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DELIVERY

Order confirmation 

When we receive your order, we provide you with a confirmation to your email. In addition, when you receive your order confirmation we have pre-authorised your payment method. We check with our warehouse or suppliers to make sure that your desired item is available and can be dispatched. In the event that your items are unavailable for immediate dispatch, we remove the pre-authorisation from your credit card and send you an email informing you of our actions. When items are available to be dispatched, we process the charges and prepare to dispatch your order. Once the item is dispatched, we will not be able to cancel your order.
 
How will my order be delivered?
 
All orders will be delivered using the fastest, safest, and most reliable methods. Once we process your payment, we dispatch your items within the delivery time frame stated on the product page. Then, we send you a dispatch notification after your item/s have left the warehouse. We will choose the most suitable delivery method and courier after you order. It's not possible to choose a courier or delivery method yourself.
In case of unexpected delay resulting from the carrier's part, the delivery date shall be postponed up to 60 days after the conclusion of the contract. 
 
Where does Octosan deliver?
 
We are proud to offer free worldwide shipping on all orders.
Standard International Shipping: 8-20 business days.
All orders will be dispatched from our warehouse within 3 business days. In peak periods please allow for up to 6 business days for dispatch.
*All shipping times exclude clearance/customs delays
 

 

RETURNS AND EXCHANGES 

Thank you for shopping at octosan.com.

If you are not entirely satisfied with your purchase, we are here to help.

 

Right to Cancel

You have the right to cancel this contract within 30 days without giving any reason. The cancellation period will expire after 30 days from the day on which you, or a third party other than the carrier indicated by you acquires, takes physical possession of the goods. To exercise the right to cancel, you must inform us of your decision to cancel this contract by a clear statement by email to info@octosan.com

We cannot cancel your order once the item is dispatched.

To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.

Once the right to cancel period has expired we may still accept returns, although additional charges will be applicable. However, these regulations do not restrict the statutory right to cancel and do not apply during the 30 days cancellation period.

 

Effects of Cancellation

If you cancel this contract during the 30 day cancellation period, we will reimburse all payments received from you, excluding the costs of delivery. We may make a deduction from the reimbursement for loss in value of any goods supplied if the loss is the result of unnecessary handling by you.

We will make the reimbursement without undue delay, and not later than – 

(a) 30 days after the day we receive back from you any goods supplied, or 

(b) (if earlier) 30 days after the day you provide evidence that you have returned the goods, or 

(c) if there were no goods supplied, 30 days after the day on which we are informed about your decision to cancel this contract.

We will make the reimbursement using the same means of payment as you used for the initial transaction unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest. You shall send back the goods or hand them over to us without undue delay and in any event not later than 30 days from the day on which you communicate your cancellation from this contract to us. The deadline is met if you send back the goods before the period of 30 days has expired.

You will have to bear the direct cost of returning the goods.

You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

 

To Return a Product To Us

Please make sure that the product was received by you in the last 30 days.

Send an email to  info@octosan.com

Your email should have the following information so that we can process a return.

  • Your name
  • Order reference number
  • Your Address
  • Email address
  • Contact number
  • Date of purchase
  • Date the goods were received by you
  • If you originally ordered multiple items, which do you want to return?

When we approve a return, please send the product along with a note indicating whether you want to exchange the product (and if so, what other product you want to order) or a refund.

 

Sending A Return Back To Us

Some of our products may have delicate physical properties and the transportation of these items is a difficult business. If the item you wish to return has delicate physical properties please make sure that any courier used is aware that the contents of the shipment could contain delicate items. Also, make sure that any courier shipment is fully insured to the value of the shipment (retail price).

 

Damaged Or Faulty Items Received By You

If you received a damaged or faulty product, please notify us immediately for assistance. Please be aware that the item must be re-packed back to its original packaging before being replaced.

 

Sale items

Sale items can be refunded.

 

Contact us

If you have any questions about our Returns and Refunds Policy, please contact us:

  • By email:  info@octosan.com

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