Frequently Asked Questions

Getting Started

1. Find the product you wish to buy
Keyword search boxes are located on nearly every page of the website. When you find a product that interests you, click the title or name of the product to see its details, including availability.
2. Add to cart
Found the products you want to buy? Click on Add to cart. Your shopping cart contains all the products that you have selected to buy. Once you’ve added a product to your shopping cart, you can go back and keep searching and adding to your cart. You can access the contents of your shopping cart at any time.
3. Checkout
3.1. Click Proceed to Checkout after you’ve reviewed the items in your Shopping Cart.
3.2. Choose your delivery method:
3.2.1. Courier delivery to your door
3.3. Choose your payment method. Be sure you’ve applied any Gift Vouchers or coupon codes you want to use on your order.
3.5. Review your order details and complete payment.

Payment

How it works:
New Mobicred users:
1. First, you’ll need to register on Mobicred’s website and complete your application.
2. Once approved, you can come back and pay for your items using Mobicred*.
3. Your application may take 1 business days to process
4. If you need your items right now, please select a different payment method. We can’t guarantee that your items will still be in stock when you return.
Existing Mobicred users:
1. Select Mobicred as your payment option during checkout.
2. Log in using your Mobicred username and password.
3. Enter the one-time pin (OTP) that will be sent to your mobile phone.
4. Click on “Confirm & Pay”.
5. Your Mobicred account will be debited and we will send you a confirmation email of your order.
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*Subject to credit approval. T&Cs apply. For more information & interest rates, see What is Mobicred?

Mobicred is a simple and convenient online credit facility that allows you to shop on takealot.com and repay the amount in monthly instalments. Interest is charged at 21% per year. Please note the annual interest rate may change. If you have any questions about Mobicred you can visit www.mobicred.co.za or you can contact them via email at customerservice@mobicred.co.za.
As a revolving credit facility, Mobicred repayments are calculated as 10% of the account balance plus fees. These fees will be confirmed with you by Mobicred on opening your Mobicred account and could entail the following:
• Monthly service fee of R42.00 (incl. VAT)
• Once off account initiation fee ranging from R119-R610 (incl. VAT), depending on the facility granted.
Please note: The monthly payment amount displayed is indicative only and based on 12 monthly instalments excluding any Mobicred fees. If you have any questions about Mobicred you can visit www.mobicred.co.za or you can contact them via email at customerservice@mobicred.co.za.

Payment can be made via:

Credit & Debit Card

Ozow: EFT with Ozow enables you to make EFT payments that clear immediately. ABSA, Capitec, FNB, Nedbank, Standard Bank and Investec are supported.

PayFast: EFT with PayFast enables you to make instant EFT payments that clear immediately. FNB, Nedbank, Standard Bank & Investec are supported.

Yes, Exhale Online has two Instant EFT payment options via payment partners Ozow and PayFast.
Instant EFT is a payment service that allows you to pay via EFT without the hassle of a waiting period or additional fees.
Ozow
Ozow is an Instant EFT payment option available to all customers who bank with Capitec, ABSA, First National Bank, Investec, Nedbank or Standard Bank. Ozow allows for electronic funds to be transferred inter-bank directly into the sellers bank account, in real time, using the current infrastructure of your bank’s internet banking functionality.
How it works:
1. Select Instant EFT as your payment option during checkout and click on the Ozow option – then select your bank
2. Login using your internet banking credentials
3. Select an account to pay from and enter a reference for your records
4. The automated process will navigate and populate the relevant fields on your behalf in the background
5. Your bank will send you an OTP (one-time password) or mobile authentication to your mobile phone to verify the payment
6. Enter your OTP or accept the authentication message
7. Payment is complete
Benefits:
1. Your order status will be updated immediately
2. There is no need to send through a proof of payment
3. There is no need to wait for funds to reflect in our account
4. There is no need to enter Exhale Online’s banking details or order reference number
Is it safe?
• Ozow guarantees the highest levels of security when paying online
• Ozow has a Thawte EV SSL encryption certificate which gives our payment processing service an extremely high level of security
• Ozow acts as a proxy between the buyer and the bank to facilitate a faster, safer and easier payment process for both the buyer and the seller
• Your online banking login details are NOT stored by Ozow

