Standard Returns Policy
We want you to be happy with your purchase. If you are not completely satisfied, you can return the product to us and we will either repair/replace it, subject to the below terms. This Policy applies to products bought from EMBASSY ONLINE.
Certain parts of this Policy do not apply to refurbished deals, reconditioned products or used products, and this is indicated in the relevant sections below. refurbished deals are returned products or demos 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 EMBASSY ONLINE 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 rights in any way.
Cancellation Of Goods
You are entitled to cancel Your Order within 7 days without giving any reason for doing so.
The deadline for cancelling an Order is 7 days from the date on which You made the purchase.
In order to exercise your right of cancellation, you must inform Us of your decision by means of a clear written statement with the signature of the person who made the original purchase. These documents can be emailed to Us.
We will reimburse You no later than 30 days from the day on which We receive the returned Goods. We will use the same means of payment as You used for the Order, and You will not incur any fees for such reimbursement.
We will not reimburse You for any of the costs involved with delivery fees in respect of any late cancellations.
- 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;
- package your products safely and securely for protection during transit;
- The Goods are in the original packaging
- The original Invoice or Receipt is provided
- clearly mark your invoice 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.
- Goods Which Cannot Be Returned
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 (ALL PRODUCTS ARE TESTED AT OUT FACTORY).
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:
- faults resulting from normal wear and tear;
- bicycles which were not assembled correctly resulting in damage:
- bicycles which were not assembled by a professional as directed by agents:
- 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 Refurbished Deals or used products, signs of handling and/or repackaging.
- Products sold on a sale
Only regular priced Goods may be refunded. Unfortunately, goods on sale cannot be refunded. This exclusion may not apply to You if it is not permitted by applicable law.
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. If the product is missing any accessories or parts, you will need to follow the process set out in section below. 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.
- 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. Please note courier charges will apply if found that items were returned for no reason. Once we have inspected the product and validated your return, we will repair item if it was damaged against its warranty or replace the product if we find it to be a general factory fault (note: that all items are pre tested at our factory to ensure they are in working condition. The same product in stock to use as a replacement.
- Warranty
If you have received a product which turns out to be defective or otherwise of poor quality (refer to the warranty of the item purchased) please notify us as soon as reasonably possible after you become aware of the defect or poor quality, but in any event within 1 months after delivery of the product.
You can do so by logging a return on the Website, and we will arrange to collect the product from you at user’s cost as we work with an external delivery service. Once we have inspected the product and validated your return, we will repair / replace the product accordingly.
Where a repair is scheduled, it will not take longer than 21 days, if it will be longer than 21 days user will be notified prior to repair processing.
For products that are damaged beyond their warranty EMBASSY ONLINE has the right to decline the repair or return process from client after full inspection of the product.
- 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 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 EMBASSY ONLINE for the cost of handling and returning back to you.
Please note that we only refund to the payment method that you originally used – i.e., payment by PAYFAST will be refunded to the same method paid accordingly.
You are responsible for the cost and risk of returning the Goods to Us. You may return the goods as scheduled with our agents via WhatsApp help centre.
We will organise the courier to collect goods, we cannot be held responsible for Goods damaged or stolen in return process. We are unable to issue a refund without actual receipt of the Goods or proof of receive.
After inspection if found to be a factory fault we will refund the collection fee to user and refund or replace item at no additional costs, the initial return fee will serve as a deposit until evaluation is approved by returns team.
Returns turn around can take at minimum 7 to 14 working days.