The Digital Plug Returns and Refund Policy
This is the return and refund policy of The Digital Plug (Pty) Ltd. This refund policy applies to all online purchases through the BMW Lifestyle Store within South Africa. The Digital Plug is committed to ensuring your complete satisfaction with your purchase and operate in compliance with the CPA. The Digital Plug (Pty) Ltd will hereinafter be referred to as “ BMW Lifestyle Store, “we” or “us”.
1. General Returns Policy:
a. Proof of Purchase: A valid proof of purchase (eg order of confirmation, invoice or receipt) is required for all returns ad refunds.
b. Unused Condition: All returned items must be unused, in their original condition, and returned with all tags, packaging and accessories.
c. Timeframe: Returns must be initiated within 14 days of receiving the product, unless the product is faulty. (see section 6 for faulty products).
d. Refund Method: refunds will processed to the original payment method used during the purchase. Please allow for 7-10 days for the refund to reflect in your account.
e. Non-Refundable Items: Certain items cannot be returned unless faulty. There include:
i. Customised or personalised apparel.
ii. Underwear socks, or other intimate apparel for hygiene reasons
iii. Items purchased during promotional sales , unless otherwise stated.
2. How to initial return:
a. Online Returns: Log into your account and follow the returns process. Alternatively, contact our customer service team at “email address or call “number” for assistance.
b. In-Store Returns: if preferred, you may return your item to any authorised partner store in SA. Please bring your proof of purchase and the item in original packaging.
3. Refund process:
a. Once your item is received and inspected, we will notify you of the approval or rejection of your refund.
b. If approved your refund will be cleared in 7-10 days.
c. For EFT refunds, please ensure your bank account details are correct. Refunds may take up to 7 Days to reflect in your account, depending on your bank.
4. Exchanges:
a. If you would like to exchange an item for a different size or colour, please initiate a return and place a new order online.
b. Exchanges are subject to product availability.
5. Delivery and collection Fees:
a. Delivery Costs: Original delivery costs fees are non-refundable unless the return is due to a fault on our part (eg incorrect or damaged item delivered).
b. Collection Fees: If a courier is required to collect the item for return, a collection fee may apply after two failed collection attempts.
6. Faulty or Damaged products
a. If you receive a faulty or damaged product, please notify us within 14 days of delivery.
b. Assessment: For products under warranty, repairs or replacements will be handled in accordance with the manufacturer warranty terms.
c. Transit damage: If you choose to return the product to us, The BMW Lifestyle Store will not be liable for any damage incurred during transit. We recommend using a tracked insured delivery service.
7. Non Refundable Items:
a. The following items cannot be returned unless faulty:
i. Customised or personalised apparel.
ii. Intimate apparel (e.g., underwear, socks).
iii. Items purchased during promotional sales, unless otherwise stated.
8. Promotional, Free and Bundled Products:
a. Promotional, free or bundled items must be returned with the main product in unused condition and original packaging
b. If the main product is returned without the promotional items, the value of the promotional item may be deducted from your refund.
9. Customer Misuse:
a. The BMW Lifestyle Store reserves the right to suspend or terminate accounts of customers who misuse the returns policy or free mechanisms. This includes excessive or fraudulent returns.
10.Policy Updates
a. The BMW Lifestyle Store reserves the right to update or modify this policy at any time. Any changes will be effective upon posting on our platforms.