RETURNS & EXCHANGES POLICY
Please note the returns policy outlined below is for purchases made online only. We regrettably cannot process refunds or credits in store for any items purchased online or visa versa.
At Double Agent we take great pride in our reputation for quality, and we will provide you with an exchange or refund for full priced items where:
– the goods are in saleable condition, in their original packaging with all tags still intact;
– the goods have not been worn, damaged or washed;
– the original invoice is included as proof of purchase;
-a returns request is made within 7 days from the date of receipt of the goods.
Please Note: There is no exchange or refunds on sale items.
If any defects in the Goods are discovered within a period of six months after delivery, this must be reported to us as soon as reasonably possible after receiving the Goods and must be returned to us within a period of six months after delivery for either repair, replacement or refund, according to the procedures set out below.
If the Goods are not the same as what was ordered this must be reported within 24 hours of delivery.
Any damage must also be immediately reported, within 24 hours of delivery.
To Return an Item
If you would like to return an item, please ensure your item and order adheres to the above terms and then follow the instructions below.
Submit a Return Request:
Within 7 days of receiving your order please email us with your full name, telephone number, invoice number, reason for return and the product details you wish to return.
Wait For Confirmation:
Once you have registered for a return we will assess your request and will notify you of the outcome. We will do our best to get back to you within 24-48 hours of receiving your return request and contact you via phone or email to advise you of the outcome.
Send Your Return:
If your return request is approved we will arrange to have the product returned to us via our preferred courier within 2 weeks from date of the notification email. Please ensure the goods are properly packaged to ensure that damage does not occur during the return courier.
A R200 fee will be levied against the credit note issued to cover the cost of courier (original cost of sending as well as cost of returning)
However, Return of defective goods will be at no charge to the client.
Once your return is received by our customer service team, the item(s) will be checked to ensure it complies with our returns policy and a return outcome will be determined. We will do our best to provide you an outcome within 24-48 hours and will contact you via phone or email to advise you.
In the instance that there is a balance owing as a result of an exchange this balance will need to be paid in full to complete the transaction.
Refunds can take up to 14 business days to be processed – your patience is greatly appreciated. The original payment method will be refunded in full (excluding any shipping costs associated with the order) for the value of the item(s) for which the refund has been approved.
Call us: (011) 783 3659
Our customer service team are available Monday – Friday 8am – 4pm