Refund and Returns Policy

Refunds & Returns Policy

Thank you for shopping with Amazing Africa. We want you to be completely satisfied with your purchase, and we have designed this Refunds & Returns Policy to be fair, clear, and compliant with applicable consumer protection laws.

This policy is in addition to your statutory rights (which cannot be waived) under UK / EU consumer protection laws (e.g. Consumer Contracts Regulations 2013, Consumer Rights Act 2015).

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1. Your Statutory Rights (UK / EU)

• For distance / online sales, you have a 14-day “cooling-off” period during which you may notify us that you wish to cancel your order for any reason (no need to provide a reason). Loop Returns+3GOV.UK+3Which?+3

• After notifying us, you then have 14 days to return the goods to us. Which?+1

• We must issue your refund within 14 days of receiving the goods back (or receiving proof of return, whichever is earlier). Which?+1

• If the item is faulty, not as described, or not fit for purpose, you have additional rights under the Consumer Rights Act. For example:
   • Within 30 days of delivery, you may request a full refund if the goods are faulty. Quality Company Formations+2Sprintlaw UK+2
   • For faults that appear within 6 months, you may request a repair, replacement, or refund (unless the seller can prove the item was not faulty when sold). GOV.UK+2Quality Company Formations+2

• Some goods are excluded from the cooling-off right, e.g.:
   • Goods made to the consumer’s specifications or clearly personalized; Citizens Advice+2Which?+2
   • Sealed goods which are not suitable for return for health or hygiene reasons, if the seal is broken; Which?+1
   • Perishable goods; Citizens Advice+1
   • Sealed audio, video, software when the seal is broken; Which?+2Citizens Advice+2

We will always comply with these rights, and this policy does not limit them.

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2. Our Returns & Refund Terms

The following are the terms by which we accept returns and issue refunds (in addition to your statutory rights):

2.1 Eligibility for Returns / Refunds

• You may return goods if they are unused, in their original condition (including packaging, labels, accessories, instructions, etc.), and suitable for resale.

• You must return the goods within the return period (see Section 2.2) and follow the return procedure (Section 2.3).

• Goods that show signs of use, damage not arising from initial delivery, or missing original components may be refused, or refunds may be reduced to reflect the diminished value.

• The goods must be securely packaged so they are not damaged in transit.

• Proof of purchase (order number, receipt, invoice) is required.

2.2 Return / Refund Timeframes

2.3 Return Procedure

To return an item, please follow these steps:

1. Contact us at support@amazingafrica.co.uk (or via our returns portal) within the return period, quoting your order number, item(s) you wish to return, and reason for return.

2. We will issue a returns authorization / RMA number (if required) and instructions (return address, packaging instructions, label, etc.).

3. You must send the goods back to us within the return window. Use a tracked shipping method and retain proof of postage.

4. Once we receive the returned goods (or proof of return, if earlier), we will inspect them to confirm condition and eligibility.

5. If approved, we will issue the refund (or replacement, if you requested and it’s possible) within 14 days.

6. The refund will be made via the original payment method, unless otherwise agreed.

2.4 Responsibility for Return Postage & Costs

• For change-of-mind returns (non-faulty goods), you are responsible for return postage costs, unless we explicitly offer pre-paid returns or state otherwise.

• For faulty / defective / not-as-described goods, we will cover the return shipping cost (or reimburse you) and bear the cost of the refund or replacement.

• If you originally paid for express / premium delivery, only the standard delivery cost will be refunded (unless express delivery service was not carried out). Which?+2Loop Returns+2

• Any customs duties, VAT, or import charges for returns from outside the UK will be handled according to local laws or as agreed.

2.5 Partial Refunds / Deductions

We may deduct a reasonable amount from your refund (or refuse full refund) if:

• The returned goods are not in original condition due to excessive handling beyond what is necessary to inspect them.

• Components, tags, packaging, or accessories are missing.

• The value has diminished due to use, damage, or alteration.

We will notify you of any deduction or rejection, explaining the reasons.

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3. Exchanges & Replacements

• If you prefer a replacement (for the same item) and it’s available, request this when you notify us of your return.

• If your requested replacement is out of stock, we may offer a refund or alternative item of equal value.

• Exchanges are subject to the same conditions (unused, original condition, return procedure).
  
  

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4. Refund Processing

• Refunds will be made through the original payment method (e.g. credit card, debit card, PayPal, bank transfer) unless otherwise agreed.

• It may take some time for your bank or payment provider to credit your account, depending on their policies.

• If any additional fees or charges were applied (e.g. foreign currency conversion), we are not liable for those beyond refunding the original amount we received.
  
  

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5. Returns from Outside the UK

• If you purchased from outside the UK, UK consumer rights may still apply, but enforcing them may be more complex.

• You may be responsible for return customs duties or import taxes, unless otherwise agreed.

• You must comply with the return procedure above.
  
  

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6. No “No Refunds” / Invalid Clauses

We will not include any terms that mislead you or restrict statutory consumer rights. Phrases like “no refunds,” “only exchange,” or “faulty goods only” are invalid if they override your legal rights under consumer protection law. Quality Company Formations+2GOV.UK+2

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7. Contact & Support

If you have any questions regarding returns or refunds, or need assistance with the process, please contact:

Amazing Africa
Email: support@amazingafrica.co.uk
Phone: +44 1234 567 890