validated, we will either repair, replace, or refund your account within 8 working days.
Refunds for damaged items will not be subject to the 10% deduction or handling charges.
Repairs and replacements may take longer, depending on parts availability.
5. Defective Products
We are committed to delivering products that are of high quality and free of defects. However, if you receive a defective product, the following conditions apply:
5.1 What is a Defect?
A defect refers to a material imperfection in the manufacture of a product that makes it less acceptable than one would reasonably expect. The following will NOT be considered defects:
Damage caused by normal wear and tear.
Damage arising from negligence, misuse, or incorrect usage of the product.
Damage from electrical surges or environmental factors (e.g., sea air corrosion).
Damage due to unauthorized alterations to the product.
5.2 Standard Warranty
If a product is found to be defective within 6 months of delivery or collection, you may log a return request through our platform. Upon receiving the product at our Distribution Center, we will inspect and, if the defect is confirmed, either:
Repair the product.
Replace the product.
Refund your account within 8 working days (subject to a 10% deduction and handling charges if the refund is opted for).
Please ensure the product is properly packaged for return, along with all accessories. COMPANY reserves the right to refuse items not adequately packaged for transport.
5.3 Extended Supplier Warranty
Some products may come with a supplier warranty extending beyond 6 months. If such a product is defective after this period, COMPANY is under no obligation to provide a refund, repair, or replacement. Your remedy lies with the supplier or manufacturer as per the warranty terms.
6. Cosmetics
Cosmetics are any products associated with the beauty and wellness industry.
Upon delivery, the client must inspect the product and notify the delivery person of any dissatisfaction. If the client accepts the product, they will sign for it, and the delivery person will document its condition.
The company will not accept the return of any used cosmetic product or take responsibility if the defect is not reported during delivery.
COMPANY reserves the right to assess each return request on a case-by-case basis.
7. Cancellations
If items are cancelled from your order due to an inventory error, you will be notified via email, and a refund will be issued within 8 working days. Refunds in this case are not subject to the 10% deduction or handling charges.
8. Failed Delivery or Expired Collection
If we are unable to deliver your order due to lack of response or failure to collect from a pickup point within 7 days, the order will be cancelled and returned to the warehouse. A refund will be issued subject to a 10% deduction and handling charges.
9. Contact Information
For any questions or assistance with returns, please contact us through our website:
Business Hours: 09:00 AM - 5:00 PM, Monday to Friday (Closed on Saturdays & Sundays)
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