ONLINE RETURNS POLICY
All capitalized terms, unless defined herein to the contrary, shall bear the meaning assigned to that term in our "Terms and Conditions" which can be accessed and is also available here.
Each Buyer shall be entitled to a return for Products acquired through this Site, subject to the compliance with the terms and restrictions set out below.
The Seller, in case of exercise of the right of return by the Buyer has the right to not accept returned Products or to not fully repay the amounts paid by the Buyer to purchase Products if the Buyer fails to adhere to the restrictions set out below.
- Return must be logged within 14 days of item being delivered
- The item is in a re-sellable condition
- The item is in its original packaging, with labels attached
- Please note that we cannot accommodate in store exchanges, refunds and returns. We are working on a solution for this.
- No cash refunds on online Gift Vouchers
- Online Gift Vouchers only valid for purchases on www.diesel.co.za
If you have received a promotional gift with your purchase, then we require that this be returned when the purchased Product is returned. Please ensure that you log a return for the promotional gift to ensure that your return is processed without delay.
All Products (irrespective of the restrictions set out below under the heading “Non-Returns”), but subject to this returns Policy, may be returned if they are delivered in error or do not match the sample or description of the Products on the Site as at the date of placing an order.
Due to hygienic reasons, we are not able to accept returns on:
- Underwear, Swimsuits, Socks, and Jewellery.
- Altered merchandise.
- Merchandise that has been damaged due to negligence or normal wear and tear.
- Merchandise used for a purpose other than what is intended.
1. LOG A RETURN
Log a return within 14 days of the order being delivered free of charge (conditions may apply). Click here to see Frequently asked Questions.
2. PREPARE THE ITEM
Please ensure that the item(s) are packed in the packaging they were received in, or that they are easily identifiable with the inclusion of the order
3. SCHEDULE A COLLECTION
Return to our warehouse can take up to 4 working days for main centres and 8 working days for outlying/regional areas from date of collection from your address
4. REFUND PROCESS
Once the returns have reached our warehouse, the items in your return will be inspected before the return is processed – this should happen within 7 working days of arrival at our warehouse, after which the refund or online store credit will be initiated.
1. LOG IN
Log in and go to the account section. Click on 'Orders' then select the order containing the item(s) you wish to return.
2. REQUEST RETURN
Select the 'Request return' button, then select the item(s) you want to return. Motivate your reason for returning the item(s)
Add the collection address where the couriers will come to collect your return from.
4. REFUND METHOD
Select a refund method - online store credit or the method you initially paid with
5. CHECK AND CONFIRM
Confirm the return details and click the 'Request Return' button.
You will receive an email confirming that your return has been logged.
*A Coupon discount is applied proportionally across the items in your cart. In the event that you return 1 or some of the items in your Order where you have redeemed a Coupon, the proportional discount applied across those Items, will not be refunded to you, or credited to your account. Please refer to the specific coupon’s terms and conditions to understand whether the coupon will be reinstated and the relevant terms that will be applied
We cannot refund you in cash for that portion of the purchase price which you paid using the Gift Voucher, but we will credit your account.
**Please note that we cannot accommodate in store exchanges, refunds, and returns. We are working on a solution for this.
IMPORTANT NOTES REGARDING RETURNING ITEMS:
We will send a courier to collect returns logged within the 14 day return period free of charge. Should you wish to return something after the 14 days please contact our helpful Customer Loyalty team who will advise you accordingly.
All products (including certain non-returnable items) can be returned if they are faulty, not fit for their intended purpose or do not match the sample or description. These products need to be returned in their original packaging with all labels attached. Please contact our delightful Customer Loyalty team should you receive a faulty product and they will assist you with the process.
We require that promotional free gifts, received with purchases, are returned to us when the purchased item is returned. Please ensure that you log a return for the free gift to ensure that your returns are processed speedily.
All products under guarantee/warranty must be returned along with the original packaging and guarantee/warranty forms. We are unable to have these items repaired/replaced by our suppliers or the manufacturers without all relevant pieces and may be unable to accept or process your return. Please refer to the product guarantee/warranty card for further information.
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.
Should you wish to arrange collection of the item, we will provide you with a reference number, which you must ensure that your courier quotes upon collection. Should you not collect within 30 days of us contacting you, we will have no further option but to discard.
*SPECIAL CONDITIONS APPLICABLE TO RETURNS OF DEFECTIVE/FAULTY PRODUCTS:
Defective products can be returned up to 6 months of delivery date by contacting our helpful Customer Loyalty team who will advise you accordingly.
A “Defective Product” is one which contains a material imperfection in the manufacture or design that renders the product less acceptable, useful or safe than reasonably expected, under the circumstances. A product is in a defective condition if it is dangerous to the user or to consumer, when used in the prescribed way and/or for the purpose for which it was manufactured or designed.
The product must be defective in itself (due to manufacture or design fault) and not damaged due to inappropriate use.
When returning a product after the 14 day standard returns period, a customer must provide full reasons for alleging that the product is defective, including stating how the product was utilised during the period that it was in the customer’s possession.