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OCEAN FREEDOM RETURNS AND REFUNDS POLICY

You may exchange most of our products in their new, unopened condition within 30 days of delivery for a different item, voucher or full refund. Please see below for further information on how to return an item.

  1. Our goods

We supply physical goods.

  1. Read instructions

Please carefully read and follow all instructions that come with our goods.

  1. Return of goods in terms of cooling-off period

You must return any goods in new condition with all original packaging and materials (including any accessories or parts). We will refund the purchase price of the goods within 30 days of the date of cancellation.

  1. Returns within 30 days

We want you to be happy with your purchase, and we understand if you suddenly have a change of heart. You may return most of our products in their new, unopened condition within 30 days of delivery for a full refund. Please email info@oceanfreedom.com for information on how to return an item, how to package the return and how we process your refund

  1. Incorrect item delivered

We do our best to ensure the product information, availability, purchase price and associated delivery times and fees are accurately reflected on our website. Please notify us within 7 days (the sooner the better) by emailing info@oceanfreedom.com.

However, should we accidentally deliver the wrong product to you or if the product is not as described on the website, or is missing any parts:

  • Please do not remove the product from its original packaging or any of the stickers or labels.
  • Notify us immediately and we will collect the product from you at no charge.

We will at your choosing:

  • deliver the correct item to you as soon as possible (if available); or
  • send you a voucher for the purchase price of the product; or
  • issue a refund (using the same method of payment you originally used for the purchase).
  • Please note that a refund is not available if the item was received as a gift.
  1. Goods arrived damaged

If your goods arrive damaged, we will do our best to resolve the issue. Please notify us within 7 days (the sooner the better) by emailing info@oceanfreedom.com.

We will require the following information to assess where in the delivery process the damage may have occurred:

  • photograph of the outer packaging (including whether it has a Fragile sticker or not);
  • photograph of the inside of the packaging and
  • photograph of the damaged item.

If necessary we will arrange a collection of the product from you at no charge. Once we have inspected the product or photographs and validated your return (if needed), we will, according to your preference:

  • replace the product (if available); or
  • issue a refund voucher for the purchase price of the product or
  • issue a refund (using the same method of payment you originally used for the purchase).
  • Please note that a refund is not available if the item was received as a gift.
  1. How to package an item you want to return

The returning product must be packed, in its original packaging, in another box with as much padding and protective packaging as possible so that it can travel safely back to us. If the returning product 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.

  1. How we process your refund

8.1. Returns within 30 days

You will be offered an Ocean Freedom voucher, refund or a product exchange.

Refunds are processed within 1 to 2  working days of the returned items arriving at our warehouse (refunds can take up to 3 working days to reflect in your account once processed due to banking timelines).

Refunds take place on Fridays.

8.2. Damaged goods

Refunds are processed within 1 to 2 working days of the returned items arriving at our warehouse (refunds can take up to 3 working days to reflect in your account once processed due to banking timelines). Replacements may take longer as these are dependent on availability.

8.3. Goods purchased with vouchers or gift cards

We cannot refund in cash, purchases made with a gift voucher. We will either reinstate the used gift voucher or issue you with a new one.

If you use a fixed voucher to pay for an order, and you later cancel the order (or part thereof) prior to delivery of the goods, or you return one or more goods in accordance with this policy, the value of the fixed voucher will be deducted off the purchase price of the cancelled or returned goods. We will credit you for the balance, if any (or refund you if that is your preference). We will also provide you with a replacement fixed voucher of the same value as the original fixed voucher used. We may in our sole discretion impose restrictions on the use of the replacement fixed voucher.

  1. Our goods warranty

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.

  1. Inspection of defective goods

10.1. Suitably qualified examiner

A customer that believes goods are defective should contact us and we will use a suitably qualified examiner to examine the goods and produce a report for us to consider. A suitably qualified examiner is a reputable and independent person trained and qualified to repair goods. We will not charge you for this service.

10.2. Our examination duties

Our third-party suppliers are trained to recognise any defects in their 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 third party suppliers 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.

  1. Statutory right to return unsuitable goods

We have extended this right to all our customers, including those who are not consumers under the CPA. We also have extended the time frame from the statutory ten days to 30 days.

You may return goods within 30 days of delivery if you could not examine them before delivery and then discover that the goods are not what you ordered or expected, or are not suitable for a specific purpose that they communicated to us in writing.

12.1. Returns of unsuitable goods

A consumer must return unsuitable goods within thirty days of delivery according to our returns and refunds procedure below.

12.2. Refund of price of unsuitable goods

We will refund the full price of any unsuitable goods in their original unopened packaging.

  1. Our returns and refunds procedure

You must use our returns and refunds procedure for returning defective or unsuitable goods, or else we may refuse to accept them. Our returns and refunds procedure is as follows:

  • Email info@oceanfreedom.com with your return or refund request
  • Any return of physical 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.
  • When you receive your returns reference number (e.g.: ABC123), please write the return claim number (e.g.: ABC123) clearly on the outside of the package. We may refuse to accept a package that does not have this return reference number on it.
  • The item will be collected by our couriers.
  • 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 claim that our goods are unsuitable for your purposes, we will first investigate whether you communicated the purpose to us. If you did, we will then provide you with a written report indicating whether we believe the goods were unsuitable for your specific purpose or not.
  • If you returned the goods within the seven day cooling-off period and our staff report that the goods were defective, were provided to you for your specific purpose and were unsuitable for that purpose, 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 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 payment of the refunded amount into a bank account of your choice within 30 days of cancellation.
  • If the item was given to you as a gift, you will need to provide the original purchaser’s details. We will give you a refund of an Ocean Freedom voucher to the value of the item.
  • All free gifts, bonus items or vouchers attached to the purchased products, or all elements of any bundled items, must also be returned with the original purchase. If not, the value of any such unreturned gift, bonus or bundled item, or used portion of any gift card will be deducted from any refund.
  1. Our customer support department contact details
  • Telephone number:+27 (0) 71 670 0667
  • Email address:info@oceanfreedom.com
  • Office hours:
    • Monday to Friday: 08:00 to 16:30
    • Closed on Saturdays, Sundays and Public Holidays
  1. Customer queries and complaints

We aim for complete customer satisfaction. We respect our customers’ rights and always try to comply with best practice and all relevant laws. If you are not satisfied with any of our goods, or have any questions, please contact us and have your invoice ready. We will try our best to solve your problem.

  1. Dispute resolution

If we do not accept that we supplied defective or unsuitable goods, and our customer support department has not been able to help, any customer may still take the matter up with a suitable ombud or other dispute resolution body, or take legal action. The dispute resolution procedures under the CPA do not necessarily apply to all transactions with us. This policy does not exclude any other rights customers may have.