If you are not completely satisfied with your DigitalMall.com purchase, please see our Standard Returns Policy to follow. We want you to be pleased with your purchase but if this is not the case, you have the option to return the product/s to us and we will either repair/replace or credit your account, subject to the below Returns Policy terms. This Policy applies to products purchased directly from DigitalMall.com, and not from Third Party Sellers. Please note that eBooks and Online Services will follow a separate returns policy as details in section five (5) below. This Policy forms part of the DigitalMall.com Terms and Conditions, whereby specific terms and wording defined in the Terms and Conditions will have the same meaning in this Standard Returns Policy unless the context indicates otherwise. To note, nothing in this Policy is intended to limit your statutory rights in any way.
Preparing your Products for Return
To ensure your request is processed as quickly as possible you are responsible for the adequate packaging and labelling of any items you wish to return. Please ensure to:
- Package your products safely and securely for protection during transit
- Clearly mark your return reference number on the outside of the parcel
- 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. 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).
Unwanted ProductsShould you have a change of heart and no longer want the product you have purchased, you can return unwanted items to us at no additional charge, provided that: The item is not damaged, it has not been used, and all original labelling, stickers, seals where applicable and packaging remain attached and intact. The item is returned together with all the included parts and accessories The request to return unwanted items is logged on the DigitalMall.com website within 30 days of the initial delivery or collection. Any returns logged after 30 days, may only be done should the item be defective and is not one of the products listed below. Products that do not qualify for returns include.
- a digital product such as an eBook, electronic voucher, gaming code or other digital downloads
- 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
- a product which has been personalised for you or made to your specifications
- a flatpack furniture product that has been assembled after delivery
Prefer to exchange?
Fashion and sportswear products can be exchanged for a different size or colour variation, provided that such variation is available. In such a case, we will collect the product from you and deliver the requested product to you at no additional 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 have accidentally delivered 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 additional 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).
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 additional charge. Once we have inspected the product and validated your return, we will at your request, 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).
We do our best to ensure that the products we deliver are of high quality, in good working order, and are 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 section:
- 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
If you have received a product which is 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 additional charge. Once we have inspected the product and validated your return, we will at your request, 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 confirm if you would like to continue to wait or rather opts to 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 assess if there is an alternative 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), however, if this is not possible, we will credit/refund you.
Extended Warranty (stipulated on the 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 DigitalMall.com. Some examples include Dell, Nespresso, Xbox, and PlayStation products. Should a direct warranty product 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 the appropriate information. The relevant manufacturer will then assist you with their warranty process. However, should you experience any difficulties, please get in touch with DigitalMall.com and we will be happy to assist you where possible. Damaged or defective Large Appliances items can be returned within 7 days in accordance with our returns policy. After 7 days the supplier will arrange an appropriate time to come and inspect the product and assist you with a possible repair, replacement, or refund. In the event of a refund, this will be facilitated by DigitalMall.com. Our Customer Service Team will provide you with the supplier details when logging the request. Outside of these unique circumstances, the same limits and general principles of the standard warranty and extended supplier warranty apply to direct warranty products.
Gift Vouchers & Coupon CodesThere are two types of Coupons: - a Coupon with a fixed amount of a discount, e.g. R100 off (“Fixed Coupon”) - a Coupon with a percentage discount, e.g. 10% off (“Percentage Coupon”)
Fixed CouponWhere you have used a Fixed Coupon to pay for an order, and you or DigitalMall.com later cancels your order (or part thereof) prior to delivery of the relevant product(s), or the logging of a return of one or more products for 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. DigitalMall.com 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).
Percentage CouponWhere you have used a Percentage Coupon to pay for an order, and you or DigitalMall.com later cancels your order (or part thereof) prior to delivery of the relevant product(s), or the logging a return of one or more products for 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. DigitalMall.com 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 and Online Services ReturnseBooks and Online Services 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 Service registration process may be required to assist you if the eBook or its Link, or Online Service Code does not work. Once you have purchased an eBook or Online Service 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 Service Code, in accessing, opening or reading the eBook / Online Service Code, or if the eBook / Online Service Code is defective in some other way (missing pages, incorrect book, code does not work etc), please report the problem to DigitalMall.com as soon as reasonably possible after you become aware of the problem, but in any event within 6 months of purchase. 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 Service Code, as the case may be. If the eBook or Online Service Code is defective, we will at your request replace it (if such replacement is possible) or credit your account with the purchase price of the eBook or Online Service Code (or refund you if that is your preference).
BundlesThere are two types of bundles: - a bundle consisting of products that either we or you (as provided on our website) have combined 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 DealYou 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 BundleUnless otherwise indicated by us, your return of a Pre-packed Bundle will only be accepted if you return all its component products to us. Failure to do so may result in us declining the return of a Pre-packed Bundle.
Charges and refundsIf you return a defective product (excluding eBooks), but 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 DigitalMall.com for the cost of collecting the product 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.
Consumer Protection ActIn terms of the Consumer Protection Act (CPA) section 56 (read with section 55), all goods purchased by a consumer are subject to an implied warranty of quality and suppliers cannot contract out of this provision. This means that a consumer has the right to receive goods which are: of good quality and are reasonably suited for the purpose for which they are intended. If within 6 months after a purchase, the goods are found to be in contravention of the above, a consumer is allowed any of the three R's