01. What Scanpan products can I return?
Most Scanpan products that have been purchased in South Africa can be returned for free, within 14 days of delivery to you. Scanpan products can be returned, provided they are returned un-used, in their original condition and are returned in the full (original) packaging.
Scanpan South Africa will generally bear the cost of returning any products (we arrange courier collection) in most cases. We do reserve the right to charge a nominal returns administration fee, where the cost of the return is deemed to be significant (e.g. product is returned from an outlying area).
Where an order qualifies for a Free Gift with purchase (such as where a gift is included when purchasing a specific product, or when your order value is over a certain amount, or as part of any promotion), the Free Gift must also be returned with the other item(s), un-used and in its original packaging, should you return your order - either in full, or in part. In the case of a part-returned order (some items kept), where the value of the items you keep, or the specific product kept still qualifies the order for a Free Gift, you will be entitled to keep the Free Gift. Should a Free Gift not be returned with other items, in new condition, we will deduct the value of the Free Gift (determined as retail value, as indicated when ordered i.e. "To the value of" or "Worth") from the order refund amount when the return order is processed.
In the case of damaged or missing products from your Scanpan online order: Please contact us directly by e-mailing email@example.com as soon as possible and we will provide guidance on how to proceed.
02. How do I return my Scanpan order?
If you want to return your Scanpan online order, please contact us by e-mail at firstname.lastname@example.org. Please provide us with information about the following:
- The original Scanpan South Africa webshop order number (You can get this number from the order confirmation e-mail).
- What product(s) you wish to return (which individual if your order contained multiple products)
- The reason for returning the products (we value and rely your feedback - please let us know if you are unhappy about something!)
Based on this information, we will advise on the best method for returning the items to our warehouse. For some large items, we may arrange a pick-up with our logistics partner. In this case, you may be contacted to schedule a convenient pick-up appointment by the courier collecting the return.
03. How long does it take to receive my refund once I have returned a product?
We try to process returns as quickly as possible but please allow up to 2 weeks, from the collection or posting, for us to credit your account. We will only be able to refund any amounts owing to the credit card of the person who originally placed and paid for the order. Please note that we may need to contact you in some cases to request extra information, before we are able to refund your money. You will receive an e-mail with information request from us, should this be the case.