Refunds and Returns
RETURNS WITHIN 14 DAYS OF RECEIPT OF GOODS
BLOCK Shop strives to ensure that you are happy with the product you have purchased and if on reflection you decide to return your product, we will endeavour to assist you. You may return most of our products in their new, unopened, undamaged and unused condition within 14 days of delivery for a full refund. Second hand goods must be returned in sealed Zip-locked bags and must include any boxes/instructions/extras it came with. Please send an email to firstname.lastname@example.org and we will assist you to return the goods to us. You may incur a cost to courier the product back to us.
Please note the following:
- Sale items cannot be returned, exchanged or refunded.
- Gift Cards cannot be exchanged or refunded.
- New Goods - No opened boxes can be returned, exchanged or refunded.
- New Goods - No damaged boxes can be returned, exchanged or refunded. A damaged box is any box that has noticeable scratches, dents, holes/tears, creases and/or any noticeable change to shape and/or overall integrity of the box.
WRONG ITEM DELIVERED
If we accidentally deliver the wrong product to you:
Please do not remove the product from its original packaging or any of the labels.
Notify us immediately via email at email@example.com and we will collect the product from you at no charge.
YOU CAN THEN DECIDE IF YOU WOULD LIKE US TO:
- Deliver the correct item to you as soon as possible (if available); or
- Send you a voucher for the purchase price of the product; or
- Issue a refund (using the same method of payment you originally used for the purchase). Please note that a refund is not available if the item was received as a gift.
GOODS RECEIVED ARE DAMAGED
If your goods arrive in a damaged condition or are missing any parts, then we will do our best to resolve the issue. Please notify us within 7 days by sending an email with the below information to firstname.lastname@example.org
PLEASE SEND TO US IN AN EMAIL:
- Photograph of the outer box
- Photograph of the inside of the box, including the inner packaging; and
- Photograph of the damaged item.
If necessary, we will arrange collection of the product from you at no charge. Once we have completed our process and approved your return, we offer one of the following choices to compensate you:
- Replace the product (if available); or
- Issue a refund voucher for the purchase price of the product; or
- Issue a refund (using the same method of payment you originally used for the purchase).
Please note that a refund is not available if the item was received as a gift.
HOW TO RETURN GOODS TO US
There are different methods of returning goods. You must contact us via email@example.com before you return your item and can use any one of the options listed below:
- You may drop off the item at our store in Stanford. There is no cost associated with using this method;
- You may select a pick-up date and the item will be collected from you. We will charge a fee for this service.
HOW TO PACKAGE AN ITEM YOU WANT TO RETURN
The item to be returned must be packed in its original packaging in another box with as much padding as possible so that it can be returned safely to us. If the returning product has not been packaged properly and is damaged, then we simply cannot give you a refund. It is your responsibility to package the item safely.
How we handle your refund
RETURNS WITHIN 14 DAYS
You will be offered a BLOCK Shop gift voucher, a money refund or an exchange for another product listed on our site. Refunds are handled within 10 working days of us acknowledging your return (refunds can take up to 3 working days to reflect in your account).
Refunds are handled within 10 working days of logging the return with us and can take up to 3 working days to reflect in your account. Replacement products might take longer as it depends on whether we have stock available. Your exchange will be expedited to the best of our ability but we cannot guarantee availability.
GOODS PURCHASED WITH VOUCHERS OR E-GIFT CARDS
Gift vouchers cannot be refund in cash. We will either reinstate the used gift voucher or issue you with a new one if you choose to return the goods to us.
If you use a voucher to pay for an order and you later cancel the order (or part thereof) prior to delivery of the goods, or you return one or more goods in accordance with this policy, the value of the fixed voucher will be deducted off the purchase price of the cancelled or returned goods. We will credit you for the balance, if any (or refund you if that is your preference). We will also provide you with a replacement fixed voucher of the same value as the original fixed voucher used. We may in our sole discretion impose restrictions on the use of the replacement fixed voucher. For further information on restrictions on promotional vouchers, please see our voucher terms.
ONLINE TRANSACTIONS COOLING-OFF PERIOD
Section 44 of the Electronic Communications and Transactions Act (2002) may apply to your electronic transactions. If you qualify as a consumer under the ECT Act, you may be entitled to cancel some electronic transactions within seven days, without reason or penalty. 'Cancel' means each party will be placed in the same position that they were in before the transaction took place. This means that you have to return new, unused goods and we will refund the purchase price. Section 44 is only applicable if you are a natural person – in other words, a human being. You must also be the end user of the goods or service. The transaction must be an electronic transaction — a transaction concluded via (in whole or in part) the website, email, or SMS. You must return any goods in new condition with all original packaging and materials (including any accessories or parts). We will refund the purchase price of the goods within 30 days of the date of cancellation. Please send an email to firstname.lastname@example.org and we will assist you to return the goods to us.
For all customer service related queries please contact:
Telephone number: 065 626 5456
Email address: email@example.com
Address: R326, Blue Gum Country Estate, Stanford, Wester Cape, 7210
Monday to Thursday 09h00 to 17h00
Friday and Saturday 09h00 to 17h00
Sunday 10h00 to 14h00