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RETURN POLICY

Quality is our priority. Our products are uniquely handmade and thus human error is a possibility. We value our customers and in the event that you are not completely satisfied we will do our very best to accommodate you.

A) Incorrect goods received 

In the unfortunate event that you receive an incorrect product, please follow the following steps to return the product;

  • Provide us with all necessary information such as description of incorrect product received, product which was initially ordered, physical address for collection and delivery and contact details.
  • Please ensure that the item is undamaged, unused and in its original packaging with all seals attached as at time the product was received.
  • All returned goods are inspected to ensure that they are undamaged, unused and in the original packaging.
  • Oliver Vagary reserves the right to refuse a return, should the product upon inspection show or reveal any signs of use, or has been damaged or is not in the original packaging with seals attached.

Courier costs for return and delivery of incorrect goods will be covered by Oliver Vagary. 

B) Damaged or defective goods 

If the product ordered and received is damaged or defective, you can request a return on the condition that;

  • Damage or defect is brought under our attention within 7 days from the date of receipt.
  • The item is unused with no further damage and in its original packaging with all seals attached as at time the product was received.
  • All returned goods are inspected to ensure that there’s no further damage, that it is unused and in the original packaging.
  • Oliver Vagary reserves the right to refuse a return, should the product upon inspection show or reveal any signs of use, or has been damaged further or is not in the original packaging.
  • A product defect specifically excludes damage arising from the following:
    • Damage arising from normal wear and tear or common carrying,
    • Damage arising from negligence, incorrect use or abuse of the product,
    • Damage arising from exposure to extreme temperatures,
    • Damage arising from exposure to solvents, acid, water or
    • Damage arising from inadequate care that could reasonably be expected,
    • Damage arising from any alterations to the product.

Courier costs for return and delivery of incorrect goods will be covered by Oliver Vagary.

C) Unwanted goods 

Please note that this return policy specifically excludes personalised or customised products.

You can request an exchange or a refund for an unwanted product on the condition that;

  • Contact us by logging a request for a refund / return via email to contact@olivervagary.com within 7 days from the date of receipt.
  • The item is undamaged, unused and in its original packaging with all seals attached as at time the product was received.
  • All returned goods are inspected to ensure that they are undamaged, unused and in the original packaging.
  • Oliver Vagary reserves the right to refuse a return, should the product upon inspection show or reveal any signs of use, or has been damaged further or is not in the original packaging.

Courier costs for return and delivery for unwanted goods will be the responsibility of the customer. Once unwanted product has been received and assessed by Oliver Vagary and after thorough inspection, the courier costs will be deducted from the total refund amount.

RETURN PROCESS

Once a request has been logged within our 7 day timeframe and the goods have been approved for a return, we will contact you to arrange collection with our couriers.

To ensure that goods are safely delivered and no loss is suffered by any party we do not recommend that the goods be sent via post office.

In the event that you prefer to post or courier the goods yourself, the following conditions will strictly apply:

  • Contact us at contact@olivervagary.com so that we can provide you with the postal address to which the goods must be posted / couriered to.
  • Customer will sent goods at own risk and will solely be responsible for any and all costs that pertain thereto.
  • Oliver Vagary will only be responsible once the goods have been received.
  • Please ensure that the goods are packaged carefully and with respect so that it will not be damaged in transit.
  • Please ensure that the following is included in the packaging: A copy of the original invoice and your return request number, which we will provide you with once a request has been logged.
  • Credits will only be processed once goods have been received.

 

INTERNATIONAL RETURNS

Customers from any country outside of South Africa, will bear any and all return-related costs for unwanted goods.

Oliver Vagary will gladly assist and advice our international customers with such returns.

Contact us via email to contact@olivervagary.com with all necessary information and we will offer assistance.