PayFast
PayFast is an Instant EFT payment option available to all customers who bank with Capitec, ABSA, First National Bank, Investec, Nedbank or Standard Bank.
How it works
There are two ways to make an EFT payment using PayFast; Automatic EFT and Manual EFT.
Automatic EFT
1. Select Instant EFT as your payment option during the checkout process and click on the PayFast option, selecting Instant EFT.
2. Select your preferred bank.
3. Login using your internet banking credentials.
4. Select an account to pay from and enter a reference for your records.
5. The automated process will navigate and populate the relevant fields on your behalf in the background.
6. Your bank will send you an OTP (one-time-pin) or mobile authentication to your mobile phone to verify the payment.
7. Enter your OTP or accept the authentication message when prompted.
8. Payment will then be completed.
Benefits to using Automatic EFT:
1. Your order status will be updated immediately.
2. There is no need to send through a proof of payment.
3. There is no need to wait for funds to reflect in our account.
4. There is no need to enter exhale online’s banking details or an order reference number.
Manual EFT (Only available to ABSA, First National Bank, Nedbank and Standard Bank customers)
1. Select Instant EFT as your payment method during the checkout process and click on the PayFast option, selecting Instant EFT.
2. Select the “Make an EFT payment from your bank” option at the bottom of the page.
3. You will be redirected to the PayFast payment engine where you’ll be prompted to pay the appropriate amount via EFT from your internet banking site.
4. PayFast account details and a unique reference number will be provided to you by PayFast during the payment process.
5. After completing your EFT payment on your internet banking site, return to the PayFast screen and click the “COMPLETE” button.
6. Receipt of your payment will be verified and your order completed.
7. You will be notified of successful payments and completion of your order via email.
Benefits to using Manual EFT:
1. No manual reconciliation or missing payments.
2. Instant confirmation of funds received.
3. No delay in authorisation and delivery of your order.
4. No special software needed.
Is it safe?
• PayFast guarantees the highest levels of security when paying online.
• PayFast has a Thawte EV SSL encryption certificate which gives our payment processing service an extremely high level of security.
• PayFast acts as a proxy between the buyer and the bank to facilitate a faster, safer and easier payment process for both the buyer and the seller.
• Your online banking login details are NOT stored by PayFast.

When paying by Instant EFT, there will be no waiting period before your payment is received and your order is authorised.

Exchanges & Returns

You are responsible for packing the product safely and securely for return to ensure against damage in transit. Please include the return reference number in the parcel so that we can easily identify your return.

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 either repair/replace it, or credit your account, subject to the below terms. This Policy applies to products bought from exhale online itself and from Third Party Sellers.
Nothing in this Policy is intended to limit your statutory rights in any way.

Preparing your products for a return
To ensure your request is processed as quickly as possible you are responsible for the following when returning your products;
• package your products safely and securely for protection during transit;
• clearly mark your return reference number on the outside of the parcel; and
• include all accessories and parts that were sold with the product.
Failure to adhere to any of these requirements could delay the processing of your request or result in its decline altogether.
1: Unwanted products
You can return an unwanted product to us at no charge, provided:
• it is undamaged and unused, with the original labels and stickers still attached;
• reconditioned products and used products, it is in the original packaging, which must be undamaged and in its original condition with all seals still intact (if applicable). Please refer to our FAQs for some examples;
• it is not missing any accessories or parts;
• you log a return on the Website within 14 days of delivery to you of the unwanted product. After 14 days, you can only return a product if it is defective; and
• it is not one of the products listed below.

Changed your mind?
Where you have changed your mind and would like a credit for a product, you can return it – provided the product is not:
• a product which has been personalised for you or made to your specifications; or
We will collect the product from you at no charge. Once we have inspected the product and validated your return, we will credit your account with the purchase price of the product within 15 days of the return (or refund you if that is your preference).

