We strive to bring you quality products and ensure that each has gone through a thorough quality check, to ensure you are happy with your purchase. If you are in a position where you are not completely satisfied with the purchase, you can return the product to us and we will either replace it or credit your Ailia Isidora account, subject to the terms below. This policy applies to all products bought from Ailia Isidora. 

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This policy forms part of the Ailia Isidora Terms and Conditions and words defined in the Terms and Conditions have the same meaning in this policy unless the context indicates otherwise. Nothing in this policy is intended to limit your statutory rights in any way.

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1. Unwanted Products

You can return an unwanted product to us, provided that: 

• it is undamaged and unused, with the original labels and stickers still attached; 

• it is in the original packaging, which must be undamaged and in its original condition with all seals still intact (if applicable);

• it is not missing any accessories or parts;

• it is not listed in section 2 - Products not eligible for return; and 

• you log a return via email within 7 days of delivery to you of the unwanted product.

Our courier is entitled to refuse collection of a product that is not properly packaged for transport.  Once we have inspected the product and validated your return, we will refund you with the purchase price of the product within 5 days of the return, after deducting the collection fee.  Please bear in mind that refunds can take 5 - 10 working days to reflect in your account. We are entitled to refuse a return if the unwanted product is returned damaged, not in a re-saleable condition or missing any accessories. 

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Received what you didn't order?

If we accidentally deliver the wrong product to you or if the product is not as described on the Website or if it is missing any accessories, please notify us and we will collect the ‘not what you ordered’ product from you. 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 refund you with the purchase price of the product within 5 days of the return. 

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Charges for collection of unwanted or ‘not what you ordered’ products:

If you want to return an unwanted product, you will do so at your own cost. Alternatively, you can request for the collection of the additional unwanted product from Ailia Isidora via email, but this will be subject to a collection fee determined by us from time to time in our sole discretion (“Collection Fee”). Our Collection Fee is subject to change at any time without prior notice to you. You will always be notified of the collection fee prior to collection. The Collection Fee will be set-off and deducted by us from your refund amount.

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If you want to return a ‘not what you ordered’ product, your return of the product will be at no charge to you. You can simply log a return via email for the collection of the ‘not what you ordered’ product. If you want to return another ‘not what you ordered’ product that forms part of the same order, you will do so at your own cost. Alternatively, you can request for the collection of the additional ‘not what you ordered’ product from Ailia Isidora via email, but this will be subject to a collection fee determined by us from time to time in our sole discretion (“Collection Fee”). Our Collection Fee is subject to change at any time without prior notice to you. You will always be notified of the collection fee prior to collection. The Collection Fee will be set-off and deducted by us from your refund amount.

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Want to exchange?

Fashion and footwear products can be exchanged for a different size provided that such variation is available and additionally, that it is available at the same price as the product originally purchased. In such a case, we will collect the product from you and deliver the requested product at the applicable delivery fee. If such variation is not immediately available, we will refund you with the purchase price of the product within 5 days of you logging the return. 

 

We reserve the right to inspect the product to validate your return. Please make sure that your product is in a returnable condition (see unwanted products).

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2.  Products not eligible for returns

The following products are not eligible for a refund, exchange, or credit:

• electronic vouchers;

• intimates, lingerie, swimwear, bodysuits or underwear;

• jewelry for piercings;

• a beauty product or fragrance which has been used;

• products which have been personalised for you or made to your specifications, unless defective.

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3. Products damaged on delivery

Should a product be damaged at the time of delivery, please notify us of such delivery by logging a return via email within 48 hours. We will arrange to collect the product from you at no charge. Once we have inspected the product and validated your return, we will, at your choice, repair / replace the product as soon as possible (if such repair / replacement is possible) or refund you with the purchase price of the product. Credits and refunds are normally handled within 5 days of logging the return (bear in mind that refunds can take 5-10 working days to reflect in your account). Repairs and replacements could take longer, depending on parts / replacement availability.

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4. Defective products

We do our best to ensure that the products we deliver to you are of a high quality and 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 this section 4: 

• 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 unauthorised alterations to the product; and

• where the specifications of a product, although accurately described on the Website and generally fit for its intended purpose, do not suit you.

