Return and Refund Policy
1. 21 day returns
We aim to ensure that you are happy with the products bought from us. All returns are acceptable by us within 21 days of the date you received it, provided you have observed the following Policy matters and our Terms and Conditions of purchase
You will be responsible for all shipping charges to facilitate your returns. Upon receipt of the returned product a refund or store credit voucher is provided to you in an amount equal to the price you paid for the product, less all handling shipping costs. Please NOTE we DO NOT offer refunds for the following:
1. Change of mind returns.
2. Gift cards
3. Downloadable software products
4. Some health and personal care items
You must lodge a return request via “the contact us” https://www.classicafricana.com/pages/contact-us with your name and order number and our customer care team will arrange the return for you.
Returned Items MUST be in 'as-new' condition. Meaning you have not used, assembled, damaged, washed or laundered them. Please return items secured in their original packaging. If you cannot return an item 'as new' in its original packaging, a handling and restocking fee may apply up to 20% of the value of the item.
Goods may not be returned where they have not been used for the intended purpose or conditions of the product.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
The refund amount will be equal to the price you paid for the product, less handling and shipping costs.
If the purchased item was discounted or free shipping applied and you return it, we will deduct the actual cost that we incur for shipping that item from your refund or store credit voucher.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
2. Damaged in transit
Unfortunately items can occasionally be damaged in transit. If an item arrives and the packaging or the item itself is clearly and significantly damaged, take photos or video showing the damage, reject the delivery and contact us immediately. We'll share your feedback with our delivery partners and suppliers to ensure our service and the quality of packaging is improved and arrange for replacement where appropriate
If you notice the damage after delivery, please take photos or video clearly showing the damage and contact us immediately, ideally within 3 business days of receiving your delivery.
The type of remedy we offer will depend upon the circumstances. We will endeavour to arrive at a mutually acceptable solution.
3. Faults and Warranty Claims
Classic Africana warrants all goods to be free from defects in materials and workmanship, and of acceptable quality and durability for the purpose for which they are designed. Warranties and guarantees are provided in accordance with Australian Consumer Law.
If an item arrives with missing parts, faulty, defective or has been damaged during manufacturing, please take photos or video clearly illustrating the problem and contact us as soon as possible, ideally within 3 business days of receiving your delivery.
The best solution to any product fault depends on the nature of the fault itself, and the outcome that works best for you. We will collaborate with you to find a solution that you're happy with. For example we may arrange one or a combination of the following:
• Send you any missing parts or components
• Suggest a method self-repair (with an offer of compensation to you)
• Replace the product (subject to availability)
• Offer you an alternative product
• Offer a partial or full refund or store credit voucher
You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if goods fail to be of acceptable quality and the failure does not amount to a major failure.
This Faults and Warranties policy does not cover:
• Damage arising from improper assembly or modification
• Insignificant minor variations in dimensions, colour, grain or finish
• Damage arising from abnormal use or abuse
• Normal wear and tear
• Damage, wear and tear as a result of improper or lack of maintenance and/or care (e.g. fabric, leather or timber)
• Damage to external or product packaging only
• Insignificant minor imperfections or superficial blemishes
You may cancel an order, or part thereof, only before it has been dispatched, in this case you will receive a refund in the amount you paid for the product, including shipping. As we endeavour to send your order to you as soon as possible, which often will be within 24 hours, requests for cancellations should to be lodged as soon as practicable after ordering. Once items have shipped, you cannot cancel the order. Products described as "made to order" cannot be cancelled.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
Unfortunately we do not offer exchanges. Accordingly we suggest you examine and consider carefully each product before you place an order. We invite any requests for further information on any product.
7. Your consumer rights and our right
Goods you purchase come with guarantees that cannot be excluded under the Australian Consumer Law. If your product is faulty, broken or otherwise non-compliant with a consumer guarantee under the Australian Consumer Law please contact us as soon as possible with your name and order number including full details for your dissatisfaction and our customer care team will look after you. We reserve the right to refuse a return in cases where we are not reasonably satisfied that you purchased the product from us and where we deem damage to a product to be due to fair wear and tear, misuse, failure to use in accordance with manufacturer's instructions or failure to take reasonable care.
To return your product, please send an email to firstname.lastname@example.org and our customer service will email you the address to send your returns to.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. Depending on where you live, the time it may take for your returned product to reach us, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.