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1. Customer Complaints
2. Privacy Policy
3. Terms & Conditions
4. Returns Policy
5. Delivery

Customer Complaints

In an effort to improve our customer service and keep on Delivering the Exceptional, MADSPY  has introduced a complaints mailbox.

If you have any complaints regarding orders, stock, customer service or any other MADSPY related issues, please feel free to email them through to sales@madspy.co.za

Please remember to include as much detail as possible.

PRIVACY POLICY

This is the privacy policy for MADSPY (Pty) Ltd. We invite you to contact us if you have any questions about this policy. Please email us on sales@madspy.co.za .

We respect your privacy. Callouts like this are a summary of our privacy policy and contain the most important and relevant points for you. Please read the full privacy policy because it applies to you.

Introduction

Welcome to our privacy policy. We are MADSPY (Pty) Ltd and this is our plan of action when it comes to protecting your privacy. We respect your privacy and take the protection of personal information very seriously. The purpose of this policy is to describe the way that we collect, store, use, and protect information that can be associated with you or another specific natural or juristic person and can be used to identify you or that person (personal information).

The purpose of this policy is to describe the way that we handle your personal information.

Audience

This policy applies to you if you are:

• a visitor to our website; or
• a customer who has ordered the goods or services that we provide.

This policy applies to you under certain circumstances.

Personal information

Personal information includes:

• certain information that we collect automatically when you visit our website.
• certain information collected on registration (see below);
• certain information collected on submission; and
• optional information that you provide to us voluntarily (see below);

but excludes:

• information that has been made anonymous so that it does not identify a specific person;
• permanently de-identified information that does not relate or cannot be traced back to you specifically;
• non-personal statistical information collected and compiled by us; and
• information that you have provided voluntarily in an open, public environment or forum including any blog, chat room, community, classifieds, or discussion board (because the information has been disclosed in a public forum, it is no longer confidential and does not constitute personal information subject to protection under this policy).

Personal information includes information we collect (i) automatically when you visit our website, (ii) on registration, (iii) on submission, and (iv) from you voluntarily. It excludes (i) anonymous, (ii) de-identified, (iii) non-personal statistical, and (iv) public information.

Common examples

Common examples of the types of personal information which we may collect and process include your:

• identifying information – such as your name, date of birth, or identification number of any kind;
• contact information – such as your phone number or email address;
• address information – such as your physical or postal address; or
• demographic information – such as your gender or marital status.

Sensitive personal information

Depending on the goods or services that you require, we may also collect sensitive personal information including your:

• financial information – such as your bank account details, should we need to refund you to your bank account;

Acceptance

Acceptance required

You must accept all the terms of this policy when you order any of our goods or order, register for, or use any of our services. If you do not agree with anything in this policy, then you may not order any of our goods or order, register for, or use any of our services.

You may not order any of our goods or order, register for, or use any of our services if you do not accept this policy.

Legal capacity

You may not access our website or order our goods or services if you are younger than 18 years old or do not have legal capacity to conclude legally binding contracts.

Deemed acceptance

By accepting this policy, you are deemed to have read, understood, accepted, and agreed to be bound by all of its terms.

Your obligations

You may only send us your own personal information or the information of another data subject where you have their permission to do so.

Changes

We may change the terms of this policy at any time by updating this web page. We will notify you of any changes by placing a notice in a prominent place on the website or by sending you an email detailing the changes that we have made and indicating the date that they were last updated. If you do not agree with the changes, then you must stop using the website and our goods or services. If you continue to use the website or our goods or services following notification of a change to the terms, the changed terms will apply to you and you will be deemed to have accepted those updated terms.

Collection

On registration

Once you register on our website, you will no longer be anonymous to us. You will provide us with certain personal information when you register on our website.

This personal information will include:

• your name and surname;
• your email address;
• your telephone number;
• your company name, company registration number, and VAT number;
• your postal address or street address; and
• your username and password.

We will use this personal information to fulfil your account, provide additional services and information to you as we reasonably think appropriate, and for any other purposes set out in this policy.

