Thank you for your purchase. We hope you are happy with your purchase. However, if you are not completely satisfied with your purchase for any reason, you may return it to us for a full refund or store credit. Please see below for more information on our return policy.
This Policy forms part of the Xemote Terms and Use, and so words defined in the Terms and Use 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.
RETURNS PROCESS
All returns must be requested within fourteen (14) days of the purchase date. All returned items must be in new and unused condition, with all original tags and labels attached.
To return an item, please email customer service at support@xemote.co.za to obtain a Return Merchandise Authorisation (RMA) number. After receiving an RMA number, prepare your products for a return as described below.
Once the products are prepared, confirm with customer service that the package is ready for collection. Xemote will arrange a courier pickup.
Please note that you will be responsible for all return shipping charges.
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;
- clearly mark your Return Merchandise Authorisation (RMA) 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.
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 contacting us at support@xemote.co.za.
We will arrange to collect the product from you at no charge. Once we have inspected the product and validated your return, we will replace the product as soon as possible (if we have the same product in stock to use as a replacement) or credit your account with the purchase price of the product (or refund you if that is your preference).
DEFECTIVE PRODUCTS
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.
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;
- 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;
REFUNDS
After receiving your return and inspecting the condition of your item, we will process your return. Please allow at least seven (7) days from the receipt of your item to process your return. Refunds may take 1-2 billing cycles to appear on your credit card statement, depending on your credit card company. We will notify you by email when your return has been processed.
EXCEPTIONS
The following items cannot be returned:
- Digital Goods
QUESTIONS
If you have any questions concerning our return policy, please contact us at:
012 665 1122
support@xemote.co.za