RETURNS

You are entitled to return purchased items within 7 days without incurring any penalties, as stated in The Electronics Communications and Transactions act of 2002 (Section 44).  You will be refunded the cost of the purchase (or equivalent exchange), less the shipping costs involved.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Types of goods that are exempt from being returned

We do not accept products that are intimate or sanitary goods, such as underwear (Including Socks). We also do not allow returns of hazardous materials, or flammable liquids or gasses, such as perfumes.

Additional non-returnable items:

·         Gift cards

·         Downloadable software products

·         Some health and personal care items

·         Any item that is not in its original condition, is damaged or missing parts for reasons not due to our error.

·         Any item that is returned more than 30 days after delivery

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. Should your method of payment be MoneyMart, the deductible fee of R10 will be deducted to your refund amount.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at returns@urbanguru.co.za.

Sale items

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Made to order items

Made to order items are not refundable.

Exchanges

We only replace items if they are defective or damaged.  If you need to exchange it for the same item, send us an email at info@urbanguru.co.za and send your item to: P.O Box 16042 Vlaeberg 8018.

We suggest you use shipping insurance and use a courier that offers parcel tracking. We do not guarantee we will receive your parcel.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item was not marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he/she will have to be notified about your return.

Shipping

To return your product, you should post your product to:

P.O Box 16042 Vlaeberg 8018.

We suggest you use shipping insurance and use a courier that offers parcel tracking. We do not guarantee we will receive your parcel.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an expensive item, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.