We collect certain information on registration, when you register on our website.

On order

When you order any goods or services from us, you will be asked to provide us with additional information on a voluntary basis (goods information or services information).

We collect certain information when you order any goods from us or make use of our services, necessary to provide the good or services to you.

From browser

We automatically receive and record Internet usage information on our server logs from your browser, such as your Internet Protocol address (IP address), browsing habits, click patterns, version of software installed, system type, screen resolutions, colour capabilities, plug-ins, language settings, cookie preferences, search engine keywords, JavaScript enablement, the content and pages that you access on the website, and the dates and times that you visit the website, paths taken, and time spent on sites and pages within the website (usage information). Please note that other websites visited before entering our website might place personal information within your URL during a visit to it, and we have no control over such websites. Accordingly, a subsequent website that collects URL information may log some personal information.

We collect certain information from your web browser, including your Internet usage information when you visit our website.

Cookies

We may place small text files called ‘cookies’ on your device when you visit our website. These files do not contain personal information, but they do contain a personal identifier allowing us to associate your personal information with a certain device. These files serve a number of useful purposes for you, including:

• granting you access to age restricted content;
• tailoring our website’s functionality to you personally by letting us remember your preferences;
• improving how our website performs;
• allowing third parties to provide services to our website; and
• helping us deliver targeted advertising where appropriate in compliance with applicable laws.

Your internet browser generally accepts cookies automatically, but you can often change this setting to stop accepting them. You can also delete cookies manually. However, no longer accepting cookies or deleting them will prevent you from accessing certain aspects of our website where cookies are necessary. Many websites use cookies and you can find out more about them at www.allaboutcookies.org.

We collect certain information from cookies that we may send to your computer to try and give you a personalised experience.

Third party cookies

Some of our business partners use their own cookies or widgets on our website. We have no access to or control over them. Information collected by any of those cookies or widgets is governed by the privacy policy of the company that created it, and not by us.

Web beacons

Our website may contain electronic image requests (called a single-pixel gif or web beacon request) that allow us to count page views and to access cookies. Any electronic image viewed as part of a web page (including an ad banner) can act as a web beacon. Our web beacons do not collect, gather, monitor or share any of your personal information. We merely use them to compile anonymous information about our website.

We collect certain information from web beacons on our website to compile anonymous information about our website.

Optional details

You may also provide additional information to us on a voluntary basis (optional information). This includes content or products that you decide to upload or download from our website or when you enter competitions, take advantage of promotions, respond to surveys, order certain additional goods or services, or otherwise use the optional features and functionality of our website.

We collect certain optional information, that you provide when you upload or download content from our website or when you enter competitions, take advantage of promotions, respond to surveys or register and subscribe for certain additional services.

Recording calls

We may monitor and record any telephone calls that you make to us.

Purpose of collection

We may use or process any goods information, services information, or optional information that you provide to us for the purposes that you indicated when you agreed to provide it to us. Processing includes gathering your personal information, disclosing it, and combining it with other personal information. We generally collect and process your personal information for various purposes, including:

• goods purposes – such as collecting orders for, supplying, and supporting our goods;
• services purposes – such as collecting orders for and providing our services;
• marketing purposes – such as pursuing lawful related marketing activities;
• business purposes – such as internal audit, accounting, business planning, and joint ventures, disposals of business, or other proposed and actual transactions; and
• legal purposes – such as handling claims, complying with regulations, or pursuing good governance.

We may use your usage information for the purposes described above and to:

• remember your information so that you will not have to re-enter it during your visit or the next time you access the website;
• monitor website usage metrics such as total number of visitors and pages accessed; and
• track your entries, submissions, and status in any promotions or other activities in connection with your usage of the website.

We may use any of your personal information that you provide to us for the purposes that you indicated when you agreed to provide it to us.

Consent to collection

We will obtain your consent to collect personal information:

• in accordance with applicable law;
• when you provide us with any registration information or optional information.

We will get your consent to collect your personal information in accordance with applicable law when you provide us with it.

