Standard
Returns Policy
We want you to be happy with your
purchase. If you are not completely satisfied, you can return the product to us
and we will either repair/replace it, or credit your account, subject to the
below terms. This Policy applies to products bought from Lantador itself and
from Third Party Sellers. Please note that eBooks and Online Course Codes are
dealt with separately in section 5 below.
Certain parts of this Policy do not apply to Unboxed Deals,
reconditioned products or used products, and this is indicated in the relevant
sections below. Unboxed Deals are returned products that are offered for sale
at discounted prices, because their original packaging is damaged, unsealed or
missing, or the products show signs of handling and/or re-packaging.
This Policy forms part of the Lantador Terms and Conditions, and so
words defined in the Terms and Conditions have the same meaning in this Policy,
unless the context indicates otherwise. Nothing in this Policy is intended to
limit your statutory rights in any way.
Preparing your products for a return
To ensure your request is processed as quickly as possible you are
responsible for the following when returning your products;
·
package your products safely and
securely for protection during transit;
·
clearly mark your return reference
number on the outside of the parcel; and
·
include all accessories and parts
that were sold with the product.
Failure to adhere to any of these requirements could delay the
processing of your request or result in its decline altogether.
1: Unwanted products
You can return an unwanted product to us at no charge, provided:
·
it is undamaged
and unused, with the original labels and stickers still attached;
·
save in relation to Unboxed
Deals, reconditioned products and used products, it is in the original packaging, which must be undamaged and in its
original condition with all seals still intact (if applicable). Please refer to
our FAQs for some examples[BM1] ;
·
it is not missing any accessories or parts;
·
you log a return on the Website within 30 days of delivery to you or collection by
you of the unwanted product. After 30 days, you can only return a product if it
is defective; and
·
it is not one of the products listed
below.
Changed your mind?
Where you have changed your mind and would like a credit for a product,
you can return it – provided the product is not:
·
a digital product such as an
eBook, electronic voucher, gaming code or other digital download;
·
an audio or video recording or
computer software that has been unsealed;
·
a newspaper, periodical or magazine;
·
a foodstuff, beverage or other
product intended for everyday consumption;
·
a nursing or maternity product,
an infant bottle, infant feeding product or bottle accessory that has been
unsealed, including (but not limited to) breast pumps, bottles, teats,
soothers/pacifiers, formula, maternity underwear, nappies and wipes;
·
a beauty product or fragrance
which has been used;
·
an intimate product, lingerie,
swimwear, bodysuit, underwear or jewellery for piercings, which for hygienic
and public health reasons may not be returned; or
·
a product which has been personalised
for you or made to your specifications; or
·
a flatpack furniture product that has
been assembled after delivery.
We will collect the product from you at no charge. Once we have
inspected the product and validated your return, we will credit your account
with the purchase price of the product within 10 days of the return (or refund
you if that is your preference).
Want to exchange?
Fashion and sportswear products can be exchanged for a different size or
colour variation, provided that such variation is available. An Unboxed
Deal, reconditioned product or used product can only be exchanged for a
variation of the same Unboxed Deal, reconditioned product or used product,
if such variation is available. In such a case, we will collect the product
from you and deliver the requested product to you at no charge. If such
variation is not available, we will credit your account with the purchase price
of the product within 10 days of the return (or refund you if that is your
preference).
We are entitled to inspect the product to validate your return. Please
refer to our FAQs for some advice on making sure that your product is
returnable under this section.
Not what you ordered?
If we accidentally deliver the wrong product to you, or if the product
is not as described on the Website, please notify us and we will collect the
product from you at no charge. If the product is missing any accessories or
parts, you will need to follow the process set out in section 2 below. Once we
have inspected the product and validated your return, we will at your choice
deliver the correct product to you as soon as possible (if the correct product
is available); or credit your account with the purchase price of the product
within 10 days of the return (or refund you if that is your preference).
2: 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 7 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).
3: Defective products
We do our best to ensure that the products we deliver to you are of a
high quality, and in good working order and without defects.
What
is a defect? A defect is a material imperfection in the manufacture of a
product or any characteristic of a product, which makes the product less
acceptable than one would reasonably be entitled to expect in the
circumstances. Please refer to our FAQs for some examples.
The following will NOT be regarded
as defects and will not entitle you to a return under this section 3:
·
faults resulting from normal wear and
tear;
·
damage arising from negligence, user
abuse or incorrect usage of the product;
·
damage arising from electrical surges
or sea air corrosion;
·
damage arising from a failure to
adequately care for the product;
·
damage arising from unauthorized
alterations to the product;
·
where the specifications of a
product, although accurately described on the Website and generally fit for its
intended purpose, do not suit you; and
·
in relation to Unboxed Deals or used
products, signs of handling and/or repackaging.
Standard Warranty
If you have received a product which turns out to be defective or
otherwise of poor quality (save for direct warranty products which are
discussed below), please notify us as soon as reasonably possible after you
become aware of the defect or poor quality, but in any event within
6 months after delivery / collection of the product (except in the case of
an extended supplier warranty, which is set out below).
You can do so by logging a return on the Website, and 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
(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). If the repair / replacement takes
longer than 21 days, we will get in touch with you to see if you would rather
receive a credit / refund.
Where there is no extended supplier
warranty period, unfortunately we cannot facilitate returns that fall outside
of the 6-month period.
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. Lantador
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 Lantador. Some examples include Dell, Nespresso, Xbox
and PlayStation products.
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 Seller. Our
Customer[BM2] 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.
4: 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 Lantador
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. Lantador
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 Lantador 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. Lantador 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.
5: eBooks and Online Course Code Returns
eBooks
and Online Course Codes are treated differently to other products when it comes
to returns, given their digital nature and the fact that technical knowledge of
eBooks and/or the Online Course registration process may be required to assist
you if the eBook or its Link, or Online Course Code does not work. Once
you purchase an eBook or Online Course Code, 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 or in utilising the Online Course Code, in
accessing, opening or reading the eBook / Online Course Code, or if the eBook /
Online Course Code is defective in some other way (missing pages, incorrect
book, code does not work etc), 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 or Online Course Code so that you can get a replacement eBook
of the same title or a replacement Online Course Code, as the case may be.
·
If the eBook or Online Course Code 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 Online Course
Code (or refund you if that is your preference).
6: Bundles
There are two types of bundles: a bundle consisting of products that
either we or you (as provided on our website) have combined together in a
single bundle (“Bundle Deal“); or a bundle
compiled by our supplier and supplied to us as a single unit (“Pre-packed Bundle“). All returns
relating to bundles are subject to the terms of this Policy as read with the
following provisions:
·
Bundle Deal – You may return a Bundle Deal as a whole or any of its component
products individually to us. If you qualify for a credit in respect of any
component product, we will credit your account with the actual purchase price
(after applying any applicable saving or discount) you paid for such a product
as displayed in your order history.
·
Pre-packed Bundle – Unless otherwise indicated by us, your return of a Pre-packed
Bundle will only be accepted if you return all of its component products to us.
Failure to do so may result in us declining the return of a Pre-packed Bundle.
7: 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 Lantador 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, payment by Instant EFT or COD (cash on
delivery) 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.