IXU RETURNS POLICY
Our policy of returns is very simple. We guarantee all unused or defective merchandise for 10 days from the receipt of shipment. If you are not completely satisfied with your purchase you may return any unused or defective merchandise, still in the original packaging for a prompt exchange of same or similar products.
You may return any item within 10 days of receipt and exchange it for a different size / colour / item. In all cases, the items returned must be in their original condition and packaging. All goods will be inspected by our team on return. The goods are your responsibility until they reach our Warehouse. Please ensure you properly package your return products to prevent any damage during transport.
HOW CAN I FIND OUT WHAT THE STATUS IS ON MY ORDER?
Log onto the IXU website using the details you used to create the account. Click on the “My Account” link and you will be able to see your order details.
HOW LONG DO I HAVE TO WAIT BEFORE I RECEIVE MY ORDER?
If we have the item in stock and your order is confirmed, it will take approximately 2 to 3 days. International orders will take longer depending on the destination of the order.
CAN A REFUND BE REQUESTED ON ANY PRODUCT THAT WAS PURCHASED?
Yes with pleasure. As long as the product is unused and in original packaging we will gladly do a refund or replacememnt.
WHAT IS THE DELIVERY COST FOR ORDERS IN SOUTH AFRICA?
Our policy is to allow all purchases above R2,000 to be delivered free of charge to your nominated address within South Africa. All purchases below R2,000 will attract a R110 delivery fee to any city or town in South Africa.
WHAT ARE THE DELIVERY COSTS FOR INTERNATIONAL ORDERS?
We can ship to any destination. The cost will depend on the weight of the goods and the destination. The cost will be confirmed by our customer service advisors once an order has been made.
HOW DO I RETURN AN UNWANTED ITEM FOR EXCHANGE?
Please contact our call centre on 012 816 7510 or firstname.lastname@example.org to facilitate any product queries or assist in the process of returns, repairs and product swop-outs.
Client Returns Department
Alenti Office Park, Building D
Tel +27 12 816 7510 (Attention Zelda)
Our Call Centre is open Monday - Friday 8am – 4.30 pm,
If you do send an email to request cancellation then please make sure you write 'Cancel' into the subject of the email as this will ensure the request is dealt with promptly. Please note that requests made by email are not guaranteed to be actioned in time but we will endeavour to facilitate your request.
Our nominated courier will by arrangement pick up the unwanted product and return to us for refunding or replacement.
If you return items for replacement and we accept the return then we will dispatch the replacement goods to you. An admin charge for errors on your side may be levied.
THE PRODUCT I RECEIVED LOOKS DIFFERENT TO THE IMAGE ON THE WEBSITE/IN THE BROCHURE.
Whilst every effort is made to ensure that products, prices and colors are correct at the time of pre-selling on our website or the printing of our brochures, we cannot be held responsible for any manufacturer errors or product changes. All product images on our website are as accurate as possible, however due to the inconsistency of monitors and screens, color tones and shades may not be exact to the product. Please contact our customer service team if you are unhappy with what you have received and we'll do our best to rectify the problem quickly and fairly.
IF I AM ORDERING FROM OUTSIDE SOUTH AFRICA, AM I LIABLE FOR IMPORT TAXES?
Customs or import duties are applied once the package reaches its destination country. Any additional charges for customs clearance must be paid by the recipient (including, but not limited to, taxes, duties, holding fees). We have no control over these charges and cannot predict what they may be.
Customs policies vary widely from country to country and are subject to change so we would advise you to contact your local customs office for current, up-to-date information prior to placing your order. We will also not be liable for any further costs incurred as a result of a recipient's refusal to pay customs charges and will charge accordingly for any charges incurred by IXU as a result of the recipient's refusal to pay the applicable charge levied by Customs.
HAS MY ORDER BEEN DISPATCHED YET?
As soon as your order is dispatched from our warehouse you will be sent an automatic email to confirm that it's on the way with an approximate delivery time frame. If your order has been sent on a tracked service the email will include reference details website. It may happen that you may have difficulty in getting any tracking information on our website until the following working day after dispatch.
AFTER DISPATCH, HOW CAN I TRACK MY DELIVERY?
When your order is dispatched you are sent an email to confirm that it's on its way to you. Included in this email is your tracking number and details of how to track your order.
WHAT HAPPENS IF I AM NOT AT MY DELIVERY ADDRESS AT THE TIME OF DELIVERY?
If you are out at the time of delivery the courier, will leave a business card explaining where the parcel is being held and their contact details. If someone else is at the address, then they may sign for the parcel as the courier is contracted to deliver the parcel to the address stated, and not the person. If you haven't received your parcel or a card within the expected delivery time you can track your parcel using information provided in your dispatch email. If you require further assistance please contact our helpline on 012 816 7510
DO YOU DELIVER TO A WORK ADDRESS?
We ask that you provide the correct billing address details when submitting your order. If you request a business address for delivery please make sure you enter the address as completely as possible including if necessary, business name, building name, floor, department etc.
WHAT SHOULD I DO IF I DO NOT RECEIVE THE PARCEL WITHIN THE EXPECTED DELIVERY DATE?
All parcels sent with these couriers can be easily tracked by using the reference number. Even if there has been a delay there should be a clear indication where the parcel is and potentially what the cause of the delay is. We are always a call away. Please shout if we can assist in any way.