We pride ourselves in sourcing the best quality products and therefore work closely with the local artisans to ensure this. If you’re not completely satisfied with your purchase, we will gladly accept returns and refunds/exchanges within 14 days of receipt.
To be eligible for a return the following conditions must be met:
- A request for return or refund/exchange must be submitted within 14 days of receipt.
- The product needs to be unused and returned to Hidden Treasure Stellenbosch.
Products that have been put to use or have signs of wear as a result of use will be exempt.
- Gift cards & Vouchers
- Event Tickets
- Items lost or damaged due to fire, flood or natural disaster
- Non-defective products – ‘Change of Mind’ reasoning
How to initiate the return and refund/exchange policy
Send an email to email@example.com and let us know why you wish to return or refund/exchange, please include the following in your email.
- Your order number.
- Detailed information and photos of why you are unsatisfied with your purchase.
We will only accept a return and refund you, if items are defective or damaged upon receipt or if they fall within our warranty terms. Once the return is received the goods will be inspected, an email will be sent to you notifying you on the approval or rejection of the return. If approved, a full refund will then be processed, and the respective payment will be made into your bank account.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at email@example.com.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
To return your product, you should mail your product to: Techno Park, Western Cape, 7600, South Africa
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are shipping an item over R550, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.