RETURNS & REFUNDS POLICY

We want you to be happy with your purchase. If you are not completely satisfied, you can return the product to us and we will either repair / replace it, or credit your account, subject to the below terms.

Preparing your products for a return

To ensure your request is processed as quickly as possible you are responsible for the following when returning your products;
  • package your products safely and securely for protection during transit;
  • clearly mark your return reference number on the outside of the parcel; and
  • include all accessories and parts that were sold with the product.
Failure to adhere to any of these requirements could delay the processing of your request or result in its decline altogether.
1: Unwanted products
Our bridal gowns and veils are all custom made to order and thus qualify as special order goods. We therefor do not facilitate the refund thereof in the event of it being unwanted due to change of mind. Should you no longer want or need the special order item after your order has been placed, you are welcome to send us an email explaining the situation. We want to help where we can and we will communicate avenues in which we can help you if possible.

Mass-produced unwanted products can be returned to us to us at the charge of a standard delivery fee, provided that:
  • it is undamaged and unused, with the original labels and stickers still attached;
  • it is not missing any accessories or parts;
  • you log a return on the Website within 30 daysof delivery to you or collection by you of the unwanted product. After 30 days, you can only return a product if it is defective; and
  • it is not one of the products listed below.

Changed your mind?

Where you have changed your mind and would like a credit for a product, you can return it – provided the product is not:
  • a digital product such as an eBook, electronic voucher, gaming code or other digital download;
  • an audio or video recording or computer software that has been unsealed;
  • a newspaper, periodical or magazine;
  • a foodstuff, beverage or other product intended for everyday consumption;
  • a nursing or maternity product that has been unsealed, including (but not limited to) breast pumps, bottles, formula, maternity underwear, nappies and wipes;
  • a beauty product or fragrance which has been used;
  • a product which has been personalised for you or made to your specifications; or
  • a flatpack furniture product that has been assembled after delivery.
We will collect the product from you or the selected pick-up point at our standard delivery charge. Once we have inspected the product and validated your return, we will credit your account with the purchase price of the product within 10 days of the return (or refund you if that is your preference).

Want to exchange?

Mass-produced products can be exchanged for a different size or colour variation, provided that such variation is available. In such a case, we will collect the product from you and deliver the requested product to you or the chosen pick-up point at a standard delivery charge. If such variation is not available, we will credit your account with the purchase price of the product within 10 days of the return (or refund you if that is your preference).
We are entitled to inspect the product to validate your return.

Not what you ordered?

If we accidentally deliver the wrong product to you, or if the product is not as described on the Website, please notify us and we will collect the product from you at no charge. If the product is missing any accessories or parts, you will need to follow the process set out in section 2 below. Once we have inspected the product and validated your return, we will at your choice deliver the correct product to you as soon as possible (if the correct product is available); or credit your account with the purchase price of the product within 10 days of the return (or refund you if that is your preference).

2: Products damaged on delivery

Should a product be damaged or missing any parts or accessories at the time of delivery / collection, please notify us within 7 days of such delivery / collection by logging a return on the Website.
We will arrange to collect the product from you at no charge. Once we have inspected the product and validated your return, we will at your choice repair / replace the product as soon as possible (if such repair is possible/ we have the same product in stock to use as a replacement) or credit your account with the purchase price of the product (or refund you if that is your preference).

3: Defective products

We do our best to ensure that the products we deliver to you are of a high quality, and in good working order and without defects.
What is a defect? A defect is a material imperfection in the manufacture of a product or any characteristic of a product, which makes the product less acceptable than one would reasonably be entitled to expect in the circumstances. Please refer to our FAQs for some examples.
The following will NOT be regarded as defects and will not entitle you to a return under this section 3:
  • faults resulting from normal wear and tear;
  • damage arising from negligence, user abuse or incorrect usage of the product;
  • damage arising from electrical surges or sea air corrosion;
  • damage arising from a failure to adequately care for the product;
  • damage arising from unauthorized alterations to the product;
  • where the specifications of a product, although accurately described on the Website and generally fit for its intended purpose, do not suit you
 

