ORDER PLACEMENT

The User shall make an order on the Website by selecting the Product(s) it wishes to purchase (the “Order”).
An Order placed by the User constitutes an offer by the User to purchase the selected Product(s). An Order shall only be deemed accepted by Afrodiva when Afrodiva sends the User an order acceptance or dispatch confirmation by email or otherwise confirms that the Order has been accepted for fulfilment. Until such acceptance, Afrodiva may decline the Order, including where Products are unavailable, pricing information is inaccurate, fraud or misuse is suspected, or the Order cannot reasonably be fulfilled. If Afrodiva declines an Order after payment has been authorised or collected, Afrodiva shall notify the User and refund any amount received in respect of the unaccepted Order through the original payment method, subject to payment provider processing timelines.

When placing an Order, the User:

(a) acknowledges that it is authorizing the purchase of the Product(s) it selects; and
(b) confirms the accuracy of all the information it provides.
The User may schedule the Order for a selected time, day, week or month as per availability of the Products.
The User may be contacted by Afrodiva to confirm the Order if the total items in an Order exceeds usual Order volumes. The User acknowledges that an Order of unusually large quantities (whether of different or one product) may only be fulfilled at Afrodiva’s discretion.
Except as otherwise accepted by Afrodiva in writing at its sole discretion, the User shall not be able to alter or add items to the Order once the order has been confirmed and an order acceptance or dispatch confirmation by email or otherwise confirms that the Order has been accepted for fulfilment.
Afrodiva shall use reasonable commercial efforts to ensure that all items shown on its Website are available to Order. If for any reason beyond Afrodiva’s reasonable control (including an item being out-of-stock), Afrodiva is unable to supply a particular item, Afrodiva shall not be liable to the User.

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ORDER CANCELLATION

A confirmed Order is eligible for cancellation by the User prior to the status of the Order being changed from “preparing” to “enroute” as per the tracking system for Orders available to the User.
Any cancellation rights shall remain subject to the nature of the Product, the status of fulfilment, and any mandatory rights the User may have under applicable law.
Afrodiva may cancel an accepted Order where fulfillment becomes impossible due to events beyond its reasonable control, manifest pricing or description errors, suspected fraud, payment failure, or stock unavailability. In such a case, Afrodiva shall notify the User and refund any amount paid in respect of the cancelled Order, through the original payment method, subject to payment provider processing timelines, unless applicable law permits another remedy.

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RETURNS & REFUND

Nothing in these Terms limits, excludes or waives any rights that a User may have under applicable mandatory consumer protection laws.
Due to hygiene reasons and the nature of certain Products sold through the Website, Afrodiva may refuse returns, refunds or exchanges where the User changes its mind after delivery in respect of: (a) wigs, hair extensions, hair pieces, or other hair products that have been worn, used, altered, customized, unsealed, tampered with, damaged after delivery, or are otherwise not in their original saleable condition; and/or (b) Products that are custom-made, personalised, specially ordered, coloured, treated, cut, fitted, or otherwise prepared to the User’s specifications.
If a Product delivered to the User is defective, damaged on delivery, materially different from its description, incorrect, incomplete, or otherwise not in conformity with the User’s Order or with applicable law, the User may contact Afrodiva and request an appropriate remedy, which may include repair, replacement, store credit or refund.

The User should inspect the Products as soon as reasonably practicable after delivery and notify Afrodiva immediately if any Product appears defective, damaged, incorrect, incomplete, or otherwise non-conforming. If the issue is visibly apparent on delivery, Afrodiva requests that the User notify Afrodiva within forty-eight (48) hours of receipt and provide photographs and a description of the issue, in order to facilitate review and processing of the claim. However, failure to notify within forty-eight (48) hours shall not, by itself, operate to extinguish any mandatory rights the User may have under applicable law, particularly in respect of latent defects or non-conformity that could not reasonably have been identified on delivery. Where Afrodiva requests the return of a Product for inspection, the User must retain the Product, together with all original packaging (where available), accessories, tags, and proof of purchase, and must take reasonable care of the Product pending collection or return. Afrodiva may reject a claim to the extent any reported defect or damage was caused by misuse, abnormal storage, negligence, unauthorised repair, or damage caused by the User after delivery.

To request a return, replacement, exchange or refund, the User must contact Afrodiva through the contact details made available on the Website, provide the order number and supporting information reasonably requested by Afrodiva, and follow Afrodiva’s return instructions. Afrodiva may require photographic evidence before approving a return, replacement or refund.

If Afrodiva confirms that a Product is defective, damaged on delivery, incorrect, incomplete, or otherwise non-conforming, Afrodiva shall bear the reasonable return shipping or collection costs. If a return is requested for any other reason and Afrodiva agrees to accept the return, Afrodiva may require the User to bear the applicable return delivery charges, to the extent permitted by applicable law.

Any approved refund shall be made using the original method of payment, unless otherwise required by applicable law or agreed with the User. Refunds shall be processed within a reasonable period after Afrodiva has approved the refund or, where applicable, after Afrodiva has received and inspected the returned Product, subject to payment service provider processing timelines. Where the User opts for an exchange for a lower value Product, Afrodiva may issue store credit for the difference in value. Any store credit issued under these Terms shall correspond to the value difference arising from an exchange and may be used towards future purchase, subject to these Terms.

Where appropriate and subject to stock availability, Afrodiva may offer repair, replacement or exchange instead of a refund, provided that this does not prejudice any remedy to which the User is entitled under applicable law.
Afrodiva may refuse returns, exchanges or refunds for Products that:
(a) were made to the User’s specifications or clearly personalised;
(b) are not suitable for return for hygiene reasons and have been opened, unsealed, worn, fitted, used or otherwise altered after delivery;
(c) have been damaged after delivery due to the User’s acts or omissions; or
(d) are returned without proof of purchase where Afrodiva is unable to verify the Order, in each case subject always to the User’s mandatory statutory rights in respect of defective, damaged, misdescribed or non-conforming Products.

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DELIVERY TERMS

Deliveries may be performed by a delivery and/or shipping agent of Afrodiva or Afrodiva’s personal delivery and/or shipping team, depending on the nature of the Order and the delivery location.

An Order shall be delivered directly to the delivery address specified by the User on its Account and shall be delivered (i) to the front door of private residences (as far as accessible) if the User’s address is a residential address; or (ii) to the reception desk of a building if the User’s address is a commercial address.

Risk in the Products shall pass to the User upon delivery of the Products to the User, or to a person identified by the User to take physical possession of the Products. Afrodiva shall remain responsible for the acts and omissions of its delivery or shipping service providers engaged to deliver the Products to the User, subject to delays or failures caused by the User’s incorrect delivery information, absence, or events beyond Afrodiva’s reasonable control.

Afrodiva does not guarantee that the delivery and/or shipping time frames shall be met as there may be factors outside Afrodiva’s control that may result in early or delayed deliveries. The User agrees that Afrodiva shall not be responsible for any deliveries made outside the expected delivery and/or shipping time frame.

If, for reasons beyond Afrodiva’s control (such as an incorrect delivery address, recipient’s absence, lack of an access permit, bad weather conditions or other reasons) it should prove impossible (or possible only with great difficulty) to carry-out the delivery successfully, Afrodiva shall be entitled to cancel the User’s Order. In this event, the User is not entitled to compensation or pecuniary damages of any kind and shall only be refunded the paid amount in case of online payment. Refund shall be initiated by Afrodiva as soon as possible post cancellation of the Order in accordance with this clause 8.5 (subject to bank’s instructions).