Shipping Policy
- Upon receipt of the payment, a delivery date will be arranged.
- The delivery date will be confirmed as soon as the payment reflects with the Bank.
- In the unlikely event of The Vendor not being able to meet the delivery date as confirmed, the client will be informed in order to make alternative suitable arrangements.
- Delivery will only take place once full payment is received, and until such time, items will remain the property of Thula Baba.
Refund policy
Online orders cancelled before receiving the product
- If the product is cancelled within 7 days and we have not dispatched it yet, a cancellation fee of 7.5% (with a minimum of R100) + banking costs which might be incurred will be charged.
- If we started manufacturing the product already, before cancellation, we reserve the right to ask for a cancellation fee.
- If the product was customized in any way, we reserve the right to ask for a higher cancellation fee.
- If a product has been dispatched before cancellation, the full cost to return the product to the Thula Baba Basket premises will be charged extra.
- After 7 days no cancellation will be accepted.
Cancellation of online orders after receiving the product
- If the client contacts us within 7 days after receiving the product, the product was received in good condition and it is just a matter of preference, a credit to the value of 90% of the item bought will be given, but no cash refund. The client will additionally be liable for transport costs.
- If, in the client’s opinion, the product is defective and we agree, the options to either repair the product or to replace it with a new product will be offered. We reserve the right to still hold the client liable for transport costs, if in an outlying area.
- If in our opinion the product cannot be deemed defective, we will still offer a 90% credit, no cash refund, and transport costs will be deducted.
- If the client contacts us after the 7-day period is over, no credits will be given on products in good condition and defective products will be treated under our normal guarantee.
- If the item in question was customized in any way, the product cannot be returned unless deemed defective, but please note, we will be much stricter in applying this policy as customized items are more difficult to sell and often the “defect” can be traced back to the very customization the client requested.