Use

Our obligations

We may use your personal information to fulfil our obligations to you.

Messages and updates

We may send administrative messages and email updates to you about the website. We may wish to provide you with information about new goods or services in which we think you may be interested. This means that in some cases, we may also send you primarily promotional messages. We will not send you promotional messages unless you have chosen to opt-into them. But, we may send you one message asking you to opt-into promotional messages without you having opted-into promotional messages.

We may use your information to send you administrative messages and email updates to you regarding the website and for marketing purposes where lawful.

Targeted content

While you are logged into the website, we may display targeted adverts and other relevant information based on your personal information. In a completely automated process, computers process the personal information and match it to adverts or related information. We never share personal information with any advertiser, unless you specifically provide us with your consent to do so. Advertisers receive a record of the total number of impressions and clicks for each advert. They do not receive any personal information. If you click on an advert, we may send a referring URL to the advertiser’s website identifying that a customer is visiting from the website. We do not send personal information to advertisers with the referring URL. Once you are on the advertiser’s website however, the advertiser is able to collect your personal information.

We may use your information for targeted content in certain, specified instances.

Disclosure

Sharing

We may share your personal information with:

• other divisions or companies within the group of companies to which we belong so as to provide joint content and services like registration, for transactions and customer support, to help detect and prevent potentially illegal acts and violations of our policies, and to guide decisions about our products, services, and communications (they will only use this information to send you marketing communications if you have requested their goods or services);
• an affiliate, in which case we will seek to require the affiliates to honour this privacy policy;
• our goods suppliers or service providers under contract who help supply certain goods or help with parts of our business operations, including fraud prevention, bill collection, marketing, technology services (our contracts dictate that these goods suppliers or service providers only use your information in connection with the goods they supply or services they perform for us and not for their own benefit);
• credit bureaus to report account information, as permitted by law;
• banking partners as required by credit card association rules for inclusion on their list of terminated merchants (in the event that you utilise the services to receive payments and you meet their criteria); and
• other third parties who provide us with relevant services where appropriate.

We may share your personal information with third parties for the purposes of fulfilling our obligations to you among other purposes.

Regulators

We may disclose your personal information as required by law or governmental audit.

Law enforcement

We may disclose personal information if required:

• by a subpoena or court order;
• to comply with any law;
• to protect the safety of any individual or the general public; and
• to prevent violation of our customer relationship terms.

We may disclose personal information to third parties if required for legal reasons.

No selling

We will not sell personal information. No personal information will be disclosed to anyone except as provided in this privacy policy.

Marketing purposes

We may disclose aggregate statistics (information about the customer population in general terms) about the personal information to advertisers or business partners.

Employees

We may need to disclose personal information to our employees that require the personal information to do their jobs. These include our responsible management, human resources, accounting, audit, compliance, information technology, or other personnel.

Change of ownership

If we undergo a change in ownership, or a merger with, acquisition by, or sale of assets to, another entity, we may assign our rights to the personal information we process to a successor, purchaser, or separate entity. We will disclose the transfer on the website. If you are concerned about your personal information migrating to a new owner, you may request us to delete your personal information.

Security

We take the security of personal information very seriously and always do our best to comply with applicable data protection laws. Our hosting company will host our website in a secure server environment that uses a firewall and other advanced security measures to prevent interference or access from outside intruders. We authorize access to personal information only for those employees who require it to fulfil their job responsibilities. We implement disaster recover procedures where appropriate.

Our website is hosted on a secure server and uses security measures to prevent interference by intruders.

Accurate and up to date

We will try to keep the personal information we collect as accurate, complete and up to date as is necessary for the purposes defined in this policy. From time to time we may request you to update your personal information on the website. You are able to review or update any personal information that we hold on you by accessing your account online, emailing us, or phoning us. Please note that in order to better protect you and safeguard your personal information, we take steps to verify your identity before granting you access to your account or making any corrections to your personal information.

Please keep your personal information accurate and up to date by accessing your account online, emailing us, by phoning us.

