Returns, Exchanges & Refunds Policy

Applicable to In-Store and Online Transactions. In accordance with the Consumer Protection Act 68 of 2008.

1. Overview

Nobles is committed to ensuring your complete satisfaction with every purchase. This policy applies to all transactions made in-store and online through our website. It is designed to comply with the Consumer Protection Act 68 of 2008 (CPA) and sets out your rights and our obligations in relation to returns, exchanges, and refunds.

If you have any questions about this policy, please contact our customer support team before making a purchase.

2. Conditions for Returns & Exchanges

2.1 Change of Mind / Unopened & Unused Products

We accept returns and exchanges of unopened, unused items in their original, sellable condition within 14 days of purchase, subject to the following conditions:

• Original packaging: All seals must be intact and the product must be in its original packaging.
• Proof of purchase: A receipt or order confirmation is required.
• Sellable condition: The item must not have been used, damaged, or altered in any way.

Note: This 14-day window is more generous than the 5 business days provided under Section 44 of the CPA for direct marketing / online purchases. Your statutory rights under the CPA are not affected by this policy.

2.2 Defective Products (Latent Manufacturing Defects)

Under Section 56 of the Consumer Protection Act, you have the right to return a defective product within 6 months of purchase and to choose one of the following remedies:

• Replacement/Exchange: We will replace the item with the same or equivalent product.
• Full Refund: We will refund the full purchase price using your original payment method.
• Gift Card/Store Credit: We will refund the full purchase price to a gift card which can be redeemed either in our stores or online.
• Repair: In some cases, a repair may also be arranged — please contact our team to discuss if this is a possibility.

A latent manufacturing defect is a fault that is not visible or detectable at the time of purchase but emerges during normal use over time. To submit a defective product return, please bring or send the item with proof of purchase for assessment by our team.

We do not classify the following as defects:

• Normal wear and tear from regular use.
• Damage caused by negligence, misuse, or incorrect use of the product.
• Damage from failure to follow care instructions.
• Damage from unauthorised modifications or alterations.
• A product that, although accurately described and fit for purpose, simply does not suit your personal preference.

2.3 Incorrect Item Received

If you receive an item that differs from what you ordered, please notify us within 14 days of receiving your order. To be eligible for return or exchange:

• The item must be in its original, unopened packaging.
• The item must be in a sellable condition.
• Proof of purchase is required.

Please do not remove the product from its original packaging, or remove any stickers or labels. Once notified, we will arrange collection of the item at no cost to you.

Once we have assessed and validated the return, we will, according to your preference:

• Deliver the correct item to you as soon as possible (subject to availability); or
• Issue a refund using the same payment method originally used for the purchase; or
• Gift Card/Store Credit: We will refund the full purchase price to a gift card which can be redeemed either in our stores or online.

2.4 Goods Arrived Damaged

If your order arrives damaged, missing items or accessories, or is inoperable, please notify us within 14 days of delivery (the sooner the better). To assist us in assessing where in the delivery process the damage occurred, please provide:

• A photograph of the outer box (noting whether it has a ‘Fragile’ sticker or not).
• A photograph of the inside of the box, including inner packaging.
• A photograph of the damaged item.

If necessary, we will arrange collection of the product from you at no charge. Once we have inspected the item or photographs and validated your return, we will, according to your preference:

• Replace the product (subject to availability); or
• Issue a refund using the same payment method originally used for the purchase; or
• Gift Card/Store Credit: We will refund the full purchase price to a gift card which can be redeemed either in our stores or online.

2.5 Items Received as a Gift

You may return an item received as a gift to Nobles for an exchange, provided you are able to produce a valid gift receipt or the original purchase receipt from the person who gifted the item to you.

Please note the following:

• Exchange only: Gift returns are eligible for an in-store exchange to the same value as the original purchase price reflected on the receipt. We are unable to provide a cash refund or issue a gift card to the value of the item without a valid receipt.
• Proof of purchase is required: A gift receipt or the original till slip / order confirmation is required in all cases. Without this, we will be unable to process the exchange.
• Your responsibility: If you do not have the receipt, the onus is on you to contact the person who gave you the gift to obtain a copy of the original receipt or gift receipt before visiting a store.
• Please refer to Section 2.1 for more information on products we accept for exchange.

Note: This section applies to change-of-mind exchanges on gifted items. If an item received as a gift is defective, your rights under Section 2.2 of this policy (and Section 56 of the CPA) apply — please contact our customer support team for assistance.

