Returns & Exchanges Policy
At Dee Lanie Intelligence, we strive to provide our customers with high-quality branded promotional products tailored to their needs. However, we understand that there may be situations where returns or exchanges are necessary. Please review our Returns and Exchanges Policy below:
1. Damaged or Defective Items
1.1. Damaged or Defective Products:
If you receive a product that is damaged or defective, please notify us within 7 days from the date of receipt. We will review your request and may offer a replacement, repair, or refund based on the nature of the issue.
Note: To process a claim, we may request photos of the damaged product to assess the issue.
1.2. Incorrect Products:
If you have received the wrong item, please contact us within 7 days of delivery. We will arrange for a replacement or exchange of the product at no additional charge.
2. Change of Mind
2.1. Non-Branded Items:
We do not accept returns or exchanges on items that are personalised or branded with logos, text, or artwork provided by you. Once a product is customised, it cannot be returned or exchanged unless it is defective or damaged during the branding process.
2.2. Unbranded Items:
For unbranded products, returns and exchanges are accepted within 7 days of receipt, provided that the items are in their original, unused condition and packaging. The customer is responsible for the return shipping costs.
3. Return Process
To initiate a return or exchange, please contact our customer service team at info@deelanieintelligence.co.za or call us at (010) 516 0787.
Please have the following details ready:
- Order number
- Product(s) in question
- Reason for return or exchange
Upon approval, we will provide you with instructions on how to return the item. Customers are responsible for the return shipping costs unless the item was defective or incorrect.
4. Refunds
4.1. Refund Eligibility:
Refunds will be processed only for defective or incorrect products. Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, a refund will be processed to your original payment method within 7 business days.
4.2. Non-Refundable Fees:
Custom design fees, branding charges, and layout fees are non-refundable once work has started, and the design or branding has been approved.
5. Non-Returnable Products
- Custom-branded products are non-returnable and non-exchangeable once the branding process has begun or has been completed.
- Products that have been altered in any way, including printing or customisation, cannot be returned or exchanged unless defective.
6. Late or Missing Returns
6.1. Late Returns:
Returns requested after the 7-day period will not be accepted unless approved by management.
Note: We encourage customers to inspect their orders upon delivery to ensure that they meet expectations.
6.2. Missing Returns:
If a return package does not arrive at our warehouse, we cannot issue a refund or replacement. It is advisable to use a trackable shipping service or purchase shipping insurance for returns.
7. Final Sale Items
Items marked as “Final Sale” or “Non-returnable” are not eligible for returns or exchanges under any circumstances.
8. End of Returns and Exchanges Policy
For any questions or further clarification, please contact our customer service team at info@deelaniebranding.co.za or call (010) 516 0787.
Note: This Returns and Exchanges Policy is subject to change without prior notice. Please refer to our website for the most current version.
Deliveries Policy Updated: May 25, 2025
Returns & Exchanges Contact Information
If you have any questions or concerns about refunds, please don’t hesitate to contact us:
