Refund policy

Last Updated: November 19, 2024

At Ingane Yam Pty Ltd T/A iNgane, we strive to ensure customer satisfaction with every purchase. Below is our policy for returns and refunds, applicable to both domestic and international customers.

Eligibility

  • Return Period: Returns are accepted within 30 days of delivery.
  • Item Condition: Returned items must be unused, in their original condition, and in the original packaging.
  • Exclusions: Items marked as final sale are not eligible for return or refund. These exclusions will be clearly stated on the product description.

Return Process

  1. Initiating a Return:

    • Contact our customer service team at 012 001 1208 or email us at customercare@ingane.co.za to request a return authorization.
    • Include your order number and a brief description of the reason for the return.

  2. Return Shipping Costs:

    • For domestic customers, the cost of return shipping is the customer’s responsibility unless the return is due to an error on our part (e.g., incorrect or defective items).
    • For international customers, all costs associated with returning an item, including shipping, customs, and any related fees, are the customer’s responsibility.

  3. Non-Refundable Fees:

    • Original shipping fees are non-refundable unless the return is due to a mistake on our end.

Exchanges

  • We do not offer direct exchanges at this time.
  • Customers wishing to exchange an item must follow the return process and place a new order for the desired item.

Damaged or Defective Items

  • If your item arrives damaged or defective, please contact us immediately with:
    • A description of the issue.
    • Photographs clearly showing the damage or defect.
  • We will provide a replacement or issue a refund, as appropriate, at no additional cost to the customer.

Refund Process

  • Refunds are issued to the original payment method once the returned item is inspected and approved.
  • Please allow 7-10 business days for the refund to reflect in your account after approval.

Final Sale Items

  • Certain items are marked as final sale and are not eligible for return or refund.
  • Final sale status will be clearly indicated in the product description at the time of purchase.

International Returns

For our international customers, please note:

  • Return shipping, customs duties, and any additional fees are the sole responsibility of the customer.
  • Refunds will be processed only for the product cost and exclude the original shipping fees and any associated return costs.

For further assistance, contact us at customercare@ingane.co.za or 012 001 1208.