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Returns, Exchanges, Cancellations & Refunds
If a customer is not completely satisfied, they can return the product to us in its original shipped form and we will either repair/replace it, or credit your account, subject to our terms.
This Policy applies to products bought from Mmaraka’s platform from Third Party Sellers and its own retail division.
Certain parts of this Policy do not apply to Deals, reconditioned products or used products, and this is indicated in the relevant sections below. Deals are returned products that are offered for sale at discounted prices, because their original packaging is damaged, unsealed or missing, or the products show signs of handling and/or re-packaging.
This Policy forms part of the Mmaraka Terms and Conditions, and so words defined in the Terms and Conditions have the same meaning in this Policy, unless the context indicates otherwise. Nothing in this Policy is intended to limit your statutory rights in any way.
Summary
Mmaraka maintains a 7 working-day, no-questions-asked, return policy provided that the product is in its original condition with all packaging, labels, swing tags intact and/or not assembled (applies mainly to furniture). Refunds do not apply to items that have been altered or custom made to suite the customers requests before or after being purchased.
Mmaraka in some cases will charge a R100 administration fee and/or courier fee in respect of cancelled orders on non-defected goods that are returned to it. Client will be responsible for shipping the goods back to Mmaraka plus the R100 administration fee; however, if through investigation error goods and or inferior (determination of inferior goods will be Mmaraka’s sole responsibility to judge) were shipped to client, Mmaraka shall bare all the cost involved in its replacement.
On receipt and examination of the returned product, Mmaraka will reimburse the purchase price paid for the product, excluding any applicable charges. Mmaraka will at its on discretion choose to reimburse any shipping charges relating to the order. You may choose to receive credits for returned goods. If Store credits are issued in respect of a return, the return will not be subject to Mmaraka’s returns administration fee.
Refunds are only processed within 21 working days of receipt of returned goods.
How To Exchange Or Return
1. Send an email to sales@mmaraka.co.za with ‘Exchange or/and Return’ in the subject line. Providing your order number, product/s to be returned or exchanged and reason for the return.
2. Once received, Mmaraka Support will process and email you a Returns Merchant Authorisation (RMA) shipping label.
3. To return goods, print out Shipping Label and stick over original packaging then drop off the package with the courier indicated on the label.
4. Upon receipt of returned good, Mmaraka will process your exchange/refund within 21 working days.
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;
- Is returned with original packaging and proof of purchase
- clearly mark your return reference number on the outside of the parcel; and
- 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.
Unwanted products
You can return an unwanted product to us at no charge, provided:
- It is undamaged and unused, with the original labels and stickers still attached;
- save in relation to Unboxed Deals, reconditioned products and used products, it is in the original packaging, which must be undamaged and in its original condition with all seals still intact (if applicable).
- it is not missing any accessories or parts;
- you log a return on the Website within 7 days of delivery to you or collection by you of the unwanted product.
Changed your mind?
Customer may cancel an order while processing. As expressed in our Delivery T&Cs, Processing will be the period in which the Seller has a 7 day lead-time to deliver order to the Mmaraka Warehouse and/or Mmaraka Shipping the product to you within the overall 12 days or 21 days extended delivery period; on such cancellations, Mmaraka may charge between a R100 – R500 admin fee depending on the processing stage and any cost that might have been incurred by the Seller and/or Mmaraka in its attempt to honor your order.
In a case where you actually receive your order and have changed your mind and would like a credit for a product, you can return it – provided the product is not:
- a newspaper, periodical or magazine;
- a foodstuff, beverage or other product intended for everyday consumption;
- a nursing or maternity product, an infant bottle, infant feeding product or bottle accessory that has been unsealed, including (but not limited to) breast pumps, bottles, teats, soothers/pacifiers, formula, maternity underwear, nappies and wipes;
- a beauty product or fragrance which has been used;
- an intimate product, lingerie, swimwear, bodysuit, underwear or jewelry for piercings, which for hygienic and public health reasons may not be returned; or
- a product which has been personalized for you or made to your specifications; or
- a flatpack furniture product that has been assembled after delivery.
We will arrange for collection the product from you after log in a refund request or you can ship to our warehouse address; whichever options you prefer. Once we have inspected the product and validated your return, we will credit your account with the purchase price of the product within 21 days of the return (or refund you if that is your preference).
Seller or Admin Cancellations?
In a case where a Seller might have over-listed a product on our website, or a product arrived at our warehouse damaged from Seller, we reserve the right to cancel the order and issue you a full refund within 21 days. Should the Seller have already cashed out on their payout for that transaction, the Sellers Debit order mandate to us will be invoked and the full cost of customer purchase debited from Seller for refund to the Customer; Customer must note that in such case, this process may take a little longer than 21 days for a refund, as disputes have to be logged with the Seller and/or card processing company.
Want to exchange?
Fashion and sportswear products can be exchanged for a different size or color variation, provided that such variation is available. A Deal, reconditioned product or used product can only be exchanged for a variation of the same Deal, reconditioned product or used product, if 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 such variation is not available, we will credit your account with the purchase price of the product within 10 days of the return (or refund 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. 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 credit your account with the purchase price of the product within 10 days of the return (or refund you if that is your preference).
