Store Policies

Welcome to Simba CI’s Official Store. These policies outline the terms for refunds, returns, and exchanges of merchandise purchased through our online store (www.simbaci.com). By placing an order, you agree to these terms.

2. Refund Policy

2.1 Eligibility for Refunds

We offer refunds only under the following conditions:

The item received is defective, damaged, or incorrect due to our error.
The item is out of stock and cannot be fulfilled.
A duplicate charge or order error occurred on our end.

Refunds are NOT provided for:

Buyer’s remorse or change of mind.
Incorrect sizing or wrong item ordered by the customer.
Delays caused by shipping carriers or customs (we do our best to meet shipping estimates).
Merchandise that has been worn, washed, altered, or used.

2.2 Refund Process

To request a refund, you must:

Email info@simbaci.com within 7 days of receiving your order.
Provide order details, proof of purchase, and photos of the item (if damaged or incorrect).
Our team will review your request within 5-7 business days.
If approved, refunds will be processed to the original payment method within 7-14 business days.

3. Returns & Exchanges Policy

We understand that sometimes items need to be exchanged or returned. Please review the guidelines below.

3.1 Eligibility for Returns & Exchanges

Returns or exchanges are accepted only if:

The item is in its original condition, unworn, unwashed, and with all tags and packaging intact.
The return request is made within 7 days of delivery.
The item is not a final sale item (see Non-Returnable Items below).

Non-Returnable Items:

Digital music, downloadable content, and gift cards.
Limited-edition merchandise and signed items.
Handmade Mbira instruments (each piece is custom-crafted and unique).
Clearance sale items.

3.2 Exchange Process

If you need a different size or item, we allow exchanges for in-stock items only.
The customer is responsible for return shipping costs unless the item is faulty.
Once we receive the returned item, we will process the exchange within 7 business days.

3.3 Return Process

Email info@simbaci.com within 7 days of receiving your order.
Provide order details and a reason for the return or exchange.
Ship the item back to our designated return address (provided after approval).
After receiving and inspecting the return, we will either:
- Issue a store credit for future purchases.
- Process the exchange (if the requested item is available).
- Reject the return if it does not meet our criteria.

4. Shipping & Delivery

We partner with leading South African shipping providers to ensure fast and reliable delivery.

4.1 Order Processing Time

Orders are processed within 3-5 business days (excluding weekends and public holidays).
Processing times may extend during peak seasons or for high-demand items.

4.2 Estimated Delivery Time

South Africa: 3-7 business days via courier.
International: 7-21 business days (depending on location and customs clearance).

4.3 Shipping Fees & Tracking

Shipping fees are calculated at checkout based on location and item weight.
Customers receive a tracking number via email once the order ships.
We are not responsible for carrier delays, customs duties, or taxes on international orders.

5. Order Cancellations & Modifications

Orders cannot be canceled once they have been processed and shipped.
If you need to modify your order, contact us within 24 hours of purchase, and we will do our best to accommodate your request.

6. Disputes & Chargebacks

To prevent fraudulent claims and unauthorsed chargebacks, we request that all customers contact us first to resolve any issues. Unresolved disputes may result in being banned from future purchases.

7. Contact Us

For any questions regarding refunds, returns, or exchanges, please contact:

Email: info@simbaci.com