Not what you ordered?
If we accidentally deliver the wrong product to you, or if the product is not as described on the Website, please notify us and we will collect the product from you at no charge. If the product is missing any accessories or parts, you will need to follow the process set out in section 2 below. Once we have inspected the product and validated your return, we will at your choice deliver the correct product to you as soon as possible (if the correct product is available); or credit your account with the purchase price of the product within 15 days of the return (or refund you if that is your preference).
2: Products damaged on delivery
Should a product be damaged or missing any parts or accessories at the time of delivery / collection, please notify us within 7 days of such delivery / collection by logging a return on the Website.
We will arrange to collect the product from you at no charge. Once we have inspected the product and validated your return, we will at your choice repair / replace the product as soon as possible (if such repair is possible/ we have the same product in stock to use as a replacement) or credit your account with the purchase price of the product (or refund you if that is your preference).
Some items may have damaged packaging, but the item inside is not damaged, this will not be seen as damaged on deliver.
3: Defective products
We do our best to ensure that the products we deliver to you are of a high quality, and in good working order and without defects.
What is a defect? A defect is a material imperfection in the manufacture of a product or any characteristic of a product, which makes the product less acceptable than one would reasonably be entitled to expect in the circumstances. Please refer to our FAQs for some examples.
The following will NOT be regarded as defects and will not entitle you to a return under this section 3:
• faults resulting from normal wear and tear;
• damage arising from negligence, user abuse or incorrect usage of the product;
• damage arising from electrical surges or sea air corrosion;
• damage arising from a failure to adequately care for the product;
• damage arising from unauthorized alterations to the product;
• where the specifications of a product, although accurately described on the Website and generally fit for its intended purpose, do not suit you; and

Standard Warranty
If you have received a product which turns out to be defective or otherwise of poor quality (save for direct warranty products which are discussed below), please notify us as soon as reasonably possible after you become aware of the defect or poor quality, but in any event within 6 months after delivery / collection of the product (except in the case of an extended supplier warranty, which is set out below).
You can do so by logging a return on the Website, and we will arrange to collect the product from you at no charge. Once we have inspected the product and validated your return, we will at your choice repair / replace the product (if such repair is possible / we have the same product in stock to use as a replacement) or credit your account with the purchase price of the product (or refund you if that is your preference). If the repair / replacement takes longer than 21 days, we will get in touch with you to see if you would rather receive a credit / refund. On shipping orders replacement may take up to 85 days.
Where there is no extended supplier warranty period, unfortunately we cannot facilitate returns that fall outside of the 6 month period.

Extended Supplier Warranty (stipulated on product page)
A product may have a supplier warranty that extends beyond the 6 month Standard Warranty. If such a product turns out to be defective more than 6 months after delivery / collection (save for direct warranty products which are discussed below), please notify us as soon as reasonably possible after you become aware of the defect, but in any event within the extended supplier warranty period after delivery / collection of the product.
You can do so by logging a return on the Website, and we will facilitate your return of the product to the supplier at no charge. Unfortunately we cannot facilitate returns that fall outside of the extended supplier warranty period.
Please note that any extended supplier warranty is subject to whatever terms and conditions the supplier or manufacturer may impose. These are usually stated in a brochure or leaflet inside or on the product packaging. It is your responsibility to make yourself aware of any such terms and conditions.
It is also important to note that it will be in the manufacturer’s discretion what remedy it can offer you. Exhale online is under no obligation to provide you with a credit, repair / replacement, as your remedy lies with the manufacturer. However, since we want your experience to be as good as possible, if the manufacturer has offered you a repair / replacement within the applicable extended supplier warranty and it takes longer than 21 days, we will get in touch with you to see if you would rather receive a credit / refund directly from us.
PLEASE NOTE: This is not applicable to shipping orders

