Return's Procedure
Merrell Return Policy
Unwanted Products
We offer customers a free 7 days return policy, whereby if you lodge a return via email to online@medicus.co.za or on our website, we will arrange our couriers to collect the goods from you at no charge.
Please note returns of this nature will only be accepted if:
- The product is undamaged and unused, with the original labels and stickers still attached;
- The original packaging, which must be undamaged and in its original condition with all seals still intact (if applicable).
- Returns must be logged within 7 days of delivery to you for this policy to apply. After 7 days, you can only return a product if it is defective.
When lodging the return via email, we ask that you please include the following information in order to speed up the processing of the return.
- The Invoice number of the order
- The reason for the return (this will allow us to improve our service to you the customer and address any problems you may experience in using our product(s))
Based on the above information our sales department will email you that a collection has been logged and that the couriers will be collecting the goods from you in due course. Only on receipt of the goods will we make the necessary assessment of the product(s) and either issue you with credit for the return or refund the monies to your bank account/ credit card. We reserve the right to refuse a return, if the unwanted product is returned damaged, not in a re-saleable condition or missing any accessories.
Exchanging a Product
Products can be exchanged for a different size, provided that such variation is available and the exchange is lodged within 7 days of delivery of your original order. In such a case, we will collect the product from you and deliver the requested product to you at no charge. If such variation is not available, we will credit your account with the purchase price of the product within 10 days of the return (or refund you if that is your preference).
Should there be a difference in price between the two products exchanged, we may require an additional payment to be made for the difference or in a case where the product requested for exchange costs less than the original product we will credit your account with the difference (or refund you if that is your preference).
We reserve the right to inspect the product to validate your return. Please note that exchanging of a product(s) will only be accepted where:
- The product is undamaged and unused, with the original labels and stickers still attached;
- The original packaging, which must be undamaged and in its original condition with all seals still intact (if applicable).
- Returns must be logged within 7 days of delivery to you for this policy to apply. After 7 days, you can only return a product if it is defective.
Defective Products
We try our utmost to ensure that all products are of the highest quality and free of any defects.
Defects are regarded as any material imperfection in the manufacture of a product or any characteristic of a product, which makes the product less acceptable than one would reasonably be entitled to expect in the circumstances.
The following will NOT be regarded as defects and you will not be entitled to a return the product under this section if the following applies:
- Faults resulting from normal wear and tear;
- Damage arising from negligence, user abuse or incorrect usage of the product;
- Damage arising from electrical surges or sea air corrosion;
- Damage arising from a failure to adequately care for the product;
- Damage arising from unauthorized alterations to the product; and
- Where the specifications of a product, although accurately described on the Website and generally fit for its intended purpose, do not suit you.
Standard Warranty
If you have received a product which turns out to be defective, please notify us as soon as reasonably possible after you become aware of the defect, but in any event within 6 months after delivery of the product.
You can do so by logging a return on the Website or via email to online@medicus.co.za and we will arrange to collect the product from you at no charge. Once we have inspected the product and validated your return, we will at your choice repair / replace the product (if such repair / replacement is possible) or credit your account with the purchase price of the product (or refund you if that is your preference).
If the repair / replacement takes longer than 21 days, we will get in touch with you to see if you would rather receive a credit / refund.
Please provide all accessories that were sold with the defective item when you return it to us – regardless of whether you request a repair / replacement or a refund. Please note that should this not be done we reserve the right to apply additional charges to you the customer. Please see Charges section below for more information.
We unfortunately cannot facilitate returns that fall outside of the 6 month warranty period.
Delivery of Incorrect Product
If we accidentally deliver the wrong product to you, or if the product is not as described on the Website (including if it is missing any accessories), please notify us by emailing online@medicus.co.za and we will collect the product from you at no charge.
Once we have inspected the product and validated your return, we will at your choice deliver the correct product to you as soon as possible (if the correct product is available); or credit your account with the purchase price of the product within 10 days of the return (or refund you if that is your preference).
Products Damaged on Receipt of Delivery
Should a product be damaged at the time of delivery, please notify us within 2 days of such delivery by emailing online@medicus.co.za or by logging a return on the Website.
We will arrange to collect the product from you at no charge. Once we have inspected the product and validated your return, we will at your choice repair / replace the product as soon as possible (if such repair / replacement is possible) or credit your account with the purchase price of the product (or refund you if that is your preference).
Charges
If you return a defective product to us, but you fail to return all of the accessories that were sold with that product, we reserve the right (subject to applicable law) only to replace the item that you did return, or to estimate the value of the missing accessories and only to credit or refund you in respect of the returned item.
If you return a product that does not comply with this Policy, you may be liable to reimburse Medicus Shoes (Pty) Ltd for the cost of collecting the product from you and the cost of having the product returned to you.
