Returns, Exchanges & Cancellations
We hope you are delighted with your purchase from Duikersdrift Winelands Country Escape. This policy outlines your rights and our process regarding returns, exchanges, and refunds for Goods purchased on our website, in line with the Consumer Protection Act (CPA) and the Electronic Communications and Transactions Act (ECTA).
2.1. As an online consumer, you are entitled to a “cooling-off” period.
2.2. You may cancel the transaction for the supply of Goods without reason and without penalty within seven (7) days after the date of receipt of the Goods.
2.3. To cancel, you must notify us in writing (email is acceptable) within this 7-day period. The only charge that may be levied on you is the direct cost of returning the Goods.
2.4. Once we have received the returned Goods in their original condition, we will inspect it and process a full refund of the purchase price to your original payment method within 30 days.
Due to the nature of our products, the cooling-off right does not apply to:
- Perishable Goods: Foodstuffs, beverages (including wine and olive oil), or other goods intended for everyday consumption .
- Personalised Goods: Goods made to your specifications or clearly personalised.
- Unsealed Goods: Audio or video recordings or computer software (if applicable) that were unsealed by you.
4.1. You have the right to return Goods to us if they are:
– Defective or faulty at the time of delivery.
– Damaged during delivery.
– Not of good quality, safe, or reasonably suitable for their generally intended purpose.
4.2. If you return a faulty or defective item, we will bear the cost of return shipping. You may choose to receive a:
– Refund of the full purchase price; or
– Replacement item (if available).
If you receive an item that does not match your order (wrong product or incorrect quantity), please contact us immediately. We will arrange for the correct item to be sent and cover the return cost of the incorrect item.
To be eligible for a return (where applicable), the item must be:
- In its original packaging.
- Unused and in the same condition that you received it.
- Accompanied by the original receipt or proof of purchase.
- Contact us first: Please email sales@duikersdrift.com with your order number, the item you wish to return, and the reason for the return. Do not send any item back without prior authorisation.
- We will provide you with a Return Authorisation and the correct return address. Returns sent without authorisation may not be accepted.
- Pack and Ship: Securely pack the item and ship it to us. We recommend using a trackable shipping service, as we cannot guarantee receipt of your returned item.
- Processing: Once we receive and inspect the item, we will notify you of the approval or rejection of your refund/exchange. Approved refunds will be processed to the original method of payment.
8.1. All requests to cancel or amend an order for Goods (including wine, olive oil, bath products, and home goods) must be submitted before the order has been dispatched from our premises.
8.2 If we receive your cancellation request before your order has been shipped, we will cancel the order and process a full refund to your original method of payment within 30 days. No penalty will apply.
8.3 If your order has already been shipped by the time we receive your cancellation or amendment request:
- Cancellation: You are entitled to exercise your cooling-off rights as set out above, but you will be responsible for the direct cost of returning the Goods to us.
- Amendment (e.g., changing delivery date): We will endeavor to accommodate your request, but a penalty charge may apply to cover any additional shipping, handling, or redirection costs incurred. You will be informed of any such charge before it is applied.