Returns Policy & How to log a Return

THE RETURNS PROCEDURE

  1. Log a return within 30 days of the order being delivered.
  2. Once your return has been logged you will receive an email to confirm that our courier partners will contact you to arrange collection.
  3. Please ensure that the item(s) are packed in the packaging they were received in, or that they are easily identifiable with the inclusion of the order number associated to that item.

CRITERIA TO RETURN

Criteria to return an item:

    1. Return must be logged within 30 days of the item being delivered.
    2. The item is in a re-sellable condition.
    3. The item being returned qualifies for return.
    4. The item is in its original packaging with labels attached.

The only non-returnable items that we will accept are:

    1. Defective Product or Incorrect Product delivered, provided that it is in its original packaging with all labels attached.

    Non-returnable Products include, but are not limited to:

    1. Cosmetics and fragrances
    2. Underwear
    3. Swimwear
    4. Earrings for pierced ear
    5. Adult Shop Items

     

  1. All other Products marked with a disclaimer – This item does not qualify for return according to our Returns Policy.

  2. Should you return a non-returnable Product, we shall not be obliged to accept your return. We shall reject the return and make the same available for collection from the specific store at your cost. Should the Product not be collected within 1 month from notice to collect, we will have no alternative but to destroy the Product for public health reasons.

  3. *Special conditions apply in respect of returns of defective products
    Log a return within 30 days of the order being delivered:

  4. Once your return has been logged you will receive an email to confirm that our courier partners will contact you to arrange collection. Please ensure that the item(s) are packed in the packaging they were received in, or that they are easily identifiable with the inclusion of the order number associated with that item. Collection and return to the specific store can take up to 4 working days for Main centers and 8 working days for Outlying/Regional areas from date of logging return. Once the returns have reached our warehouse, each of the items in your return will be inspected before the return is processed and the refund or store credit initiated.

Important Notes on Refunds

Store credits will be sent immediately via email and cash refunds can take up to 7 working days to reflect depending on method of refund and banking institutions. You will receive a cash refund or store credit (Your choice) for the rand value of the Product you paid.

A Coupon discount is applied proportionally across the items in your cart. In the event that you return 1 or some of the items in your Order where you have redeemed a Coupon, the proportional discount applied across those Items, will not be refunded to you, or credited to your account. Please refer to the specific coupon’s terms and conditions to understand whether the coupon will be reinstated and the relevant terms that will be applied.

We cannot refund you in cash for that portion of the purchase price which you paid using the Gift Voucher, but we will credit your account.

Further Notes

We will send a courier to collect returns logged within the 30 day return period free of charge. Should you wish to return something after the 30 days please contact our helpful Customer Loyalty team who will advise you.

You cannot exchange a Sale Product, as we cannot guarantee that there will be sufficient stock.

All products (including certain non-returnable items) can be returned if they are faulty, not fit for their intended purpose or do not match the sample or description. These products need to be returned in their original packaging with all labels attached. Please contact our delightful Customer Loyalty team should you receive a faulty product and they will assist you with the process.

We require that promotional free gifts, received with purchases, are returned to us when the purchased item is returned. Please ensure that you log a return for the free gift to ensure that your returns are processed speedily.

All products under guarantee/warranty must be returned along with the original packaging and guarantee/warranty forms. We are unable to have these items repaired/replaced by our suppliers or manufacturers without all relevant pieces and may be unable to accept or process your return. Please refer to the product guarantee/warranty card for further information.

If a personal item or parcel meant for another retailer is returned to us in error, we will provide you with two options: You can arrange collection at your cost from our store or we can discard the unwanted items on your behalf. Should you wish to arrange collection of the item, we will provide you with a reference number, which you must ensure that your courier quotes upon collection. Should you not collect within 30 days of us contacting you, we will have no further option but to discard.

* Special conditions applicable to returns of defective/faulty products: Defective products can be returned up to 6 months of delivery date by contacting our Customer Loyalty team who will advise you accordingly.

A “Defective Product” is one which contains a material imperfection in the manufacture or design that renders the product less acceptable, useful or safe than reasonably expected under the circumstances. A product is in a defective condition if it is dangerous to the user or to the consumer, when used in the prescribed way and/or for the purpose for which it was manufactured or designed. The product must be defective in itself (due to manufacture or design fault) and not damaged due to inappropriate use. When returning a product after the 7 day returns period, a customer must provide full reasons for alleging that the product is defective, including stating how the product was utilized during the period that it was in the customer’s possession.

Where you request a repair / replacement of an Unboxed Deal, reconditioned product or used product and a repair is not possible, we will see if we have a replacement Unboxed Deal, reconditioned product or used product in stock (which is the same product, of the same nature and type, as the one sold), but if we do not, we will credit / refund you. A product in perfect condition (that is not an Unboxed Deal, reconditioned product or used product) is not the same product as an Unboxed Deal, reconditioned product or used product. This is why Unboxed Deals, reconditioned products and used products are discounted, compared to products in perfect condition.

Extended Supplier Warranty (stipulated on product page)

A product may have a supplier warranty that extends beyond the 6 month Standard Warranty. If such a product turns out to be defective more than 6 months after delivery / collection (save for direct warranty products which are discussed below), 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 / collection of the product.

