At Exim, we want you to be completely satisfied with your purchase. If for any reason you are not happy with your order, we offer a hassle-free returns and refunds policy. Please read the following guidelines carefully:
Eligibility:
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Certain products, such as perishable goods, gift cards, and custom-made items, may not be eligible for return. Please contact us for further assistance if you have any questions about the eligibility of your product.
Initiating a Return:
To initiate a return, please contact our customer support team within 7 days of receiving your order. You can reach us via email at alexisd@exim.co.za / hayleendp@exim.co.za or by phone at 021 411 5000.
Please provide your order number and details of the item(s) you wish to return. Our team will guide you through the return process and provide you with a return authorization number (RAN), if applicable.
Return Shipping:
Customers are responsible for the cost of return shipping unless the return is due to our error or a defective product. We recommend using a trackable shipping service and purchasing shipping insurance to ensure the safe return of your item(s).
Returned items should be securely packaged to prevent damage during transit. We are not responsible for any damage incurred during the return shipping process.
Refunds:
Once your return is received and inspected, we will send you an email notification to confirm receipt of your returned item(s).
If your return is approved, we will initiate a refund to your original method of payment. Please note that it may take some time for the refund to be processed and reflected in your account, depending on your payment provider.
Contact Us:
If you have any questions or concerns about our returns and refunds policy, please don’t hesitate to contact us. Our friendly customer support team is here to assist you every step of the way.
We will be closed for our annual shutdown from 12:00 on 24th December and will re-open on Thursday, 2nd January at 07:00. Any online orders placed during this time will only be processed from 2nd January onwards.
Thank you for your understanding and support.
