Return Policy

While Napolians E-commerce makes every effort to accommodate its users, and consumers, our Returns Policy must be one that is both reasonable and in strict accordance with the relevant aspects of the Consumer Protection Act  of 2008 (CPA) and its regulations as amended. Returns can only be done within 7-14 working days of order.

The Act permits returns within the first* 6 Months* in the following circumstances.

Where goods have been incorrectly supplied an example of this is where a user orders goods and receives goods that are substantially different from what was ordered from Napolians E-commerce will then have the incorrect goods picked up and the correct goods delivered at no charge to the consumer.

Where the goods sold are materially defective means that the goods are not suitable for the purposes for which they are made or designed and that the defect affects the usage of the item, Napolians E-commerce  reserves the right to inspect the goods once they have been returned before offering the consumer recourse on the matter, which will include:

  1. a) A full refund where the goods are found to be materially defective OR
  2. b) A credit to the value of the goods
  3. c) A replacement of the goods

Materially defective here excludes minor scratches, dents, marks or defects which do not affect the usage or enjoyment of the goods. All goods purchased from Napolians E-commerce via the website or online platform within 5 days of purchase period in terms of the consumer protection act (the “CPA”)  Napolians E-commerce will only accept returns if the goods are in their original packaging, unused and the consumer is able to provide a valid, dated proof of purchase

Napolians E-commerce will not approve or accept any returns under the following circumstances:

The consumer protection act (the “CPA”) specifically excludes “buyer’s remorse”, and  Napolians E-commerce reserves the right to reject returns that are sought because the consumer has “changed his mind” or no longer wants the item after the purchase has been made where the goods have been damaged due to ordinary wear and tear or worn out in the ordinary course of use.

Should a customer, consumer or user be unhappy with the colour, type, spec or quality of goods supplied, Napolians E-commerce shall process a cash refund or store credit to the customer which may be used for the purchase of other goods on the website or online platform. Goods that are returned to Napolians E-commerce shall be treated as returned items and a store credit or cash refund shall be processed to the customer in lieu thereof.

Exchange

Napolians E-commerce reserves the right not to accept or process exchanges for any reason whatsoever, subject to sections 55 and 56 of the Consumer Protection Act of 2008, as amended.

  • Should a customer, consumer or user be unhappy with the colour, type, spec or quality of goods supplied, Napolians E-commerce shall process a cash refund or store credit to the customer which may be used for the purchase of other goods on the website or online platform.
  • Goods that are returned to Napolians E-commerce shall be treated as returned items and a store credit or cash refund shall be processed to the customer in lieu thereof.

Delivery of Goods

Napolians E-commerce currently only delivers with the South African border via the online platform, we do deliver to selected countries out of South Africa in Africa. Please contact orders.napolians@gmail.com for more information regarding delivery to African countries. We endeavor to have all orders delivered within 7 working days of the order being placed in South Africa. However, deliveries may vary depending on the external factors beyond our control. Napolians E-commerce shall not be liable for any losses, liabilities, damages, charges or expenses arising from late shipments/deliveries.

Napolians E-commerce endeavors always to adhere to 7 working days delivery schedule, during promotions and special sales events delivery times and schedules may be varied due to the influx of customer orders. During such promotions and promotional events, delivery of goods shall be 10 to15 working days from the date of confirmation of the order but may be delivered before such time. Deliveries may be delayed due to force majeure, logistical, promotional and other considerations. Where stock is sold out due to the above factors, Napolians E-commerce shall endeavor to assist customers by offering similar goods or products or store credit or refund in lieu of such shortages. No deliveries shall be made to P.O Boxes or LOT No’s or outlying areas which are not accessible by delivery companies. The onus remains with the Consumer to ensure that an accessible physical address is provided.  The Consumer has a duty to ensure that the goods are inspected upon delivery, and to notify Napolians E-commerce within 48 hours of any defects, damages or incorrectly supplied goods. Delivery charges shall be detailed with each individual order and may differ based on the size, type and quantity of goods ordered by the Consumer or Retailer. The User or Consumer agrees and accepts that should he/she change the order, delivery address or specifications after an order has been dispatched, then there shall be delays with the date and time of delivery based on logistical considerations. Any request to change an order that has been placed must be done via email and this will result in a 24–48-hour delay.

Delivery Charges

If the customer pays for shipping and returns any product, the shipping charge that the customer has paid will not be refunded. The standard shipping fee is R57.75.

