Return and Refunds Policy
The provision of goods and services by Bamboo Charcoal is subject to availability.
In cases of unavailability you will be contacted timeously.
An order can be cancelled if payment has not been made yet for the order by the customer.
Once payment has been made by the customer for an order, the order can only be cancelled before the order has been dispatched.
If a product is damaged or broken when you receive it, you must inform Bamboo Charcoal within one working day of receiving it. We will then make arrangements for a replacement product to be sent to you on our account or to refund you in full for the damaged or broken product.
All products are sold with a five day satisfaction guarantee. If you are not completely happy with a product that you received with your order, you can contact us within five days of receipt with the reason of dissatisfaction.
If the product is in its original sealed state we will issue a return number and a return delivery address. You are responsible for the shipping costs.
Upon receipt, we will inspect the item and if it is in its original sealed state, we will refund you the value of the product
If you have opened and/or used the product and are not satisfied, we will refund you 50% of the value of the product, delivery fees won’t be refunded.
If you receive the wrong product you must contact Bamboo Charcoal within one working day, you will have to provide an image and we will contrast it against your receipt. We will not refund personal error. We will check our system to see whether a miss pick has occurred. If there was a miss pick we will arrange to swap the ‘wrong’ product for the one actually ordered on our account.
You are responsible for all the return shipping costs.
Refunds may take from 7 – 10 days to reflect on your account after any refund request, if it doesn’t reflect, please consult your banker.
Delivery Policy for Web Services
Orders will be processed and discussed within three working days and delivered within ten working days: this is for two pages of work. Which ultimately resolves to one page per five days.
Please note that full payment is required for the three day consultation or discussion period, should you wish to not proceed further, you will receive a 50% refund.
And the 50% refund will be charged a further 20% for processing the refund.
For example, if you request a Bronze eCommerce Site, you will be required to pay the full amount which is R25000. If you decide that you will not be able to proceed with the service. You will be refunded R10000, which is 25% of R12500. R12500 is 50% of R25000. So please make sure you only request Web Services timeously, when you truly need them.
Please take note of the following trading hours when calculating work days, off days and cut off times:
Monday 9:00 am – 4:30 pm
Tuesday 9:00 am – 4:30 pm
Wednesday 9:00 am – 4:30 pm
Thursday 9:00 am – 4:30 pm
Friday 9:00 am – 4:30 pm
Saturday Closed
Sunday Closed
Closed During South African Public Holidays & International Holidays
Collaborative Web Development and related services will occur through private GitHub repositories for longer pieces of work. Longer pieces of work refer to mainly static websites which are more than 5 pages.
Please ensure that you are familiar with GitHub for collaborative development, tracking changes, reverting back to old work, editing, and proofreading especially for content that is more than five pages to ease the collaborative process, to easily, continuously track changes and revert edits, and to stage easily.
If you are unfamiliar with GitHub, or are unwilling to familiarize yourself with GitHub, and your content is longer than 5 pages: You will have to pay an additional 50% fee on top of your total order payment, and we can continue with your preferred method of collaborative web services
Delivery Policy for Physical Products
Orders will be processed within three working days and delivered within seven working days: this is subject to availability of the product and the receipt of payment. Please make sure that you agree with this timeframe, as refunds will not be issued after the order has been processed or while it is in transit.
Please take note of the following trading hours when calculating work days, off days and cut off times:
Monday 9:00 am – 4:30 pm
Tuesday 9:00 am – 4:30 pm
Wednesday 9:00 am – 4:30 pm
Thursday 9:00 am – 4:30 pm
Friday 9:00 am – 4:30 pm
Saturday Closed
Sunday Closed
Closed During Public Holidays
Your Understanding On This Matter Is Highly Appreciated.
If you make an order while the product is available, but your payment is late or not processed timeously. Your order will be back-ordered immediately and delivered when the product becomes available again.
All orders are dispatched via a Courier Service. You may also make special arrangements to have your order delivered or collected via other suitable methods.
A delivery being delayed due to the courier, is not grounds for return or refund, as soon as the product is out of our hands, we trust that the courier will deliver the product timeously.
You accept that in order for us to prove delivery of an order, we do not have to prove that you personally received the goods, but rather that any person at the delivery address signed for the delivery. Whoever signs for the receipt of your delivery: we count it as delivered.
So please ensure you’re personally available to accept your delivery, at the designated physical address.
Wrong physical addresses are not eligible for refunds. Once a product is marked as delivered, it is not eligible for refunds.
Delivery Policy for Freelance Writing
Orders will be processed and discussed within three working days and delivered within five working days: this is for 10 pages of work. Which ultimately resolves to two pages per working day.
Please note that full payment is required for the three day consultation or discussion period, should you wish to not proceed further, you will receive a 50% refund.
And the 50% refund will be charged a further 20% for processing the refund.
For example, if you request 10 pages, you will be required to pay the full amount which is R2500. If you decide that you will not be able to proceed with the service. You will be refunded R1000, which is 25% of R1250. R1250 is 50% of R2500. So please make sure you only request Freelance Writing services timeously, when you truly need them.
Please take note of the following trading hours when calculating work days, off days and cut off times:
Monday 9:00 am – 4:30 pm
Tuesday 9:00 am – 4:30 pm
Wednesday 9:00 am – 4:30 pm
Thursday 9:00 am – 4:30 pm
Friday 9:00 am – 4:30 pm
Saturday Closed
Sunday Closed
Closed During Public Holidays
Your Understanding On This Matter Is Highly Appreciated.
Collaborative writing will occur through GitHub for longer pieces of work. Longer pieces of work refer to works which are longer than 10 pages or 5000 words.
Please ensure that you are familiar with GitHub for collaborative writing, tracking changes, reverting back to old work, editing, and proofreading especially for content that is longer than 10 Pages to ease the collaborative process and to easily, continuously track changes and revert edits.
If you are unfamiliar with GitHub, or are unwilling to familiarize yourself with GitHub, and your content is longer than 10 pages: You will have to pay an additional 50% fee on top of your total order payment, and we can continue with your preferred method of collaborative writing.
If you provide audio devices for transcription, make sure that these are extremely audible, and transcribed.
If you do not transcribe your audio, transcription services will be provided: R30 per minute.