Overview
At Wandaamba, we are committed to ensuring customer satisfaction. If you are not entirely satisfied with your purchase, our Return and Exchange Policy provides you with the option to return or exchange items within the specified time frame.
1. Eligibility for Returns and Exchanges
- Time Frame: You have 24 hours from the time of delivery to initiate a return or exchange.
- Condition of Items: Items must be returned in their original condition, unused, and with all original packaging, tags, and accessories. Items that show signs of wear, damage, or alteration may not be accepted for return or exchange.
- Non-Returnable Items: Certain items, such as customized products, perishable goods, and clearance items, are not eligible for return or exchange. This will be indicated on the product page at the time of purchase.
2. How to Initiate a Return or Exchange
a. Contact Us:
- To initiate a return or exchange, please contact our customer service team within 24 hours of receiving your item(s) at:
- Email: info@wandaamba.com
- Phone: +264818003073
- Provide your order number, details of the item(s) you wish to return or exchange, and the reason for the return/exchange.
b. Return/Exchange Authorization:
- Our customer service team will provide you with a Return/Exchange Authorization (REA) number and instructions on how to return the item(s) to us.
- Returns or exchanges without an REA number will not be accepted.
3. Return and Exchange Process
a. In-Store Pickup Returns:
- If you picked up your order at one of our locations, you may return the item(s) directly to the same location without any handling fee.
b. Delivered Items:
- For items delivered within Windhoek, returns can be made to our delivery personnel, or you may return the items to our designated return location.
- A handling fee may apply for returns of delivered items. This fee covers the cost of processing the return and will be deducted from your refund.
- For exchanges, if the replacement item is of equal or lesser value, there will be no additional charge. If the replacement item is of higher value, the difference in price must be paid.
c. Courier Returns:
- If you received your order via courier service outside Windhoek, you are responsible for the cost of returning the item(s) to us.
- Ensure that the item(s) are securely packaged to prevent damage during transit. We recommend using a traceable shipping method.
4. Refunds
- Processing Time: Once we receive your returned item(s) and verify their condition, we will process your refund within 7 business days. Refunds will be credited to the original payment method used at the time of purchase.
- Refund Amount: The refund amount will include the original purchase price of the item(s) minus any applicable handling fees.
- Shipping Costs: Original shipping and handling costs are non-refundable, except in cases where the return is due to a defective or incorrect item.
5. Exchanges
- Availability: Exchanges are subject to the availability of the desired item(s). If the item(s) you wish to exchange are out of stock, you may choose to receive a refund or store credit.
- Exchange Process: The exchange process will begin once the returned item(s) have been received and inspected by our team.
6. Damaged or Defective Items
- If you receive a damaged or defective item, please contact us immediately within 24 hours of delivery. We will arrange for a replacement or refund at no additional cost to you.
- Please provide photos or other evidence of the damage or defect to expedite the process.
7. Exceptions and Special Cases
- Bulk Purchases: Special terms may apply to returns or exchanges of bulk purchases. Please contact our customer service team for details.
- Promotional Items: Items purchased during promotions or sales may have specific return and exchange conditions, which will be communicated at the time of purchase.
8. Contact Us
For any questions or assistance with your return or exchange, please contact us at:
- Email: info@wandaamba.com
- Phone: +264818003073