Retention

We will only retain your personal information for as long as it is necessary to fulfil the purposes explicitly set out in this policy, unless:

• retention of the record is required or authorised by law; or
• you have consented to the retention of the record.

During the period of retention, we will continue to abide by our non-disclosure obligations and will not share or sell your personal information.

We may retain your personal information in physical or electronic records at our discretion.

We will only retain your personal information for as long as is necessary.

Transfer to another country

We may transmit or transfer personal information outside of the country in which it was collected to a foreign country and process it in that country. Personal information may be stored on servers located outside the country in which it was collected in a foreign country whose laws protecting personal information may not be as stringent as the laws in the country in which it was collected. You consent to us processing your personal information in a foreign country whose laws regarding processing of personal information may be less stringent.

We may not transfer your personal information outside the country in which it was collected to a foreign country without your permission. OR We may transfer your personal information outside the country in which it was collected to a foreign country.

Updating or removing

You may choose to correct or update the personal information you have submitted to us. If you wish, you may also choose to have all your data removed by either calling our Customer Support line on 087 188 6286 or email sales@madspy.co.za

You may choose to update or remove the personal information you have submitted to us.

Limitation

We are not responsible for, give no warranties, nor make any representations in respect of the privacy policies or practices of linked or any third party websites.

Enquiries

If you have any questions or concerns arising from this privacy policy or the way in which we handle personal information, please contact us.

TERMS & CONDITIONS

These Terms and Conditions constitute the entire agreement between you, the customer, and MADSPY (PTY) Ltd, “us”, “we”, “our”). If you visit or MADSPY (PTY) Ltd, or if you create hyperlinks to madspy.co.za, you accept and agree to comply with the most recent version of this agreement in its entirety. When placing an order, the agreement in force at the time of your placing the order will apply to that order and its related transactions. Any hypertext links from this agreement to text elsewhere on this site shall be deemed to form part of this agreement.

We reserve the right to amend this agreement or any parts thereof at any time and without notice. Amendments to this agreement take effect 24 hours after the agreement has been amended on our website, and your continued use of the site implies your acceptance of the agreement as amended.

No hidden fees or buying obligations.

There are no fees for registering, or for having an account, with Madspy.co.za. There are no buying obligations – you order what you want, when you want to.

No unsolicited emails

You do not have to agree to sign up for our mailing list. You can opt-out of our mailing list, at any stage, on the website or by contacting us directly. You can choose whether or not you want to receive availability notifications for wishlist items.

Privacy Policy

This is the privacy policy for MADSPY (PTY)Ltd We invite you to contact us if you have any questions about this policy. Please email us on sales@madspy.co.za or call us on 087 188 6286.

We respect your privacy. Callouts like this are a summary of our privacy policy and contain the most important and relevant points for you. Please read the full privacy policy because it applies to you.

Introduction

Welcome to our privacy policy. We are MADSPY (PTY) Ltd and this is our plan of action when it comes to protecting your privacy. We respect your privacy and take the protection of personal information very seriously. The purpose of this policy is to describe the way that we collect, store, use, and protect information that can be associated with you or another specific natural or juristic person and can be used to identify you or that person (personal information).

The purpose of this policy is to describe the way that we handle your personal information.

Audience

This policy applies to you if you are:

1. a visitor to our website; or
2. a customer who has ordered the goods or services that we provide.

This policy applies to you under certain circumstances.

Personal information

Personal information includes:

1. certain information that we collect automatically when you visit our website;
2. certain information collected on registration (see below);
3. certain information collected on submission; and
4. optional information that you provide to us voluntarily (see below);

but excludes:

1. information that has been made anonymous so that it does not identify a specific person;
2. permanently de-identified information that does not relate or cannot be traced back to you specifically;
3. non-personal statistical information collected and compiled by us; and
4. information that you have provided voluntarily in an open, public environment or forum including any blog, chat room, community, classifieds, or discussion board (because the information has been disclosed in a public forum, it is no longer confidential and does not constitute personal information subject to protection under this policy).

