You may exchange most of our products in their new, unopened condition within 30 days of delivery for a different item, voucher or full refund. Please see below for further information on how to return an item.
Please carefully read and follow all instructions that come with our products. For example, any documents that help you use our products.
Kindly note that certain products cannot be returned to us. These are:
- Books; or
- Electronic vouchers (such as gift cards).
Exchanges & Return – How do I return an item?
Should you not be satisfied with your purchase, you have 7 working days to contact us to say so . Please email us at email@example.com for Returns and clearly state "RETURNS" in the Subject line, for quicker processing. For all returns, you will be required to put the items back in its original packaging , and we will arrange our couriers to come collect from you.
On receipt of the returned goods, the replacement items will be shipped as soon as possible within 5 to 7 working days.
Note that unfortunately, we can only accept goods for return that are still in their original packaging.
Should a refund be required, this can be confirmed on a case-by-case basis and will be an option only if no alternative is suitable. We will request a proof of bank account and refunds are processed within 3 working days of receiving this proof.
Refund of price of unsuitable products
We will refund the full price of any unsuitable products in their original packaging. For opened goods, we may deduct an Admin Fee to meet some of the costs incurred with repackaging and restocking. In general this cost will amount to 10% of the purchase price. (As stated above, this is valid for claims done within 30 days of product delivery).
What do I do if I receive goods damaged or broken in transit?
If you do not receive your order in mint condition or if anything is broken or damaged, please let us know immediately and send us some photos of the damage. Goods can be damaged in transit from time to time, even while using reputable and professional courier companies. However, we will ensure you receive a replacement product as soon as possible.
How to package an item you want to return
The returning product must be packed in its original packaging. If the product is within its warranty period and you no longer have the original box, please package the goods in another box with as much padding and protective packaging as possible so that it can travel safely back to us. If the returning product has not been packaged properly and is damaged, then we will not be able to give you a refund. It is your responsibility to package the item correctly.
Our product warranty
We warrant that all our products are new and of good quality unless we clearly describe them as used or reconditioned or as having specific defects.
Warranty against defects
We warrant all our new products against any defects for six months of normal household or business use, from the time we supplied the goods. This does not apply to other uses : ShopPostwink sells products suitable for home and business usage, not industrial usage. Should you require such products for industrial use, contact us on firstname.lastname@example.org, so we can assess if we can assist.
Defective products are those that had a defect or were unsafe when we supplied them. We highly recommend testing out your purchased product as soon as you have received it to make sure that everything is in working order. A defect usually means that the products were manufactured using materials, components or workmanship below an acceptable standard. You will be required to prove that products are defective.
We will repair, replace, or refund the price of any defective products that you return to us during the six-month statutory warranty. Returns must follow our returns procedure above. We will do our best to repair the defective product, or replace it within 21 calendar days. However, if it takes longer, we will contact you to advise accordingly
Choice of compensation
A customer may decide whether we should either repair or replace the defective products, or make a refund.
Statutory warranty on repairs
We warrant all our repairs and repaired products against the failure of a repair with an additional three months warranty period from the time we returned the repaired products.
Extended supplier warranty
After the six months' statutory warranty has expired, some products have an extended warranty, such as our Sesame Sensor bins by Nine stars. These warranties are usually stated in the product brochure, and may be subject to the manufacturer's specific terms and conditions.
We will assess such cases on a case-to-case basis. We are under no obligation to provide you with a credit, repair or replacement. However, since we want your experience to be as positive as possible, we will facilitate the discussion for replacement or repair between you and the supplier.do what we can to assist.
Invalidation of warranties and right to return unsuitable goods
Warranties on any of our goods will be invalid if any person who is not suitably qualified has opened, tampered with or altered the goods contrary to the instructions or removed the warranty label. This also applies to goods found to be unsuitable. It is considered fraud to damage goods deliberately to claim a refund.
Our customer support department contact details
- Telephone number: 021-447 8783
- Email address: email@example.com
- Address: Unit 6, Maitland Business Exchange, 47 8th Avenue, Maitland, Cape Town, 7945
- Monday to Thursday: 08:30 to 16:30
- Friday: 08:30 to 15:30
- Closed on Saturdays, Sundays and Public Holidays
Customer queries and complaints
Postwink prides itself in excellent customer service and we aim for complete customer satisfaction. We respect our customers' rights and always try to comply with best practice and all relevant laws. If you are not satisfied with any of our products, or have any questions, please contact us with your order number ready. We will try our best to solve your problem.
Any complaints regarding the standard and quality of the products bought by you through our website should be directed directly to firstname.lastname@example.org.