Refund Policy
This returns policy (“Returns Policy”) of UMG and the provisions of the Consumer Protection Act 68 of 2008 (“CPA”) and the Electronic Communications and Transactions Act 25 of 2002 ("ECT"), the latter being applicable to purchases off the UMG website, should be adhered to at all times. However, some credits can be processed at the discretion of UMG’s management.
If the merchandise was purchased on sale or on promotion, then the exchange or refund will be to the value of the amount actually paid for the merchandise, being the discounted price as per the discounted value set out on the invoice.
For hygiene reasons undergarments will not be exchanged.
Digital Content
- Cancellation – If You order digital content to download or stream,You will have a cancellation period of fourteen (14) days in which to cancel Your order for any reason. However, if You decide to download or stream Your product before the end of these fourteen (14) days, then You will lose this cancellation right. When UMG delivers You the link to download or stream Your content, UMG will make it clear that by clicking on that link You are giving up these cancellation rights. If You are ordering digital content that is provided on a physical CD or DVD, the usual cancellation terms apply.
- Physical Products
- Non-Defective Merchandise:
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Non-Sale and Non-Promotional Items (Merchandise Not Purchased on Sale or on Promotion)
- Customers can return merchandise for a refund or exchange within 14 (fourteen days) if purchased off the UMG website, provided that:
- the merchandise is in its original or the same condition and packaging (original packaging is required for footwear merchandise);
- the merchandise has not been worn or used;
- the price (swing) ticket and labels are attached to the merchandise or its packaging;
- the original invoice that accompanied the website purchase, as proof of purchase, is presented;
- merchandise sold with promotional gifts is returned together with the promotional gift;
- the merchandise is returned in the country of purchase (South-Africa)
- The 1st return is FREE of charge for customers in South-Africa
- If the customer resides outside of South-Africa, athey would be liable for all courier fees.
- Shipping fees are not refunded.
- Customers can return merchandise for a refund or exchange within 14 (fourteen days) if purchased off the UMG website, provided that:
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Sale and Promotional Items (Merchandise Purchased on Sale or on Promotion)
- Customers can return merchandise purchased on a sale or a promotion for a refund or exchange within 7 (seven) days of the date of purchase, provided that:
- the merchandise is in its original or the same condition and packaging (original packaging is required for footwear merchandise);
- the merchandise has not been worn or used;
- the price (swing) ticket and labels are attached to the merchandise or its packaging;
- the original till slip or invoice that accompanied the website purchase, as proof of purchase, is presented;
- merchandise sold with promotional gifts is returned together with the promotional gift;
- the merchandise is returned in the country of purchase (South-Africa).
- The 1st return is FREE of charge for customers in South-Africa
- If the customer resides outside of South-Africa, athey would be liable for all courier fees.
- Shipping fees are not refunded.
- Customers can return merchandise purchased on a sale or a promotion for a refund or exchange within 7 (seven) days of the date of purchase, provided that:
- Customers not located in South Africa will need to pay for any returns for items that are non-defective.
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Defective Merchandise:
- Customers will be entitled, at their election, to a refund or repair or to exchange any purchased merchandise, which does not comply with the provisions of Section 55 of the CPA (“Defective Merchandise”) provided that:
- such Defective Merchandise is returned within 6 (six) months of the date of purchase or date of delivery for Lay-By purchases;
- the customer presents proof of purchase;
- the Defective Merchandise has been used for its intended purpose;
- the Defective Merchandise is returned in the country of purchase.
- The provisions of clause 2.1 above apply to all items, including sale items or items bought on promotion.
- Should a customer elect to have the Defective Merchandise repaired, the repaired item will have a three-month warranty in respect of the repairs and if the repaired item is still defective after the repair the customer will be entitled to either a refund or an exchange.
- Merchandise will not be regarded as defective and a customer will not be entitled to a refund or repair or an exchange in circumstances where the faults in the merchandise result from:
- normal wear and tear;
- negligence or damage arising from misuse and/or improper or inadequate care of the merchandise;
- where the items have been altered or dealt with or used contrary to the manufacturer’s instructions.
- Customers will be entitled, at their election, to a refund or repair or to exchange any purchased merchandise, which does not comply with the provisions of Section 55 of the CPA (“Defective Merchandise”) provided that:
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Incorrect Merchandise or Incorrectly Delivered Merchandise:
- Incorrect or incorrectly delivered merchandise purchased off the UMG website will be collected at no charge to the customer on the condition that:
- the merchandise is in its original or the same condition and packaging;
- the merchandise has not been worn or used;
- the price (swing) ticket and labels are attached to the merchandise or its packaging;
- merchandise sold with promotional gifts is returned together with the promotional gift;
- the merchandise is returned in the country of purchase.
- An exchange, credit or refund, will be given within 30 days of receiving the parcel back from the customer, if the return is deemed valid.
- UMG's Customer Service will provide the customer with a waybill for the collection, where this waybill must be used for all returns and exchanges. If the waybill is not used then the return or exchange will be deemed invalid, and UMG will not refund any charges incurred by the customer for not using the waybill provided them.
- Incorrect or incorrectly delivered merchandise purchased off the UMG website will be collected at no charge to the customer on the condition that:
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Exclusions:
- A customer may not under any circumstances return the following:
- merchandise that a customer or any other person has altered, repaired, incorporated or added to and such alteration, repair, incorporation or addition has not been authorised and agreed to in writing by UMG; and
- any soiled items (if also not defective).
- Collection and courier charges will be charged to the customer for all valid returns of merchandise purchased off the UMG website for returns after an initial return, in which case all return costs including the initial return will be billable to the customer.
- Non-defective, correct, and correctly delivered merchandise purchased off the UMG website will only be permitted to be retuned once, if meeting the requirements outlined under clauses 1.1.1. and 3.1. Subsequent returns requests will be deemed invalid.
- Collection and courier charges will be charged at the same rate as the initial order. If the initial order qualified for a free delivery, then the collection and courier charges will be charged according to the rate schedule on the UMG website.
- A customer may not under any circumstances return the following:
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Refunds:
- In the event that a customer qualifies for a refund in terms of this Returns Policy and has complied with all the relevant provisions of this Returns Policy, UMG will refund the customer the full purchase price paid for the refunded merchandise or if the merchandise was purchased on sale or on promotion, then UMG will refund the customer the amount actually paid for the merchandise, being the discounted price as per the discounted value set out on the till slip. Authorised refunds will be made as follows:
- gift card purchases will be refunded with gift cards to the value of the amount actually paid for the merchandise;
- credit card purchases will be refunded to the credit card used to make the initial purchase.
- The UMG website’s administrators will only facilitate returns for orders purchased off the UMG website; UMG stores on the other hand will facilitate returns of merchandise purchased from physical stores as well as those purchased off the website, provided that approval is requested by the customer from UMG’s Customer Service (support@umgafrica.zendesk.com).
- In the event that a customer qualifies for a refund in terms of this Returns Policy and has complied with all the relevant provisions of this Returns Policy, UMG will refund the customer the full purchase price paid for the refunded merchandise or if the merchandise was purchased on sale or on promotion, then UMG will refund the customer the amount actually paid for the merchandise, being the discounted price as per the discounted value set out on the till slip. Authorised refunds will be made as follows:
Customer Service: support@umgafrica.zendesk.com