Returns and Exchanges

Return and Exchange Policy

To guarantee customer satisfaction, we offer free returns for the products that for some reasons did not met our customer's expectations.

You can create a return request right from your customer account.

We understand no customer wants to be left with a product they can't use or they received an incorrect order. Aveade.com is a marketplace that take care of the issues beyond customer expectations. We developed this marketplace to help mitigate and create seamless shopping experience. Our Free Return policy is subject to the following terms and conditions below. 

Customer satisfaction is very much important according to our standard of operation. No customer should be forced to accept wrong order and product that are not functioning according to the standard it was intended for. We offer FREE RETURN were the customer have received wrong order, and dysfunctional product. Our sellers are required to cover the cost related to their product offering that does not meet our quality standard. So you can shop knowing we have you covered incase you receive product that are not according to our standard.

SHOP WITH CONFIDENCE, WE GOT YOU COVERED!!!!


Procedure of returning a product


1Pack all the items in the original packing. Items bought as sets must be returned in sets, If gifts were offered, must also be returned, and then lodge a return.
2Fully address the reason why you returning the item.
3Attach any proof were possible supporting your your findings, or if the item is not what you ordered. 
4We will collect the return from you and deliver it back to the seller. Once the return is delivered to the seller, we give the seller 48 business working hours to inspect the returned item, together with the proof you provided supporting your findings. We reserve the right to finalize and conclude the outcome of any return to make sure you are protected.

5After the seller inspected the return, were eligible, we will credit, replace or refund you, (refunds will be processed within 30 business working days after the return was concluded). 


Eligibility of Items for Return or Exchange
Customers have the right to return eligible product purchased on the aveade.com marketplace within 30 (thirty) calendar days from the moment of receiving those items from the Seller. The items can be returned only if they are in their original condition, factory labels, unopened, unsealed, not used and can be resold.

Acceptable Return Conditions

  • Manufacture defective: refers to an error in the design or production of a product, causing the product not to function properly.
  • Wrong order: refers to receiving a wrongful product from the one you paid for when making a purchase on the aveade marketplace website.
  • Changed my mind: refers to product you purchased and you have not used the product, the product is still new and still in unopened product box and the product is in it's original condition and can be resold.
  • Not working: refers to receiving order that is not functioning.
  • Other: refers to any other reason other than the ones listed above.


Eligible Return and exchange 

  1. Manufacture defective: Customers are entitled to notify the Seller about any discovered defects and demand to rectify or exchange them within 30 (thirty) calendar days from the moment the customer received the items from the Seller. Return charges of defective product will be covered by the seller. The only exception are defects caused by improper handling, and misuse of the Items by the Customer.
  2. Wrong order: Customers are entitled to notify us, when they received wrong order item from the seller within 30 (thirty) calendar days from the moment they received the item from the Seller. Return Charges will be covered by the seller, if the customer ordered the wrong item, the customer will be liable for delivery and return charges.
  3. Changed my mind: Customers are entitle to notify us, when they changed their minds about order item they no longer wish to buy and they already paid and, or they received the order within 30 (thirty) calendar days from the date of purchase. The customer will be charged delivery and return fees when the order was already dispatched, and when the customer received the order. A restocking fee of 15% of the value of the item will be deducted from your balance when you require refund for the product you unboxed, No restocking fee will be charged when the item is returned unopened, still in its original manufacturing packaging and condition. 
  4. Not working: Customers are entitled to notify the Seller about receiving item that are not working, notifying them to refund or exchange the item within 30 (thirty) calendar days from the date of purchase. The seller will cover the cost of the return of the product that you received that is not functioning.
  5. Other: Customers should notify the seller of any other return conditions, within 30 days return window period specified by the seller from the date of purchase by the customers, Return charges and redelivery covered by the customer.


Delivery fees are non-refundable, so order the product you really sure about to avoid delivery and return charges that are associated.

The following products are not eligible for return:

  • Earring
  • Underwear
  • Bodysuits, swimwear, lingerie
  • Socks
  • Sunglasses
  • Jewelry
  • Personalised items.
  • Make-up and toiletries
  • DVDs, CDs, games and computer software
  • Gifts, vouchers,
  • Books
  • Adultery rated 18+ product 
  • Screen protectors, phone cases

If you receive a wrong product from what you ordered even if is one of the product listed above, and you did not open the item, that item becomes eligible for exchange, the seller will be required to send the correct item.

Exchange

After 30 days you have made a purchase of a product on aveade, And experience issues with the product you purchased on aveade.com, The seller will repair, replace, refund or credit you were the product is still under the warranty period they advertised, from the date you made a purchase. The seller is required to honour the warranty of the product(s) they listed on Aveade Marketplace. The seller might refer you to the manufacture if the product is covered by the manufacture, distributor, or supplier of the product they listed on the Aveade Marketplace.

Refund

To make sure you are covered, Aveade requires the seller to refund your money back in full within 30 business working days of receipt, Aveade will follow all the relevant channels to make sure you get your money back, were the seller failed to fulfill the order, delivered a wrong product, or defective product that you can't use. All sellers are required to refund customers according to our Terms and conditions to protect you from unfair treatment customers faces when they shop direct from the seller's websites and retail stores. Protect yourself by using our trusted services. You get what you ordered or you get your money back.

Seller Protection Against Fraudulent Customers

We protect our sellers against fraudulent customers who uses and abuse the item they purchased from or outside of our platform, and purchase new ones and return them as "defective, damaged, wrong order and not working", we monitor your return performance when we conduct product return. If a customer is found violating any terms of our customer services, your account will be disabled and the funds will be froze until investigations are completed. If we identify or receive a notice from the seller stating you have returned a fake, or used product and claim the product was sold  by the seller, your account will be disabled with immediate effect, without notice, pending investigation. We will notify you after your account was disabled.

Customer Protection Against Fraudulent Sellers

Customers are protected under our terms and conditions and SLA we have with the sellers. If you receive, or spot any product that raise quality concerns related to the product you purchased from our marketplace, you are more than welcome to question and communicate with the seller. If you believe you have received the product and does not function according to how it was described by the seller, you are eligible to lodge a return, such return are covered under our quality assurance service, the seller in this case will cover the cost associated with the return and redelivery of the order. 

Our return and refund policy is described above. According to South African law, stores are legally required to post their refund policy. And to make sure our customers are protected, all third party sellers on our platform have a minimum return window of 30 days of purchase.