Return, Refund & Non-Collection Policy

Returns

  • Return Window: You have 7 working days after receiving your purchase to request a return. If 7 working days have passed since the delivery date, we will not be able to accept your return. Please ensure you request a return within this time frame.

  • Store Credit: Items must be returned within 7 working days of the delivery date to receive store credit, which can be used for future purchases.

  • Restocking Fee: If your return arrives after the 7-day window, a 25% restocking fee will be charged. This fee is 25% of the value of the item being returned.

  • Condition of Items: Items must be returned in their original, unused condition, which means:

    • Unworn: The item has not been worn.
    • Unaltered: No changes have been made to the original design.
    • Unwashed: The item has not been washed. Items must include original packaging, tags, and any accessories. If these conditions are not met, the return may not be accepted.

  • Return Process: To return an item, you will need to provide your order number and proof of purchase (receipt or confirmation email). We can arrange the return at your cost, or you can use your own courier (you will be responsible for delivery and collection costs).

  • Fulfillment Errors: If we made an error with your order (e.g., wrong item or incorrect size), we will cover all shipping costs for the return and send you the correct item.

  • Shipping Costs: Shipping costs are non-refundable. If a refund is approved, the cost of return shipping will be deducted from the refund amount.

  • Trackable Shipping: For items valued at over R600, we recommend using a trackable shipping service or purchasing shipping insurance to ensure the item is returned safely. Without tracking, we cannot guarantee the item’s safe arrival.

Consumer Protection Act (CPA)

Under the Consumer Protection Act (CPA), you have certain rights as a consumer, including:

  • Repairs, Replacements, or Refunds: If the item is defective, faulty, or misrepresented, you can choose between a repair, replacement, or refund. If repaired, the repair must last at least three months, or you can request a replacement or refund.

  • Direct Marketing Purchases: If you bought the item through direct marketing, you can return it within 10 business days for a full refund. Notify us in writing within 5 business days if you wish to cancel the purchase. You will be responsible for return shipping costs, and the refund will be processed within 15 business days after we receive the returned goods.

  • Rejected Delivery: If the item does not match the description or sample (e.g., incorrect type, poor quality), you can reject the delivery. In this case, return shipping will be our responsibility.

Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned:

  • Perishable goods (e.g., food, flowers)
  • Intimate or sanitary items, hazardous materials, or flammable goods
  • Tailored items, used items, or items with traces of perfume or washing agents
  • Gift cards and digital products
  • Health and personal care items

Refunds

  • Gift Vouchers: As a general policy, Chepa Streetwear does not offer refunds but will provide store credit or a gift voucher, unless required by law (e.g., Electronic Communications and Transactions Act). Refunds are available in cases of defective items, misrepresented goods, or items not as described.

  • Refund Process: Once we receive and inspect your returned item, we will notify you via email. If the refund is approved, the amount will be credited back to your original method of payment within 5 to 10 working days.

  • Cash Refunds: Cash refunds are only applicable under the following circumstances:

    • Late Delivery: Cash refunds are only applicable if there is a delay beyond the confirmed lead time without prior notification. This applies only when Chepa Streetwear has committed to a delivery date that was then missed without informing the customer. If we notify you in advance of any changes to the delivery date, cash refunds are not applicable.
    • Undelivered items or items received in poor condition.
    • Non-delivery of goods.

  • Refund and Processing Fee: A 10% processing fee will be deducted from the total refund amount to cover necessary costs. As a clothing manufacturer, Chepa Streetwear undertakes a thorough inspection and quality assurance review for returned items, which involves the following:

    • Garment Inspection: Each item must be carefully inspected to verify it has not been worn, altered, or damaged, ensuring it meets our return criteria.
    • Quality Control Review: Returned garments undergo a quality check to assess any potential manufacturing defects or fulfillment errors, as part of our commitment to high standards.
    • Administrative and Banking Costs: Processing a return includes banking fees and administrative handling to finalize the refund.

    This 10% deduction helps maintain these processes, allowing us to ensure quality standards and fair handling for all returns.

     

  • Processing Time: Refunds can take up to 10 business days to reflect in your account. EFT refunds may require verification of your banking details.

Non-Refundable Items

Refunds will not be provided for:

  • Items not collected within 30 days of purchase
  • Items above 2XL size curve
  • Sale items
  • Tailored items or custom-fitted products
  • Used items or items with traces of perfume or washing agents

Refund Request Limitation

  • If we attempt to contact you regarding your order (such as uncollected items) and there is no response after 3 attempts (via phone or email), you will no longer be eligible for a refund.
  • We will maintain records of our communication attempts to ensure transparency.
  • After 30 days of no response following our contact attempts, we will consider the matter closed, and refund requests will no longer be accepted.

Exchanges

We offer exchanges for:

  • Defective or damaged products
  • Items that don’t fit
  • Change of mind, allowing exchange for a different item of equal value

If an item is returned after the 7 working day period, a 25% restocking fee will apply.

Non-Collection of Purchased Items

  • Collection Time Frame: You have 30 days from the purchase date to collect your item. If the item is not collected within this period, the order may be subject to cancellation or additional fees.

  • Non-Collection Fee: If your item is not collected within 30 days, a non-collection fee of 10% of the purchase value or R100 (whichever is higher) will be charged to cover storage and administrative costs.

  • Forfeiture of Goods: After 60 days, uncollected items will be forfeited without refund. This means you will lose the right to claim the item, and no refunds or credits will be issued.

  • Communication: We will make at least 3 contact attempts (via phone or email) before the 30-day collection period expires to remind you about your purchase.

  • Proof of Communication: We will keep records of our communication attempts (emails, call logs) to prove that we have made genuine efforts to reach you.

Lead Time Policy

  • Standard Lead Times: Our standard lead times for orders are between 5 to 7 days or 7 to 10 days, depending on the type and quantity of garments ordered. However, lead times may vary based on our current workload and seasonal demand. We commit to informing clients of the expected delivery time at the point of order placement and during the process.

  • Early Delivery Requests: If a customer requests delivery before the stated lead time after placing an order, the request will be reviewed on a case-by-case basis. Early delivery requests are not guaranteed and may be subject to additional fees to prioritize production.

  • Order Cancellation Due to Early Delivery Requests: If a customer places an order and later requests delivery sooner than the standard lead time, cancellation requests due to unmet early delivery demands will not be eligible for refunds. Customers are advised to place orders in alignment with our stated lead times to avoid scheduling conflicts.

  • Priority Processing Fee: If you would like to request expedited processing outside the standard lead time, a priority processing fee or Urgency Fee will apply. This fee covers the cost of adjusting production schedules to accommodate early delivery requests. Please inquire with our team if you would like to proceed with this option.

Gifts

  • If the item was marked as a gift at the time of purchase, and you return it, you will receive gift credit equal to the value of the returned item.

  • Gift Vouchers: Gift vouchers are non-refundable and valid for 6 months from the date of issue.