INFORMATION

Refunds and Returns

Overview

Our refund and returns policy lasts 14 days. If 14 days have passed since your purchase, we can’t offer you a full refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. The packaging cannot have been opened.

We hold a retention sample of every batch of product that we make. We will have our chemist check this sample should you be unsure of your product.

To complete your return, we require a receipt or proof of purchase.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

If you still have not received your refund yet, please contact us at info@excellentinnovations.co.za.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@excellentinnovations.co.za.

If your goods are damaged on the way to you and you have used our courier, please take photos and send these to us. We will assess the photos and get in touch with the courier to sort this out for you.

If you have used our own courier or transport, you will need to take this up with them.

Shipping returns

To return your product, you should send your product back to our factory.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

 Need help?

Contact us at info@excellentinnovations.co.za  for questions related to refunds and returns.