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Returns and Exchanges Policy

We want you to be happy with your purchase. If you are not completely satisfied, you can return the product to us and we will replace it or credit you, subject to the below terms. 

To be eligible for a refund or exchange, your item must be unused and in the same condition that you received it. It must also be in its original packaging (if applicable) and you must have a receipt or proof of purchase.

Refunds 

Once your return is received and inspected, we will send an email to you, notifying you of the approval or rejection of your refund. If approved your refund will be processed and a credit applied to you. If you have any queries then please contact us at orders@soulsparks.co.za.

Preparing your products for a return

To ensure your request is processed as quickly as possible you are responsible for the following when returning your products;

  1. package your products safely and securely for protection during transit;
  2. clearly mark your return reference number on the outside of the parcel; and
  3. include all accessories and parts that were sold with the product.

Failure to adhere to any of these requirements could delay the processing of your request or result in its decline altogether.

1: Unwanted products

You can return an unwanted product to us at no charge, provided:

  1. it is undamaged and unused, with the original labels and stickers still attached;
  2. it is in the original packaging, which must be undamaged and in its original condition with all seals still intact (if applicable). 
  3. it is not missing any accessories or parts;
  4. you log a with us within 14 days of delivery to you or collection by you of the unwanted product.

Changed your mind?

Where you have changed your mind and would like a credit for a product, you can return it – provided the product is not:

  • a digital product such as an eBook, electronic voucher or other digital download;
  • a product which has been personalised for you or made to your specification.

We will collect the product from you at no charge. Once we have inspected the product and validated your return, we will refund you or credit your account with the purchase price of the product within 10 days of the return.

Want to exchange?

All products can be exchanged for other variations provided that such variation is available. In such a case, we will collect the product from you and deliver the requested product to you at no charge. If your desired variation is not available, we will refund you with the purchase price of the product within 10 days of the return (or credit you if that is your preference).

We are entitled to inspect the product to validate your return.

Not what you ordered?

If we accidentally deliver the wrong product to you, or if the product is not as described on the Website, please notify us and we will collect the product from you at no charge. If the product is missing any accessories or parts, you will need to follow the process set out in section 2 below. Once we have inspected the product and validated your return, we will at your choice deliver the correct product to you as soon as possible (if the correct product is available); or refund you with the purchase price of the product within 10 days of the return (or credit you if that is your preference).

2: Products damaged on delivery

Should a product be damaged or missing any parts or accessories at the time of delivery / collection, please notify us within 7 daysof such delivery / collection by logging a return on the Website.

We will arrange to collect the product from you at no charge. Once we have inspected the product and validated your return, we will at your choice  replace the product as soon as possible (if we have the same product in stock to use as a replacement) or refund you with the purchase price of the product (or credit you if that is your preference).

3: Defective products

We do our best to ensure that the products we deliver to you are of a high quality and without defects.

What is a defect? A defect is a material imperfection in the manufacture of a product or any characteristic of a product, which makes the product less acceptable than one would reasonably be entitled to expect in the circumstances. Example a chipped/broken crystal or damaged wood burner. Note crystals do have natural flaws and these are not regarded as defects (they are the whims of Mother Nature:)

The following will NOT be regarded as defects and will not entitle you to a return under this section 3:

  • damage arising from negligence, user abuse or incorrect usage of the product;
  • damage arising from a failure to adequately care for the product;
  • where the specifications of a product, although accurately described on the Website and generally fit for its intended purpose, do not suit you; and

4: Gift Vouchers & Coupons

There are two types of Coupons: a Coupon with a fixed amount of a discount, e.g. R100 off (“Fixed Coupon”), and a Coupon with a percentage discount, e.g. 10% off (“Percentage Coupon”).

Where you have used a Fixed Coupon to pay for an order, and you or Soul Sparks later cancels your order (or part thereof) prior to delivery of the relevant product(s), or you log a return of one or more products for a credit in accordance with the Returns Policy, the value of the Fixed Coupon will be deducted off the purchase price of the cancelled or returned product(s) (as applicable), and we will refund you or credit you for the balance, if any. We will also provide you with a replacement Fixed Coupon of the same value as the original Fixed Coupon used. Soul Sparks may in its sole discretion impose restrictions on the use of the replacement Fixed Coupon.  For any subsequent cancellations or returns arising out of the same order, we will refund you or credit you as normal with the value of the returned product.

Where you have used a Percentage Coupon to pay for an order, and you or Soul Sparks later cancels your order (or part thereof) prior to delivery of the relevant product(s), or you log a return of one or more products for a credit in accordance with the Returns Policy, the value of the discount received using the Percentage Coupon will be deducted off the purchase price of the cancelled or returned product(s) (as applicable), and we will refund or credit you, if any. We will also provide you with a replacement Fixed Coupon of the same value as the discount received using the original Percentage Coupon. Soul Sparks may in its sole discretion impose restrictions on the use of the replacement Fixed Coupon. For any subsequent cancellations or returns arising out of the same order, we will refund or credit you with the value of the returned product.

Wherever you have used a Gift Voucher to purchase a product that you later return for a refund in accordance with the Policy, we cannot refund you in cash for that portion of the purchase price which you paid using the Gift Voucher, but we will refund or credit you.

5: Charges and refunds

If you return a defective product (excluding eBooks) to us, but you fail to return all of the accessories and parts that were sold with that product, we are entitled to (subject to applicable law) to refuse the return, only to replace the item that you did return, or to estimate the value of the missing accessories and parts and only to credit or refund you in respect of the returned item.

If you return a product (excluding eBooks) that does not comply with this Policy, you may be liable to reimburse Soul Sparks for the cost of collecting the product from you and the cost of having the product returned to you.

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