If you wish to return a product to us for any reason, you can do so within 14 days from receiving your order. If you would like to return your product, please send an email to email@example.com providing us with your original order number, together with the details of the item you wish to return and the reasons for returning it.
Our customer services team will then make contact with you and will issue you with a returns reference number and instructions of how to proceed.
Please write the returns reference number clearly on the outside of the package and on the returns slip provided which is to be included inside the packaging. No return is accepted without a reference number and unidentified returns may be returned to the sender.
All returns are to be sent to Okapi Africa Limited, Unit 109, Westbourne Studios, 242 Acklam Road, W10 5JJ, London
We recommend that all returns are sent by recorded and insured delivery as you are under a duty to take reasonable care of the goods and will be liable for damage to them until we receive them at our warehouse. In case of dispute, we also recommend you retain proof of sending.
Products returned must be in a saleable condition and in their original undamaged packaging and with all Okapi tags, dustcovers and other packaging purchase items included. We will refund the price of the product to the purchaser, but we will consider the overall condition of the product being returned when making a refund. Items should be returned unused, and returns that are damaged or soiled may not be accepted and may be sent back to the customer and/or a refund refused.
You will be notified by email once your return has been received and processed - please allow 10 working days.
We will make no refunds to a third party.
If your order has been sent to a destination within the EU, all VAT will be refunded. Outside the EU, customs duties and sales taxes are non-refundable through Okapi. However, you may be able to recover these by contacting your local customs bureau directly. Exchanges made to destinations outside the EU will be submitted to the same customs procedures, therefore applicable for duty and tax again.
In the unlikely event that you find your product to be faulty, please contact us immediately on firstname.lastname@example.org and our customer service team will respond and direct you as to how to proceed.
If you would like to exchange a faulty item instead of obtaining a refund, please be aware that we can only replace it for the same product, subject to availability. Where possible, we will offer to repair faulty items. If it cannot be repaired or the same product is not available, you are entitled to a full refund i.e the purchase price and delivery charges.
Goods are faulty if they are received damaged or where there is a manufacturing fault. Items that are damaged as a result of normal wear and tear are not considered to be faulty.
Colours - we have made every effort to display as accurately as possible the colors of our products that appear on Okapi. However, as computer monitors vary, we cannot guarantee that your monitor's display of any color will be completely accurate.
It may be possible to cancel your order if your items have not been despatched from the warehouse. If you have not received your order confirmation email, please contact our customer services team to inform them of your decision to cancel the order a email@example.com If this item has already been despatched we may not be able to cancel the items and instead you will have to follow our returns process.