You can return your order for FREE within 7 days of receiving your items! Just follow the steps below and please also take a moment to go through the full returns policy:
Returns procedure summary
1) Fill out the returns form. A copy was sent in the delivered parcel.
2) Email the correctly filled out form to firstname.lastname@example.org or fax it to 031 3033960. The returns process starts on the day that the form is sent to us.
3) Put the items that you are returning in the original packaging. Please refer to the conditions below for information about special items that can't be returned.
4) Please return the package to Collins Collection via ordinary insured post to Po box 35614 Northway 4065 ( we will refund you the cost of the postage)
5) Once the collection has been done, you will be issued with store credit or refunded via your original payment method.
Cancellation & Returns Policy
1. General Terms
1.1 NON-DEFECTIVE PRODUCTS – You are entitled to cancel any purchase made via this Website within 7 days after your receipt of the product and to obtain a full purchase price refund (store credit can be given immediately, EFT / credit card refund processes can take up to 7 days- since most customers want a refund to reflect as soon as possible, we will offer store credit as first option. If you prefer EFT/ credit card refund please let us know on the form but please note that the refund process can take up to 7 days. Note that although you are entitled to cancel your purchase as aforesaid, you must return the product in the same condition as you received it. Please indicate on the return form why you want to return the order on the return form.
1.2 LATE DELIVERY - If a product purchased is not delivered within the agreed delivery period, or where no specific period was agreed, within 30 days after having purchased the Product, the ECT Act entitles you to cancel such sale on a 7 days notice to us of the product- to do so please email us at email@example.com. Should a product purchased be unavailable, we will notify you and offer an alternative or issue a full refund within 30 days after such notice.
We will always try to deliver your purchase as fast as possible to you- if you need it urgently and our estimated delivery date will be too late for you, you may contact us and we can see if we can assist with overnight express delivery at a surcharge (price depends on item availability and delivery address).
2. Refunds on purchases
2.1 EARLY CANCELLATIONS – PENALTY FREE* - you are entitled to cancel (either in whole or in part) any sale without attracting any cancellation and/or administration charges if you cancel prior to the packaging of the products ordered. To do so please email us at firstname.lastname@example.org
* If timeously cancelled as aforesaid, you will be fully refunded in respect of such cancelled sale (including delivery charges), without any administrative or other charges being payable; provided that, should a sale only be partially cancelled and delivery charges as re-calculated on the value of the revised order exceed the delivery charges as calculated on the original order, you shall be liable for the amount of such excess delivery charges.
2.2 DEFECTIVE / DAMAGED / UNSUITABLE PRODUCTS - General rule: If, within 6 months after delivery of a product to you:
you find that the product is defective/faulty, unsuitable for the purpose for which it was indicated in the product description (or otherwise generally intended), not legal or not reasonably durable (based on circumstances and product type) (hereinafter referred to as being “Defective”) and
you arrange to return such product to Collins Collection for inspection in the manner described and the product is subsequently found:
to indeed be Defective: you are entitled to a free replacement (if available) or store credit. A full refund can be organized but please note process of such will take 7 working days
NOT to be Defective, you will be liable for the costs incurred in having such product returned to Collins Collection and then re-delivered to you.
When is a product 'defective'? Please note that the following issues/problems will NOT render the product Defective as aforesaid and will not entitle you to any repair, replacement or refund:
faults resulting from normal wear and tear
where you, or someone else has altered or damaged the product.
IMPORTANT: you should refuse to accept delivery of any product which is visibly damaged, and if you only discover the damage after collecting from the post office, then you must report it to Collins Collection as soon as possible and within 48 hours. If only reported after 48 hours, it is reasonable for Collins Collection to determine that the damage was caused after delivery. Please note here that Cash on as well as Same Day Delivery in Durban is carried out by delivery agents who will wait a maximum of 15 minutes for you to examine and try on the product. Should you decide not to keep the item purchased, you will not be asked to pay for cash on delivery option or refunded (store credit or EFT/credit care (latter will take up to 7 days to process))
where an item of clothing does not fit you because your measurements do not accord with the item’s size (ie you have incorrectly estimated/measured your size)
Please call customer service 031 3033968 or email to email@example.com to get the defective item replacement and delivered free of charge. Should you not wish a replacement but rather store credit/ refund, please call our customer service center.
2.3 NON-DEFECTIVE PRODUCTS - Products which are NOT defective, damaged or unsuitable as discussed above, but which you want to return for whatever reason, can be returned within 7 days from delivery, as explained above under ‘Non-Defective Products”. by following the returns procedure set out. NOTE: If you wish to return any non-defective product delivered to you for a refund as aforesaid, please do not remove the product from its original packaging and/or use or wear the Product...
Wrong item/Incorrect Product: If the incorrect Product is delivered to you by mistake (ie it is not the Product you purchased), please do not remove the Product from its original packaging, open or use the Product in any way. Please promptly contact Collins Collection on 031 3033968 or email us at firstname.lastname@example.org to notify, so that we can resolve the mistake by arranging to re- deliver the correct product to you, as quickly as possible. In the unlikely event that we will not be able to source the correct product, we will offer you alternatives or a refund.
2.4 ARRANGING RETURNS - If you want to return a product you have purchased from Collins Collection for any reason permitted under this Refund Policy, you must in all instances first notify Collins Collection thereof to inform us of the reason for your return by contacting us via either:
our email at email@example.com
our offices at 031 3033968
Once you have successfully logged your return, Collins Collection will issue you with a returns authorization number (“RA Number”) You must ensure that the Product( to be returned to us by ordinary insured post ) is packed so as to comply with the following:
the Product is properly protected
save where being returned due to being Defective, the Product is still in its original packaging, together with all accessories, instructions and documentation (if any), and in perfect condition for the purposes of resale (ie the product must not be damaged, scratched or soiled)
aforementioned order RA Number is accurately reflected on the Post office waybill
The returns form is filled out
Collins Collection is not able to accept the return of any products which have not gone through the above process and/or are not accompanied by a valid Order Number. Products returned without a valid Order Number will not have been validly returned and may be sent back to you at your expense.
Please treat products and packaging with reasonable care while in your possession. Nothing herein detracts from any right Collins Collection may have to hold you liable for any damage you cause to a product (including its packaging) while in your possession
2.5 PROCESSING OF REFUNDS - Should you be entitled to a refund for any reason, such refund shall:
in the case of payment having been made by credit card, be effected on the credit card account as the case may be, provided that if you are refunded on a credit card in respect of only a portion of any order placed by you, then any subsequent refunds processed in respect of that order will be credited to your Collins Collection shopper profile in accordance with (b) below
in other instances, be credited to your Collins Collection shopper profile, in which case you have the right to request that the funds be paid into your bank account, being your bank account as reflected on Collins Collection’s records.
As refunds need to be processed by the banks, please note that the processing of refunds can take up to 7 working days from approval date.
3.1 STOCK SHORTAGES - In the event that we are out of stock of the product ordered by you, we will notify you thereof, whereupon
in the event of a temporary out-of-stock situation, you shall be entitled either to cancel the order and be fully refunded, or to maintain the sale subject to a later delivery date as may be agreed or decide to take an alternative product that we will recommend to you
in the event of a permanent out-of-stock situation, you shall be entitled to be fully refunded
In being ‘fully refunded’ as aforesaid, you will be refunded the relevant purchase price and delivery charges, without having to pay any administrative or other charges.