We only want happy (returning) customers. We want you to enjoy your order and be satisfied with the items you buy from Eli-Jo Sport and Equipment. Kindly let us know first if you are unhappy, we will walk the extra mile to make our clients happy. Send us an e-mail at hello@elijogroup.co.za
This policy forms part of the Eli-Jo Terms and Conditions and words defined in the Terms and Conditions have the same meaning in this policy unless the context indicates otherwise. Nothing in this policy is intended to limit your statutory rights in any way.
1. If you are not completely satisfied:
1.1. Items bought from our online shop / website which was kept in stock can be returned for us to repair / replace it or to refund you subject to our terms and conditions.
1.2. Unfortunately no refunds and/or returns are accepted for custom designed clothing/apparel/sportswear etc. After approving the job card from our factory, you accept full liability for (not limited to, but including) the colours, sizes, quantities, styles, choice of fabric, spelling of names, numbers, logos etc. Eli-Jo will not be liable for special custom designed orders after approval of the final design and job card for manufacturing save for where the item/s is damaged prior to delivery or the loss/damage is due to the gross negligence of Eli-Jo.
2. Exchange – only possible for in-stock-items bought on our website via the website / e-mail / WhatsApp – provided that the items
2.1. Are unused and/or undamaged, with original packaging, labels and stickers still attached;
2.2. Are not missing any part/accessories;
2.3. Have not been marked/personalised or made for your specific needs, to your specification and on your instruction, unless defective;
2.4. What is a defect? A defect is a material imperfection in the manufacture of a item/s or any characteristic of a item/s, which makes the item/s less acceptable than one would reasonably be entitled to expect in the circumstances.
2.5. In the following events it will not be regarded as defects / defective items and will not entitle you to a return / refund under this Return Policy:
2.5.1. issues / damages resulting from normal wear and tear;
2.5.2. damage arising from your negligence, user mishandling or incorrect usage of the item/s;
2.5.3. damage arising from a failure to adequately care for the item/s; damage arising from unauthorised alterations to the item/s; and
2.5.4. where the specifications of an item, does not suit you, despite an accurate description on our website and generally fit for its intended purpose.
2.6. you fail to return all of the parts / accessories of a defective item/s that were sold with that item/s, 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 parts / accessories and only to credit or refund you in respect of the returned item.
2.7. If you return item/s that does not comply with this policy, you may be liable to reimburse Eli-Jo for the collection cost of the item/s from you and the cost of having the item/s returned to you.
3. Size issues
3.1. Items can be exchanged for a different size provided that the item is still available in stock and for the same price as purchased. Eli-Jo will arrange for the collection of the item, for our account, while the delivery of the correct size will be for the client’s account. If the same item is no longer available we will refund you with the purchase price of the item within 7 days after collection of the item from the client.
3.2. Items bought on sale/promotion will only be refunded to store credit for the purchase amount. Unfortunately no cash refunds on sale/promotional items.
4. How to return / exchange you items:
4.1. E-mail us at hello@elijogroup.co.za within 7 days of delivery to you or collection from us.
4.2. Kindly include the following information in your e-mail: details of your order, contact details as well as your banking details for refunds.
4.3. You have to deliver the items to us in Dana Bay / Mossel Bay by way of personal delivery to an agreed address, or by way of courier for delivery at our door.
Please contact us at hello@elijogroup.co.za / (+27) 073 039 3395
We can arrange a courier to collect the parcel from you, but the cost will be for your account.
4.4. We reserve the right to inspect the item/s to validate your return. Once we have done so we will refund you with the purchase price of the item/s within 8 days of the return. Kindly take note that refunds can take 5 – 10 working days to reflect in your account. We are entitled to refuse a return if the unwanted item/s is returned damaged, not in its original packaging or missing any tags / labels / parts / accessories.
5. Received the wrong order
5.1. We really do wish that this does not ever happen, but with high volumes of orders, errors may occur and we sincerely apologise in advance.
5.2. Kindly immediately notify us on receipt of the order when it is not what you have ordered, if the item is not as described on the website or if it is missing any part / accessory. We will collect the parcel from you at no charge.
5.3. We reserve the right to inspect the item/s to validate your return and we will, at your choice, deliver the correct item/s to you as soon as possible (subject to availability or credit your account with the purchase price of the item/s within 8 days of the return or refund you.
6. Local delivery and charges
6.1. Standard delivery within South-Africa is R100
6.2. You may choose between door to door delivery or collection at a PostNet branch / Pudo locker.
6.3. Free shipping for orders over R1,000.00
6.4. We dispatch all orders with our courier, Aramex (division of PostNet) / Pudo locker. You will receive a tracking number for your order which will enable you to trace your parcel online.
6.5. Delivery to main cities can expect delivery within 2 – 3 days of dispatch, rural areas to expect delivery within 3 – 5 days from dispatch.
6.6. For collection of orders, kindly arrange a date and time via e-mail at hello@elijogroup.co.za or contact us on (+27) 073 039 3395
Free delivery within Mossel Bay / Dana Bay / Hartenbos / Grootbrak / Kleinbrak area.
7. Discount for bulk orders
7.1. Eli-Jo do offer discount for bulk orders on shin liners only. 25+ pairs of the same design qualifies for this discount.
7.2. We can however not offer any discount on other item/s save for sale or promotional items on our website.