Personal information includes information we collect (i) automatically when you visit our website, (ii) on registration, (iii) on submission, and (iv) from you voluntarily. It excludes (i) anonymous, (ii) de-identified, (iii) non-personal statistical, and (iv) public information.

Common examples

Common examples of the types of personal information which we may collect and process include your:

1. identifying information – such as your name, date of birth, or identification number of any kind;
2. contact information – such as your phone number or email address;
3. address information – such as your physical or postal address; or
4. demographic information – such as your gender or marital status.

Sensitive personal information

Depending on the goods or services that you require, we may also collect sensitive personal information including your:

1. financial information – such as your bank account details, should we need to refund you to your bank account;

Acceptance

Acceptance required

You must accept all the terms of this policy when you order any of our goods or order, register for, or use any of our services. You may not order any of our goods or order, register for, or use any of our services if you do not accept this policy.

Deemed acceptance

By using this website in any capacity, you are deemed to have read, understood, accepted, and agreed to be bound by all of its terms.

Legal capacity

You may not access our website or order our goods or services if you are younger than 18 years old or do not have legal capacity to conclude legally binding contracts.

Your obligations

You may only send us your own personal information or the information of another data subject where you have their permission to do so.

Data Protection and Privacy
Customer information (including email addresses and voucher codes) is collected solely for order fulfilment and copyright compliance. We do not sell, share, or disclose personal data to third parties

Copyright and Usage Restrictions

Force Majeure
We shall not be held responsible for any delay or failure to fulfil orders resulting from causes beyond our reasonable control, including but not limited to: publisher system failures, power outages, internet disruptions, or natural disasters.

Security Policy

We take security very seriously. Our servers have been rigorously checked to ensure that they are not vulnerable to unauthorised access and activity on the servers is continually monitored.

Credit card security

It is absolutely safe to supply your credit card details to this site to pay for a purchase. In fact, it’s probably safer than doing a transaction in a shop or restaurant. Here’s why.

When you enter your card details, the communication between your browser and our server is encrypted using SSL. You can tell that this is the case by the little padlock displayed on the status bar of your browser on the page where you enter your card details. This means that it is virtually impossible for a third party to listen in when you submit the form. We use a certificate issued by Thawte for SSL encryption. No credit card number has ever been intercepted while in transit over SSL.

When you send us your card number, you can choose whether or not you want us to retain the card details in our database. If you tell us not to retain your card number, we don’t store it in our database. Instead, we get authorisation for the transaction from your bank and, from that point onward, we only work with the authorisation number. For orders that take less than a week to complete, we debit your card when we dispatch your order. For orders that take longer, we will debit your card before our authorisation expires. This is the only way that we can do the transaction without storing your card details in our database.

If you tell us to retain your card number, we will encrypt it and store it in our database. We use a 1024 bit RSA public key to encrypt the number and it can only be decrypted with the corresponding private key. The private key is not stored on our web server, nor any machine directly connected to the internet.

Either way, we do remember the first and last four of the 16 digits in your card number so that we can link future payments from the same card.

When you use your credit card to pay for something in a shop, they give you a slip that usually contains your name, your entire credit card number, and the expiry date of your card. Many people just throw these slips in the bin. Even if you dispose of them safely, the shop still keeps the counterfoil and you rely on them to keep your card details private. In a restaurant, most people are happy to have the waiter disappear with their card while the transaction is put through… These risks are much more significant than those that you face when using your card on this site.

General information security

Access to all information held in your account is password protected. It is essential that you keep your password secret so that no-one else can gain unauthorised access to this information. When you use your web browser to view or update information relating to your account, the communication is encrypted over HTTPS to prevent any third parties from eavesdropping, but we do not enforce interaction with your cart or wish lists to be over HTTPS.

Once you have used your password to authenticate yourself to our server, the session is considered to be authenticated and access will be permitted to all information relating to your account.

. When accessing our website from a web browser, the authenticated session is ended when you explicitly choose sign out or automatically after about 15 minutes of inactivity, so you don’t have to remember to sign out.. Similarly it is essential to preserve the security of all devices used for accessing our website using a web browser, especially where the web browser or a password management tool has been used to store your password.

