Refund and Return Policy for Emerce Online Store

At Emerce, we aim to provide you with high-quality products and excellent service. If you are not completely satisfied with your purchase, we are here to help. This Refund and Return Policy is in accordance with South African consumer protection laws.

1. Returns

You have 7 days from the date of receiving your item to request a return.

To be eligible for a return:

  • The item must be unused, in its original condition, and in the original packaging.
  • A receipt or proof of purchase must be provided.

Items that are non-returnable:

  • Perishable goods (e.g., food or flowers).
  • Custom-made or personalized products.
  • Sale or clearance items (unless defective).

2. Return Process

To initiate a return, please contact us at info@emerce.co.za with your order details. Once your return is approved, ship the item to the following address:

Emerce Online Store
Cape Town, 7500
South Africa

You will be responsible for the shipping costs for returning the item unless the product is defective or damaged upon arrival. We recommend using a trackable shipping method as we cannot be held responsible for lost returns.

3. Refunds

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.

  • If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 7-10 business days.
  • Shipping costs are non-refundable, except in cases of defective products or incorrect orders.

4. Exchanges

If you wish to exchange an item (for example, for a different size or color), please follow the same return process. Once we receive the returned item, we will send out the exchange, subject to availability.

5. Damaged or Defective Items

If your item arrives damaged or defective, please contact us at info@emerce.co.za within 48 hours of receiving the item, and we will arrange for a replacement or a full refund.

6. Late or Missing Refunds

If you haven’t received your refund after the specified timeframe:

  • First, check your bank account again.
  • Then, contact your credit card company or bank, as there may be processing delays.
  • If you’ve done all this and still have not received your refund, please contact us at info@emerce.co.za.

7. Consumer Protection Act Compliance

In compliance with the Consumer Protection Act of South Africa, customers have the right to return goods within a reasonable period, provided the goods meet the conditions of return outlined above.

For any questions or further assistance, please email us at info@emerce.co.za.