Refund and Returns Policy
Trouve Solutions strives to provide the best possible service to its customers and has put the appropriate measures in place to ensure all its staff and suppliers are fully aware of and comply with the Consumer Protection Act. We are committed to operate our business in terms of the requirements of the Consumer Protection Act and our returns policy is aligned therewith.
We want you to be happy with your purchase. If you are not satisfied, you may return the product to us and we will either replace it, or credit your account, subject to the terms below. This Policy applies to products bought from Trouve Solutions itself and not from Third Party Sellers.
This Policy forms part of the Trouve Solutions Terms and Conditions, and thus words defined in the Terms and Conditions have the same meaning in this Policy, unless the context indicates otherwise. Nothing in this Policy is intended to limit your statutory rights in any way.
Changed your mind?
Where you have changed your mind and would like a credit for a product, you may return it – provided that the product was not personalised for you, made to your specifications, or is supplied on a special-order basis.
We will collect the product from you at no charge (South Africa only). Once we have inspected the product and validated your return, we will credit your account with the purchase price of the product within 10 business days of the return (or refund you if that is your preference).
Not what you ordered?
If we delivered the incorrect goods, we need to be informed within 48 hours of receipt of said goods. The goods must be unopened and in its original packaging. We will either refund the purchase price of the products or exchange it for the correct product. Refunds will be finalised within 10 business days.
Products damaged on delivery?
Should a product be damaged or missing any parts or accessories at the time of delivery, please notify us within 7 days of such delivery by logging a return on the Website.
We will arrange to collect the product from you at no charge (South Africa only). Once we have inspected the product and validated your return, we will repair / replace the product based on your preference as soon as possible (if such repair is possible or we have the same product in stock to use as a replacement). Alternatively we will credit your account with the purchase price of the product (or refund you if that is your preference).
Defective products?
We do our best to ensure that the products we deliver to you are of a high quality, in good working order and without defects.
What is a defect? A defect is a material imperfection in the manufacture of a product or any characteristic of a product, which makes the product less acceptable than one would reasonably be entitled to expect. Please refer to our FAQs for some examples.
The following will NOT be regarded as defects and will not entitle you to a return:
- faults resulting from normal wear and tear;
- damage arising from negligence, user abuse or incorrect usage of the product;
- damage arising from electrical surges or sea / air corrosion;
- damage arising from a failure to adequately care for the product;
- damage arising from unauthorised alterations to the product;
- where the specifications of a product, although accurately described on the Website and generally fit for its intended purpose, do not suit you; and
- in relation to Unboxed Deals or used products, signs of handling and/or repackaging.
Preparing your products for a return
To ensure your request is processed as quickly as possible you are responsible for the following when returning your products:
- package your products safely and securely for protection during transit;
- clearly mark your return reference number on the outside of the parcel;
Failure to adhere to any of these requirements may delay the processing of your request or result in its decline altogether.
Gift Vouchers
Wherever you have used a Gift Voucher to purchase a product that you later return for a refund in accordance with the Policy, we cannot refund you in cash for that portion of the purchase price which you paid using the Gift Voucher, but we will credit your account.
Bundles
There are two types of bundles: a bundle consisting of products that either we or you (as provided on our website) have combined together into a single bundle (“Bundle Deal“); or a bundle compiled by our supplier and supplied to us as a single unit (“Pre-packed Bundle“). All returns relating to bundles are subject to the terms of this Policy as read with the following provisions:
- Bundle Deal – You may return a Bundle Deal as a whole or any of its component products individually to us provided that the returned items are unused. If you qualify for a credit in respect of any component product, we will credit your account with the actual purchase price (after applying any applicable saving or discount) you paid for such a product as displayed in your order history.
- Pre-packed Bundle – Unless otherwise indicated by us, your return of a Pre-packed Bundle will only be accepted if you return all of its component products to us and the components are unused.
Failure to do so may result in us declining the return of a Bundle.
Charges and refunds
If you return a product that does not comply with this Policy, you may be liable to reimburse Trouve Solutions for the cost of collecting the product from you and the cost of having the product returned to you.
Under no circumstances will donations you make on our Website, or any goodwill credit you may receive from us, be refunded.
Please note that we only refund to the payment method that you originally used – i.e. payment by credit card will be refunded to the same credit card and payment by EFT will be refunded to the account that the payment originated from.