Standard Warranty

If you have received a product which turns out to be defective or otherwise of poor quality (save for direct warranty products which are discussed below), please notify us as soon as reasonably possible after you become aware of the defect or poor quality, but in any event within 6 months after delivery / collection of the product (except in the case of an extended supplier warranty, which is set out below).
You can do so by logging a return on the Website, and we will arrange to collect the product from you at no charge. Once we have inspected the product and validated your return, we will at your choice repair / replace the product (if such repair is possible / we have the same product in stock to use as a replacement) or credit your account with the purchase price of the product (or refund you if that is your preference). If the repair / replacement takes longer than 21 days, we will get in touch with you to see if you would rather receive a credit / refund.
Where there is no extended supplier warranty period, unfortunately we cannot facilitate returns that fall outside of the 6 month period.

Extended Supplier Warranty (stipulated on product page)

A product may have a supplier warranty that extends beyond the 6 month Standard Warranty. If such a product turns out to be defective more than 6 months after delivery / collection (save for direct warranty products which are discussed below), please notify us as soon as reasonably possible after you become aware of the defect, but in any event within the extended supplier warranty period after delivery / collection of the product.
You can do so by logging a return on the Website, and we will facilitate your return of the product to the supplier at no charge. Unfortunately we cannot facilitate returns that fall outside of the extended supplier warranty period.
Please note that any extended supplier warranty is subject to whatever terms and conditions the supplier or manufacturer may impose. These are usually stated in a brochure or leaflet inside or on the product packaging. It is your responsibility to make yourself aware of any such terms and conditions.
It is also important to note that it will be in the supplier or manufacturer’s discretion what remedy it can offer you. ELAN BRIDAL is under no obligation to provide you with a credit, repair / replacement, as your remedy lies with the supplier or manufacturer. However, since we want your experience to be as good as possible, if the supplier or manufacturer has offered you a repair / replacement within the applicable extended supplier warranty and it takes longer than 21 days, we will get in touch with you to see if you would rather receive a credit / refund directly from us.

Direct Warranty (stipulated on product page)

A direct warranty product is a product for which the relevant manufacturer wishes to manage defective returns itself, directly with the customer, and not through ELAN BRIDAL.
If a direct warranty product turns out to be defective or otherwise of poor quality, please notify us and we will provide you with the relevant manufacturer’s contact details. Alternatively, you can notify the relevant manufacturer directly if you already have its details. The relevant manufacturer will then assist you further, but if you have any difficulty, please let us know and we will be happy to assist you where we can.
Other than this, the same limits and general principles of the standard warranty and extended supplier warranty apply to direct warranty products.

4: Gift Vouchers & Coupons

There are two types of Coupons: a Coupon with a fixed amount of a discount, e.g. R100 off (“Fixed Coupon”), and a Coupon with a percentage discount, e.g. 10% off (“Percentage Coupon”).
Where you have used a Fixed Coupon to pay for an order, and you or ELAN BRIDAL later cancels your order (or part thereof) prior to delivery of the relevant product(s), or you log a return of one or more products for a credit in accordance with the Returns Policy, the value of the Fixed Coupon will be deducted off the purchase price of the cancelled or returned product(s) (as applicable), and we will credit your account for the balance, if any (or refund you if that is your preference). We will also provide you with a replacement Fixed Coupon of the same value as the original Fixed Coupon used. ELAN BRIDAL may in its sole discretion impose restrictions on the use of the replacement Fixed Coupon.  For any subsequent cancellations or returns arising out of the same order, we will credit your account as normal with the value of the returned product (or refund you if that is your preference).
Where you have used a Percentage Coupon  to pay for an order, and you or ELAN BRIDAL later cancels your order (or part thereof) prior to delivery of the relevant product(s), or you log a return of one or more products for a credit in accordance with the Returns Policy, the value of the discount received using the Percentage Coupon will be deducted off the purchase price of the cancelled or returned product(s) (as applicable), and we will credit your account for the balance, if any (or refund you if that is your preference). We will also provide you with a replacement Fixed Coupon of the same value as the discount received using the original Percentage Coupon. ELAN BRIDAL may in its sole discretion impose restrictions on the use of the replacement Fixed Coupon. For any subsequent cancellations or returns arising out of the same order, we will credit your account as normal with the value of the returned product (or refund you if that is your preference).
Wherever you have used a Gift Voucher to purchase a product that you later return for a refund in accordance with the Policy, 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.

