Refund policy

Shipping

We can only ship to South Africa at this point.  Shipping costs will be calculated on check out.

Refund Policy

Tobacco products should be used within their recommended storage time and opened products cannot be returned for hygiene reasons (unless they are defective). To ensure that we only supply fresh products, you can request a refund up to 3 working days after you have received delivery of your goods. If 3 working days have gone by since your delivery, unfortunately we can't offer you a refund or exchange. To be eligible for a return, you must contact us at sales@alfakher.co.za to explain the reason for the return. We will reply to you within 2 working days. Upon our written confirmation that your return will be accepted, your item must be sent back to us unused, un-opened (unless the product is defective) and in the same condition that you received it. It must also be in the original packaging. Your orders are securely packaged prior to collection so if there is any damage during shipping we will not be held liable. You will be responsible for the shipping of the returns back to us and we must receive your goods back with us within 3 working days of our confirmation email to you accepting that you can proceed with the refund.

Refunds

Once your return is received and inspected, we will send you an email within 2 working days to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within 7 days (we will confirm how long this will take to you via email). 

Late or missing refunds

If you haven't received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you've done all of this and you still have not received your refund yet, please contact us directly on sales@alfakher.co.za. 

Sale items

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged if UNUSED. If you need to exchange it for another item, please email us at sales@alfakher.co.za and we will do our best to accommodate your request. Shipping costs will be at your expense. 

Wrong item sent

Please contact us immediately at sales@alfakher.co.za so we can arrange the correct item to be sent to you and a collection for the one sent.

Courier delay/parcel lost

Please contact us immediately if you feel like there is a delay with your order. We will try check on our portal and see what the status is. Please can you also contact your closest ARAMEX office and give them your waybill number. It could be an issue with their office. If there is a delay that does not count as a reason for a refund. We will assist you where we can, but we can not directly manage your parcel once it is collected from our office. ARAMEX is a separate company so the responsibility falls upon them to deliver your package safely. If your parcel is lost then please contact us directly so we can investigate. This could take up to 5 working days to conclude. We will always try our best to meet your needs.