Refunds and Exchanges
1. Refunds & Exchanges
At Ma Petite, we understand that sometimes a product is not quite right and you may wish to have a refund or exchange.
We ask that you contact us within 7 days of receiving your order by emailing firstname.lastname@example.org. You have 7 further days to return an item(s).
Please quote your order number which you will find on your order confirmation email and your full name. Please explain the reason why you want to send your item(s) back. If an item is faulty, please provide full details.
All items must be returned in the condition that you received it, with all tags still attached and box packaging included where applicable. The item must be unassembled and unused and in sellable condition.
For all custom designed, and made to order products, we will go through an approval and revision round to ensure you are completely satisfied before going into production. Custom designed and made to order products cannot be returned, unless there is a fault or manufacturer flaw. Please refer to point 6 below for more details on returns for faulty goods.
Custom designed and made to order products include personalised items which have been personalised with your requested text, or colours, as well as wallpaper as they are printed to order in the number of panels required for your order.
2. HOW TO RETURN YOUR PURCHASE
You as the customer are responsible for the payment of R95 postage/shipping for returns (round trip – outgoing and incoming) which will be deducted from your refund. Please note that this may differ from your original invoice as we offer a flat rate / discounted shipping fee, and sometimes absorb additional costs.
Please read these instructions on how to return an item;
- Please pack the item include all packaging you received the item with (bubble wrap, carton, etc..)
- We will send our courier to collect the item from you on a date which is prior arranged and confirmed to be suitable for you.
You will receive an email confirming that we have received your return and that you have been credited. Please allow between 3 and 10 working days for your bank to complete the transaction, depending on their processing time.
3. Late Returns
Returns for a refund must be requested within seven days of receiving your order. For returns received outside of this time frame, a store credit may be will be issued in the form of a gift card within 4 weeks of purchase. Eligibility for a late return will be handled on a case by case basis. If the product is retuned outside of the 4 week period, we cannot offer a gift card. No returns will be accepted outside of the 4 week period.
If you would like to exchange for another product, we will issue you with a gift card for the value of the item(s) returned and you can place a new order.
5. Receiving a refund
Your refund will be credited to match the original payment price. This will exclude shipping costs (with the exception of faulty items if applicable).
6. Faulty goods
Goods are classified as faulty if they are received damaged.
Personally inspect packaging on delivery and note any damage on the receiving ticket before signing for it. If you have not opened the packages please write the words “unchecked” next to your name on the waybill.
Please report any shortages or damages within 24 hours from the time of receiving your merchandise in writing via e-mail. Please explain the problem or defect and include any photographs if possible so that we may best assist you. It may be that only a replacement part is required instead of shipping the complete product back to us, which will be issued at our own discretion.
Please note that damaged items as a result of wear and tear are not considered to be faulty. Please contact us within 24 hours of receiving your order if your item has been delivered in a faulty state. Queries placed outside of this timeframe may not qualify for a refund. If we do receive notification within this time frame (24 hours), we will process an exchange for any faulty item received.
Replacements can only be made once we have determined that there was a manufacturer defect or damage caused during transit.
If you do receive a faulty item, we will arrange a pick up of this item free of charge and arrange for a replacement to be sent or a refund to be processed. If the pick up is agreed and you, the customer are not at the premises when the courier arrives, you will be charged a R95 unavailability charge as well as the price of the pick up: R95. Any future pick up's will be at the customer's cost.
We do not accept returns or exchanges for any reason 30 days after delivery.
All custom made orders are made especially for you and are therefore final sales. We cannot accept returns, cancellations or exchanges on custom orders unless there is a manufacturer flaw.
Please feel free to contact us with any queries on email@example.com.