5: Bundles

There are two types of bundles: a bundle consisting of products that either we or you (as provided on our website) have combined together in a single bundle (“Bundle Deal“); or a bundle compiled by our supplier and supplied to us as a single unit (“Pre-packed Bundle“). All returns relating to bundles are subject to the terms of this Policy as read with the following provisions:
  • Bundle Deal– You may return a Bundle Deal as a whole or any of its component products individually to us. If you qualify for a credit in respect of any component product, we will credit your account with the actual purchase price (after applying any applicable saving or discount) you paid for such a product as displayed in your order history.
  • Pre-packed Bundle– Unless otherwise indicated by us, your return of a Pre-packed Bundle will only be accepted if you return all of its component products to us. Failure to do so may result in us declining the return of a Pre-packed Bundle.

6: Charges and refunds

If you return a defective product (excluding eBooks) to us, but you fail to return all of the accessories and parts that were sold with that product, we are entitled to (subject to applicable law) to refuse the return, only to replace the item that you did return, or to estimate the value of the missing accessories and parts and only to credit or refund you in respect of the returned item.
If you return a product (excluding eBooks) that does not comply with this Policy, you may be liable to reimburse ELAN BRIDAL for the cost of collecting the product from you and the cost of having the product returned to you.
Under no circumstances will donations be refunded.
Please note that we only refund to the payment method that you originally used – i.e. payment by credit card will be refunded to the same credit card, and payment by EFT will be refunded to your nominated bank account.
Section 20: A consumer’s right to return goods.  A consumer has a right to return goods ordered from a supplier except special order goods for instance custom made items instructed by the consumer and goods bought on auctions.  There are a couple of cases where a consumer is allowed to return goods with a full refund:
  • When items have been bought via direct marketing (by mail or any other electronic communication) and you notify the supplier within 5 days of either the transaction or receiving the item that you don’t want it, you are entitled to a full refund.
  • If the consumer did not have the opportunity to examine the goods before delivery, the supplier must allow the consumer a reasonable time to examine to determine if the goods are of the type and quality reasonably contemplated in the agreement.
  • In the case of special order items (that is custom made or handmade items), the consumer is allowed a reasonable time to ascertain that the custom made item meets the standards set out in the agreement.
  • Here is the interesting part.  If a consumer ordered a mixture of goods and the supplier has only some in stock and has to replace some of the items with other items of similar nature, the consumer has a right to reject the replacements or reject the whole order, within 5 working days of delivery to him.
  • If a consumer orders goods for a specific purpose, the consumer may return the items within 10 days if the consumer finds the goods are not suitable. So the items cannot be returned, even if they are not suitable, after 10 days of either the transaction or after the consumer accepted delivery.
The return of goods does not apply in two major cases:
  • For reasons of public health (such as medicines) etc. and
  • After the goods have been supplied to the consumer the goods have been physically altered, partially or entirely disassembled, permanently installed, affixed, attached, joined or added to, blended or combined with, or embedded within, other goods or property.  For instance, if the consumer has purchased mosaics or tiles and had them installed and after installation a defect has been noticed, the consumer cannot as for refund or return the goods. The same applies to mosaics and custom paint blends.
Liquid error: Could not find asset snippets/sh_sbve-theme-snippet.liquid