General
We encourage you to fully inspect the item(s) of your order when they are delivered to ensure the order and the item(s) meet your expectations. Please carefully read and follow all instructions that come with our products. For example, any documents that help you use our products.
For all returns and/or exchanges, we require the item(s) to be unused and in their original packaging. Please make sure the products are in protective packaging as we are not responsible for any damage in transit.
Warranties on any of our products will be invalid if any person who is not suitably qualified has opened, tampered with or altered the products contrary to the instructions. This also applies to products found to be unsuitable. It may be fraud to damage products deliberately to claim a refund.
Products purchased in a retail store cannot be returned via www.moltonbrown.co.za and need to be handled within the retailer’s return policies. Only products purchased on www.moltonbrown.co.za will be considered for a refund or exchange. Please note that products purchased online at www.moltonbrown.co.za cannot be returned via a retail store and needs to be handled within the online return policies. Only products purchased on www.moltonbrown.co.za will be considered for a refund or exchange.
If a coupon, voucher or discount code was used for your purchase of any item(s) you would like to return or exchange, where the coupon, voucher or discount code either provided a percentage discount or fixed amount discount towards the purchase amount of the item(s), the total value of the discount will be deducted from the amount refunded or used to exchange the item(s) – i.e. we will only refund or exchange to the total value of the actual amount paid in by you. However, we will reissue you with a discount code or gift voucher to the same fixed or percentage value, and may, at our sole discretion, impose any restrictions to the coupon code or gift voucher (e.g. its use may be restricted from purchases of goods on sale or price promotion).
If the item(s) were received as a gift, you may only exchange them for other item(s) to the same value. No refunds will be allowed for items received as gifts where a copy of the invoice is not available.
In the event the goods received are not in their original condition or an unreasonable amount of the product has been used, we reserve the right to not agree on an exchange or refund, and one of our Customer Service consultants will contact you to notify you of any alternative process we may agree upon.
Returning international orders (delivered outside of the Republic of South Africa), of products would attract a return shipping fee + applicable import duties and taxes that would be for the purchaser’s account. If the product has significant damages resulting in loss of product during transit, and insurance has been taken out, Molton Brown will send the necessary replacements. All international shipping, processing, and handling charges are for the purchaser’s account, including any import duties and taxes exercised by your country of import.
DEFECTIVE GOODS, ADVERSE REACTIONS AND RETUNS OR REFUND POLICY
Subject to s56 of the Consumer Protection Act No. 68 of 2008, (“the CPA”), if You have received a product from Us and found that the container (either plastic or glass), is defective or leaking, or if the pump or nozzle mechanism is defective, please contact our Customer Care Line at 011 8094000 within ten (10) working days of delivery and we will gladly collect the product at Our own expense and provide You with a refund, replacement or store credit.
Some products (such as many anti-ageing creams) sold on the Website contain active ingredients. Many of these products can cause transient, mild irritation of the skin upon initial use thereof. We thus recommend using these products not more than three times per week initially and then gradually increasing to daily use. If You have developed a more severe reaction to any of these products supplied by Us, please contact us on our Customer Care Line at 011 809400. Refunds on creams causing an adverse reaction will be judged on an individual basis.
If You no longer want the product You have ordered, you may return it to our physical address within 30 days of order date, at Your own expense. If the product is unopened and the original packaging is still intact. Molton Brown will credit your account. We do not provide monetary refunds in these circumstances.
Subject to Section 56 of the CPA , the above clauses are subject to the following reasonable guidelines:
-
Products must have been purchased directly from www.moltonbrown.co.za We cannot accept returns of products purchased from other retail outlets. Please return those to the store where purchased.
- Products must be returned within 30 days of the order date.
- Please include a copy of your receipt (or a note with your order #, name, email address, and phone number) and your reason for returning the product(s).
- We cannot accept returns or issue refunds on used products.
- Original shipping and handling charges are non-refundable (if applicable).
- Products specified as non-returnable or not for resale cannot be returned.
Please send any products for return or exchange to:
Attention: Operations department. Molton Brown 225 2nd Street, Corner 16th Road, Halfway House, Midrand, 1685.
Complaints and disputes
Any complaints regarding the use of the Website or the standard and quality of the product or products bought by You through the e-commerce facility should be directed to:
Molton Brown 225 2nd Street, Corner 16th Road, Halfway House, Midrand, 1685