Thank you for choosing The H Word (Pty) Ltd.
If you’re looking to return or exchange your order for whatever reason, we’re here to help!
We offer free returns within 3 days of items being delivered or in the event of the items being damaged during delivery of your selected courier service. You can return your product for store credit, a different product, or a refund.
Please note the following exceptions to our return and refund policy:
- Discounted items are final and cannot be returned or exchanged.
- Returned items must have labels still attached and be returned in original product packaging.
- Returned items must have no visible signs of wear or use.
- The costs and risk of courier to return the items will be on the customer once the free returns period lapses.
- A 20% fee is deducted from all returned items to cover administrative fees and loss of packaging accessories. (This is applicable during the free return period).
- A 10% item fee is required for all exchanges. (This is applicable during the free return period).
- The returning and exchanging of incorrect orders shall be free unless there is visible proof of items having been utilised.
- Should the customer fail to recieve their order from their chosen courier or fail to be at an agreed upon pick-up point on three separate occasions, resulting in their order being returned to The H Word, the customer will not be refunded for their order and costs for delivery, should they want thir order resent, will be charged to the customer.
- If an order is returned in the manner described above, the customer will have two weeks to claim their order or it will be donated or resold.
To initiate a return, please complete the following steps:
- Reply to your order confirmation email to request which products you would like to return.
- Upon response from The H Word indicate whether you would like an exchange or refund.
- Once confirmation on acceptance of returns has been received, please send all items you wish to return back to us as indicated.
- Once items have been received and inspected; a refund payment or exchange shall be made.
- In the event that an inspection proves the items have been in use, our return policy exceptions shall apply and costs to have items returned to you, shall also apply to you.
RETURNS FREQUENTLY ASKED QUESTIONS
- How long will it take to receive a refund, replacement product, or store credit?
Once a returns confirmation email has been received and the items have been delivered back to The H Word;
- A returns payment will be made within 24 – 48 hours and proof of payment emailed.
- Product replacements will occur within 5 days.
- Store Credit will be usable within 24 – 48 hours.
- What happens in the event that I receive the incorrect order?
In the event that the order you received is in fact not yours, please follow the above steps to initiate a return.
CONTACT US
If you have any questions about our Returns and Refunds Policy, please:
- Visit this page on our website: www.thehword.co.za/
- Send us an email: info@thehword.co.za
Return and Refund Policy last updated 01 July 2022