TERMS AND CONDITIONS
SHIPPING
All prices shown on this website are in ‘AUD’, unless stated otherwise.
The cost of shipping to addresses in all Australian territories is included within the price of your order.
Delivery times:
We process our orders from Monday – Friday*, between the hours of 7am – 3:30pm EAST (Sydney).
If you place your order before 11am on a business day (Monday – Friday), your order will be processed that same day.
Orders placed after 11am, or over the weekend, will be processed the next business day. For example, if you place an order after 11am on Friday, your order will be processed on Monday morning.
Once your order has been dispatched, we’ll send you a tracking number via email.
If you have any issues throughout the process, you can contact us via the form on our ‘Contact Us’ page.
You can also email butho@africanexchangehub.com.au any time, and we will reply as soon as we can, during office hours.
*This excludes public holidays. In the event of a public holiday, your order will be processed the next working day. For example, if you place your order after 11am on a Friday, and that following Monday is a public holiday, your order will be processed on Tuesday.
Please expect your order to take between 1-10 working days, from the date of payment to arriving at your door. And also remember to account for public holidays, as our mailing partner does not operate on public holidays.
REFUNDS AND EXCHANGES
For refunds and exchange requests, we will only replace an item if it arrives to you defective or damaged. Unfortunately, we cannot offer a refund or exchange due to a change of mind.
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We accept requests for refunds up to 14 days after you completed your purchase. If 14 days have passed since you placed your order, unfortunately we don’t offer refunds or exchanges.
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We only accept returns if your item is unused, still in its original packaging and in the same condition that you received it.
To complete your refund, you also need to include the original receipt in your return as proof of purchase.
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EXCHANGING AN ITEM
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Due to the handmade nature of our products, many of them are one of a kind, so we may not be able to replace a defective item with an identical product. However, we will be able to offer you an exchange of a very similar item, (if in stock), or alternatively, store credit to the same value of your original purchase.
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Once we have received the defective item, we will issue you with a digital credit voucher of the same value, or a full refund to the same value, (less shipping costs).
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If you would like to request a refund or exchange, please contact us at: accounts@africanexchangehub.com.au
HOW TO RETURN YOUR ITEM/S
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Please return your item to: African Exchange Hub, 2/4 Alan Street, Cammeray, Sydney, NSW, 2062.
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We do not cover the cost of shipping for you to return your item. Shipping costs are non-refundable. If we issue you a refund for your item, the cost of shipping will be deducted from the total amount.
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Please allow for additional time for your exchanged item to reach you, depending on your location the speed of our exchange will vary.
For extra security if you are returning an item to us with a value over $75, please consider a trackable option so that we receive the item safely. We don’t guarantee that we will receive your returned item.