Cancelation policy

The Consumer may at any time prior to the order being finalized and confirmed online via completion of the transaction, cancel the order at no charge to him or her. Once the order has been confirmed and finalized however, Napolians E-commerce reserves the right to charge a reasonable handling or administrative charge which may be up to 10% of the purchase price of the goods in accordance with the Consumer Protection Act (the “CPA”). Napolians E-commerce reserves the right to cancel any order where there is suspicion of fraud, misconduct or other criminal activity and to refuse the supply of goods in such circumstances. All cancellation of orders must be done in writing from the account holder related to the purchase and refunds shall take 7-14 working days to process. If cancellation is done after an order has been shipped, the customer shall be refunded only once the order has been returned and validated and that account holder may be liable for shipping charges.

Special Mark Down and Clearance Sale

Napolians E-commerce may at times offer items to consumers on special markdown or clearance sales. During such times Napolians E-commerce reserves the right not to accept returns/exchanges or process refunds on items purchased during such sales. Where Napolians E-commerce chooses at its sole and exclusive discretion to accept a return or refund at a markdown or clearance sale, the customer shall be liable for all associated costs including transportation and handling charges.

Misuse or Abuse

Napolians E-commerce reserves the right, at the sole and exclusive discretion of management to:

Limit or restrict all access the users of Napolians E-commerce’s website , social media pages, or mobile platforms. Suspends or ban the user from accessing its website, and social media platform. Delete or remove any comments, statements or posts by users which may have the effect of bring Napolians E-commerce, its brand, company, staff or directors into disrepute. Record, including by way of recording or screen captures any posts which may be defamatory, slanderous or which may otherwise have legal implications for users.

Information and Data Protection

In this clause the terms “data subject” and “process” have the meanings given to them in the Protection of Personal Information Act of 2013 (POPI). Each party warrants to the other that, in relation to this Agreement, it shall comply strictly with all requirements of POPI. Napolians E-commerce shall ensure that all information collected from Consumers, Retailers and Users shall be collected for the specific purposes of interacting, transacting and conducting business, including information obtained for the purposes of marketing and advertising. Napolians E-Commerce warrants that it has appropriate technical and organizational measures in place to protect against unauthorized or unlawful processing of Personal Data and against accidental loss or destruction of, or damage to, Personal Data held or processed by it and that it has taken reasonable steps to ensure the reliability of any of its staff who have access to Personal Data processed in connection with this Agreement. Napolians E-Commerce will co-operate with and assist any Consumer, Retailer or User at no charge in allowing data subjects to exercise their rights under the Protection of Personal Information Act of 2013 and will comply with any reasonable request made by Consumers, Retailers or Users to ensure compliance with the measures mentioned in the Act. The Consumer, Retailer or User warrants that it will notify Napolians E-Commerce immediately of any correspondence it may receive from any local data protection regulator and any successor or replacement body relating to Personal Data or any complaint from an individual about the processing of Personal Data in connection with this Agreement.

This Agreement shall be governed by and construed in all respects in accordance with South African law and the Courts of the Republic of South Africa shall have exclusive jurisdiction. If any provision or any part of this Agreement is held to be illegal or unenforceable, in whole or in part, under any enactment or rule of law, such provision or part shall to that extent be deemed not to form part of this Agreement but the enforceability of the remainder of this Agreement shall not be affected.

Giving Back to the Community Program (I Care Initiative)

Napolians E-Commerce or Napolians Group Pty Ltd pledges to collect its own R2 from each product sold to buy food, clothing and other essential products and deliver to old age homes, to children and adult living with disabilities. Napolians also welcomes any donation by the customers, which can be clothing to food and so on, and for more information they may contact us at 0793855419 or send an email at orders.napolians@gmil.com.

Process of Return

  1. send us a detailed email napolians@gmail.com and include the following:
  • Provide the reason for your return or exchange
  • Provide an order number and your email address
  • Provide your address for parcel collection
  • We will receive your return request and will process it immediately. You will receive a confirmation a confirmation number and email with further instructions and please keep both for future reference.
  • The courier company will collect the parcel from you within 5-7 working days
  • Once received we shall then validate the return and we shall complete the process with you via the agreed-upon method.

Items(s) must be returned to our warehouse in good condition within 7-14 days of receipt. Items(s) must be returned with all the tags and intact. Your items(s) should be in their original packaging.