SHIPPING & RETURNS
How Tim ships orders, and how returns and refunds work.
Refunds & Returns Policy
Tim wants you to be completely satisfied with your purchase. If for any reason you are not happy with your order, we are here to help. This policy outlines the conditions and procedures for returns and refunds, in line with the Consumer Protection Act (CPA) of South Africa.
1. General Return Conditions
To ensure a smooth and hassle-free return process, please ensure your return meets the following conditions:
The item must be returned within the specified time frame (see below).
The item must be in its original, unused, and unworn condition. It is acceptable to try on apparel, but not to wear it for an extended period.
The item must be in its original packaging, with all original tags, labels, and accessories included and intact.
You must provide a valid proof of purchase (your order number or confirmation email).
The item must not be on our list of non-returnable items.
Tim reserves the right to refuse a return if the item does not meet these conditions.
2. Reasons for Return & Timelines
If you have changed your mind and no longer want the item you purchased, you can return it to Tim for a refund or store credit.
Timeframe: You must log your return within 15 days of the date of delivery.
Condition: The item must be in a saleable condition, meeting all the General Return Conditions listed above.
Return Shipping: The cost of return shipping for unwanted goods will be for your account.
Tim takes great care in dispatching orders, but mistakes can happen. If your item arrives damaged, is defective, or is not the item you ordered, Tim will make it right.
Timeframe for Incorrect or Damaged on Delivery: You must notify us and log your return within 15 days of the date of delivery.
Timeframe for Defective Goods: If an item is found to be defective, you can return it within 6 months of the date of delivery. A "defect" is a material imperfection in the manufacture of a product. This does not include damage from normal wear and tear or misuse.
Return Shipping: Tim will cover the cost of return shipping for damaged, defective, or incorrect items.
Resolution: For these returns, you can choose one of the following options: Replacement - Tim will replace the item with the same item (subject to stock availability). Refund - Tim will process a full refund to your original payment method. Store Credit - Tim will issue you with store credit to the value of the purchase.
3. Non-Returnable Items
For hygiene and safety reasons, the following items cannot be returned:
Intimate apparel, underwear, and swimwear.
Earrings for pierced ears.
Health and beauty products that have been opened or used.
Personalized or custom-made items.
Gift cards.
4. How to Log a Return
To initiate a return, please follow these simple steps:
Contact Us: Email Tim's customer service team at info@tim.africa with your order number and the reason for the return.
Await Instructions: Our team will review your request and provide you with detailed instructions on how to return the item.
Package Your Return: Please package the item securely in its original packaging to prevent damage during transit.
Ship the Item: Send the package to the address provided. We recommend using a trackable shipping service, as Tim cannot be held responsible for items lost in transit.
5. Refund Processing
Once Tim receives and inspects your returned item, we will notify you of the approval or rejection of your refund.
If Approved: Your refund will be processed to your original method of payment. Please allow 5-10 working days for the refund to reflect in your account.
Store Credit: If you opted for store credit, it will be loaded onto your account within 2 working days of the return being approved.
6. Questions?
If you have any questions about our Refunds & Returns Policy, please contact Tim at info@tim.africa.
Digital services (including strategy, content creation, advertising campaigns, and web development) are intangible and therefore not eligible for return once delivered or activated.
Due to the nature of digital marketing services, all fees are non-refundable once work has commenced.
Refunds may only be considered in cases of duplicate payments or billing errors.
2. Cancellation
Clients may cancel before project commencement for a refund minus administrative costs.
Once a campaign, design, or development phase has started, no refunds will be issued.
3. Refund Exceptions
Refunds are only applicable in cases of:
Duplicate payments or processing errors; or
Failure by the agency to deliver the agreed scope of work, as verified in the service agreement.
4. Dispute Resolution
Any refund or credit request must be submitted in writing within 7 days of project delivery. The agency will review all cases fairly and respond within 10 business days.
Shipping Policy
Thank you for shopping with Tim. This policy provides details about Tim's shipping methods, costs, and timelines for deliveries within South Africa.
1. Order Processing Time
All orders are processed within 1-2 working days (Monday to Friday, excluding public holidays) after receiving your order confirmation email. You will receive another notification when your order has been dispatched.
2. Shipping Rates & Delivery Estimates
Shipping charges for your order will be calculated and displayed at checkout. All prices are in South African Rands (ZAR).
Standard Shipping: A flat rate of R200 applies to all orders below R3000.00. Tim offers FREE standard shipping for all orders of R3000 or more.
Delivery Timelines: Major Centres (e.g., Johannesburg, Pretoria, Cape Town, Durban): Estimated delivery within 2-4 working days from dispatch. Regional Areas: Estimated delivery within 3-6 working days from dispatch.
Please note that these timelines are estimates provided by our courier partners and are not guaranteed.
3. Order Tracking
Once your order has been dispatched, you will receive an email from Tim which will include a tracking number you can use to check its status. Please allow 24 hours for the tracking information to become available.
If you haven’t received your order within 7 working days of receiving your shipping confirmation email, please contact Tim at info@tim.africa with your name and order number.
4. Important Information
Delivery Address: Tim delivers to physical addresses within South Africa. We do not deliver to P.O. Boxes. Please ensure your delivery address is correct, as Tim cannot be held responsible for orders delivered to an incorrect address provided by you.
Order Changes & Cancellations: Once an order has been placed and payment confirmed, it is sent to our fulfillment center. Therefore, Tim is unable to make changes to your order or delivery address after it has been confirmed. Please review your order carefully before completing your purchase.
Receiving Your Order: Please ensure that someone is available at the delivery address to receive the order.
5. Contact Tim
If you have any further questions about our shipping policy, please contact Tim at info@tim.africa.