Shipping policy

Subject to the provisions of section 42 and 44 of Electronic Communications and Transactions Act 25 of 2002 (“ECTA”), the return, exchange and refund policy of the Company is as follows:

Products sold must be returned within 7 (seven) days after the date on which you receive the product.

To be eligible for a return, your item must be in the same condition that you received it, unused and in its original packaging. You’ll also need the receipt or proof of purchase.

Kindly note that requests for returns must be in writing and sent via email to tom@visuals.tv 

You can always contact us for any return question at tom@visuals.tv.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Kindly note that products shall be returned at your own expense, and you will be liable for all courier or similar fees involved. Said fees shall be deducted from the purchase price of the product, should you be entitled to a refund.

 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

Certain types of items cannot be returned, including but not limited to, custom products (such as special orders),hazardous materials, flammable liquids, or gases.

Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items, discontinued items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

In the instance of an exchange of Product, you will be liable for the courier or similar fees involved in returning the product and resending the replacement Product to you.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at tom@visuals.tv.