Refund policy

REFUND POLICY

Thank you for shopping at Mark Whitehorn Goldsmith. We are a small business who believes our relationship with our customers is the most important measure of success, and so, if you are not satisfied with your purchase, we will do our absolute best to rectify the problem.

Returns
You have thirty (30) calendar days to return, exchange, and/or claim a refund for any Product and/or Service (hereinafter referred to as "Product") purchased from Mark Whitehorn Goldsmith. If 30 calendar days have elapsed since the date of purchase as per the invoice and/or payment confirmation issued by Mark Whitehorn Goldsmith, unfortunately, we cannot offer you a return, refund, and/or exchange.

To be eligible for a return, your purchased Product must be unused and in the same condition in which you received it. It must also be in the original packaging. If the Product appears to have signs of use or damage in any way whatsoever, it will not be accepted by Mark Whitehorn Goldsmith and you will not be eligible for a return or refund. Determination of whether the Product has been used in any way whatsoever is ascertained at the sole discretion of Mark Whitehorn Goldsmith.

In order to complete your return successfully, please send an email to info@markwhitehorn.co.za specifying why you are not happy with your Product and with a valid invoice or proof of purchase attached to the email. Once we have confirmed receipt of your email, you will be able to ship the Product to us. We will provide a return shipping address in the abovementioned email.

Refunds
Once your returned Product is received and examined as per the process explained under “Returns”, we will send you an email (at the email address you entered when notifying us of your desire to return the Product). This email serves to notify you that we have received your returned Product, as well as to notify you of the approval or rejection of your refund.

If your refund is approved, then your refund amount will be processed by us within seven (7) business days of the date of approval, and a credit will automatically be applied to your credit card or original method of payment. If your refund is rejected, we will not process a refund to your credit card or original method of payment.

If you have not received your refund within seven (7) business days from the date of receipt of the refund approval email, first check your bank account. If the amount does not reflect therein, contact your credit card company and/or bank, as it may take some time before your refund is officially processed and posted. Thereafter, if your refund is still not reflecting, please contact us at info@markwhitehorn.co.za.

Refunds on Sale Products
Only regular priced Products may be refunded. Unfortunately, sale Products cannot be refunded.

Exchanges
We will only replace Products if they are defective or damaged upon delivery of the purchased Product. If you wish to exchange your Product, kindly follow the process explained under “Refunds” and specify that you would like to exchange the item. If you would like to exchange your purchased Product for the same item, we will ship you a new Product once the return of your purchased Product has been approved. Alternatively, if you would like to exchange your purchased Product for a Product of a different value, we will provide you with a refund as per our “Refunds” policy and you will then be able to purchase a new Product on the website.

Gifts
If the Product was marked as a gift when purchased and shipped to you directly, you’ll receive a gift credit for the value of your return. Once the returned Product is received, inspected, and approved as a return, a gift certificate will be sent to you via email.

If the Product wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will refund to the gift giver the amount of the Product purchased.

 

Shipping
You will be responsible for paying for your own shipping costs for returning your Product. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged Product to reach you may vary.

Please consider using a trackable shipping Service or purchasing shipping insurance when shipping a returned Product to us. We cannot guarantee that we will receive your returned Product, and we will not refund any Products that we do not receive.