If an item is incorrectly sent or not up to usual quality standards then the customer can request a replacement, credit note or refund of the said item(s). The returned item(s) must be returned unconsumed for proof. We are unable to refund items that were incorrectly ordered by the customer. The request for refunds can be done by telephone. The time period for the refunds are governed by the banks and normally takes 3 – 5 working days.