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Returns Policy

At QOOTZY, we would like our customers to be one hundred percent happy with their product purchases.

In the unlikely event that the product you have purchased is faulty or is different to its description and/or image, we are happy for you to return it within 14 days of receipt of the purchase.

We are also happy for you to return goods if you have changed your mind within 14 days of receipt of purchase.

Please email us at info@qootzy.co.za as soon as you receive your order to let us know and we will be in touch about the best way to return the item. When the goods have been returned in perfect condition, QOOTZY will then offer you either a full refund or a store credit to the same value. Payments will be made by QOOTZY via Payfast or EFT.  The associated shipping costs will not be refunded. 

If a product is no available for an unforeseen reason, or may have just sold out. Qootzy will offer you a store credit or refund to the same value as the item including shipping costs.

Please note: If you purchase a product which is handmade to order, Qootzy will not accept returns or a change of mind.

RETURNING DAMAGED / DEFECTIVE ITEMS

In cases of damage or defect, the return process can often be expedited by providing a digital image of the damage or defect (along with a clear description of the problem) in an email to info@qootzy.co.za. In many cases, action (in the form of replacement, refund or account credit) can be taken as soon as substantiation of the claim has been provided by the customer.

If the damage / defect cannot be verified over the phone or via email contact, the item may be required to return to Qootzy for inspection before a determination can be made as to the state of the product.

WHO COVERS THE RETURN SHIPPING COST?

Under no circumstance does Qootzy reimburse (or provide credit) for return shipping costs incurred by the customer. If a product is damaged or defective, the recipient must make arrangements with Qootzy support as to how the return should be handled prior to placing the items back in transit to Qootzy.

HOW TO RETURN AN ITEM

  1. Contact Us to request a return. You must make this request within 30 days of receiving the shipment.
  2. Be sure to specify the reason for the return request in your message and indicate any preference for replacement (whether exchanging for an identical product or selecting an alternate style, size or color), account credit, or a refund.
  3. Once the topic is selected, you will be asked to select the product that you want to return.
  4. Use the Upload File button to proactively provide digital images of damaged or defective products.

WHAT THE RETURN PROCESS USUALLY ENTAILS

If you have requested a refund, be advised that returning funds usually take 7-21 days to appear in the account used to make the purchase (depending on the processing speed of the bank that issued the funds).

If you have requested an exchange in a different size or style, an email will be sent letting you know once the reprint has been initiated.