The goods are undamaged and unused.

You log a return or refund claim by emailing sales@chalkandjagger.com within 30 days of delivery to you of the unwanted or unsuitable goods. After 30 days, you can only return a product if it is defective.

You must log the return or refund claim with the necessary details to enable us to fulfill the return including your contact details, all details of the goods that you want to return, including how and why you believe the goods are defective if returning defective goods.

Customer services should contact you with a return or refund claim number within one business day of receipt, otherwise you must contact them to get the number.

Our customer services department may tell you that they do not believe you have a claim, for example because the 30 day return period has lapsed or the warranty period of the goods has expired. In this case we may refuse to repair or replace goods or refuse to pay a refund.

Any return of goods must include all accessories and instructions, and all original packaging that is still available. If original delivery packaging is not available, please make sure the goods are in protective packaging as we are not responsible for any damage in transit. If the returning product item has not been packaged properly and is damaged, then we simply cannot give you a refund. It is your responsibility to package the item correctly.

Once we have received the package, we will notify you that we have received the goods. Please allow 10 working days from the date on which we collected the package for it to reach us. If we have not notified you within 10 working days, please contact us.

If you claim that our goods are defective, our staff will examine the goods for defects. They will report to us whether the goods were defective, were misused, or are of good quality. We do not regard the following as defective:

• faults resulting from normal wear and tear;

• damage arising from negligence, user abuse or incorrect usage of the product;

• damage arising from a failure to adequately care for the product;

• damage arising from unauthorized alterations to the product; or

• where the specifications of a product, although accurately described on the website and generally fit for its intended purpose, do not suit you.

If you returned the goods within the six month warranty period and our staff report that the goods were defective then we will either contact you and ask you whether you would like us to repair, replace, or refund the price of the goods (if you are also a consumer under the South African Consumer Protection Act 68 of 2008 (the CPA)) or advise you how we have decided to compensate you (if you are not a consumer under the CPA).

If you choose for us to repair or replace the goods or we decide to do so ourselves, we will contact you as soon as reasonably possible to organise the necessary steps to repair or replace the goods.

If you choose for us to make a refund or we decide to do so ourselves, we will contact you and arrange for the refund (minus the direct costs that we incur relating to the return of the goods) via the same payment method you used when placing the original order.

For orders shipped to customers outside of South Africa, the consumer would have to cover the costs of the returns to our offices in Cape Town, South Africa. This cost will not be refunded by Chalk & Jagger. We recommend that you obtain a proof of postage as we can’t be held responsible for your return not received by us.

We warrant that all our goods are new and of good quality unless we clearly describe them as used or reconditioned or as having specific defects. We warrant all our new goods against any defects for six months of normal household or business use, from the time we supplied the goods.

Defective goods are those that had a defect or were unsafe when we supplied them. We highly recommend testing out your purchase as soon as you have received it to make sure that everything is in working order A defect usually means that the goods were manufactured using materials, components or workmanship below an acceptable standard. You must prove that goods are defective.

We will repair, replace, or refund the price of any defective goods that you return to us during the six month warranty. Returns must follow our returns procedure above.

Any customer that is also a consumer under the CPA may decide whether we should either repair or replace the defective goods, or make a refund. We will decide how to compensate any of our other customers.

We train our staff to recognise any defects in our goods. They can usually tell if the goods have been misused, for example if they have been neglected, damaged, altered or not used according to instructions. Our staff will give reasons if they refuse to accept that we supplied defective goods but will only do this if they honestly believe the goods have been misused.

Our customer that is also a consumer under the CPA may return goods within ten days of delivery if they could not examine them before delivery and then discover that the goods are not what they ordered or expected.

A consumer must return unsuitable goods according to our returns and refunds procedure above.

We will refund the full price of any unsuitable goods in their original unopened packaging. For opened goods, we may deduct or charge a reasonable amount for any use of the goods plus certain costs necessary for repackaging and restocking, subject to the CPA. These costs are usually up to 25% of the cost of the goods.