REFUND POLICY

How It Works

If you are unhappy with a product and it isn’t what you thought it was going to be, we ask that you contact us within 7 days of receiving your order by emailing vellies@bokkoms.co.za

Please quote

• Your order number
• Full name
• Please explain the reason why you are unhappy with the product.

If an item is faulty, please provide full details and photos.

RETURNING AN ITEM:

Please note we do not do refunds.
However, if you are unhappy with our product we will carefully consider each case and in the case of a positive call for a return, we ask the following:

• You as the customer are responsible for the payment of R100.00 per way for postage/shipping for returns (package size dependant) which will be invoiced to you and payment will need to be made beforehand.
• Please read these instructions on how to return an item:
  • The goods must be in their original packaging, undamaged, and the goods need to be packaged appropriately for transport (i.e. enough protective wrapping to ensure the product won't get damaged during transport). If we receive a damaged product (that left your hands undamaged) we unfortunately cannot refund you. All items must be returned in the condition that you received it, with all tags still attached and box packaging included where applicable. The item must be unassembled and unused and in saleable condition.
  • Once we receive your package and it is in a sellable condition, we will refund you with pleasure.
    • You will receive an email confirming that we have received your return and that you have been credited.

LATE RETURNS
An exchange should be requested within seven days of receiving your order. You should then return your item(s) within 7 days of stating your intent.

EXCHANGES
If you would like to exchange for another product, we will issue you with a gift card for the value of the item(s) returned and you can place a new order.

FAULTY GOODS
Goods are classified as faulty if they are received damaged. Please personally inspect packaging on delivery and note any damage on the receiving ticket before signing for it. If you have not opened the packages please write the words “unchecked” next to your name on the waybill.

Please report any shortages or damages within 24 hours from the time of receiving your merchandise in writing via e-mail. Please explain the problem or defect and include any photographs if possible so that we may best assist you.

It may be that only a replacement part is required instead of shipping the complete product back to us, which will be issued at our own discretion. Please note that damaged items as a result of wear and tear are not considered to be faulty. Please contact us within 24 hours of receiving your order if your item has been delivered in a faulty state. Queries placed outside of this timeframe may not qualify for a refund. If we do receive notification within this time frame, we will process an exchange for any faulty item received. Replacements can only be made once we have determined if there was a manufacturer defect or damage caused during transit. If you do receive a faulty item, we will arrange a pickup of this item free of charge and arrange for a replacement to be sent or and a voucher to be processed. If the pickup is agreed and you, the customer are not at the premises when the courier arrives, you will be charged a R80 unavailability charge as well as the price of the pick up: R100. Any future pickups will be at the customer’s cost.