We want you to love your purchase. If your order is not quite right, we are here to assist.
1. Returns
Items may be returned within 14 days of delivery for a refund or exchange, provided that:
- The item is unworn, unused and in its original condition.
- All original tags and labels are attached.
- The item has not been washed, altered, damaged or stained.
- The item is returned in its original packaging where applicable.
- The item shows no signs of wear, perfume, makeup, deodorant or other marks.
We reserve the right to refuse a return where an item does not meet these conditions.
2. Change of mind
If you have simply changed your mind about your purchase, you may request a return within the applicable return period.
The customer is responsible for the cost of returning an unwanted item, unless otherwise required by law.
The original delivery fee is non-refundable where the return is due to a change of mind.
3. Wrong size / fit
If you have ordered the incorrect size, you may request an exchange, subject to availability.
The customer is responsible for return delivery costs. The replacement item will be dispatched once the returned item has been received and approved.
Please refer to our size guide before ordering, as measurements may vary between styles.
4. Faulty or damaged items
If your item arrives damaged, defective or faulty, please contact us as soon as possible, ideally within 48 hours of receiving your order, including clear photographs of the item and packaging. Reporting a fault later does not affect your rights under the Consumer Protection Act.
Where the item is confirmed to be defective or damaged before delivery, we will arrange an appropriate remedy in accordance with applicable South African consumer law.
Consumers retain their statutory rights regarding defective goods. The Consumer Protection Act provides protections for goods that are defective, unsafe or fail to meet applicable requirements.
5. Incorrect item received
If we have sent you the wrong item, colour or size, please contact us as soon as possible.
Once verified, we will arrange for the incorrect item to be returned and will send the correct item at our cost, subject to availability.
If the correct item is unavailable, you may receive a refund where applicable.
6. Sale items
Sale items may be returned provided they meet our standard return conditions, unless the item was clearly marked FINAL SALE / NON-RETURNABLE at the time of purchase.
Nothing in this policy limits any consumer rights that cannot legally be excluded.
7. Custom & made-to-order items
Custom-made, personalised or made-to-measure garments are not eligible for a change-of-mind return because they are produced specifically for the customer.
This does not affect your legal rights where the garment is defective, incorrectly made or does not conform to the agreed specifications.
8. How to request a return
To request a return:
- Email us at admin@tembisascloset.co.za within the applicable return period.
- Provide your order number and reason for the return.
- Wait for return instructions before sending the item.
- Package the item securely to prevent damage during transit.
- Once received, the item will be inspected.
- If approved, your refund or exchange will be processed.
Please do not send items back without first contacting us.
9. Refunds
Approved refunds will be processed to the original payment method where possible.
Processing times may vary depending on the payment provider or bank.
Where a refund is legally required, it will be processed within the applicable statutory timeframe.
For qualifying ECTA cooling-off cancellations, the law provides for a full refund, with the direct cost of returning the goods being the permitted charge to the consumer.
10. Cooling-off rights
Nothing in this policy removes or limits any rights you may have under South African law.
Where the Electronic Communications and Transactions Act applies, consumers may have a 7-day cooling-off right for qualifying online transactions, subject to the statutory exclusions.
11. Exchanges
Exchanges are subject to stock availability.
If your requested replacement is unavailable, we will offer an alternative remedy where applicable.
Any price difference arising from an exchange will be payable by, or refunded to, the customer as applicable.
12. Important
We strongly recommend that customers inspect their orders immediately upon delivery and contact us promptly if there is any issue.
Our returns policy is intended to provide a straightforward returns process while preserving all consumer rights provided by South African law.
For assistance with a return, please email admin@tembisascloset.co.za.