17 – GENERAL RETURNS
Most items purchased on Men’s Den can be returned to us for a full refund.
Hassle-Free Exchanges & Returns for 30 Days
18 – RETURNS
If you are not completely satisfied with your purchase, simply return the items to us in their original condition and packaging within 30 days of receipt. We will send you the return address as most items will need to be sent directly back to the suppliers. After it has been returned the supplier they will inspect the item/s and will inform us on the refund/return. If the supplier refuses to accept the return due to the item been damaged, used or modified we will not be able to issue you the return/refund.
Exchanges (Fashion, sportswear and shoes only)
Wrong size? Don’t quite like the colour? You can exchange your purchased item for a different size and/or colour up to 30 days from the day you received it, completely free of charge.
The item must be unworn and unused (other than trials) with the original tags still attached. Packaging should be returned in an undamaged condition with the item
When does this policy not apply?
If the item is:
- older than 30 days
- opened, unsealed, used or missing any accessories
- a digital product such as an eBook, electronic voucher, gaming code or other digital download;
- an audio or video recording or computer software that has been unsealed;
- a newspaper, periodical or magazine;
- a foodstuff, beverage, or other product intended for everyday consumption;
- a nursing or maternity product that has been unsealed, including (but not limited to) breast pumps, bottles, formula, maternity underwear, nappies and wipes;
- a beauty product or fragrance which has been used; or
- a product which has been personalised for you or made to your specifications
- if it is a non-returnable item
- if the seal on a game, computer, electronic, baby, toys, health or beauty item is broken
All GAMES, COMPUTERS, ELECTRONICS, BABY, TOYS, HEALTH and BEAUTY items need to be returned unopened/sealed.
19 – STATUTORY RETURNS
Section 44 of the Electronic Communications and Transactions Act may apply to your order. Section 44 is only applicable if you are a natural person – in other words, a human being. You must also be the end user of the goods or service. If you qualify as a consumer under the ECT Act, you may be entitled to cancel some electronic transactions within seven days, without reason or penalty.
You must return any goods in new condition with all packaging and materials. We will refund the purchase price of the goods (minus the 10 % Administration costs of returning the goods) within 30 days of the date of cancellation.
The original delivery charge will not be refunded and the cost for returning the parcel is at your expense. Please include your order number in the box of the return so that your refund can be processed.
The following goods cannot be returned in terms of the ECT Act:
- Unsealed video games, software or other audio or video recordings,
- Books, magazines or other periodicals, and
- Items we have specially sourced for you
Section 56 of the Consumer Protection Act may also apply to your order. Section 56 will only apply if:
- you are a natural person – in other words, a human being, or
- a juristic person (like a company, trust or closed corporation) with an annual turnover of less than R2million.
If you qualify as a consumer in terms of the CPA then all of our goods sold to you are sold with an implied warranty of quality against any defects for six months of normal household or business use, from the time we supplied the goods.
Defective goods are those that had a defect or were unsafe when we supplied them. A defect usually means that the goods were manufactured using materials, components or workmanship below an acceptable standard. You must prove that goods are defective.
We will replace or repair any defective goods that you return to us during the six-month statutory warranty.
All items sent back to us must be sent back at your own cost. We do not pay for return shipping.
We may inspect the goods to confirm that they are defective before we do so.
Our customer services department may tell you that they do not believe you have a claim, for example because the warranty period of the goods has expired. In this case we may refuse to replace goods, or refuse to pay a refund.
Deliver the defective physical goods under warranty to us or post them by normal prepaid registered post, insured against loss, damage and theft. The street and postal addresses for all returns are the same as for our customer services department, details of which are below.
Once we have received the package, we will notify you that we have received the physical goods. Please note that it is your responsibility to ensure that the package is delivered to Men’s Den within the returns window provided and at the correct address.
If you claim that our goods are defective, our technicians will examine the goods for defects. In the case of physical goods, our technicians will examine the actual goods. They will report to us whether the goods were defective, were misused or are of good quality. If our technician reports that the goods were misused, were of good quality, were not provided to you for a specific purpose or were suitable for that purpose, then we will not replace or refund the goods.
If you choose for us to replace or repair the goods, we will contact you as soon as reasonably possible to organise the necessary steps to repair or replace the goods.
If you choose for us to make a refund, we will contact you and arrange payment of the refunded amount into a bank account of your choice within 30 days of cancellation.
We aim for complete customer satisfaction. We respect our customers’ rights and always try to comply with best practice and all relevant laws. If you are not satisfied with any of our goods, or have any questions, please contact our customer services department and have your invoice ready. We will try our best to solve your problem.
20 – INCORRECT ITEMS
We will either replace the item or refund you for any item that you receive that does not match the description advertised on the website. We will usually need you to return the item to us at no additional cost to yourself.
Please contact us at [email protected] within 24 hours where the item is not what you ordered.
21 – WARRANTY SUPPORT – COMPUTERS AND ELECTRONICS
All COMPUTERS and ELECTRONICS products sold on The Men’s Den (excluding Gaming Consoles) carry their full manufacturer’s warranty as stipulated by the official South African distributor, unless otherwise specified. Such warranty is usually, but not limited to, 12 months and if not stipulated on the The Men’s Den website can be requested by contacting [email protected] Items under warranty are sent to the relevant supplier or official service centre for repair or replacement. Such Manufacturer Guarantee is restricted to the costs of repair or replacement of faulty goods or refund of the purchase price at the sole discretion of Mens Den and its suppliers after investigation and/or testing of goods. Defective software may only be exchanged for the identical item.
All Hardware Manufacturer Guarantees are immediately null and void if equipment has been tampered with, warranty stickers have been removed, seals on equipment have been broken by anyone other than the manufacturer’s representative or if the goods have been operated outside the manufacturer’s specifications.
Under no circumstances will Men’s Den be liable for any damage arising from any misuse or abuse of the goods. Men’s Den cannot be held responsible for any data loss whatsoever from storage media returned for exchange or repair.
Please ensure that all games and software are compatible with your current hardware, operating system or console as Men’s Den cannot be responsible for system incompatibilities. System requirements are usually available on the publisher’s official website. If you are still unsure of whether the item is compatible with your system, please contact [email protected] for further confirmation.