Refund and Returns Policy

Overview

Our refund and returns policy last 7 days. If 7 days have passed since your purchase, we can’t offer you a full refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. Additional non-returnable items:

  • Gift cards
  • Downloadable software products
  • Some health and personal care items

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

Branding

  • Contact us on sales@queen-sheba.com for a quotation on branding options and layout
  • Queen Sheba Brands cannot take responsibility for non-delivery of orders if layout approval and payment is not received.
  • Branding will only commence the day after artwork is approved and full payment has been received.
  • Delivery lead-times are in effect, the day after artwork approval and full payment has been received.
  • Amendments made to layouts will result in a delay to delivery date. Should you require changes, we will issue a new layout for final proofing, before production commences.

TIPS TO HELP YOU PREPARE YOUR ARTWORK

  • All fonts must be converted to curves to avoid font substitutions.
  • Please include font and size if typesetting is requested.
  • Artwork for multi-colour imprints should be sent as a colour separated file (exceptions: digital printing).
  • Formats we do not accept: Word files, .gif, .jpeg (under 600dpi), Power Point.
  • Please forward the electronic artwork directly to sales@queen-shabe.com.
  • Upon written approval of layouts please confirm with your receipt your signoff by email.
  • Queen Sheba Brands cannot take responsibility for non-delivery of orders if layout approval is not received.
  • Branding will only commence once full payment for stock and branding has been received and artwork has been approved.
  • If cheques are deposited into one of our four bank accounts, branding will only commence once payment has cleared.
  • Please confirm that proof of payment has been received by email. Queen Sheba Brands cannot take responsibility for missed deadlines if payment has not been confirmed.
  • For fast clearing of orders please e-mail sales@queen-sheba.com.
  • Reminders will be sent out if we require either approval or payment from you before commencing with a job.
  • Delivery dates are quoted from the day after artwork approval and receipt of payment – whichever is later.
  • Amendments made to proofs will result in a delay to delivery date. Should you require changes, we will issue a new layout for final proofing before production commences.

ARTWORK FEES

  • Artwork received in the correct format will not be charged for.
  • Artwork received in an incorrect format will attract a redrawing fee of R495. This will accommodate two changes, thereafter additional changes will be charged for at R200.00, per change.
  • Branding cancelled after layouts have been generated will be charged for at R200 per layout created.

General

  • Once stock has been collected from / delivered by Queen Sheba Brands, we have no control over it.
  • As such we do not accept responsibility for any damages or shortages not reported within 48 hours.
  • Whilst every effort has been made to fulfil all orders correctly, should you choose to brand your order with another company, we encourage you to check all items received BEFORE they are branded. Queen Sheba Brands cannot accept returns on incorrect items which have been branded regardless of whether it’s our fault or not.
  • Returns on memory sticks, food items and personal care / pamper products will not be accepted.
  • It may take up to a week to carefully check the stock that is returned and once we are satisfied that stock is fit for resale we will issue the refund or credit note.
  • In the case of stock being sent by courier, clients have 72 hours from time of collection by courier, to report missing or damaged items. No claims will be entertained thereafter.
  • Once an order for memory sticks has been collected from us, we unfortunately cannot accept a return on it.
  • We do not accept returns on discontinued and clearance items.
  • We do not accept returns or changes to orders for items that need to be assembled or consolidated.
  • The ETA (estimated time of arrival) dates are updated regularly but due to unforeseen supplier, shipping or customs delays, these dates cannot be guaranteed.
  • Day 1 of branding is the day after receipt of both artwork approval and payment.
  • Lead times exclude weekends, South-African public holidays and Queen Sheba Brands annual shutdown period.
  • In terms of public health regulations, identified essential products are prohibited for return or exchange due to strict health controls.
  • Colours of actual products may vary slightly from the colours shown in the catalogues and on the website. Please request a sample for accurate colour-checking purposes.
  • All product sizes have been indicated in centimetres. Sizes may vary slightly from those provided.
  • Product images may vary slightly from actual products due to inherent limitations in photography, film separation and printing.
  • We have endeavoured to ensure that the details in the catalogues and on the website are accurate, however due to the volume of information, mistakes might have crept in. Should you have questions or uncertainties regarding information or products please contact us or view a sample for confirmation prior to placing your order. We cannot be held liable for any mistakes made or costs incurred based on incorrect information displayed in the catalogues or on the website.
  • The artwork designs and trademarks imprinted on the products displayed are reproduced only as examples of the type of quality of branded products available. They are not intended to represent that the products are either endorsed by or produced for the owners of the artwork, design or trademark.