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Standard Warranty

If you have received a product which turns out to be defective, please notify us as soon as reasonably possible after you become aware of the defect, but in any event within 1 month after purchase of the product (except in the case of an extended supplier warranty, which is set out below). 

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You can do so by logging a return via email, and we will arrange to collect the product from you at no charge. Once we have inspected the product and validated your return, we will, at your choice, repair / replace the product (if such repair / replacement is possible) or refund your account with the purchase price of the product. Refunds are normally handled within 5 days of logging the return (bear in mind that refunds can take 5-10 working days to reflect in your account). Repairs and replacements could take longer, depending on parts / replacement availability.

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Please provide suitable packaging for returning the product (it need not be the original packaging), as well as all accessories that were sold with the defective item when you return it to us – regardless of whether you request a repair / replacement or a refund. Our courier is entitled to refuse collection of a product that is not properly packaged for transport. See section 6 below for more information on this. 

 

Where there is no extended supplier warranty period, unfortunately, we cannot facilitate returns that fall outside of the 1 month.

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Extended Supplier Warranty (stipulated on product page)

A product may have a supplier warranty that extends beyond the 1 month. If such a product turns out to be defective more than 1 month after delivery, please notify us as soon as reasonably possible after you become aware of the defect, but in any event within the extended supplier warranty period after delivery of the product. 

You can do so by logging a return via email, and we will facilitate your return of the product to the supplier at no charge. Unfortunately, we cannot facilitate returns that fall outside of the extended supplier warranty period. 

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Please note that any extended supplier warranty is subject to whatever terms and conditions the supplier or manufacturer may impose. These are usually stated in a brochure or leaflet inside or on the product packaging. It is your responsibility to make yourself aware of any such terms and conditions. 

Please provide suitable packaging for returning the product, as well as all accessories that were sold with the defective item when you return it to us – regardless of whether you request a repair / replacement or a refund. Our courier reserves the right to refuse collection of a product that is not properly packaged for transport. See section 6 below for more information on this. It is also important to note that it will be in the supplier or manufacturer’s discretion to repair or replace the item, or to refund you. Ailia Isidora is under no obligation to provide you with a credit, repair / replacement for any return logged after one month, as your remedy lies with the supplier or manufacturer. 

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5. Vouchers & Coupons

There are two types of Coupons: a Coupon with a fixed amount of a discount, e.g. R100 off (“Fixed Coupon”), and a Coupon with a percentage discount, e.g. 10% off (“Percentage Coupon”).

Where you have used a Fixed Coupon to pay for an order, and you or Ailia Isidora later cancels your order (or part thereof) prior to delivery of the relevant product(s), or you log a return of one or more products for a credit in accordance with this Policy, the value of the Fixed Coupon will be deducted from the purchase price of the cancelled or returned product(s) (as applicable), and we will refund you the balance, if any. We will also provide you with a replacement Fixed Coupon of the same value as the original Fixed Coupon used. Ailia Isidora 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 refund you with the value of the returned product subject to any applicable Collection Fee.

Where you have used a Percentage Coupon to pay for an order, and you or Ailia Isidora later cancels your order (or part thereof) prior to delivery of the relevant product(s), or you log a return of one or more products for a credit in accordance with this Policy, the value of the discount received using the Percentage Coupon will be deducted from the purchase price of the cancelled or returned product(s) (as applicable), and we will refund you the balance, if any. We will also provide you with a replacement Fixed Coupon of the same value as the discount received using the original Percentage Coupon. Ailia Isidora 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 refund you as normal with the value of the returned product.

Wherever you have used a Voucher to purchase a product that you later return for a refund in accordance with this Policy, we cannot refund you in cash for that portion of the purchase price which you paid using the Voucher, but we will issue a new Voucher of the same amount to you.

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6. Charges

If you return a defective product to us, but you fail to return all of the accessories that were sold with that product, we are entitled (subject to applicable law) to refuse the return, only to replace the item that you did return, or to estimate the value of the missing accessories and only to refund you in respect of the returned item.

If you return items to us by mistake and you want these returned to you, you may be liable to reimburse Ailia Isidora for the cost of having the product returned to you.

If you return a product that does not comply with this policy, you may be liable to reimburse Ailia Isidora for the cost of collecting the product from you and the cost of having the product returned to you. 

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