Introduction
At Brother Elite PTY Ltd (“Brother Elite,” “we,” “us,” or “our”), we strive to ensure that our customers are satisfied with their purchases. This Refunds and Returns Policy outlines the conditions under which you may return products, request a refund, or exchange items purchased from our website. By purchasing from Brother Elite, you agree to the terms outlined below.
Return Eligibility
1. General Conditions
To be eligible for a return, your item must be:
- Unused and in the same condition that you received it.
- In its original packaging, with all tags and labels intact.
- Accompanied by proof of purchase (e.g., receipt or order number).
Returns Process
1. Requesting a Return
To initiate a return, please contact our Customer Support team at support@brotherelite.co.za within 30 days of receiving your order. Provide your order number, reason for return, and whether you prefer an exchange, store credit, or refund.
2. Return Authorization
Upon approval of your return request, we will provide you with a email confirmation and detailed instructions on how to send back your item. Items returned without email confirmation will not be accepted.
3. Return Shipping
You are responsible for paying the shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
For defective or incorrect items, Brother Elite will cover the cost of return shipping. Please contact us for a prepaid shipping label.
Refund Policy
1. Refund Processing
Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 10 business days.
2. Partial Refunds
Partial refunds may be granted for:
- Items not in their original condition, damaged, or missing parts for reasons not due to our error.
- Items returned more than 30 days after delivery.
3. Late or Missing Refunds
If you haven’t received a refund yet, first check your bank account. Then, contact your credit card company or bank. It may take some time before your refund is officially posted. If you’ve done all of this and still have not received your refund, please contact us at support@brotherelite.co.za.
Exchange Policy
1. Exchange Process
If you need to exchange an item for a different size or colour, please contact us at support@brotherelite.co.za to arrange for an exchange. Please note that exchanges are subject to product availability.
2. Damaged or Defective Items
For items that are damaged or defective upon arrival, we offer a full refund or immediate repair. Please contact us immediately at support@brotherelite.co.za with a detailed description of the defect and photographic evidence.
Exceptions and Special Conditions
1. Sale Items
Only regular-priced items may be refunded; unfortunately, sale items cannot be refunded.
2. Custom Orders
Custom and personalized orders are not eligible for return or refund unless defective or damaged.
3. Warranty Returns
If a product you purchased from Brother Elite is covered under a manufacturer’s warranty, please contact us to assist with the warranty claim process.
Legal Compliance
This policy is governed by the laws of the Republic of South Africa. Any disputes arising from the purchase of goods or services from Brother Elite will be subject to the jurisdiction of the South African courts.
Contact Information
For any questions regarding this policy, please contact us at:
Brother Elite PTY Ltd
644 Rhode Street Faerie Glen
Pretoria East, South Africa
Tel: 012 991 5136
Email: support@brotherelite.co.za
