Cancellation/Refund Policy
If you change your mind about your order, please get in touch with us to inquire about the returns instructions within 7 working days of receiving the product and return the item unused and in its original packaging, within 7 days of receiving the item. Delivery and handling charges for returning unwanted items within the withdrawal “COOLING OFF” period (7 days) are borne by the buyer.
However, if you receive an item that's different to what was described, or is clearly in a worse condition than was indicated (e.g. you've received a used item in circumstances where the item was described as new), please report this to inquiries@sinansel.com within 7 days of receiving the item, and return the item to the supplier, in the same condition you received it, within 7 days of receiving the item. (See Returning unwanted products: below)
Returning unwanted products:
COOL OFF PERIOD - You have 7 calendar days starting the day you, or a third party indicated by you, receive the product to cancel your contract, unless the product does not have return rights. Please return the product as soon as possible following the cancellation of your contract. The product must be sent to us within 7 calendar days from your notice to us of your cancellation. You are responsible for the return shipping costs of the product when you cancel your contract.
Section 16 of the CPA provides that any goods purchased as a result of can be returned within 7 days of receiving the goods. The cost and risk of return is borne by the Consumer.
Unwanted products must be returned unused and in good condition. You must take care to ensure that the product is properly packaged so that it will not be damaged while in transit. If the product is found to be used beyond what it takes for you to reasonably inspect it or damaged, then we may reject a refund. So, if you wish to return any non-defective product delivered to you for a refund as aforesaid, please do not remove the product from its original packaging and/or use or wear the Product.
Please note that if you change your mind about a product that you have received (Change Of Heart), the following will apply:
- 1. Full Refund, less Initial Shipping costs in form of Store Credit
- 2. Full Cash Refund, less Initial Shipping Fee and Return Shipping Fee (where applicable). Handling Fee may apply.
Defective, faulty or non-conforming products:
We encourage you to inspect each product carefully upon receipt. If a product has a defect or fault existing at the time of delivery or otherwise does not conform to your order, you have a statutory right to return the product. We strongly encourage you to get in touch with our support team as soon as you become aware of any problems.
Section 16 of the CPA provides that any goods purchased as a result of can be returned within 7 days of receiving the goods. If found to be defective, faulty or damaged within 7 days of receiving the item, then The cost and risk of return is borne by SINANSEL.
Contact: inquiries@sinansel.com
If you return a defective, faulty or non-conforming product to us, the product will be inspected at our warehouse. If a defect or fault is found or the product does not match your order, we will be happy to exchange the product, in accordance with applicable law. Products that have been misused or changed may not be eligible for returns.
If you are eligible for a refund, such refund will be processed within 7-14 Business days of our receipt of the product.
REFUNDS
Once the warehouse receives your parcel, we will reimburse the item price less the delivery costs. Please note that it takes a minimal time to process refunds, however, liaising with the supplier may lengthen the process, but we aim to process your refund within 7-14 Business days of receiving your item. (Please take note that after the Refund has been processed, it may take up to 7-10 working days for the amount to reflect as we use a third party online payment gateway for all orders received and refunded.)
How to return your SINANSEL Products:
You must follow the below process to return a product to us.
Contact: inquiries@sinansel.com
- Specify the reason for the return with attached images where applicable
- Specify if you want to receive credit on your account or a refund.
- For exchanges, please call or email the Customer Support team.
Pack item into box;
Pack the item(s) in their original packaging into a box to protect the items you are returning.
Ensure that the Product is packaged, together with all accessories, instructions and manual documentation. The product must not be damaged, scratched or soiled in any manner.
SINANSEL is not able to accept the return of any products which have not gone through the above process. Products returned may be sent back to you at your expense if received in an unacceptable state. Please treat products and packaging with reasonable care while in your possession.
We require the “Order Number”, which you will find in your “My Account”
to be able to expedite your query with appropriate urgency
Please note that we reserve the right to charge a handling fee for all Refunds
Any item which was not purchased from SINANSEL but returned to us cannot be re-sent to you. SINANSEL will not be liable for storage, returning, disposing of or otherwise taking any responsibility over any such item.
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 <inquiries@sinansel.com and send your item to: 261 Magdalena Willers, Kilner Park Ext 1, Pretoria 0186, South Africa
Gifts
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.
Shipping
To return your product, you should mail your product to: 261 Magdalena Willers, Kilner Park Ext 1, Pretoria 0186, South Africa
Specific policies by product category:
Below is a list of products that may have no returns or other limitations.
| Category | Specific reasons |
| Baby Products | All baby items need to be returned in original and new condition or condition at the time of purchase. If, upon inspection, the items appear to be used, worn or without tags, we will not be able to process your return. |
| Mattresses & Bedding | For hygiene reasons we cannot accept returns on any opened mattresses or bedding. Bedding items include duvets, pillows, mattress toppers etc. |
| Jewellery | We cannot accept returns on any pierced body jewellery such as earrings for hygiene reasons. |
| Food, Beverages & Flowers | We do not accept returns on perishable items such as food, beverages and flowers. |
| Clothes, Shoes & Watches | Clothes must be returned unused and in a resalable condition with all tags. If, upon inspection, clothes appear to be worn or without tags, we cannot accept returns. We cannot accept returns on certain types of clothing such as underwear, swimwear for hygiene reasons. |
| Health & Beauty | We cannot accept returns on items where packaging seals have been broken due to hygiene and safety reasons. This includes all Adult paraphernalia. |
| Furniture – Outdoor & Indoor | We are unable to accept returns on any self-assembly products that have been partially or fully assembled. We try to provide accurate measurements on our deal page and we are unable to accept returns where furniture will not fit through the doors at the delivery address. Products must be undamaged and unused. |
| Electronics
| For returns on any electronic items ensure that all accessories and manuals / and or booklets with original packaging is included. In order to protect your privacy and other interests in data, please delete all data on returned electronics and reset the products to factory settings. We are not responsible for any data contained on returned items. |
If you fail to comply with the provisions of this Returns Policy, we reserve the right to refuse returns or to charge you our fees and expenses