Direct Warranty (stipulated on product page)
A direct warranty product is a product for which the relevant manufacturer wishes to manage defective returns itself, directly with the customer, and not through Exhale online.
If a direct warranty product turns out to be defective or otherwise of poor quality, please notify us and we will provide you with the relevant manufacturer’s contact details. Alternatively, you can notify the relevant manufacturer directly if you already have its details. The relevant manufacturer will then assist you further, but if you have any difficulty, please let us know and we will be happy to assist you where we can.
Other than this, the same limits and general principles of the standard warranty and extended supplier warranty apply to direct warranty products.
4: Online Course Code Returns
Online Course Codes are treated differently to other products when it comes to returns, given their digital nature and the fact that technical knowledge of the Online Course registration process may be required to assist you if the Online Course Code does not work. Once you purchase an Online Course Code, we will only allow you to return it if defective.
Any defect in an Online Course or its Link shall be dealt with as follows:
• Should you experience any problems in using the Link to access the Online Course Code, in accessing, opening or reading the Online Course Code, or if the Online Course Code is defective in some other way (missing pages, incorrect code does not work etc), please report the problem to us as soon as reasonably possible after you become aware of the problem, but in any event within 6 months of purchase. This will create a support request for you.
• We will then investigate the possible cause/s of the problem and how to rectify them. We may need to liaise with the relevant service providers to assess and rectify the problem or to issue you with a new Link or Online Course Code so that you can get a replacement Online Course of the same title or a replacement Online Course Code, as the case may be.
5: Bundles
There are two types of bundles: a bundle consisting of products that either we or you (as provided on our website) have combined together in a single bundle (“Bundle Deal“); or a bundle compiled by our supplier and supplied to us as a single unit (“Pre-packed Bundle“). All returns relating to bundles are subject to the terms of this Policy as read with the following provisions:
• Bundle Deal – You may return a Bundle Deal as a whole or any of its component products individually to us. If you qualify for a credit in respect of any component product, we will credit your account with the actual purchase price (after applying any applicable saving or discount) you paid for such a product as displayed in your order history.
• Pre-packed Bundle – Unless otherwise indicated by us, your return of a Pre-packed Bundle will only be accepted if you return all of its component products to us. Failure to do so may result in us declining the return of a Pre-packed Bundle.
6: Charges and refunds
If you return a defective product to us, but you fail to return all of the accessories and parts that were sold with that product, we are entitled to (subject to applicable law) to refuse the return, only to replace the item that you did return, or to estimate the value of the missing accessories and parts and only to credit or refund you in respect of the returned item.
If you return a product that does not comply with this Policy, you may be liable to reimburse Exhale Online for the cost of collecting the product from you and the cost of having the product returned to you.
Under no circumstances will donations be refunded.
Please note that we only refund to the payment method that you originally used – i.e. payment by credit card will be refunded to the same credit card, payment by EFT will be refunded to your nominated bank account.

1. Log your exchange / return request on the website
Login to the website to initiate the exchange or return process by completing the online request form.
Click here to log your exchange or return now. (Please make a request form and submit to accounts@exhaleonline.co.za)
2. Prepare the return parcel
Pack the product in its original packaging (if you still have it), and into a shipping box or other packaging to protect the products during transit. Remember that if you are returning a product because you changed your mind, you must have the original product packaging – which must be intact and undamaged (but you do not have to have the original shipping packaging).
Please include the return reference (the RRN number at the top of your email) in or on the outside of the parcel so that we can easily identify your return.
3. Courier collection
Our couriers will contact you within 4 to 5 business days after you have logged your return, to arrange the collection.
4. Exchange or replacement / account credited
Once your returned product has been validated by Exhale Online’s quality team, your account will be credited, unless you have requested a replacement or an exchange.
Once your Exhale Online account has been credited, you can use the credit towards other purchase on the website.
Alternatively, once you have received confirmation that your account has been credited, you can request a refund instead of the credit.
Please note that we only refund to the payment method that you originally used – i.e. payment by credit card will be refunded to the same credit card, payment by EFT and will be refunded to your nominated bank account.
If you’re returning a sale product, the reduced price paid at the time of the transaction will be refunded back to you.

