Refund policy

DAMAGES & ISSUES
Please inspect your order upon reception or collection and notify us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

EXCEPTIONS / NON-RETURNABLE ITEMS
The same rule is applied to all the products sold through our online store: All goods sold are not returnable. No exceptions or exemptions of any sort are applied to any products.

EXCHANGES
If you have not yet received or collected your order, kindly contact us immediately and we will try to assist you to the best of our abilities. However, if you have already collected or taken delivery of your order, then unfortunately, the goods sold are not returnable / exchangeable.

 

CANCELLING ORDERS
If you have not yet received or collected your order, kindly contact us immediately and we will try to assist you to the best of our abilities in resolving the order cancellation. However, if you have already collected or taken delivery of your order, then the goods sold are considered not eligible for returns / exchanges. Also note that we apply a 2.5% fee on order cancellations.

 

DELAYED COLLECTION OF ORDERS
For self pick-up, your order will be processed and prepared for pick-up within 1-2 working days. If you have not yet collected your order on the third day since it was already available for collection, we will send a reminder to you via email and WhatsApp to collect your order.

From that point onwards, we will send a reminder once every week up to a period of one month. Should you still fail to collect the order and/or reply to any of the reminders that we have sent out within the one month timeframe, then we will consider your order as already collected, and the inventory will be restocked accordingly.

REFUNDS
Refunds are only done for situations in which the customer overpaid for the item(s), or if there are any problems encountered during the payment processing stage. We will notify you once the refund is approved or not.

If approved, you will be automatically refunded via bank transfer within 10 working days. Please remember it can take some time for your bank to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at taureanestore@gmail.com.