You can do so by logging a return on the Website, and we will facilitate your return of the product to the supplier at no charge. 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 what remedy it can offer you. BuyBlack is under no obligation to provide you with a credit, repair / replacement, as your remedy lies with the supplier or manufacturer. However, since we want your experience to be as good as possible, if the supplier or manufacturer has offered you a repair / replacement within the applicable extended supplier warranty and it takes longer than 21 days, we will get in touch with you to see if you would rather receive a credit / refund directly from us.

PLEASE NOTE: Unboxed Deals, certain reconditioned products and used products do not have extended supplier warranties and this will be made clear on the product description page.

Direct Warranty (stipulated on product page)

A direct warranty product is a product for which the relevant manufacturer wishes to manage defective returns itself, directly with the customer, and not through BuyBlack.

If a direct warranty product turns out to be defective or otherwise of poor quality, please notify us and we will provide you with the relevant manufacturer’s contact details. Alternatively, you can notify the relevant manufacturer directly if you already have its details. The relevant manufacturer will then assist you further, but if you have any difficulty, please let us know and we will be happy to assist you where we can.

Damaged or defective Large Appliances items can be returned within 7 days in accordance with our returns policy. After 7 days the supplier will come to you to inspect the product and assist you with a possible repair, replacement or refund. In the event of a refund, it will be done by BuyBlack. Our Customer Service Team will provide you with the supplier details when you as customer log the problem.

Other than this, the same limits and general principles of the standard warranty and extended supplier warranty apply to direct warranty products.

Gift Vouchers & Coupons

There are two types of Coupons: a Coupon with a fixed amount of a discount, e.g. R100 off (“Fixed Coupon”), and a Coupon with a percentage discount, e.g. 10% off (“Percentage Coupon”).

Where you have used a Fixed Coupon to pay for an order, and you or BuyBlack later cancels your order (or part thereof) prior to delivery of the relevant product(s), or you log a return of one or more products for a credit in accordance with the Returns Policy, the value of the Fixed Coupon will be deducted off the purchase price of the cancelled or returned product(s) (as applicable), and we will credit your account for the balance, if any (or refund you if that is your preference). We will also provide you with a replacement Fixed Coupon of the same value as the original Fixed Coupon used. BuyBlack may in its sole discretion impose restrictions on the use of the replacement Fixed Coupon. For any subsequent cancellations or returns arising out of the same order, we will credit your account as normal with the value of the returned product (or refund you if that is your preference).

Where you have used a Percentage Coupon to pay for an order, and you or BuyBlack later cancels your order (or part thereof) prior to delivery of the relevant product(s), or you log a return of one or more products for a credit in accordance with the Returns Policy, the value of the discount received using the Percentage Coupon will be deducted off the purchase price of the cancelled or returned product(s) (as applicable), and we will credit your account for the balance, if any (or refund you if that is your preference). We will also provide you with a replacement Fixed Coupon of the same value as the discount received using the original Percentage Coupon. BuyBlack may in its sole discretion impose restrictions on the use of the replacement Fixed Coupon. For any subsequent cancellations or returns arising out of the same order, we will credit your account as normal with the value of the returned product (or refund you if that is your preference).

Wherever you have used a Gift Voucher to purchase a product that you later return for a refund in accordance with the Policy, we cannot refund you in cash for that portion of the purchase price which you paid using the Gift Voucher, but we will credit your account.

eBooks Returns

eBooks are treated differently to other products when it comes to returns, given their digital nature and the fact that technical knowledge of eBooks registration process may be required to assist you if the eBook or its Link does not work. Once you purchase an eBook, we will only allow you to return it if defective.

Any defect in an eBook or its Link shall be dealt with as follows:

Should you experience any problems in using the Link to access the eBook in accessing, opening or reading the eBook, or if the eBook is defective in some other way (missing pages, incorrect book), please report the problem to us as soon as reasonably possible after you become aware of the problem, but in any event within 6 months of purchase. This will create a support request for you.

We will then investigate the possible cause/s of the problem and how to rectify them. We may need to liaise with the relevant service providers to assess and rectify the problem or to issue you with a new Link so that you can get a replacement eBook of the same title as the case may be.

If the eBook is defective, we will at your choice replace it (if such replacement is possible) or credit your account with the purchase price of the eBook (or refund you if that is your preference).

 

Charges and refunds

If you return a defective product (excluding eBooks) to us, but you fail to return all of the accessories and parts that were sold with that product, we are entitled to (subject to applicable law) refuse the return, or only to replace the item that you did return; or to estimate the value of the missing accessories and parts and to credit or refund you in respect of the returned item only.

If you return a product (excluding eBooks) that does not comply with this Policy, you may be liable to reimburse BuyBlack for the cost of collecting the product from you and the cost of having the product returned to you.

Under no circumstances will donations you make on our Website, or any goodwill credit you may receive from us, be refunded.

Please note that we only refund to the payment method that you originally used – i.e. payment by credit card will be refunded to the same credit card or payment by Instant EFT will be refunded to your nominated bank account, and payment by Discovery Miles or eBucks will be refunded to your Discovery Miles or eBucks account.

Privacy Settings
We use cookies to enhance your experience while using our website. If you are using our Services via a browser you can restrict, block or remove cookies through your web browser settings. We also use content and scripts from third parties that may use tracking technologies. You can selectively provide your consent below to allow such third party embeds. For complete information about the cookies we use, data we collect and how we process them, please check our Privacy Policy
Youtube
Consent to display content from Youtube
Vimeo
Consent to display content from Vimeo
Google Maps
Consent to display content from Google
× How can We help you?