RETURNS & EXCHANGE

 

Cancellation & Returns

You can cancel your order but you must contact our Customer Services Department immediately to establish the status of your order. Visit the Contact us section for contact details. If we are able to stop the order from being dispatched, we’ll refund the full amount of the order. If your order has been dispatched, then follow our returns policy below.

 

No goods may be returned to Cape Direct without our prior consent. Goods are returned at the buyer’s own cost and own risk. Goods must be returned within the 14 day money back guarantee period, from time of delivery in order for the return to be valid. The goods must be returned in their original packaging, in an unused, unassembled and resellable condition. Refunds will be made on the cost of the goods plus VAT only less the shipping costs.

Custom made and printed items are non returnable. Please use contact our Customer Service to submit your request.

Products that are sealed can be returned only if the seal remains unbroken and intact. If the seal is broken this will invalidate the 14 day money back guarantee as the item can only be returned on the basis that it is received in a resellable condition.

It is the customer responsibility to ensure the prompt and safe returns of the goods.

 

Faulty Products

No goods may be returned to Cape Direct without our prior consent. If you believe an item to be faulty please complete our online Faulty Product Form to ensure your claim is processed as quickly as possible or call our Customer Service Team.

Once we have received your notification we will contact you within 24 hours (Mon-Fri) to arrange a replacement or for a full refund to be made.

 

Bespoke Orders

It is the customers’ own responsibility to check the accuracy of the designs, drawings and specifications and any other data supplied to us for made to order items.

 

You agree to review our written sales order and inform us in writing of any inaccuracies. We will correct the inaccuracies and reissue the sales order/drawings for you to accept by signing the sales order form. Once the sales order form has been accepted and signed by you it cannot be cancelled and no amendments can be made to the order or specifications without our prior consent in writing.

Bespoke orders will be subject to a delivery charge which will be calculated at the time of order.

Personalised, printed and made to order items are non refundable and cannot be returned to us under our 14 day money back guarantee.

Delivery timescales are quoted in good faith and are not the essence of the contract. No deductions or costs can be claimed for late delivery.

If the delivery date is extended by the customer, it is the customers’ responsibility to organise and pay for any extra storage, handling and distribution costs incurred by us or our manufacturing plants.