You agree that once the correct username and password for your account have been used to authenticate a session, you will be liable for purchases paid for in the resulting authenticated session, except where the purchase is cancelled by you in accordance with these Terms and Conditions. You will be liable for payment of purchases irrespective of whether the use of your username and password is unauthorised or fraudulent, and you expressly indemnify MADSPY (PTY)Ltd against any loss you may incur, financial or otherwise, that may result from fraudulent or unauthorised use of your account.

While an authenticated session in your web browser will end automatically after about 15 minutes of inactivity, the web browser will remain signed into your account unless you explicitly choose to sign out. In a signed-in but unauthenticated session, your cart and wish lists may be viewed and altered without having to re-authenticate using your password, but access to other account information or placing of orders or purchasing of gift vouchers will require re-authentication. You are liable for any activity on your account while you remain signed in.

You agree to notify MADSPY (PTY)Ltd immediately upon becoming aware of or reasonably suspecting any unauthorised access to your account and to take steps to mitigate any resultant loss or harm.

We value your privacy and all information about you and your account is handled in accordance with our Privacy Policy.

GENERAL RETURNS POLICY

NON – RETURNABLE

1. Unsealed, or used products (any product not in mint condition)
2. Fragrances, beauty, and personal hygiene products.
3. Furniture that has been assembled by the customer
4. Books, magazines, or other periodicals
5. Video games, software, or audio/video recordings
6. Intimate products (such as adult toys, sexual health aids)
7. Unboxed deals – cannot be replaced or repaired, only refunded.
8. Bulk orders – bulk orders which are specifically sourced for you will not be eligible for return.
9. Internationally sourced products. (Products will be marked as INTERNATIONAL)

RETURNS POLICY

If you are not 100% satisfied with your purchase, please feel free to return any item to us within 21 calendar days of receipt. We shall either credit your account, repair or replace the item, subject to the terms below. This policy does not refer to items that you may have received damaged, faulty or incorrect.

The above does not apply to items sourced internationally (international products will be marked accordingly) or bulk orders. Where stock is to be ordered in by MADSPY.co.za in order to fulfill a bulk order or an order containing an international product.

This may not be applicable to unboxed deals. Unboxed products are items that are discounted as their original packaging was damaged, unsealed or the item was re-packaged for resale. This information is made known to you at the time of purchase.

Kindly note the following:

• Most items purchased on MADSPY.co.za can be returned to us for a full refund.
• The actual product needs to be received at MADSPY in mint condition, in its original packaging, unused and undamaged, with all labels intact.
• The item must be received by MADSPY within 3 weeks (21 calendar days) of delivery, with the exception of white goods the return will need to be logged 7 days after delivery.
• An item will not be accepted if it is unsealed and/ or can no longer be sold. 
• All COMPUTERS, ELECTRONICS, BABY, TOYS and HEALTH AND BEAUTY items need to be returned unopened/sealed and undamaged.
• We do not accept the return of books. Returns are accepted only in cases where books are received damaged, defective, or if an incorrect item has been supplied
• Please include your order number or dispatch note inside the returned parcel.
• Please see [Non-returnable products] to ensure that your product is eligible for return.
• Please contact us at sales@madspy.co.za, if you are unsure if an item is returnable.

MADSPY.co.za returns department may tell you that they do not believe you have a claim, for example because the warranty period of the goods has expired. In this case we may refuse to replace goods, or refuse to pay a refund, or refuse credit.

In addition to our general returns policy, the following statutory return situation may apply to you:

Section 44 of the Electronic Communications and Transactions Act may apply to your order.

Section 44 is only applicable if you are a natural person – in other words, a human being. You must also be the end user of the goods or service. If you qualify as a consumer under the ECT Act, you may be entitled to cancel some electronic transactions within seven days, without reason or penalty.

You must return any goods in new condition with all packaging and materials. We will refund the purchase price of the goods (minus the direct costs of returning the goods) within 30 days of the date of return request.