In general, once we have received the returned product, your return request will be processed within 15 days. Once your returned product has been validated, your account will be credited, unless you requested a replacement, refund or an exchange.
However, for products that fall within the extended supplier’s warranty, the process can take up to 21 days. At that stage, because we want your experience to be as good as possible – if the manufacturer has offered you a repair/ replacement but it takes longer than 21 days to resolve the matter, we will get in touch with you to see if you would rather receive a credit/ refund directly from us.
For refunds, please note that your bank can take 3-5 business days to clear the funds back into your bank account.

You will receive an email notification once your return has been received at our warehouse.

When logging your exchange/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. The available options are dependent on the reason for the return, and include the following:
• Credit my account – The amount is credited to your Exhale Online’s account.
• Replace this product – If you have received a product in a defective or damaged condition, you may request a replacement product, if it is available. Not applicable to damaged packaging.
• Refund – Once you have received confirmation that your account has been credited, you can request a refund instead of the account credit. Please note that we only refund to the payment method that you originally used – i.e. payment by credit card will be refunded to the same credit card, payment by EFT be refunded to your nominated bank account.

If you request a refund after your account has been credited for a return, we will process your request instantly. For bank deposits and credit card refunds, it may take 3-5 business days, depending on your bank’s processing times, for the funds to reflect in your account.
Please note that we only refund to the payment method that you originally used – i.e. payment by credit card will be refunded to the same credit card, payment by EFT will be refunded to your nominated bank account.

If you notify us of a defect or poor quality within our Standard Warranty period (within 6 months of receiving your original order), you can return it to us at no charge. A ‘defect’ is a material imperfection in the manufacturing of a product or any characteristic of a product, which makes the product less acceptable than one would reasonably be entitled to expect in the circumstances.
The following will NOT be regarded as a defect:
• faults resulting from normal wear and tear;
• damage arising from negligence, user abuse or incorrect usage of the product;
• damage arising from electrical surges or sea air corrosion;
• damage arising from a failure to adequately care for the product;
• damage arising from unauthorised alterations to the product;
• where the specifications of a product do not suit you, although accurately described by Exhale Online and generally fit for its intended purpose;
If your return request falls within this policy and is deemed eligible for a return, once we have inspected the product and validated your return, we will at your choice either:
• deliver the correct product to you (if the correct product is available) or;
• credit your account with the purchase price of the product or;
• refund you with the purchase price of the product.

If you notify us within 7 days of damage to your goods occurring on delivery of your order, you can return it to us at no charge and, if stock is available, we will do our best to immediately arrange a replacement. If your return request falls within this policy and is deemed eligible for a return, we will:
• replace the correct product to you (if the correct product is available) or;
• credit your account with the purchase price of the product or;
• refund you with the purchase price of the product.
Note on Shipping orders:
Shipping order that are damaged and need to be replaced or repaired may take up to 90days

Yes, sale products can be returned.
If you’re returning a sale product for a credit, the reduced price paid at the time of purchase will be credited back to you and not the full price.
How long does it take for a refund to be processed once my return is processed?
Credits reflect in your Exhale Online account within 7 days, but refunds may take a further 7-14 business days to reflect in your bank account.

If a product is not what you ordered or not as described, you can return it to us at no charge, provided that:
• you request a return within 14 days of receiving your order (after 14 days, you can only return a product if it is defective);
• it is undamaged and unused, with the original labels and stickers still attached;
• it is in the original packaging, which must be undamaged and in its original condition with all seals still intact (except if it is a shipping order);
• it is not missing any accessories or parts;
• it is not one of these products:
• a Online Course;
• an audio or video recording;
• a product which has been personalised for you or made to your specifications.
If your return request falls within this policy and is deemed eligible for a return, once we have inspected the product and validated your return, we will at your choice either:
• deliver the correct product to you (if the correct product is available) or;
• credit your account with the purchase price of the product or;
• refund you with the purchase price of the product.

