To be eligible for a return, the following conditions must be met:

1.1. Timeframe: The request for a return must be initiated within 7 days from the date of delivery.

1.2. Condition: The product must be unused, in its original packaging, and in the same condition as when it was received.

The following items are not eligible for return:

2.1. Perishable Goods: Due to the nature of our products, perishable goods such as charcoal cannot be returned.

2.2. Gift Cards: Gift cards or vouchers purchased from our online store are non-refundable and cannot be returned.

To initiate a return, please follow these steps:

3.1. Contact Customer Service: Please contact our customer service team at drinio@bosveldcharcoal.co.za or 067 061 4115 to request a return. Provide your order details, including the order number and the reason for the return.

3.2. Return Authorization: Once your return request is reviewed, we will provide you with a return authorization number (RA number) and any specific instructions for the return.

3.3. Packaging and Shipment: Pack the product securely in its original packaging, including all accessories and documentation. Clearly mark the RA number on the outside of the package. You will be responsible for the return shipping costs unless the return is due to our error.

3.4. Return Confirmation: Once we receive the returned product, we will inspect it to ensure it meets the eligibility criteria. We will then notify you of the status of your return and provide further instructions for any applicable refund or exchange.

If your return is approved, we will process the refund based on the original payment method used for the purchase. Please note the following:

4.1. Refund Timing: The refund process may take up to 7 days to complete, depending on your payment provider’s policies.

4.2. Refund Amount: The refund will exclude any shipping or handling charges paid at the time of purchase, unless the return is due to our error.

If you would like to exchange a product for a different item, please follow the returns process outlined above and indicate your preference for an exchange. We will do our best to accommodate your request based on product availability. Any price differences between the exchanged items may need to be settled accordingly.

If you receive a damaged or defective product, please contact our customer service team immediately. We may require photographic evidence or further information to assess the issue. We will work with you to resolve the situation promptly, which may involve a replacement, repair, or refund, depending on the circumstances.