Please note that the information outlined below pertains to “Returns and Exchanges” only and is a summary from our Returns Policy. For more information on refunds and processing of credits/refunds click here.
- Exchanging non-defective product(s)
Within 30 days of your order being delivered to your door, you can exchange the product(s) you ordered for a different size of the exact same product as long as the preferred size is available. If not available, we will gladly arrange a voucher, in order for you to purchase an alternative item.
Please note, GRASSHOPPERS ONLINE reserves the right to refuse an exchange if the product you wish to exchange is not sent back to GRASSHOPPERS ONLINE in the exact packaging it was received in, with labels attached, in a resalable condition – this includes any branded packaging the item was received in. Shoes need to be returned in the original shoe box and the shoe box packed in another box and securely sealed.
- Returning non-defective product(s)
You are entitled to return any purchase concluded on GRASSHOPPERS ONLINE and delivered within South Africa, free of charge, within 30 days of the product(s) being delivered. GRASSHOPPERS ONLINE will also pay the cost associated with collecting the return from you. In order to obtain a refund to the rand value of the purchased items being returned, the product(s) being returned must be sent back to GRASSHOPPERS ONLINE, in accordance with the return procedure set out below.
Consequently, if upon receiving your purchase you are not satisfied with your choice of product(s) and wish to return it for a refund as aforesaid, please retain the product(s)’ original packaging, with labels attached, and do not wear the product.
- Returning incorrect product(s) As specified in our Terms and Conditions (T&Cs), GRASSHOPPERS ONLINE will make all reasonable efforts to ensure the product information, availability, purchase price and associated delivery times, are accurately reflected on the site.
However, should GRASSHOPPERS ONLINE deliver the incorrect product(s) to you by mistake, please do not remove the product from its original packaging, do not remove the labels or try the product on at all. Please email query@grasshoppers.co.za – (Subject line: your order number – Incorrect Item), as soon as possible.
GRASSHOPPERS ONLINE will resolve the error by arranging to collect the incorrect product(s) from you and to deliver the correct product(s) to you as quickly as possible.
Please do not try and resolve the problem by placing another order for the exact same product, as you were trying to purchase.
General warranty
If, within 6 months of delivery of a product, you find that the product is faulty, not commercially acceptable, unsuitable for the purpose generally intended for, (or otherwise expressly indicated by GRASSHOPPERS ONLINE at time of purchase), or not legally or reasonably durable (based on the circumstances and product type) (‘defective’):
Please email query@grasshoppers.co.za (Subject line: your order number – Defective Item) to notify GRASSHOPPERS ONLINE thereof. GRASSHOPPERS ONLINE will request pictures of the defective product and will arrange to collect such product from you, so that it can be inspected by the GRASSHOPPERS ONLINE Quality Assurance team. If the product is subsequently found to indeed be defective, you are entitled to either –
be fully refunded, or
have the product replaced at GRASSHOPPERS ONLINE’s expense – the decision between repairing or replacing being that of GRASSHOPPERS ONLINE’s, depending on availability and other relevant circumstances. In this regard you acknowledge that Sale/On Special products will usually only qualify for repair.
If the product is found NOT to be defective and is commercially acceptable, you will NOT be entitled to any repair, replacement or refund, but will instead be liable for the costs incurred in having had such product returned to GRASSHOPPERS ONLINE, and then redelivered to you.
A product is NOT defective and you will NOT be entitled to any replacement or refund under the general warranty above, if:
the faults/damages are a result of normal wear and tear;
damage arises from incorrect usage of the product;
the item has a reasonable amount of manufacturing or production imperfections, but is acceptable in accordance with the generally accepted commercial practices.
Exclusions Unless defective, the following product types may not under any circumstances be returned to GRASSHOPPERS ONLINE: Products that you or any other person has altered, repaired, incorporated or added to where such alteration, repair, incorporation or addition, has not been authorised by GRASSHOPPERS ONLINE.
Return procedure to be followed
As outlined in the section “Returning non-defective product(s)” under “Exclusions” above, please do not return any excluded items to GRASSHOPPERS ONLINE. Should you wish to return a non-defective product within 30 days of the date that it was delivered, please retain the product’s original packaging, with labels attached, and do not wear the product at all.
In the event of GRASSHOPPERS ONLINE having sent you an incorrect product, please follow the procedure as outlined in “Returning incorrect product(s)”.
Should you wish to
return an item that is defective or faulty, please follow the procedure as outlined in “Returning defective product(s)”.
For swop outs/exchanges, please email us at query@grasshoppers.co.za.
Pack item into box
Pack the product(s) in their original protective packaging to secure the product(s) you are returning. Then pack the product(s) into the original GRASSHOPPERS ONLINE delivery box, along with the printed delivery note that was in the box when you received it. If you are returning shoes, please place the shoes in the original shoe box and do not use tape to close the shoe box – all shoe boxes should then be placed in the original GRASSHOPPERS ONLINE box they were delivered in. Carefully seal the delivery box in order to make sure the parcel is safely returned to GRASSHOPPERS ONLINE. Should you be returning products from multiple orders at one time, please carefully pack the products belonging to the same order number together, and include the relevant delivery note received with each order. This will ensure a swift returns process.
Returning the parcel
If your parcel was originally delivered to your door, our courier will contact you to arrange to collect the package from the address you supplied. The courier will contact you within 3 working days of you requesting the return. GRASSHOPPERS ONLINE will pay for the cost of returning the parcel to our warehouse.