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 days of 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 repair / replace the product as soon as possible (if such repair is possible/ we have the same product in stock to use as a replacement) or credit your account with the purchase price of the product (or refund you if that is your preference).
Defective products
We do our best to ensure that the products we deliver to you are of a high quality, and in good working order 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.
The following will NOT be regarded as defects and will not entitle you to a return under this section 3:
- faults resulting from normal wear and tear;
- damage arising from negligence, user abuse or incorrect usage of the product;
- damage arising from electrical surges or sea air corrosion;
- damage arising from a failure to adequately care for the product;
- damage arising from unauthorized alterations to 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
- in relation to Unboxed Deals or used products, signs of handling and/or repackaging.
Standard Warranty
If you have received a product which turns out to be defective or otherwise of poor quality, please notify us as soon as reasonably possible after you become aware of the defect or poor quality, but in any event within 6 months after delivery / collection of the product (except in the case of an extended supplier warranty, which is set out below).
You can do so by logging a return on the Website, and 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 repair / replace the product (if such repair is possible / we have the same product in stock to use as a replacement) or credit your account with the purchase price of the product (or refund you if that is your preference). If the repair / replacement takes longer than 30 days, we will get in touch with you to see if you would rather receive a credit / refund.
Where there is no extended supplier warranty period, unfortunately we cannot facilitate returns that fall outside of the 6-month period.
Where you request a repair / replacement of an Unboxed Deal, reconditioned product or used product and a repair is not possible, we will see if we have a replacement Unboxed Deal, reconditioned product or used product in stock (which is the same product, of the same nature and type, as the one sold), but if we do not, we will credit / refund you. A product in perfect condition (that is not an Unboxed Deal, reconditioned product or used product) is not the same product as an Unboxed Deal, reconditioned product or used product. This is why Unboxed Deals, reconditioned products and used products are discounted, compared to products in perfect condition.
Extended Supplier Warranty (If stipulated on product page)
A product may have a supplier warranty that extends beyond the 6-month Standard Warranty. If such a product turns out to be defective more than 6 months after delivery / collection, please notify us as soon as reasonably possible after you become aware of the defect, but in any event within the extended supplier warranty period after delivery / collection of the product.
You can do so by logging a return on the Website, and we will facilitate your return of the product to the supplier at no charge. Unfortunately, we cannot facilitate returns that fall outside of the extended supplier warranty period.
Please note that any extended supplier warranty is subject to whatever terms and conditions the supplier or manufacturer may impose. These are usually stated in a brochure or leaflet inside or on the product packaging. It is your responsibility to make yourself aware of any such terms and conditions.
It is also important to note that it will be in the supplier or manufacturer’s discretion what remedy it can offer you. Mmaraka is under no obligation to provide you with a credit, repair / replacement, as your remedy lies with the supplier or manufacturer. However, since we want your experience to be as good as possible, if the supplier or manufacturer has offered you a repair / replacement within the applicable extended supplier warranty and it takes longer than 30 days, we will get in touch with you to see if you would rather receive a credit / refund directly from us.
PLEASE NOTE: Deals, certain reconditioned products and used products do not have extended supplier warranties and this will be made clear on the product description page.
Direct Warranty (stipulated on product page)
A direct warranty product is a product for which the relevant manufacturer wishes to manage defective returns itself, directly with the customer, and not through Mmaraka. Some examples include Dell, Nespresso, Xbox, Samsung and PlayStation products.
If a direct warranty product turns out to be defective or otherwise of poor quality, please notify us and we will provide you with the relevant manufacturer’s contact details. Alternatively, you can notify the relevant manufacturer directly if you already have its details. The relevant manufacturer will then assist you further, but if you have any difficulty, please let us know and we will be happy to assist you where we can.
Damaged or defective Large Appliances items can be returned within 7 days in accordance with our returns policy. After 7 days the supplier will come to you to inspect the product and assist you with a possible repair, replacement or refund. In the event of a refund, it will be done by Mmaraka. Our Customer Service Team will provide you with the supplier details when you as customer log the problem.
Other than this, the same limits and general principles of the standard warranty and extended supplier warranty apply to direct warranty products.
Gift Vouchers & Coupons
Gift Vouchers and Coupons cannot be redeemed for cash value and can only be used for purchases on our website.
Charges and refunds
If you return a defective product 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) refuse the return, or only to replace the item that you did return; or to estimate the value of the missing accessories and parts and to credit or refund you in respect of the returned item only.
If you return a product that does not comply with this Policy, you may be liable to reimburse Mmaraka for the cost of collecting the product from you and the cost of having the product returned to you and any other administrative fees it might incur in this process.
Under no circumstances will donations you make on our website, or any goodwill credit you may receive from us, be refunded.
Please note that we only refund to the payment method that you originally used – i.e., payment by credit or debit card will be refunded to the same card, and payment by Instant EFT will be refunded to your nominated bank account.
