SHIPPING & RETURNS
All our prices are inclusive of VAT.
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We accept credit/debit cards: MasterCard and Visa cards that are 3D Secure enabled. We also accept VISA Checkout.
We will need your 16-digit card number, the expiry date, the CVV number (the last 3 digits on the back of your card) and your name exactly as it appears on the front of the card.
We never store your card information without your permission. In order to facilitate your repeat orders, your card details are stored by a trusted third party payments company.
What is 3D secure?
3D Secure is an initiative by Visa and MasterCard to add an extra level of security when using your card online. A 3D Secure-enabled card will require the entry of a one-time PIN before your order can be placed. If you have never set your card up for 3D Secure one-time PINs, your bank will automatically take you through the process the first time you try and pay.
The 3D-Secure refers to three domains involved in the security they are:
the Acquiring or Merchant’s bank
the Card Association’s financial networks i.e. Mastercard and Visa
the Issuing or Cardholder’s bank.
Very simply the system authenticates the cardholder before the transaction takes place by diverting the browser to the bank that issued the card, who then request some secret, perhaps a pin, from their cardholder that will conclusively prove that this actually is the cardholder entitled to use this card. Once they are satisfied that this is their cardholder they issue an authentication receipt which is then presented to the merchant’s bank along with the authorisation request. If the transaction is then approved by the issuing bank they may not charge the transaction back to the merchant because the cardholder disputes the transaction as not being originated by them.
How do I use/redeem a promotional code?
If you have received a voucher code after returning a product or a promotional code via our social media platforms or any other method you simply need to enter the code during the payment process in your Basket. Enter the code in the field provided and click on Redeem. The applicable discount will be given to you and you have to pay the outstanding balance only.
Is online shopping safe?
Yes. We have taken every precaution to ensure your personal details are safe and secure with us.
All sensitive information you provide is encrypted using industry-standard Secure Sockets Layer technology, and we utilise a leading South African payment processor.
We also insist that all credit card payments use 3D Secure processes (such as MasterCard’s SecureCode and Verified by Visa) so you will be prompted for a one-time PIN when purchasing to prevent you from fraudulent transactions.
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All your personal information will not be sold or made known to any third parties. Your details will be kept in the strictest confidence by us.
Return & Exchange Policy
We want you to be happy with your purchase. If you are not completely satisfied, you can return the product to us and we will credit your account either by a voucher or refund, subject to the below terms.
This Policy forms part of the Underdog's Terms & Conditions, and so words defined in the Terms & Conditions have the same meaning in this Policy, unless the context indicates otherwise. Nothing in this Policy is intended to limit your statutory rights in any way.
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Should an item be damaged (product is squashed or visibly damaged during transit). Damaged goods must be reported to us in this way within 7 days after receiving it. The courier company will collect the product from you and once we have received and inspected it, you will be issued with a voucher code to order the product again at no cost (free shipping included too). You can also request a refund on your credit card should you prefer this.
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Should you have received the incorrect item (product or size). Incorrectly delivered goods must be reported to us in this way within 7 days after receiving it. The courier company will collect the product from you and once we have received and inspected it, you will be issued with a voucher code to order the product again at no cost (free shipping included too). You can also request a refund on your credit card should you prefer this.
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If the product has been received by you and isn’t faulty, you will not be able to return it for a refund. Please ensure that you don’t purchase a product if you aren’t willing to accept the purchase in full.
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When emailing your return request, you can select a preferred action. While we will do our best to fulfill this preference, we cannot guarantee that the option will be available, and this is also dependent on the outcome of the return. Refunds will take place within 7 working days of receiving the returned product back from you. The available options are dependent on the reason for the return, and include the following:
Voucher – You will receive a voucher code for the amount of the returned product. You can use this to order another product of your choice. Shipping will be free when using this ‘returns voucher’.
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Cash refund on my credit card – We will refund the amount paid for the product to the credit card used in the original transaction.
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All request must be emailed to info@phoenixseeds.co.za.