Refund and Returns Policy

Refund Policy for ExPAIRience

Effective Date: 2024

Thank you for shopping at ExPAIRience. We strive to provide high-quality products and excellent customer service. If you are not entirely satisfied with your purchase, we are here to help.

1. Refund Eligibility

1. Damaged or Defective Items:
   
   • If you receive a damaged or defective item, you are eligible for a full refund or replacement. Please contact us within 7 days of receiving your order.
2. Incorrect Items:
   
   • If you receive an incorrect item, you can return it for a full refund or exchange. Please notify us within 7 days of receipt.
3. Unopened and Unused Items:
   
   • We accept returns of unopened and unused items in their original packaging within 14 days of purchase. These items are eligible for a full refund minus any shipping costs.
4. Non-returnable Items:
   
   • Due to health and safety regulations, we do not accept returns of opened wine bottles or the red wine and chocolate pairing kits if the packaging has been tampered with.

2. Return Process

1. Contact Us:
   
   • To initiate a return, please contact our customer service team at admin@pairing.co.za or 065 272 0465. Provide your order number, details of the item you wish to return, and the reason for the return.
2. Return Authorisation:
   
   • Upon approval of your return request, we will provide you with a Return Authorization Number (RAN) and instructions on how to return your item.
3. Shipping:
   
   • Please ensure the item is securely packaged. You are responsible for the cost of return shipping unless the item is defective or incorrect. We recommend using a trackable shipping service and purchasing shipping insurance.
4. Return Address:
   
   • The Farmyard Business Park, Protea Road, Klapmuts, 7625, Western Cape

3. Refund Process

1. Inspection:
   
   • Once we receive your returned item, we will inspect it and notify you of the status of your refund.
2. Approval:
   
   • If your return is approved, we will initiate a refund to your original method of payment. The refund will be processed within 5-10 business days.
3. Partial Refunds:
   
   • In certain situations, only partial refunds are granted (e.g., items not in their original condition, damaged or missing parts for reasons not due to our error).

4. Exchanges

If you need to exchange an item for the same product, please contact us at admin@pairing.co.za or 065 272 0465. Exchanges are subject to product availability.

5. Sale Items

Only regular-priced items may be refunded. Sale items cannot be refunded, unless the item is defective or incorrect.

6. Contact Us

For any questions regarding our refund policy, please contact us:

• Email: admin@pairing.co.za
• Phone: 065 272 0465
• Website: www.pairing.co.za

Thank you for your understanding and for being a valued customer of ExPAIRience – A Pairing Experience.