Exchanges and Returns Policy
We strive to deliver you the best in quality and value. If for any reason you are not satisfied with your order we are happy to accept returns, exchange and/or issue you a full refund of your purchase under the terms outlined below.
Condition of returns/exchanges
Condition of returns/exchanges
Should you receive an incorrect, damaged or defective product, we will gladly accept a return in exchange for the correct product or process returns for full a refund within 5 days of reporting and providing required proof at no additional cost to you.
To qualify for an exchange or full refund, items must be in unused, original condition and packaging. Defective,damaged and/or incorrect products must be reported with supporting images and/or videos within 2 days of receipt of package via e-mail at info@Izibukoeyewear.com or via Whatsapp at 063 196 6383. For security reasons, all communication must be made using the email and/phone number that is attached to the order made by the customer. After reporting , the customer will have 5 days to return the product. Excessively used products, or products damaged by the customer will not be eligible for refund or exchange.
Replacement products for the exchange requests will be sent to the customer upon receipt, inspection and approval of the returned products. Refunds are processed within 2 working days of approval. Kindly note that refund requests on returned products will also be approved after the goods have been received and inspected by Izibuko Eyewear.
All refunds will be processed to the original form and source of payment that was used to make the purchase and may take up to 10 business days to appear on your bank statement. We may, at the request of the customer, give back refunds in the form of coupons or gift cards to be used on the website to purchase items from Izibuko Eyewear. Please note that for safety reasons, we cannot process refunds via a direct eft .
Kindly allow up to 24 hours for a response to your query. Emails received outside working hours will be responded to on the next business day
Please be advised that we have the right to refuse returns & exchanges and refund requests under the following circumstances
- Your Izibuko Eyewear order did not arrive due to factors within your control (for example: Incorrect delivery address or contact information was provided), or
- Your Izibuko Eyewear order did not arrive due to circumstances outside our control (for example:civil unrest, natural disasters, pandemics). In such an instance, we may, at our own discretion, decide to replace the lost or damaged goods. This decision is made on a case by case basis.
- You ordered the “incorrect item”. We urge you to choose your items carefully as you shop
Should the request for a refund and/or an exchange be due to customer remorse and be at the discretion or request of the customer, with no faults or errors on the part of Izibuko Eyewear and the products received, please note that the customer will be asked to pay R60 for the return of the package and shall not receive a refund for the courier fees on the order in question. This is because the funds will have already been paid to our third party courier partner to fulfill the initial purchase which is a service that will have been successfully carried out.
The customer shall, in this instance, be responsible for the fees associated with transporting the goods back to Izibuko Eyewear. Should the customer prefer Izibuko Eyewear to handle the return process, a starting courier fee of R60 will apply based on the size of the order. Refunds/exchanges will only be processed within 1-2 working days of receipt, inspection and approval of returned goods.
While we accept returns for lightly used or opened products, it is important that the customer note that the exchanging or refunding of the purchase will depend on the condition of the product and its resell value .We may in such instances refund a percentage of the purchase value or offer a coupon to be used at Izibuko Eyewear.
Should the customer ask for an exchange in a situation where Izibuko Eyewear has not sent incorrect or defective products, we may ask the customer to cover 50%- 100% of the courier fee to send a new package.
Should the customer prefer to use his or her own courier method, it will be the customers responsibility to ensure that a reliable and trackable courier is used as we will not be liable for missing returns. If returned goods are damaged or lost while transit back to Izibuko Eyewear, we will not approve an exchange or refund. We advise customers to use adequate packaging and use reliable/ insured courier services.