The original delivery charge will not be refunded and the cost for returning the parcel is at your expense. Please include your order or invoice number in the box of the return so that your refund can be processed.

The following goods cannot be returned in terms of the ECT Act:

Unsealed video games, software or other audio or video recordings. This may not be applicable to unboxed deals.

Books, magazines or other periodicals, and items that have specially been sourced for you.

Section 56 of the Consumer Protection Act may also apply to your order.

Section 56 will only apply if you are a natural person – in other words, a human being, or a juristic person (like a company, trust or closed corporation) with an annual turnover of less than R2 million.

If you qualify as a consumer in terms of the CPA then all of our goods sold to you are sold with an implied warranty of quality against any defects for six months of normal householder business use, from the time we supplied the goods.

Defective goods are those that had a defect or were unsafe when we supplied them. A defect usually means that the goods were manufactured using materials, components or workmanship below an acceptable standard. You must prove that goods are defective.

We will replace, repair, or refund the price of any defective goods that you return to us during the six-month statutory warranty. For unboxed items, we cannot replace or repair, we can only refund.

PACKAGING YOUR RETURN

Please ensure that you package the item securely to protect it against getting damaged in transit (on its way back to MADSPY).

MADSPY.co.za cannot accept responsibility for damage occurring before it is delivered to MADPSY.co.za Offices even if this damage was caused by a third party.

We would strongly advise against using only a bubble-envelope – rather use a combination of bubble-wrap, cardboard, layers of paper, etc.

HOW TO LOG A RETURN:

To log a return, kindly do the following:

1. Please log into your account and click on My Orders at the top of the page.
2. Your order numbers should appear, click on the order you wish to return.
3. When you click on the order, the items purchased will appear and have an option to Return.
4. Click [RETURN] and complete the returns form.

Once your return has been successfully submitted the final screen will notify you of this.

Agent should then be in contact with you in 1-2 working days.

You will need to indicate to us the exact reason for your request to return the product. Products which you may want to return generally fall into the following categories:

WHAT TO EXPECT:

I DON’T WANT IT / I BOUGHT THE WRONG THING (must be logged within 21 days of delivery)

Changed your mind / do not want the product / bought the wrong product

For purchases where you have changed your mind or no longer want the product, we shall provide you with either a refund or credit.

The products we shall not accept returns for are:

• Unsealed, damaged, or used products – any product that is not in mint condition,
• Fragrances , beauty and personal products or hygiene sensitive products which have been unsealed, damaged, used or not in mint condition,
• Furniture that has been assembled by you.

1. Once your return has been logged, you can expect an email response from an agent within 1-2 working days.
2. The agent will review your request and order and advise if we can accept the return.
3. If the return is accepted, an email will be sent with our Returns Policy and the cost for collection. We will wait on your response before we move ahead with the collection of the item. If you choose the drop off option – a returns policy will be sent and you will be advised to proceed with the drop off.
4. A collection will be booked with our courier partner – once collected the parcel will arrive at the MADSPY head office (this usually takes 2-3 working days).
5. As soon as your return arrives at our MADSPY Head Office, you will be updated.
6. Your return will be assessed and if it adheres to the above mentioned guidelines a return will be processed within 1-2 working days. Please allow for 3-5 working days during peak season. We will be in contact if a handling fee is applicable.

DAMAGED (must be logged within 7 days of delivery)

Product is damaged upon delivery.

• You must not receive a product that has been damaged or shows signs of damage from our delivery partner. If you are accepting a product with visible damage please ensure this is notated on the waybill when you sign for the parcel.
• Where you have been unable to personally receive the product and it was damaged in delivery you must notify us immediately.
• This notification will need to be done within 7 days of delivery and a return will need to be logged.

