Return and Refund Policy
Note the following:
Days: referred to calendar days, i.e. Monday to Sunday.
Defective: the item is missing essential parts and cannot be used as reasonably expected.
Incomplete order: some items were not delivered as per your order, i.e. certain items are missing.
Please refer to the size chart before choosing the size option for clothing items.
While we meticulously plan and put the utmost care into the item manufactured, we do realise that unforeseen circumstances may occur which may influence your satisfaction with the item purchased.
One of the following scenarios may be applicable:
1. Unwanted purchases/ cancellation of a purchase (i.e., you changed your mind)
1.1. If you made a purchase and changed your mind regarding the purchase, you can send us an email at [email protected] fill in a form on our website (find it here) or message us on any platform where you made your purchase.
1.2. Bush Whisper Shop offer the following two options in this regard:
A. to provide you with a store credit, which can be used with a future purchase. Via a discount code.
B. replacement of the product.
1.3. When submitting your cancellation request, kindly provide the following details:
a. Your order number/ invoice number.
b. Date when order was made.
c. Where did you buy the item
d. Your contact details; and
e. The option that you chose from 1.2. above.
1.4. If you choose the option for a refund (as per 1.2. a. above), the following will be applicable:
a. Bush Whisper Shop will accept requests within 24 hours from the date of purchase.
c. If your order has been shipped within this time and is enroute between our courier partner and your address, we will refund you the full amount of the items purchased but will charge a 10% service fee on the shipping cost paid. The 10% service fee that you paid is to decide with our courier partner to re-route the order back to our premises.
1.5. If you choose the option for a store credit (as per 1.2. b above), the following will be applicable:
a. Bush Whisper Shop will accept requests within 24 hours from the date of purchase.
b. The full amount will be given as store credit to you in the form of a coupon code.
c. The store credit must be used within 6 months from the date it has been issued.
1.6. The conditions as stated in 1.4. and 1.5. above, will apply to all items offered by Bush Whisper Shop except items of a custom-made or a personalised nature which we commenced work on within 24 hours from the date of purchase.
1.7. If it is an item of a custom or personalised nature, and we have commenced with the work required, we will charge a 50% service fee on the total amount of the order.
2. Item is defective or incomplete upon delivery
2.1. If an item is defective, or the order is incomplete, please notify Bush Whisper Shop within 3 days of such delivery.
2.2. When submitting your notice that the item is defective or incomplete upon delivery, kindly provide the following details:
a. Your order number/ invoice number;
b. Date when the order was made;
c. Where did you buy the item (was it through our website, Etsy, Moksi etc.)
d. Your contact details;
e. Whether the item is defective OR incomplete; and
f. A photo and/or video in support of your notice.
2.3. Once we had the opportunity to consult your request, you will be provided with a choice to either:
a. repair the defective item; or
b. replace the defective item with a new item; or
c. provide you with the missing items from your order as soon as possible.
2.4. If you chose to repair the item (as per 2.3.a. above), Bush Whisper Shop will arrange for the item to be collected from your address at no extra cost. The item will be repaired as reasonably required and will be couriered back to you at no extra cost.
2.5. The following situations will not be regarded to be defective in nature and will not be repaired:
a. damage from usual wear and tear.
b. damage from negligence, user abuse or the incorrect usage of the item;
c. damage from not reasonably caring for the item; and
d. any alterations made to the item which were not made by Bush Whisper Shop or authorised by Bush Whisper.
2.6. If you choose for the item to be replaced (as per 2.3.b. above) Bush Whisper Shop will arrange for the item to be collected from your address at no extra cost. The item will be replaced by a similar item of your choice and will be couriered to you at no extra cost.
2.7. The following situations will not amount to the replacement of an item:
a. damage to the item from usual wear and tear;
b. damage to the item due to negligence, user abuse or the incorrect usage of the item whilst the item has been in your care;
c. damage to the item from not reasonably caring for the item whilst in your care; and
d. any alterations made to the item which were not made by Bush Whisper Shopor authorised by Bush Whisper Shop.
e. opening of the parcel and visible use of the product.
