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Returns and Refunds

Last updated: March 03, 2023

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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 or credit your account, subject to the terms below. This policy applies to products bought from Calla Bridal. 

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This policy forms part of the Calla Lily Bridal Terms and Conditions and 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.

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Due to the nature of the items we sell, we do not offer a refund, exchange or credit based on a 'change of mind'.

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If we accidentally deliver the wrong product to you or if the product is not as described on the Website (or if it is missing any accessories), 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 as soon as reasonably possible (or refund you if that is your preference). 

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1.  Products not eligible for returns

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The following products are not eligible for a refund, exchange or credit:

  • electronic vouchers;

  • books;

  • intimates, lingerie, swimwear, bodysuits or underwear;

  • jewelry for piercings;

  • a beauty product or fragrance which has been used;

  • foodstuff, beverages or other products intended for everyday consumption; or

  • products which have been personalized for you or made to your specifications, unless defective.

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2.  Products damaged on delivery

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Should a product be damaged at the time of delivery / collection, please notify us of such delivery / collection by logging a return on the Website. 

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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 / replacement is possible) or credit your account with the purchase price of the product (or refund you if that is your preference). Credits and refunds are normally handled within 8 days of logging the return (bear in mind that refunds can take 1-4 working days to reflect in your account). Repairs and replacements could take longer, depending on parts / replacement availability.

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 3.  Defective products

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We do our best to ensure that the products we deliver to you are of a high quality and without defects but due to the nature of some of the items we sell they may be slightly soiled and have signs of use. However, we do endeavor to disclose as much information as possible on the website prior to each item being sold.

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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. Please refer to our FAQs for some examples.

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The following will NOT be regarded as defects and will not entitle you to a return under this section 4: 

  • 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; and

  • where the specifications of a product, although accurately described on the Website and generally fit for its intended purpose, do not suit you.

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Please provide suitable packaging for returning the product, as well as all accessories that were sold with the defective item when you return it to us – regardless of whether you request a repair / replacement or a refund. Our courier reserves the right to refuse collection of a product that is not properly packaged for transport. See section 6 below for more information on this.

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4. Vouchers & Coupons

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There are two types of Coupons: a Coupon with a fixed amount of a discount, e.g. R100 off (“Fixed Coupon”), and a Coupon with a percentage discount, e.g. 10% off (“Percentage Coupon”).

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Where you have used a Fixed Coupon to pay for an order, and you or Calla Lily Bridal later cancels your order (or part thereof) prior to delivery of the relevant product(s), or you log a return of one or more products for a credit in accordance with this Policy, the value of the Fixed Coupon will be deducted from the purchase price of the cancelled or returned product(s) (as applicable), and we will credit your account for the balance, if any (or refund you if that is your preference). We will also provide you with a replacement Fixed Coupon of the same value as the original Fixed Coupon used. Calla Lily Bridal may in its sole discretion impose restrictions on the use of the replacement Fixed Coupon. For any subsequent cancellations or returns arising out of the same order, we will credit your account as normal with the value of the returned product (or refund you if that is your preference).

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Where you have used a Percentage Coupon to pay for an order, and you or Calla Lily Bridal cancels your order (or part thereof) prior to delivery of the relevant product(s), or you log a return of one or more products for a credit in accordance with this Policy, the value of the discount received using the Percentage Coupon will be deducted from the purchase price of the cancelled or returned product(s) (as applicable), and we will credit your account for the balance, if any (or refund you if that is your preference). We will also provide you with a replacement Fixed Coupon of the same value as the discount received using the original Percentage Coupon. Calla Lily Reloved Bridal may in its sole discretion impose restrictions on the use of the replacement Fixed Coupon. For any subsequent cancellations or returns arising out of the same order, we will credit your account as normal with the value of the returned product (or refund you if that is your preference).

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Wherever you have used a Voucher to purchase a product that you later return for a refund in accordance with this Policy, we cannot refund you in cash for that portion of the purchase price which you paid using the Voucher, but we will credit your account.

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5.  Charges

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If you return a defective product to us, but you fail to return all of the accessories that were sold with that product, we are entitled (subject to applicable law) to refuse the return, only to replace the item that you did return, or to estimate the value of the missing accessories and only to credit or refund you in respect of the returned item.

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If you return items to us by mistake and you want these returned to you, you may be liable to reimburse Calla Lily Bridal for the cost of having the product returned to you.

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If you return a product that does not comply with this policy, you may be liable to reimburse Calla Lily Bridal for the cost of collecting the product from you and the cost of having the product returned to you. 

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