1. Once your return has been logged, you can expect an email response from an agent within 1-2 working days.
2. The agent will review your request and request images of the damage.
3. A collection will be booked with our courier partner – once collected the parcel will arrive at the MADSPY head office (this usually takes 2-3 working days). Alternatively you may use the drop-ff option.
4. As soon as your return arrives at our Head Office, you will be updated.
5. Your return will be assessed and if it adheres to the above mentioned guidelines a return will be processed within 1-2 working days. Please allow for 3-5 working days during peak season.

INCORRECT ITEM RECEIVED / INCORRECT INFORMATION ON THE WEBSITE (must be logged within 7 days of delivery)

Not what was ordered.

• We will need to check what you ordered and compare it to what was delivered.
• If the wrong item was delivered we shall either provide a refund or replacement for the correct product.

1. Once your return has been logged, you can expect an email response from an agent within 1-2 working days.
2. The agent will review your request and request images of the incorrect item along with an image of the barcode on the item.
3. If a replacement is available, we will create a new order for the correct item and arrange a collection of the incorrect item. If a suitable replacement is not available a refund will be issued.
4. Please note; the replacement can only be dispatched / the refund processed once we have received the return of the incorrect item.

FAULTY / WARRANTY RETURN (must be logged within the warranty period)

Product is faulty or defective.

• Where the product is faulty or defective you need to notify us immediately.
• The time frame will be dependent on the turnaround of the product supplier and their assessment.
• The product may be repaired or replaced at the discretion of the supplier or us.
• A refund or credit note may be made on your account where the product is found to be faulty or defective and cannot be repaired or replaced.

1. Once your return has been logged, you can expect an email response from an agent within 1-2 working days.
2. A collection will be arranged immediately. There may be some exceptions to this rule, but it will be communicated accordingly.
3. When the return arrives at our offices, an agent will inspect the unit to ensure there is no physical damage and that all parts are included. If we have the capability to test the return we will do so.
4. It will then be shipped to our supplier for professional assessment.
5. Upon conclusion of the assessment you will be provided with either a refund, replacement or repair. Please note none of the above will be provided if the warranty of the unit is void. Assessment usually takes 2-4 weeks.

Returns Forms

Delivery

Irrespective of the delivery method you choose, we always take responsibility up to the point of delivery, i.e. if your parcel goes missing or the contents are damaged, we will replace the affected items at no cost to you.

Please note that the time taken to ship an item is listed on each product’s detail page. For example, “Usually shipped within 2-5 working days” means that it will take us 2-5 working days to get the product from our supplier. The delivery times listed below apply once we ship the item to you.

Delivery options at a glance

* Please note, delivery costs outside of regional areas may vary and will be displayed on checkout.

Detail

We currently offer four methods of delivery.

• Courier. These are door-to-door services. The delivery address must be a physical address, and cannot be a post office box. Someone will need to be available at the address to receive the delivery. Deliveries are made during business hours from Monday to Friday. We currently offer three courier options.
• Priority courier. In main centres, this will reach you the next business day after we ship your order.
• Standard courier. In main centres, this will reach you within 1 – 2 business days after we ship your order.
• Economy courier. In main centres, this will reach you within 1 – 3 business days after we ship your order.

Main centres include properties within a 50km radius of the major cities in South Africa. If you are not in a main centre, it may take a few days longer. We do not deliver by courier to plots, farms, mines, military bases, major chain stores, power stations, game reserves and lodges, airports or harbours, and should your delivery address fall into one of these categories you will be liable for the extra costs incurred in delivering or returning the parcel.

• Pargo – Click and Collect. Powered by Pargo,  can now deliver to 2600 pick up points nationwide. Pargo offers the option to collect your parcels at the closest pick up point to you. Once your order has been shipped, your parcel should be ready for collection within 2-5 business days, however, Pargo will notify you via sms and/or email when it is at your chosen Pargo pick up point. Please note, currently we only offer this option for parcels that are under 7kgs.
• Collection. You can also collect your parcel from our office at in Durban. 

Our office hours are Monday to Friday 8:30am – 4:30pm, and we’re open for collections on Saturday from 8:30am – 1:00pm. We are not open on Sundays or public holidays. We don’t charge for delivery if you choose to collect.