Exchange/Return Policy on HOTDOT.co.za
RETURN POLICY AT HOTDOT.co.za
We want you to be happy with your purchase. If you are not completely satisfied, you can return the product to us and we’ll either exchange or credit your account.* Based on the following scenarios:
You can exchange or return your purchase within 7 days of delivery, We want to make your online shopping experience hassle-free and fun.
To return an unwanted non-defective product, it must be:
- Returned within 7 days of the product(s) being delivered
- Undamaged and unused
- In the original packaging, which must be undamaged and in its original condition
Once we have received your return product and it has been cleared by our Hotdot.co.za Quality Control Team, your account will be credited, unless you requested a replacement or an exchange.
NB: all products bought on promotion or discounted or on sale are not returnable or refunded.
It’s important that any unwanted product, unless faulty, is returned in a re-saleable condition. We’d expect this to mean that you’ve kept your invoice, all original packaging and labels, and that the product is undamaged and unused.
We reserve the right to refuse a return or an exchange if products are returned damaged, or not in a saleable condition based on the reason given to us for the exchange. Therefore, it is important to take extra precaution before purchasing a product on our website.
Please do not hesitate to call us on (011) 484 0564 and ask questions to be clarified before a purchase. Our sales team will be more than willing to clear up any confusion that you may experience...
Please note the following deductions when requesting a full refund:
-we charge 15% Administration fee
-if the parcel was dispatched/delivered or prepared & undelivered, we deduct shipping costs
IMPORTANT: please note that it will take approximately four(04) weeks for refund to be processed.
Returning products that are not what you ordered:
If an incorrect product is delivered to you by mistake (i.e. it’s not the product you ordered), we’ll arrange to collect the product from you, and we’ll deliver the correct product to you as quickly as possible.
Please handle the products with care – i.e. do not drop the product or use it for the purpose not intended for. Damaging the product will delay the process for it to be replaced as we test all products returned to us.
If an issue is experienced with any of our products purchased online, simply contact our Customer Service/ Sales Team on (011) 484 0564 or email firstname.lastname@example.org to notify us, and we’ll take care of the rest.
Returning defective or damaged products:
Please be advised that ALL products dispatched from our offices in Johannesburg have been checked for any damages originating from the manufactures and we do not dispatch a product to a customer if it is not in a good state that we pride ourselves in.
We use courier companies namely; Fastway and Aramex for the couriering of the purchased product to the customer as bought on our website ... Mishandling of the product can happen at any stage from the time the dispatched product leaves our premises in Johannesburg until it reaches the customer. Therefore, should you see a sign of negligence on the packaging of the product – please contact us immediately so we can lodge a complaint with the respective courier company.
If it is damaged, we’ll gladly replace the exact product at no additional cost to you.
Our 7-day replacement promise entitles you to an immediate replacement of a damaged or defective product within 7 days of receipt. The customer has to return the products to our physical address: Unit 102, 1st Floor, Old Trafford 2, Isle of Houghton, 36 Boundary Road, Houghton Estates, Johannesburg, 2198. The sooner the product is delivered to us, the sooner we can begin the replacement process.
Please note that the following will NOT be regarded as defects and will NOT entitle you to any replacement or credit under the above 7-day replacement promise. Faults resulting from normal wear and tear; damage arising from incorrect usage of the product.
Non-returnable/ Non-refundable products*
The following product(s) are regarded as non-returnable / non-refundable:
All types of hair
All types of hair on promotion/sale/discounted