Refund policy
RETURNS AND CANCELLATION POLICY
17/11/2022
INTRODUCTION
This policy applies to products or services bought from Boop itself. Products and services bought from our partners and vendors are subject to THEIR return and cancellation policy as stated on given product, service, experience listing.
Certain parts of this policy do not apply to reconditioned products or used products, and this is indicated in the relevant sections below.
This policy forms part of the Boop Terms and Conditions, and therefore words defined in the Terms and Conditions have the same meaning in this policy, unless the context indicates otherwise.
RETURNS
Unsafe or Defective goods:
Unsafe or defective goods may be returned for a repair, replacement or refund within 6 (Six) months of delivery. You may choose whether you want the item repaired, replaced, or receive a refund.
If the goods are repaired, then the repair must last for at least 3 (Three) months. If the same fault re-appears or another defect appears within three months of the repair being affected, then the item can be replaced or refunded.
You would forfeit your right of return if the goods concerned have been disassembled, altered, permanently installed, affixed, or combined with other goods; or a public regulation for reasons of public health or other prohibits the return of such goods.
Unwanted products:
Unwanted products can be returned within 30 (Thirty) days from date of delivery, provided it is undamaged and unused, with the original labels, stickers and packaging still intact.
Wrong product was delivered:
If we accidentally deliver the wrong product to you, or if the product is not as described on the Website, please notify us and we will collect the product from you at no charge.
Once we have inspected the product and validated your return, we will at your choice deliver the correct product to you as soon as possible (if the correct product is available) or credit your account with the purchase price within 10 days of the return.
Products damaged on delivery:
Should a product be damaged or missing any parts or accessories at the time of delivery, please notify us within 7 (Seven) days of such delivery by logging a return on the Website.
We will arrange to collect the product from you at no charge. Once we have inspected the product and validated your return, we will at your choice repair/replace the product as soon as possible (if such repair is possible or if we have the same product in stock to use as replacement) or credit your account with the purchase price of the product.
CANCELLATION OF BOOKED SERVICES
You may cancel any booked service within 7 (Seven) days after the day you receive your confirmation of booking.
Any booking cancelled within the above-mentioned period will be refunded within 30 (Thirty) days of receipt of cancellation.
Should you cancel a booking after 7 days, Boopme will issue a credit voucher which is valid for 3 years.
Boopme reserves the right to charge a cancellation fee in respect of bookings cancelled after 7 days.
The cancellation fee mentioned in clause 3.4 above, consists of any expenses incurred by Boopme or a third-party service provider and will be deducted from the initial booking price prior to issuing a credit voucher.
CHARGES AND REFUNDS
If you return a defective product to us but fail to return all of the accessories and parts that were sold with that product, we are entitled to refuse the return, or only replace the item that you did return, or to estimate the value of the missing accessories and parts and to credit you in respect of the returned item only.
If you return a product that does not comply with this policy, you may be liable to reimburse Boopme for the costs of collecting the product from you and the cost of having the product returned to you.
Please note that we only refund to the payment method that you originally used – i.e. payment by credit card will be refunded to the same credit card, payment by instant EFT will be refunded to your nominated bank account.
SUPPLIER WARRANTIES
Standard warranty
If you have received a product which is defective or otherwise of poor quality (save for manufacturer warranty products which are discussed below), please notify us as soon as reasonably possible after you become aware of the defect or poor quality, but in any event within 6 months after delivery of the product (except in the case of an extended supplier warranty, which is set out below).
You can do so by logging a return on the Website, and we will arrange to collect the product from you at no charge. Once we have inspected the product and validated your return, we will at your choice repair/replace the product (if such repair is possible / we have the same product in stock to use as a replacement) or credit your account with the purchase price of the product (or refund you if that is your preference). If the repair / replacement takes longer than 21 days, we will get in touch with you to see if you would prefer to receive a credit / refund.
Where there is no extended supplier warranty period, unfortunately we cannot facilitate returns that fall outside of the 6-month period.
Extended supplier warranty (stipulated on product page)
A product may have a supplier warranty that extends beyond the 6-month Standard Warranty. If such a product turns out to be defective more than 6 months after delivery (save for manufacturer warranty products which are discussed below), please notify us as soon as reasonably possible after you become aware of the defect.
You can do so by logging a return on the Website, and we will facilitate your return of the product to the supplier at no charge. Unfortunately, we cannot facilitate returns that fall outside of the extended supplier warranty period.
Please note that any extended supplier warranty is subject to whatever terms and conditions the supplier or manufacturer may impose. These are usually stated in a brochure or leaflet inside or on the product packaging. It is your responsibility to make yourself aware of any such terms and conditions.
It is also important to note that the remedy offered to you is at the supplier or manufacturer’s discretion. Boopme is under no obligation to provide you with a credit, repair/replacement, as your remedy lies with the supplier or manufacturer.
Reconditioned products and used products do not have extended supplier warranties and this will be made clear on the product description page.
Manufacturer warranty (stipulated on product page)
A manufacturer warranty product is a product for which the relevant supplier or manufacturer chooses to manage defective returns themselves, directly with the customer, and not through Boopme.
If a manufacturer warranty product turns out to be defective or otherwise of poor quality, please contact the relevant supplier or manufacturer directly via the contact details provided when attempting to log the return on the Boopme Returns page.
NON-RETURNABLE ITEMS
The following products cannot be returned unless it is undamaged and unused, with the original labels, stickers and packaging still intact.
Food or snacks (except where the expiry date on the item precedes the delivery date);
Treatment products such as Tick & Flea tablets and sprays (except where the expiry date on the item precedes the delivery date);
Pet clothing items or toys;
Items explicitly marked as non-returnable.