Return and Refund Policy
Thank you for choosing Ashford & Lane. We want you to be completely satisfied with your purchase. Please read our Return and Refund Policy carefully to understand your rights and responsibilities.
Requesting a Refund or Return:
How to Initiate:
Customers seeking a refund or return must contact our Customer Support within 7 days of receiving the product.
Contact Information:
Email: support@ashfordlane.co.za
Tel: +27 78 547 6499
Shipping the Product Back:
Customers are responsible for return shipping costs unless the item was received damaged or incorrect. If you need guidance on how to ship the item back, our team will gladly assist.
Return Address:
Upon contacting us, we will provide the return shipping address.
Photo Requirement:
Customers may be requested to provide photos of the item, especially in cases of damage or breakages.
Conditions for Refunds and Returns:
To be eligible for a refund or exchange, all returned items must be:
Unworn and unwashed, in their original resaleable condition, with all original tags attached, and in their original packaging.
We reserve the right to refuse a return if the item shows any signs of wear or use. If an item is deemed to be used or not in its original condition, it will be returned to the customer at their expense.
Circumstances for Refunds and Returns:
Exchanges:
Timeframe: Within 7 days of receiving the product.
Conditions: Product must be unused, and the customer is responsible for return shipping.
Change of Mind:
Timeframe: Within 7 days of receiving the product.
Conditions: Product must be unused, and the customer is responsible for return shipping.
Faulty/Items that Break:
Timeframe: Within 30 days of receiving the product.
Conditions: Photo evidence required. A replacement or refund will be offered.
Damaged on Arrival:
Timeframe: Notify us immediately upon receiving the product.
Conditions: Photo evidence required. A replacement or refund will be offered.
Wrong Product:
Timeframe: Notify us immediately upon receiving the product.
Conditions: We will cover return shipping costs and send the correct product.
Never Arrived:
Timeframe: Within 30 days from the expected delivery date.
Conditions: We will investigate the shipment status. A replacement or refund will be offered.
Cancellation After Ordering:
Timeframe: Before the order is shipped.
Conditions: A full refund will be issued if cancelled before shipping.
Refunds Process:
Timeframe:
Refunds will be processed within 3 business days of receiving the returned product.
Refund Method:
Refunds will be issued to the original payment method which takes 3-7 business days to clear. Customers may choose to receive an EFT which will take 1-2 days to clear.
We appreciate your understanding and cooperation.
For additional inquiries:
If you have any further questions, please contact our customer service at:
Tel: +27 78 547 6499
Email: support@ashfordlane.co.za
Contact Form: https://ashfordlane.co.za/pages/contact
Business Address: Unit 204 FNB House, 151 Musgrave Road, Durban, KwaZulu-Natal, 4001, South Africa
Office Hours: Monday - Friday: 9:00 AM - 4:00 PM
Response Time: We usually respond to all queries within 3 hours but please allow up to 1 business day for a response.
Thank you for choosing Ashford & Lane!
