While we endeavour to make sure your shopping experience on CommanderHQ is as pain free as possible, sometimes there are hiccups and you may receive a defected or damaged product.
Should you be unhappy with the Products purchased for any reason you may return the item/s, within 7 days of receiving them, provided you submit to us the proof of purchase.
We will use reasonable efforts to change/ replace the product or refund you for the products, however we may reduce your refund to reflect any reduction in the value of Products, or any charges reasonably incurred by us in delivery.
Should the same product option not be available, we will provide you with a credit voucher to the value of the product to use within 1 year on the CommanderHQ online store.
Please ensure that the item/s are packed in their original packaging, labels still attached.
Collection (at our cost for damaged or defected items and your cost for size exchanges) and return to our warehouse can take up to 8 working days from the date of logging the return, depending on the area you live in, so your patience is appreciated.
Once the return has been received by our warehouse, your return will be inspected before it’s processed, and the replacement or credit voucher is initiated. We will update you every step of the way.
Please email our fantastic support team and be sure to include following important details of the item/s your are returning at email@example.com and they will assist you with the process.
Date Of Order:
Date Order Received:
Product Details including make, name, size, colour
Reason for Return:
Name & Surname:
Price of Item:
Method of Payment for original item:
Method of shipping for original item:
Old size/ New size (if this is a size exchange)
Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you an exchange or credit voucher.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging and have labels and hygiene strips (where applicable attached). Returns are only applicable on damaged or incorrectly sized goods.
Several types of goods are exempt from being returned. Perishable goods such as food, nutritional supplements, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
Downloadable software products
Some health and personal care items, Underwear, swimwear that does not have the hygiene strip in place
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted: (if applicable)
Book with obvious signs of use
CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Any item that is returned more than 14 days after delivery
Refunds (if applicable)
For returns please contact us via email at firstname.lastname@example.org with the date of purchase, date of receipt, your name and surname and contact details, name and details of the product purchased and a brief description of the reason for your return.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed. For any damaged goods we will replace the item (if there is no stock a credit voucher will be provided) for all other approved refunds, a credit voucher will be provided and valid for a period of 1 year.
Late or missing refunds (if applicable)
If you haven’t received a replacement item or credit voucher within 7 days of an email from CommanderHQ finalising the returned item/s, please contact us on email@example.com.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, please contact us at firstname.lastname@example.org
To return your product, you should courier your product to:
129 Emerald Drive, Belvedere, Noordhoek, Cape Town, Western Cape, South Africa, 7979 (please confirm this address before couriering by emailing email@example.com)
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund, unless the item is damaged or defected then we will provide details of our courier and cover the cost.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over R250, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.