RETURNS POLICY
We want you to be happy with your purchase. If
you are not completely satisfied, you can return the product to us and we will
either repair / replace it or credit your account, subject to the terms below.
This policy applies to products bought from MultScope.
This policy forms part of the MultScope 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.
1. Unwanted Products
In general, you can return an unwanted product
to us at no charge, provided:
We will collect the product from you at no
charge. 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 credit your account with the purchase price of
the product within 8 days of the return (or refund you if that is your
preference). 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.
Want to exchange?
Fashion and footwear products can be exchanged
for a different size provided that such variation is available, and 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 to
you at no charge. If such variation is not immediately available, we will
credit your account with the purchase price of the product (or refund you if
that is your preference) within 8 days of you logging the return.
We reserve the right to inspect the product to
validate your return.
Not what you ordered?
If we accidentally deliver the wrong product
to you or if the product is not as described on the Platform (or if it is
missing any accessories), please notify us and we will collect the product from
you at no charge. 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 credit your account with the purchase
price of the product within 8 days of the return (or refund you if that is your
preference).
2. Products not eligible for returns
The following products are not eligible
for a refund, exchange or credit:
3. Products damaged on delivery
Should a product be damaged at the time of
delivery / collection, please notify us of such delivery / collection
by logging a return on the Platform.
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 credit your account with the purchase
price of the product (or refund you if that is your preference). Credits and
refunds are normally handled within 8 days of logging the return (bear in mind
that refunds can take 1-4 working days to reflect in your account). Repairs and
replacements could take longer, depending on parts / replacement availability.
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.
The following will NOT be
regarded as defects and will not entitle you to a return under this section:
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 2 months after
delivery / collection of the product (except in the case of an extended
supplier warranty).
You can do so by logging a return on the Platform,
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 credit your
account with the purchase price of the product (or refund you if that is your
preference). Credits and refunds are normally handled within 8 days of logging
the return (bear in mind that refunds can take 1-4 working days to reflect in
your account). Repairs and replacements could take longer, depending on parts /
replacement availability.
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.
Where there is no extended supplier warranty
period, unfortunately, we cannot facilitate returns that fall outside of the 6
Months.
Extended Supplier Warranty (stipulated on
product page)
A product may have a supplier warranty that
extends beyond the 6 Months. If such a product turns out to be defective more
than 6 months after delivery / collection, 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 / collection of the product.
You can do so by logging a return on the Platform,
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.
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. MultScope is under no obligation to provide you with a
credit, repair / replacement for any return logged after 6 months, as your
remedy lies with the supplier or manufacturer.
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 MultScope 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 credit your account for the
balance, if any (or refund you if that is your preference). We will also
provide you with a replacement Fixed Coupon of the same value as the original
Fixed Coupon used. MultScope 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 credit your account as normal
with the value of the returned product (or refund you if that is your
preference).
Where you have used a Percentage Coupon to pay
for an order, and you or MultScope 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 credit your account for the balance, if any (or refund you if that is
your preference). We will also provide you with a replacement Fixed Coupon of
the same value as the discount received using the original Percentage Coupon. MultScope
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 credit your account as normal with the value of the
returned product (or refund you if that is your preference).
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 credit your account.
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 credit or 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 MultScope 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 MultScope for the cost of
collecting the product from you and the cost of having the product returned to
you.