RETURNS AND EXCHANGE POLICY

While CARLYTHELLA makes every effort to accommodate its users, consumers and retailers, our Returns Policy has to be one that is both reasonable and in strict accordance with the relevant aspects of the Consumer Protection Act of 2008 (CPA) and its regulations as amended.
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By purchasing Online, you have already accepted and acknowledged the terms & conditions found on the website before checkout
RETURN POLICY

All items (excluding items marked as Final Sale) can be returned for an Online Credit Note (e-gift card) or refund within 7 days of receiving your parcel. 

You don't need to contact us prior to returning your parcel, simply fill out the Returns Form  https://shopify.com/23425561/account and send it back to us within the timeframe below. 

In order to receive an Online Credit Note or Full Refund, your return item must meet the following conditions:

PLEASE NOTE: CARLYTHELLA WILL ONLY ACCEPT RETURNS:

Under the Following Circumstances:

1.1 Damaged Item: Items received damaged in transit (including but not limited to Ceramic, Glass, and Polystone items) must be notified/reported to us within 24 hours of delivery to qualify for a replacement or refund. Please retain all packaging materials and damaged items as they may be required for inspection.

1.2 Please Send us a photo image of the damaged goods so that we can make a preliminary assessment and arrange for a collection if needed. 

1.3 Failure to notify/report within the specified timeframe may result in the denial of a replacement or refund. Please do not attempt to return the items before contacting us first (you may be responsible for any associate expenses if you do so).

1.4 On delivery of goods it remains your responsibility to check the contents for any damages before the courier leaves your premises as we only replace items if they are defective or damaged.

2. Where goods have been incorrectly supplied. An example of this is where a user orders goods and receives goods that are substantially different from what was ordered. CarlyThella will then have the incorrect goods picked up and the correct goods delivered at no charge to the consumer.

3. Where the goods sold are materially defective. Materially defective means that the goods are not suitable for the purposes for which they are made or designed and that the defect affects the usage of the item.

CarlyThella reserves the right to inspect the goods once they have been returned, which inspection may take up to 10 working days, before offering the Consumer recourse on the matter, which may include, but is not limited to:

  • A replacement of the goods with the same or substantially similar items 

  • full refund where the goods are found to be materially defective due to a manufacturing fault or defective batch of goods 

  • OR a store credit to the value of the goods

Materially defective here excludes minor scratches, dents, marks or defects which do not affect the usage or enjoyment of the goods. Ordinary wear and tear is specifically excluded.

Returns shall be processed for goods purchased from CarlyThella via the Website or Online Platform within 7 days of purchase, and which fall within the "cooling off" period in terms of the Consumer Protection Act (CPA). Any such return shall only be accepted if the goods are in their original packaging, All tags are still attached, unused and the Consumer is able to provide a valid, dated proof of purchase.
Once the stock has been returned and a refund has been accepted by CARLYTHELLA. Payment of the refunded amount shall be made into the user or consumer’s account 7 to 15 days from date of approval of that refund.


PLEASE NOTE: CARLYTHELLA WILL NOT ACCEPT RETURNS:

  • The Consumer Protection Act (CPA) specifically excludes 'buyer’s remorse' and CARLYTHELLA reserves the right to reject returns that are sought because the Consumer has 'changed his mind' or no longer wants the item after the purchase has been made.
  • Where the goods have been damaged due to ordinary wear and tear or worn out in the ordinary course of use.
  • Where the goods have been purchased from other retailers and not CARLYTHELLA

Where the goods fall into one of the following categories:

  • Goods that have been personalised or custom made
  • Goods that have been specifically ordered for the Consumer and are not in ordinary stock
  • Goods that may pose a health or safety hazard if returned or reused
  • Exchanges on electrical products that have been used, tested or are otherwise are not defective.
  • Where the goods have been willfully damaged or have been damaged by the gross negligence of the Consumer or Retailer.
  • Where the goods have been damaged by Force Majeure, or an act of God such as inclement weather, natural disaster, power failure, electrical surges or circumstances outside of CARLYTHELLA’s control.

CARLYTHELLA reserves the right to hold the Consumer Liable for delivery charges in the event of one or more of the above circumstances being the reason for return of the goods

There will be an additional R500 re-packaging fee for furniture and R50 on Accessory products returned not in their original, undamaged packaging.

Please note that items arriving after the 7 working day exchange deadline will not be accepted and will be returned to sender.

 

EXCHANGE POLICY

CARLYTHELLA reserves the right not to process exchanges for any reason whatsoever, subject to sections 55 and 56 of the Consumer Protection Act of 2008, as amended.

Should a customer, consumer or user be unhappy with the colour, type, spec or quality of goods supplied, CARLYTHELLA shall process a store credit to the customer which may be used for the purchase of other goods on the website or online platform.

Products will not be eligible for exchange if they have been partially or entirely disassembled, physically altered, permanently installed, affixed, attached, joined or added to, blended or combined with, or embedded within, other goods or property. This includes products that have been worn or damaged.

There will be an additional R500 re-packaging fee for furniture and R50 on Accessory products returned not in their original, undamaged packaging.

Please note that items arriving after the 7 working day exchange deadline will not be accepted and will be returned to sender.

Goods that are returned to CARLYTHELLA shall be treated as returned items and a store credit or cash refund shall be processed to the customer in lieu thereof.

Please note that while every effort is made to accurately display the colour of our garments, as computer monitors vary, we cannot guarantee that your monitor's display of any colour will be completely accurate.

Additional Information:

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.

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 sales@carlythella.co.za or carlythella@gmail.com.

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at sales@carlythella.co.za and send your item to: 6 Deepvale Road, The Wolds Durban KwaZulu-Natal ZA 3610.

Gifts
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 emailed 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/she/they will find out about your return.

Gift Cards

Gift cards are not refundable for cash. Therefore, if you require a refund for items being returned or exchanged that were purchased with a gift card, only your CARLY THELLA credit will be credited.

eGift cards are valid for up to 2 years.

Shipping and Handling

Shipping and handling charges are not refundable, unless an order has arrived damaged, faulty, incorrect or missing. The Client Concierge team will use their discretion to evaluate whether a refund for shipping and handling may be waivered.

Before you submit your return please read our return & exchange policy including our refund policy.

How to submit a return request:
Click the profile icon in the store's navigation, or go to the refund policy or a returns page, and then request a return. direct link: https://shopify.com/23425561/account
1. Log in to your account:
  • In the Email field, enter your email address, and then click Continue.
  • In your email account, open the email sent from our store and copy the six-digit  verification code included in the email.
  • Go back to the online store, and then enter a six-digit verification code.
2. Click the order that you want to submit the return for.
3. If your order has more than one item, then select the items that you want to return.
4. Select a return reason and add a note for the store.
5. Click Request return. If your return request is approved and requires shipping, then you receive an email with shipping instructions and a return shipping label. 
6.   Once your return has been delivered to our warehouse and processed through our returns department, we will issue you a credit note via email which is valid for 6 months or cash refund!
Need Assistance send us an email: sales@carlythella.co.za
Quote your order number in subject.

 

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HOW TO RETURN AN ITEM TO US:
RETURN ADDRESS
If you need to return an item back to us, please send it to the address listed below:
CARLYTHELLA RETURNS
6 DEEPVALE ROAD
THE WOLDS
3610
SOUTH AFRICA
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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 exchanged product to reach you, may vary.

If you are shipping an item over R350, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
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