Return Process and Credit

Please note that a customer can only return a product within 30 days of invoice date.

Products will ONLY be credited in the following cases:

• Leaves and Twigs accidentally typed in the incorrect quantity or product.
• The product is faulty eg pump action on product faulty.
• The incorrect product was sent.
• The product was damaged in the packaging.
• The product was damaged by the Courier.
• The product was short packed by Leaves and Twigs.

Products will NOT be credited when:

• The customer ordered the wrong product or incorrect quantities.

Procedure for Product Return

STEP 1

Complete the Product Returns Form by following this link.

STEP 2

Leaves and Twigs will then contact you to discuss a solution for your product complaint.

STEP 3

If the wrongfully sent product has to be returned:

• Prepare parcel to be send back to Leaves and Twigs.
• Include the following in the parcel:
  – Product
  – Copy of Invoice
  – Post Office Receipt
• NO credit will be processed for Postal Fee if the Postal Receipt is not included in your parcel.
• Send the parcel to our postal address:
  Leaves and Twigs
  P.O. Box 22
  Pringle Bay
  7196
• A postage fee to a maximum of R30.00 will be paid to the customer’s account, if the error was made by Leaves and Twigs.
• When the parcel arrives at Leaves and Twigs, we will process the documentation.
• The Credit Note will be sent to the customer via email or fax.

Procedure for Damaged or Leaking Product Return

STEP 1

• Immediately take a photo.
• Complete the Product Return Form.
• Send the photograph by email to marion@leavesandtwigs.co.za

STEP 2

• The photo of the damage or leaking product will be sent for approval.
• If the photo is approved, a RMA-Reference will be created. This will be your reference number for the return.
• The RMA-document with reference number will be sent to you, the customer via email or fax.
• NO returning of the product will be required, if approved.
• If the photo is not approved, Leaves and Twigs will contact you telephonically or via email.to request for the product to be returned to Leaves and Twigs via Post.

IMPORTANT

• If a parcel is returned by courier the customer will be held responsible for the payment to the courier.
• If a parcel is returned by Post and not to the above mentioned address, the customer will be held responsible for the loss of the parcel.