2.8. Should 2.3.c. above be applicable, Bush Whisper Shop will arrange for the delivery of such missing parts at no extra cost to you.
2.9. Should you choose not to use the options as per 2.3 above, Bush Whisper Shop will arrange for the defective item or incomplete order to be collected from your address at no extra cost and will supply a store credit for the total amount of your order, excluding the original shipping cost.
3. Item is damaged while in-transit to be delivered
3.1. When your package is delivered by the courier company, and it shows visible damage to the item which may have occurred while during transit, send us an email (within 24 hours of delivery) at [email protected] fill in a form as on our website or message us on any platform where you made your purchase.
3.2. In your claim for a damaged item, kindly send us the following details:
a. Your order number/ invoice number;
b. Date when order was made;
c. Where did you buy the item (was it through our website, Etsy, Moksi etc.)
d. Your contact details; and
e. A picture or video of the damaged item.
3.3. Bush Whisper Shop will then process your claim with the courier company for an investigation.
3.4. Bush Whisper Shop will then arrange for the collection of the damaged item, at no extra cost to you. A replacement item of a similar nature will be couriered back to you at no extra cost.
4. Item is lost while in-transit to be delivered
4.1. Bush Whisper Shop is not responsible for any mis-delivery by the courier company considering an incorrect shipping address provided when placing the order.
4.2. Should you have provided an incorrect shipping address, please inform us within 24 hours from the date of purchase, so that the shipping label can be changed accordingly. Send us an email at [email protected] message us on any platform where you made your purchase.
4.3. If you did not request a change in your shipping address within 24 hours of date of purchase and the package has been shipped, you will have no claim for the refund of the purchase amount or store credit if the item was delivered to an incorrect address.
4.4. Should an item be lost while in-transit to be delivered, and it is not due to an incorrect shipping address, please send an email to us at [email protected] message us on any platform where you made your purchase. The following will be applicable:
a. We will lodge a claim for an investigation with our courier partner.
b. The courier company will investigate the claim of a lost item while in-transit.
c. Should there be no trace of the item, Bush Whisper Shop amount of the will provide you with a store credit of the full amount.
4.5. Please note that the investigation into 4.4.a. and b. may take time. We will however try and solve the matter in the shortest time reasonably possible.
4.6. Should the item still be in-transit and is delayed to unforeseen circumstances and Bush Whisper Shop did not inform you of such delay, Bush Whisper Shop will provide you with a discount coupon for a specific amount to be used for a future purchase within 6 months of the original purchase.
5. Exchange of an item
5.1. Should you want to exchange a fashion item to a different size or colour variation, you must send us an email within 3 days of the date of purchase or from date of delivery (whichever occurs first) at [email protected] message us on any platform where you made your purchase.
5.2. The exchange of the item will follow either one of following these two scenarios:
a. the customer’s way
· You must ship the item at your own cost, through a courier company.
· You must arrange for a courier company to collect the replacement from Bush Whisper Shop, at your own cost.
· Please use a courier company that provides a tracking/waybill number. Bush Whisper Shop will not be held liable for any package that does not reach our address and will not be liable to exchange the item as requested or to provide a refund in such a situation.
· Bush Whisper Shop will only provide the shipping address upon your request. Deliveries must be to our address. Bush Whisper Shop will not collect packages from any pick-up point and will only receive packages from a courier company.
b. through Bush Whisper Shop
· Bush Whisper Shopcan arrange for the collection and delivery of the exchange item, which will be at your own cost.
· Bush Whisper Shop will then arrange with our courier partner for the collection and delivery of the item.
· Bush Whisper Shop will provide you with an invoice for this service.
· Once the invoice is paid to Bush Whisper Shop, the courier company will be dispatched to collect the item to be exchanged and will then deliver the requested item.
5.3. For an item to be exchanged, the following must be applicable:
a. the item must be undamaged and unused, with the original labels and stickers still attached;
b. the item must be in its original packaging;
c. the item must not be incomplete i.e. missing any accessories or parts;
d. the item must not be altered in anyway by yourself or any other party; and
e. the item must not be a custom made or personalised item