Unfortunately not – the complete product has to be returned.
Can I change my collection address once I have logged a return?
Unfortunately not – in such an event please cancel the return and log a new one.
Cancellations

You are entitled to cancel your order prior to the point at which you receive a notification that it is being shipped for delivery. Should you wish to return the product thereafter, you can do so in accordance with our Returns Policy.

Get in touch with us here to cancel an item or a complete order.(Same as other highlighted)
If the order has not yet been paid for, it can simply be cancelled.
If it has been paid for, you have the option of a credit or a full refund.

Shipping & Delivery

We unfortunately can’t make changes to your delivery address once payment has been received and you have received your Payment Confirmation email.

Exhale Online offers door to door delivery:
• Courier – We deliver directly to your home or office, anywhere in South Africa. All delivery and tracking details are supplied to you at checkout;

• What will delivery cost me?
Delivery Option

Pargo will delivery to your chosen pick up point (Nationwide).

Standard 0 – 5 kg – R88.20

Standard 5 – 10 kg – R142.49

Standard 10 – 15 kg – R188.62

R10.07 per additional kg

Standard flat rate. Delivery to your chosen address(Nationwide)

Standard 0 – 25 kg – R147.50

R9.50 per additional kg over 25 kg

 

 Delivery and collection times can vary. Estimates are provided below to help you shop. 
Standard Delivery
Cape Town; 7-9 working days

Johannesburg, Pretoria; 2-5 working days Regional Area 3-7 working days
Remote Area 3-9 working days

We do not ship outside of South African borders at this time.

If you’re not able to receive your package personally you are welcome address the delivery to a different recipient by updating the delivery address details.

If you received an incomplete delivery you can notify us here, then our friendly customer service team will be in touch with you to assist.(accounts@exhaleonline.co.za)

Once we’ve received your order from our suppliers, we’ll send you an e-mail with tracking details. If in doubt, contact us.
Please note:
• The countdown in terms of the shipping period begins once your payment has been authorised. For credit cards this means that once the bank gives us an authorisation code. For cash deposits and Internet transfers this means once the funds reflect in our bank account. For cheque deposits, this means once the funds have been cleared, which is usually only 7 days after the deposit.
• Business days are defined as Mondays to Fridays, excluding public holidays.
General

If a product goes out of stock, it will reflect as such on the website or will no longer be visible on the website.
We do our best to prevent sales of products that are out of stock, but due to the digital nature of our business the opportunity exists for an item to go out of stock after an order is placed. If you have already ordered the product on the website when it goes out of stock, we’ll let you know. You will then have the option to be refunded or credited for any amount already paid by you, or you can wait until the product comes into stock again.

We take the security of your payment and personal information seriously. See section 6 of our Terms and Conditions for details and the Payment FAQ below (T&C’s on other document)

Shipping Orders

Shipping orders allow you to place orders for products that Exhale Online does not stock and imports. When you place the shipping order, we then order the product from our suppliers.
Note: shipping dates are subject to change without prior notice. We’ll try to keep you informed of any potential changes.

Credit Card shipping orders are charged immediately.
If you’re paying via Bank Deposit, you’ll hear from us when the payment is received..

You are entitled to cancel your shipment orders prior to the point at which you receive a notification that it is being shipped for delivery. To cancel your shipping order you can get in touch with us.

If the price of a shipping order product you’ve already ordered is dropped before the product is shipped, we will automatically adjust your shipping order to the new lower price, and ensure you are charged for the new price. If you have already been charged, or have already deposited money, we will place the difference as credit on your Exhale Online account.
If the price of your shipping order product increases, we will temporarily suspend your shipping order. At the same time we will send you an email, with the option of changing your shipping order to the new price, or cancelling your shipping order. If we don’t receive any response within 48 hours we’ll cancel the order, and we will refund you for any amount already paid.