Shipping, Returns, and Exchanges

Shipping, Returns, and Exchanges Policy

Effective Date: 18/02/2025

Thank you for shopping with us. This Shipping, Returns, and Exchanges Policy outlines the terms for delivery, refunds, exchanges, and returns for our store. By placing an order, you agree and are bound to the following terms and conditions:

Shipping Policy

1. Order Processing

• Orders are processed at our headquarters in South Africa and shipped from our storage facilities in China.
• Standard Shipping: Processed within 2 business days of purchase.
• Goldline Delivery: Processed within 12 hours of purchase.

Important: Orders placed during sale periods or new drops may be subject to delays.

2. Delivery Times

• Standard Shipping: Estimated 10-12 business days (excluding processing time) for both local and international deliveries.
• Goldline Delivery: Estimated 8 business days for both local and international deliveries.

All delivery times are estimates provided by the shipping courier and cannot be guaranteed.

3. Delivery Requirements

• We do not deliver to PO boxes. If a PO box is provided, no refunds or adjustments will be made for lost or undelivered packages.
• A valid phone number and email address are required for all orders to avoid delays or non-delivery.

4. Customs and Import Taxes

• Customers are responsible for all customs or import taxes. No refunds or re-deliveries will be issued for refused orders.

Returns, Refunds, and Exchanges Policy

We adhere to both South African law (Consumer Protection Act) and our shipping provider's refund, return, and dispute policies to ensure fair and transparent handling of all returns and exchanges.

1. General Return Policy

• Products can only be returned if authorized by us and our shipping supplier.
• Returns must be initiated within 30 days of receiving the product.
• Return shipping costs are the customer’s responsibility.

Important: Due to high international return shipping costs and potential delays, returns are generally discouraged unless absolutely necessary.

2. Refund, Resend, and Exchange Eligibility

We will issue refunds, resend products, or offer store credit for the following scenarios:

• Orders Not Received:
  • If tracking shows the order was not delivered, a non-delivery certification from the local post office is required to qualify for refund, resend, or exchange eligibility. Please note that because we ship from China, this process may take significantly longer than organisations operating in your local area.
  • Please note that if the tracking status falls under "Alert" (e.g., insufficient address, refused package, customs issues), no refund or resend will be issued as this status indicates that the customer has either (1) provided an incorrect shipping address, (2) provided a PO Box as an address, (3) not payed their local customs or import taxes, (4) refused the package for any reason, (5) not responded to our courier's calls or alert massages on the day of delivery.
• Damaged Products:
  • Full refund or replacement for severely damaged products.
  • Partial refund or replacement for minor damage (e.g., scratches).
  • For damaged packaging, no refunds will be issued due to international shipping wear and tear.
• Incorrect or Missing Products:
  • Full refund or replacement for incorrect items.
  • Refund or replacement for products with wrong colour/size that don’t affect functionality.
  • Missing parts: Partial refund or resend for minor missing parts; full resend for essential missing parts.

Proof Required: Customers must provide photos or videos to substantiate damage or incorrect/missing items.

3. Unacceptable Return and Refund Requests

The following reasons do not qualify for refunds or exchanges:

• As we ensure properly display and advertising of all our products, a buyer's remorse, dislike, or unmet expectations of any of our products do not qualify for refunds or exchanges under any circumstances.
• Incorrect shipping address/ PO Box as an address provided.
• Product description disputes.
• Unusual smells or subjective product preferences.
• Refused customs clearance due to buyer non-compliance.

4. Cancellations

• Full refund for orders cancelled before processing begins. It is the customer's responsibility to cancel their order in under 3 hours after the order was placed. Any order requests for cancellation received after 3 hours will not be eligible for order cancellations. Please contact us via WhatsApp @ +27 64 959 9793 to request for order cancellation, as these cases are highly time-sensitive, and we could like to assist you to the best of our ability.
• Non-cancellable Orders: Customized or personalized items cannot be cancelled after payment.

International Buyer Policy

International buyers are subject to the same return and refund policies. However:

• Orders shipped to restricted or high-risk countries may have limited or no refund options. Unfortunately, we do not accept any disputes for orders after payment shipped to the following locations:

Brunei, Cambodia, Laos, Vietnam, Andorra, Guernsey, Gibraltar, Greenland, Canary Islands, Iceland, Jersey, Liechtenstein, Monaco, San Marino, Vatican, Bahrain, Kuwait, Afghanistan, Antigua, Anguilla, Albania, Armenia, Angola, Argentina, American Samoa, Aruba, Azerbaijan, Bosnia and Herzegovina, Barbados Bangladesh, Burkina Faso, Burundi, Benin, Bermuda, Bolivia, Bahamas, Bhutan, Botswana, Belarus, Belize, Democratic Republic of the Congo, Central African Republic, Congo, Cote d'Ivoire, Cook Islands, Cameroon, Costa Rica, Cuba, Cape Verde, Djibouti, Dominica, Dominican Republic, Algeria, Ecuador, Eritrea, Ethiopia Fiji Islands, Falkland Islands, Micronesia, Faroe Islands, Gabon, Grenada, Georgia, French Guiana, Ghana, Gambia, Guinea, Guadeloupe, Equatorial Guinea, Guatemala, Guam, Guinea Bissau, Guyana, Honduras, Haiti, Iraq, Iran, Jamaica, Jordan, Kenya, Kyrgyzstan, Kiribati, Comoros, Saint Kitts, North Korea Kosovo, Cayman Islands, Kazakhstan, Lebanon, Saint Lucia, Sri Lanka, Liberia, Lesotho, Libya, Morocco, Moldova, Montenegro, Madagascar, Marshall Islands, Republic of North Macedonia, Mali, Myanmar, Mongolia, Saipan, Martinique, Mauritania, Montserrat, Mauritius, Maldives, Malawi, Mozambique, Namibia New Caledonia, Niger, Nigeria, Nicaragua, Nepal, Nauru, Niue, Oman, Panama, Peru, Tahiti, Papua New Guinea, Pakistan, Palau, Paraguay, Qatar, Réunion, Romania, Serbia, Rwanda, Solomon Islands, Seychelles, Sudan, St. Helena, Sierra Leone, Senegal, Somalia, Suriname, Republic of South Sudan Sao Tome and Principe, El Salvador, Syria, Eswatini, Turks and Caicos Islands, Chad, Togo, Tajikistan, Timor Leste, Turkmenistan, Tunisia, Tonga, Trinidad and Tobago, Tuvalu, Tanzania, Ukraine, Uganda, Uruguay, Uzbekistan, Saint Vincent Island, Venezuela, British Virgin Islands, United States Virgin Islands, Vanuatu Samoa, Bernel, Curacao, Saint Eustacius, Saint Martin, Nevis, Somaliland, Saint Bafulimi, Yemen, Mayotte Island, Zambia, and Zimbabwe

• Customers in remote areas may incur additional shipping costs.
• Customs, import taxes, and local delivery rules are solely the buyer’s responsibility.

How to Initiate a Return or Exchange

For all return, refund, or exchange requests, please email us at [wecare@oairgid.com] or, for speedier assistance, contact us over WhatsApp @ +27 959 9793 with:

1. Your order number.
2. A detailed description of the issue.
3. Supporting photos or videos.

Our team will guide you through the next steps and, if applicable, provide a return authorization and address.