3. Items That Cannot Be Returned or Exchanged

The following items are not eligible for change-of-mind returns or exchanges:

• Gift cards and electronic vouchers.
• Products purchased from the ‘Archive’ (sale) range. Items purchased from the Archive are final sale.
• Products with no proof of purchase or receipt.
• Prizes (competition winnings) and giveaway items.
• Products in opened/used condition, no longer in original/sellable condition.

4. International Orders (Cross-Border Sales)

Due to logistical and regulatory constraints, we are unable to accept change-of-mind returns or exchanges for purchases made from outside South Africa. Please review your order carefully before completing checkout.

If you receive a damaged or incorrect item as part of an international order, please contact our support team within 14 days of receiving your parcel and we will do our best to assist you.

5. How to Return an Item

5.1 Online Purchases

All online returns must be logged via your online customer profile on our website. Logging a return request online initiates the process and ensures your return is tracked from start to finish.

Both return methods (in-store and online) are processed free of charge. For online returns that require collection, we will arrange a courier to collect the item from you at no cost.

5.2 How to Package Your Return (Online Purchases)

Proper packaging is your responsibility. Please follow these guidelines to ensure your return reaches us safely:

• Place the product (in its original packaging) inside a separate outer box.
• Use sufficient padding and protective material to prevent damage in transit.
• Include all accessories, instructions, and any original packaging that is still available.
• Include all free gifts, bonus items, or bundled items that came with the original purchase. If these are not returned, their value will be deducted from any refund.

Please note: If the returned item is damaged in transit due to inadequate packaging, we will be unable to process a refund. It is your responsibility to package the item correctly.

6. How Refunds Are Processed

6.1 Refund Options

Upon approval of your return, we will offer you one of the following (you may state your preference):

• Monetary refund: Issued using the same payment method originally used for the purchase.
• Nobles store voucher: To the value of the purchase price.
• Product exchange: A replacement item (subject to availability).

Your right to a monetary refund cannot be waived. We will always offer a refund as an option. Vouchers and exchanges are alternatives available at your preference.

6.2 Refund Timelines

Once your return has been received at our warehouse and assessed:

• Processing time: Refunds are processed within 3 to 5 working days of the item arriving at our warehouse and being assessed.
• EFT / bank transfer refunds: May take a further 3 to 5 working days to reflect in your account after processing.
• Credit card refunds: May take up to 10 working days to reflect after processing, depending on your bank.
• Replacements: May take longer, as availability and delivery timelines apply.

Our third-party payment provider may request your banking details and proof of banking details for EFT refunds.

6.3 Purchases Made with Gift Vouchers or Gift Cards

Refunds will always be returned using the same method of payment originally used:

• Cash purchases will be refunded in cash (or by store voucher if cash is not available in-store, in which case you will be given the option to select a different method).
• Credit card purchases will be refunded to the same card used for the original transaction only.
• Purchases made with a gift voucher or gift card will be reinstated onto a gift card to the same value.

If a fixed voucher was used as full or partial payment and the order is subsequently cancelled or items returned, the value of the voucher will be deducted from the refund calculation. We will credit you for any remaining balance and issue a replacement fixed voucher of the same original value. We may in our discretion impose reasonable conditions on the use of the replacement voucher.

7. Product Warranty

We warrant that all products sold by Nobles are authentic, sourced directly from our authorised brand suppliers, and supplied in new condition at the time of purchase. This warranty does not affect your statutory rights under the CPA.

8. Customer Support

We aim for complete customer satisfaction and respect our customers’ rights. If you are not satisfied with a product or have any questions about this policy, please contact our customer support team with your proof of purchase ready.

• Telephone: 078 071 6704
• Email: info.ascentcos@gmail.com
• Address: Goshawk Str, Centurion, Pretoria, 0157.
• Office Hours: Monday to Friday 08:00 – 16:30; Saturdays, Sundays and Public Holidays 09:00 – 18:00

9. Dispute Resolution

We aim to resolve all complaints and queries promptly and fairly. If our customer support team is unable to resolve your complaint to your satisfaction, you may escalate the matter to any of the following:

• The National Consumer Commission (NCC): The primary regulatory body for consumer rights in South Africa. Visit www.thencc.org.za or call 0860 266 786.
• The Consumer Goods and Services Ombud (CGSO): An independent ombud for the retail and consumer goods sector. Visit www.cgso.org.za or call 0860 000 272.
• Legal action: Nothing in this policy limits your right to take legal action in a court of competent jurisdiction.

This policy does not exclude any statutory rights you may have under the Consumer Protection Act 68 of 2008 or any other applicable South African legislation.