Returns & Refunds

Returns policy

  1. Log a return within 14 days of the order being delivered free of charge (conditions apply)
  2. Once the return has been logged you will receive an email confirming the return, and one of our agents will arrange the collection.
  3. Ensure that your order is undamaged and unused, with original labels and stickers attached (no make-up or deodorant marks on products will be accepted). Product must be in the original packaging, which must be undamaged and in its original condition and returned with all additional accessories/parts received with the item. (Please include your order number or dispatch note inside the return.
  4. Collection and return can take up to 4 working days for Main centres and 8 working days for outlying areas, from the date of logging the return.
  5. Once the return has reached our warehouse, each of the items in your return will be inspected before the return is processed and the refund/replacement or store credit is initiated.

You can return an item if:

  • Return must be logged within 14 days of the item being delivered
  • The item is in a re-sellable condition
  • The item being returned qualifies for return
  • The item is undamaged and unused, item is in its original packaging, with labels attached, and all accessories/parts included.

You can’t return an item if:

  • Customised products – customised to customer specifications (unless damaged)
  • Specified sale items

The only non-returnable items that we will accept are:

  • Defective Product or
  • Incorrect Product delivered, provided that it is in it's original packaging with all labels attached.

Please ensure that you package the item securely to protect it against getting damaged in transit (on its way back to Thuli’s Empire). Thuli’s Empire.com cannot accept responsibility for damage occurring before it is delivered to Thuli’s Empire’s Offices, even if this damage was caused by a third party. We would strongly advise against using only a bubble-envelope - rather use a combination of bubble-wrap, cardboard, layers of paper, etc.

Returns Terms and Conditions

  1. We reserve the right to reject a return for the following reasons:
  • Product is part of the non-returnable list
  • Product is not returned in a resellable condition i.e. Is returned with an odour or is dirty/worn or is damaged in a way that is not specified in the return reason.
  • A product is missing from the returned order
  • Incorrect Product is returned
  • Returning a non-returnable item:
    • Should you return a non-returnable Product, we shall not be obliged to accept your return. We shall reject the return and make the same available for collection and/or return to you at Thuli’s Empire’s discretion and at your cost.
    • Should the Product not be collected within 1 month from notice to collect, we will have no alternative but to destroy the Product for public health reasons.
  • Refunds and Store Credit:
    • Store credits will be sent issued immediately and cash refunds can take up to 7 working days to reflect depending on method of refund and banking institutions.
    • You will receive a cash refund or store credit (your choice) for the rand value of the Product you paid.
    • A Coupon discount is applied proportionally across the items in your cart. In the event that you return one or some of the items in your order where you have redeemed a Coupon, the proportional discount applied across those Items, will not be refunded to you, or credited to your account. Please refer to the specific coupon’s terms and conditions to understand whether the coupon will be reinstated and the relevant terms that will be applied.
    • We cannot refund you in cash for that portion of the purchase price which you paid using the Gift Voucher, but we will credit your account.
  • We accept exchanges for different sizes, provided that:
    • It is the same product
    • The alternative size is available
    • It is the same price as when originally purchased
  • If a personal item or parcel meant for another retailer is returned to us in error, we will provide you with two options: You can arrange collection at your cost from our warehouse or We can discard the unwanted items on your behalf. Should you wish to arrange collection of the item, we will provide you with a reference number, which you must ensure that your courier quotes upon collection. Should you not collect within 30 days of us contacting you, we will have no further option but to discard.
  • Product under Warranties:
    • The 6 Month Warranty:
      • All products (including certain non-returnable items) can be returned if they are faulty/defective, not fit for their intended purpose or do not match the sample or description. These products need to be returned in their original packaging with all labels attached within 6 months of delivery.
      • A “Defective Product” is one which contains a material imperfection in the manufacture or design that renders the product less acceptable, useful or safe than reasonably expected under the circumstances. A product is in a defective condition if it is dangerous to the user or to the consumer, when used in the prescribed way and/or for the purpose for which it was manufactured or designed. The product must be defective in itself (due to manufacture or design fault) and not damaged due to inappropriate use.
      • When returning a product after the standard 14 day returns period, a customer must provide full reasons for alleging that the product is defective, including stating how the product was utilized during the period that it was in the customer’s possession.

    NB: We cannot, however, exchange the item for a different colour or product