Essops will process your return request in the following circumstances:
If your purchase falls under the ECT Act, you may return an undamaged, non-defective product in the event that you change your mind about the product within 7 (seven) business days of delivery of products, which return shall incur a collection charge, equivalent to the initial delivery fee.
You may return a product if you have not had the opportunity to inspect the product and upon inspection the goods do not meet the type or quality reasonably expected from the agreement, within 10 (ten) business days of delivery free of charge. Essops may charge an additional fee for wear and tear.
You may return a product which is breaches the statutory warranty within 6 (six) months after delivery, free of charge.
Returns Procedure
Should you wish to a return a product, you will need to log a return request following the below procedure dependant on where your product was purchased.
If you purchased your product in one of our Retail stores or Online e-commerce Site, you are required to manually log a return with order details and pictures on the Returns Portal : www.essops.co.za/contact/product-returns/
Once your return request has been logged we will assess your return request.
As you agreed to inspect the product for defects or damage before accepting delivery, you are encouraged to submit photographic proof and you must provide full reasons for alleging that the product is defective, including stating how the product was utilised during the period that it was in your possession.
Should we be of the opinion that your product is returnable we will contact you to arrange collection or advise you if you may drop off the product at one of our distribution centres or stores (product and store dependant)
Once the return has reached our warehouse or store, the product will be inspected before the return is processed.
If you have proven that the statutory warranty has been breached, you may choose a refund, store credit, repair or an exchange if possible.
If you have proven that any of the extended warranties have been breached, we may offer you a repair, exchange or store credit at our discretion.
Should you wish to elect a refund, the refund be processed only once you’ve provided our accounts department with confirmation of bank details by way of bank confirmation letter and your bank details have been verified.
All refunds will be processed every Friday, allowing 2 – 4 business days for the funds to reflect once the credit has been processed.
Essops will evaluate the defect and honour warranties if:
The defect existed at the time of delivery or collection and manifested during the warranty period;
The defect did not arise due to normal wear and tear or misuse/abuse by the customer;
The customer duly complied with the care instructions and maintenance.
Please take note that for public health reasons, we do not allow the return of linen and bathroom products. If, however, your linen and bathroom products arrive damaged we will refund or replace them when we are at fault.
In addition to a product being returnable in terms of the Returns Policy above, if for any reason the customer wishes to exchange or return their homeware purchase, the customer may do so within 10 business days of purchase. Goods must be returned in their original condition and packaging along with the original invoice. The customer may choose to either exchange the homeware purchase or take a store credit for the value of the homeware goods.
Return and exchange of homeware products in line with this section must be done so in-store at your nearest retail store.
For public health reasons, we cannot accept the return or exchange of linen or bathroom goods.
It is acknowledged that exchanges are subject to homeware product availability at the time of the request for exchange.
Physically altered or partially disassembled product may not be returned or exchanged. Essops will check the condition of products presented for exchange or returned accordingly.
