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Return Policy

Should you want to exchange or return your www.annique.com product, please follow the instructions below.

These returns and cooling‑off provisions are subject to the Consumer Protection Act 68 of 2008 (CPA) where applicable. The Electronic Communications and Transactions Act 25 of 2002 (ECTA) governs the formation and validity of online agreements and the electronic delivery of notices and information but does not displace the CPA’s consumer‑protection rights.

For purposes of this policy:

  • Private purchase means a purchase made by a Consultant for personal, domestic or household use.
  • Resale purchase means a purchase made by a Consultant for the purpose of resale, distribution, or any commercial use.

CPA consumer remedies (as read with the ECTA and including any statutory cooling‑off or cancellation rights) apply only to Private purchases and do not apply to Resale purchases.

Exchanges and Returns

We will happily exchange or refund your www.annique.com purchase providing the following:

  • The item is in its original packaging, with labels attached, and packaging intact.
  • The item is in its original condition.
  • The return request was lodged within 30 days of purchase date after which no returns will be accepted.
  • The item was purchased from www.annique.com online.

The 30‑day return window set out above is our standard commercial policy. Where the CPA provides a statutory cancellation or cooling‑off right that is shorter or longer than 30 days (and where the purchase qualifies as a Private purchase), the CPA timeframes and conditions will apply in addition to this policy.

Our Returns procedure

What must you do?

Should you wish to log a return, please log your enquiry via the CRM Support System on the Annique Rooibos Store; www.annique.com with your order number, reason for return, and photos (if applicable). Wait for a Return Authorisation (RA) from our support team. Unauthorised returns may be refused.

Please ensure the item(s) are packed in the original packaging. Make sure you include the order number and RA of the purchase. Please combine all returned items into one package if you are returning more than one item / order. Also, ensure you have securely sealed the parcel before handing it to our courier upon collection.

For returns made under CPA cancellation rights, please state that you are exercising your CPA cancellation right and provide the date of receipt. We will confirm whether the statutory conditions are met and advise on the next steps.

How long does it take?

Items may take 4 - 8 working days to arrive at our warehouse after which we will inspect the returned items.

Refunds (if applicable) can take up to 14 working days to reflect from the date on which we inspected the returned item, depending on the method of refund and banking institution. Please take note that refunds are only scheduled in certain time frames, however the Annique Customer Agent will inform the Consultant when the refund will be processed. Refunds will be processed via EFT (Electronic Funds Transfer) unless otherwise agreed. Where a refund is required because a consumer has validly exercised a CPA cancellation right, the refund will be processed in accordance with the CPA timeframes and will be issued as soon as reasonably practicable after inspection and verification

Can you return anything?

Non-Returns

Due to hygienic reasons, we are not able to accept returns on:

  • Opened or used products.
  • Products that have been altered in any manner or form.
  • Products that have been damaged due to negligence or normal wear and tear.

All Products, irrespective of being “Non-Returns”, may be returned if they are delivered in error or do not match the sample or description of the products on the site as of the date of placing an order.

Notwithstanding the above, where the CPA provides a consumer remedy (for example, where goods are defective, not as described, or delivered in error), those statutory remedies will apply even if the product would otherwise be listed as non‑returnable under our commercial policy, subject to the CPA’s conditions and exclusions

CPA statutory protections apply only to Private purchases. Goods purchased for Resale purchase are not eligible for CPA cancellation rights.

Defective/faulty products:

Defective products can be returned in accordance with the Consumer Protection Act 68 of 2008 after delivery by contacting our helpful Customer Service team who will advise you accordingly.

Where you have accidentally included an item you weren’t supposed to in your return parcel:

If a personal item or parcel meant for another retailer is returned to us in error, we will provide you with two options:

  • You can arrange collection at your cost from our warehouse or
  • We can discard the unwanted items on your behalf.

If this occurs in a CPA cancellation return, please notify us immediately so we can advise whether the item should be returned to you or disposed of.

Can you return items bought on www.annique.com to an Annique physical address?

At this stage,  www.annique.com purchases can only be returned/exchanged via our online customer service. If we arrange collection we will provide collection instructions in the RA.

This online‑only returns process is consistent with ECTA requirements for electronic transactions and record keeping. All notices and authorisations will be provided electronically in accordance with ECTA.

Ts and Cs

We reserve the right to reject a return for the following reasons:

  • The product is part of the non-returnable list.
  • The product is not returned in a re-sellable condition.
  • There is a product missing from the returned order.
  • The incorrect product is returned.
  • The item was received in a damaged state due to inadequate packaging/packaging not sealed for courier transport.
  • The products were returned outside of any statutory cooling off period.
  • Where not all items forming part of a special offer combo is returned.

We will refund by EFT to the purchaser’s nominated bank account.

All returns will be done at the invoiced price. The buyer shall be called upon to, on request from the seller, present a copy of the applicable tax invoice evidencing the sale and containing the information of the products the buyer wishes to return.

The defective product/s will be replaced with the same product when the product formed part of a special offer. Products can only be replaced subject to stock availability. If an item is not in stock during the time of the return, a refund will be processed for the returned item.

If a consumer validly exercises a CPA cancellation right in respect of an item that formed part of a special offer, the CPA remedies will apply and we will advise on the appropriate remedy (replacement or refund) in accordance with the CPA.

Who pays return shipping

  • Defective or incorrect items: Annique Rooibos will arrange and pay for return shipping or collection.
  • Change of mind / cooling off returns: the customer is responsible for return shipping.
  • For clarity, in all instances the original shipping charges (if applicable) are not refundable.

Inspection and disputes

Returned items are inspected on arrival at our warehouse. We will notify you of the inspection outcome and process refunds or exchanges within 14 working days of inspection. If a return is rejected we will provide reasons and options (return to customer at their cost or disposal. If you disagree with the inspection outcome contact info@annique.com. Consumers retain their CPA rights and may lodge a complaint with the National Consumer Commission if unresolved.

Privacy and data

Personal information provided during a return will be processed in accordance with our Privacy Policy and POPIA. We will provide return authorisations and communications in a language the customer understands where reasonably possible.

Consultant note

If you are an Independent Annique Rooibos Consultant the Consultant Returns Policy applies. Consultants who purchase as Consumers retain CPA protections. Consultants purchasing for resale or business use should consult their Consultant Agreement for any additional or differing return terms.

For any further assistance with returns, exchanges, or queries please log your enquiry on the CRM Support System on the Annique Rooibos Store; www.annique.com. For queries about CPA rights or ECTA compliance, please state ‘CPA query’ or ‘ECTA query’ in your CRM submission so our team can respond with the relevant statutory information.