Refund policy

THE WAGON

Full Refund & Exchange Policy

At The Wagon, we value our customers and aim to provide a fair and professional shopping experience for everyone. Please read the following terms carefully before making a purchase.

1. Proof of Purchase

• A valid invoice is required for all refunds or exchanges.
• Customers must ensure they receive their invoice via SMS before leaving the store.
• Your cellphone number is used for invoice purposes only. No marketing messages will be sent.
• No refunds or exchanges can be processed without a valid invoice linked to our system.

2. Condition of Items

• All items must be returned in their original condition.
• Original swing tags and/or price tags must still be attached and in place.
• Items must be unworn, unused, unwashed, and free from damage, stains, smells, animal hair, makeup marks, or alterations.
• The Wagon reserves the right to inspect all items before approving a refund or exchange.

3. Non-Returnable / Non-Exchangeable Items

For hygiene and clearance purposes, no refunds or exchanges will be allowed on the following items:

• Sale or marked-down items
• Gift cards
• Underwear or boxers
• Face masks
• Face shields
• Face buffs
• Socks
• Sunglasses
• Hats
• Handbags and purses
• Accessories including makeup bags, jewellery, refreshers, belts, hair accessories, etc.

4. Refund & Exchange Period

• Refunds and exchanges must take place within 30 days from date of purchase.
• No exceptions will be made after the 30-day period.
• Courier Fees applicable to refunds and exchanges is on the customer's account. 

5. Refund Processing

• Refunds will NOT be processed in-store.
• All approved refunds are handled exclusively by The Wagon Finance Department to reduce card fraud and protect both the customer and the business.
• Refunds will only be processed back to a cheque or savings account. Ensure to provide the correct banking details.
• Once approved, refund processing may take up to 2 working days.
• Proof of payment (POP) for refunds will only be sent once the finance department has completed processing.

6. Right to Refuse Refunds or Exchanges

The Wagon reserves the right to refuse a refund or exchange if:
• The item does not meet return conditions
• The invoice cannot be verified
• Tags are removed or damaged
• The item shows signs of wear or misuse
• Fraudulent or suspicious activity is suspected
• Refunds or exchanges will only be processed for items purchased directly from The Wagon store where the purchase was originally made.
• The Wagon is not a chain store, and items purchased from another store or branch will not qualify for refunds or exchanges at this location.

7. Special Orders

• Special orders for Boerboel items may take approximately 2 weeks if stock is available from the factory.
• If you do not hear from us, it means stock is currently unavailable for ordering.
• Customers will be notified once stock arrives.

8. Deposits on Special Sizes

A 50% non-refundable deposit is required on:
• Clothing sizes 3XL and larger
• Shoe sizes 12 and larger
• Clothing sizes 44 and above
• Any specially ordered item

9. Customer Responsibility

• Customers are encouraged to inspect items carefully before purchase.
• By completing a purchase, customers acknowledge and accept The Wagon’s Refund & Exchange Policy.

Compliments, Concerns or Complaints?

Please feel free to WhatsApp Elizabeth directly on:
📱 072 142 6092

Thank you for supporting The Wagon.