Returns and Exchanges
1. Overview
1.1 We do not offer refunds for any products purchased from our online shop. However, we do provide an exchange option for eligible items.
1.2 If you are unsatisfied with your purchase or if you receive a damaged or defective product, you may request an exchange within 7 days from the date of delivery.
1.3 The exchange will be processed based on the availability of the same product or a comparable alternative. We reserve the right to determine the suitability of the replacement item.
1.4 Please note that all exchanges are subject to inspection and approval by our customer service team.
2. Eligibility for Exchanges
2.1 To be eligible for an exchange, the item must be unused, in its original condition, and in the original packaging, with all tags and labels attached.
2.2 Products that are personalised, are not eligible for exchange, unless they are damaged or defective upon arrival.
2.3 Proof of purchase, such as an order confirmation or receipt, is required for all exchange requests.
3. Exchange Procedure
3.1 To initiate an exchange, please contact our customer service team through the designated channels mentioned on our website or by hello@theactual.co.za
3.2 Provide the relevant details, including your order number, product information, reason for the exchange, and any supporting evidence (e.g., photos of damaged items).
3.3 Our customer service team will guide you through the exchange process, including providing you with a return shipping address, if necessary.
3.4 You will be responsible for the return shipping costs associated with the exchange, unless the item is damaged or defective upon arrival, in which case we will cover the shipping expenses.
4. Final Sale Items
4.1 Certain products may be marked as “Final Sale” or “Non-Exchangeable” on our website. These items are not eligible for exchange or return unless they are damaged or defective upon arrival.
4.2 Please review the product description carefully before purchasing any “Final Sale” items.
5. Discretionary Rights
5.1 We reserve the right to refuse an exchange request if the product does not meet the eligibility criteria outlined in this policy.
5.2 We reserve the right to modify or update this policy at any time without prior notice. The revised policy will be posted on our website, and it will be your responsibility to review it before making any purchases.
By making a purchase from The Actual, you acknowledge and agree to abide by this No Refund Policy with Exchange Option.
If you have any questions or require further assistance, please do not hesitate to contact our customer service team.
Need help?
Contact us at hello@theactual.co.za for questions related to returns and exchanges.