PAYMENT

  • We do not accept cash payments for any orders that exceed R500.00.
  • We accept Mastercard / Visa and Debit cards (no Amex and Diners).
  • We encourage online payments, via the payment portal. For your convenience, EFT’s can also be made. Stock will only be released once proof of payment has been received and reflects in our bank account. Please ensure payment is made to the correct bank account to have your order processed without delay. Orders will only be released once payment has reflected.
  • For orders over R50 000, clients will be required to pay a 50% deposit prior to processing an invoice.

CANCELLATION POLICY

  • Written and online orders constitute a binding contract and are legally enforceable.
  • Once an order, exceeding the value of R5000 ex VAT or more, has been emailed or placed online, cancellations prior to collection will be subject to a 15% handling and admin fee.
  • Any orders not paid for within 10 working days of being placed will be deemed “cancelled”. A 15% handling fee will apply, should the invoice exceed R5000 ex VAT or more.
  • If layouts are created prior to cancelling an order, a fee of R200 will apply per layout, whether we were able to meet your deadline or not. We recommend checking stock availability and estimated lead-times prior to proceeding with any order.
  • For customers who have an account, no cancellations will be accepted after final artwork approval has been received.
  • Collected orders may not be returned for credit, unless approved in writing by management within 48 hours of collection, subject to a 25% handling and admin fee. Please do not return orders without prior written consent from Management. Orders returned without accompanying written consent and corresponding invoice will not be accepted by our returns department.
  • Once stock of an item that is on special or “reduced to clear” has been collected no returns will be accepted, unless said stock is faulty.
  • Cancellation fees need to be paid before further orders will be processed.

UNBRANDED BULK ORDERS

  • Unbranded bulk orders will be dispatched the day after both the payment has been received and the branch selection has been updated. If however, your order is ready earlier, we will do our utmost to get it onto that days truck.
  • If you place your order online, you can do so until 23h00 and your order will be dispatched the following day (provided payment is made) and stock availability is confirmed.

PAYMENTS

  • Please send your proof of payment for all orders to sales@queen-sheba.com
  • The Sales Manager will contact you if any unforeseen issues arise.

POPI ACT AGREEMENT AND CONSENT DECLARATION

WHEREAS IT IS AGREED THAT

  • All parties agree that they will comply with POPI regulations and process all the information and/or personal data in respect of the services being rendered in accordance with the said regulation and only for the purpose of providing the Services set out in the agreement to provide services.
  • The company (also called the service provider), all the parties to this agreement, the service provider’s employees and the client’s employees and any subsequent party/parties to this agreement acknowledge and confirm that
  • One or more of the parties to this agreement, will possess and will continue to possess information that may be classified or maybe deemed as private, confidential or as personal information.
  • Such information may be deemed as the private, confidential or as personal information in so far as it relates to any party to this agreement.
  • Such information may also be deemed as or considered as private, confidential or as personal information of any third person who may be directly or indirectly associated with this agreement.

Further it is acknowledged and agreed by all parties to this agreement, that such private, confidential or as personal information may have value and such information may or may not be in the public domain. For purposes of rendering services on behalf of the client, the service provider and any party associated with this agreement and/or any subsequent or prior agreement that may have been/will be entered into, irrevocably agree that “confidential information” shall also include inter alia and shall mean inter alia:

  • (a) all information of any party which may or may not be marked “confidential,” “restricted,” “proprietary” or with a similar designation;
  • (b) where applicable, any and all data and business information.
  • (c) where applicable the parties may have access to data and personal and business information regarding clients, employees, third parties and the like including personal information as defined in POPI regulation; and
  • (d) trade secrets, confidential knowledge, know-how, technical information, data or other proprietary information relating to the client/service provider, or any third party associated with this agreement and (including, without limitation, all products information, technical knowhow, software programs, computer processing systems and techniques employed or used by either party to this agreement and/or their affiliates.

All parties irrevocably agree to abide by the terms and conditions as set out in this agreement as well as you agree and acknowledge that all information provided, whether personal or otherwise, may be used and processed by the service provider and such use may include placing such information in the public domain. Further it is specifically agreed that the service provider will use its best endeavours and take all reasonable precautions to ensure that any information provided, is only used for the purposes of the agreement.

It is confirmed that by submitting information to the service provider, irrespective as to how such information is submitted, you consent to the collection, collation, processing, and storing of such information and the use and disclosure of such information in accordance with this policy.

SHOULD YOU NOT AGREE TO THE TERMS AND CONDITIONS AS SET OUT IN THIS AGREEMENT AND CONSENT DECLARATION YOU MUST NOTIFY THE SERVICE PROVIDER IMMEDIATELY FAILING WHICH IT WILL BE DEEMED THAT YOU ACCEPT AND AGREE TO THE TERMS AND CONDITIONS SET OUT ABOVE

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again. 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 enquiries@queen-sheba.com.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping returns

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. Depending on where you live, the time it may take for your exchanged product to reach you may vary.If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

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