Returns Policy & How to Request a Return

Criteria to return an item:

  • Return instructions must be send in writing to penny@elgara.co.za within 14 days of item beingdelivered
  • The item is in a re-sellable condition
  • The item being returned qualifies for return
  • The item is in its original packaging, with labels attached

Non-returnable items:

  • Items that have been deliberately broken

*Special conditions apply in respect of returns of defective products

The Returns Procedure:

  1. Request a return within 14 days of the order being delivered
  2. Advise which address the courier should pick up your return from
  3. Select the preferred refund method for your return
    • Store Credit
    • Refund into your bank account
  4. Once your return request has been received you will receive an email to confirm that our courier partners will contact you to arrange collection.
    • Please ensure that the item(s) are packed in the packaging they were received in, or that they are easily identifiable with the inclusion of the order number associated to that item

The Returns Procedure:

1. Pack Pack the items into the Elgara packaging.

2. Collection The courier will collect.

3. Delivery It will take between 4 – 8 days for the items to get delivered to Elgara.

4. Processing The return will be processed and the refund made within 72 hours of receiving your items at Elgara.

5. Refund A refund can take up to 7 working days to reflect depending on the method of refund and banking institution.

  • Collection and return to our warehouse can take up to 4 working days for Main centres and 8 working days for Outlying/Regional areas from date of requesting return.
  • Once the returns have reached our warehouse, each of the items in your return will be inspected before the return is processed and the refund or store credit initiated.
  • Store credits will be sent immediately via email and cash refunds can take up to 7 working days to reflect depending on method of refund and banking institutions.
  • You will receive a cash refund or store credit (Your choice) for the rand value of the Product you paid. 2.The value of the Coupon/Discount that was redeemed will not be refunded to you, or credited to your account (if applicable). Please refer to the specific coupon/discount’s terms and conditions to understand whether the coupon/discount will be reinstated and the relevant terms that will be applied.

Important notes regarding returning items:

  • We will send a courier to collect returns requested within the 14 day return period free of charge should the item be faulty ONLY. Should you wish to return the item within 14 days a courier fee will be charged. Should you wish to return something after the 14 days please contact Elgara and we will advise you accordingly.
  • All products (including certain non-returnable items) can be returned if they are faulty, not fit for their intended purpose or do not match the description. These products need to be returned in their original packaging with all labels attached. Please contact us should you receive a faulty product and they will assist you with the process. penny@elgara.co.za
  • We require that promotional free gifts, received with purchases, are returned to us when the purchased item is returned. Please ensure that you request a return for the free gift to ensure that your returns are processed speedily.

*Special conditions applicable to returns of defective/faulty products:

Defective products can be returned up to 90 days of delivery date by contacting Elgara who will advise you accordingly.

  • The product must be defective in itself (due to manufacture or design fault) and not damaged due to inappropriate use.
  • When returning a product after the 14 day standard returns period, a customer must provide full reasons for alleging that the product is defective, including stating how the product was utilised during the period that it was in the customer’s possession.
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