Refund policy

RETURNS POLICY

We want you to happy with the quality of the items you order. If you are not completely satisfied, you can return the product to us and we will either replace it or credit your account, subject to the terms below. This policy applies to all products bought from Elite Gentlemen / EG Brand. 

Section 1: Returns and Exchanges

Unwanted Products

In general, you can return an unwanted product to us at no charge, provided: 

  • it is undamaged and unused, with the original labels and stickers still attached; 
  • it is in the original packaging, which must be undamaged and in its original condition with all seals still intact (if applicable). 
  • it is not missing any accessories or parts;
  • it is not listed in section 2 - Products not eligible for return; and 
  • you log a return within 7 days (or 3 days for products marked “Clearance”) of delivery to you or collection by you of the unwanted product. 

Want to exchange?

Fashion and footwear products can be exchanged for a different size provided that such variation is available, and is available at the same price as the product originally purchased. 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 immediately available, we will credit your account with the purchase price of the product (or refund you if that is your preference) within 8 days of you logging the return. 

We reserve the right to inspect the product to validate your return. 

Not what you ordered?

If we accidentally deliver the wrong product to you or if the product is not as described on the Website (or if it is missing any accessories), please notify us 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 8 days of the return (or refund you if that is your preference). 

Returns

To complete your return, we require a receipt or proof of purchase.

Once we have inspected the product and validated your return, we will credit your account with the purchase price of the product within 8 days of the return (or refund you if that is your preference).  Please bear in mind that refunds can take 5 - 10 working days to reflect in your account. We are entitled to refuse a return if the unwanted product is returned damaged, not in a re-saleable condition or missing any accessories. 

Late or missing refund?

If you haven’t received a refund yet, first manually check your bank account.
Next contact your bank. There is often some processing time before a refund is cleared.
If you’ve done all of this and you still have not received your refund yet, please contact us at admin@elitegentlemen.co.za.

Section 2 - Products not eligible for return

The following products are not eligible for a refund, exchange or credit:

  • electronic vouchers;
  • intimates, lingerie, bodysuits or underwear;
  • a beauty product or fragrance which has been used;
  • Other products intended for everyday consumption; or
  • products which have been personalised for you or made to your specifications, unless defective.

Section 3 - Refunds (if applicable)

If you haven’t received a refund yet, first manually check your bank account.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at admin@elitegentlemen.co.za.

Section 4 - Shipping

Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund (unless otherwise indicated)

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

Section 5 - Defective product

We do our very best to ensure that the products we produce and deliver to you are of a high quality and without defects. 

What is a defect? A defect is a 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 will not entitle you to a return under this section: 

  • faults resulting from normal wear and tear;
  • damage arising from negligence, user abuse or incorrect usage of the product;
  • damage arising from a failure to adequately care for the product;
  • damage arising from unauthorised 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.

Section 6 - 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 are entitled (subject to applicable law) to refuse the return, 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 items to us by mistake and you want these returned to you, you may be liable to reimburse us for the cost of having the product returned to you.

If you return a product that does not comply with this policy, you may be liable to reimburse us for the cost of collecting the product from you and the cost of having the product returned to you.