Refund policy

Return Window

Please submit your return request and send back the item within 20 business days of receiving your order.

Item Condition

Items must be unused, unworn, unwashed, with tags (If Applicable) and original packaging

Not Accepted

Eligible

 Items must be returned within 20 days if not wanted due to size, fit, or not your style, provided they are unused and in original condition. Refund or store voucher options are available

Not Eligible

Items that are altered, have odour/smell, show wear and tear, are dirty, or have signs of use , (beauty products, cosmetics, jewellery, underwear, swimwear, wigs, and hair products) are not eligible for return or exchange.

Refund Method

Refund - Refunded to original payment method. 

Exchange - A online store voucher will be issued so you can browse, check availability, and choose your preferred item without being rushed

Processing Time

5–10 business days after recieving the return

Shipping Fees

Non-refundable (T's & C's apply)

Customer Pays

Customer covers return courier costs (T's & C's apply)

Cash Refunds

Late Returns

Return requests made after 20 days of delivery will be declined

Inspection Rights

We reserve the right to reject any return that does not meet our conditions

1

Check conditions first — ensure your item meets our return requirements

To avoid your return being rejected

2

Send the item back using your own courier (no email required). You may use PEP Paxi, PUDO Locker, or our drop-off location (see address below). It is recommended to WhatsApp us before sending to notify that you will be returning an item.

To make the process faster and easier for both of us.

3

Include your order number inside the parcel and reason for return (very important)

This helps us identify your return quickly and process it without delays

4

Once sent, WhatsApp us (063 889 9677) your order number + proof of return

So we can track and process your return faster

5

Once received and approved:

• Exchanges: A store voucher will be issued

• Refunds: The amount will be paid back to your original payment method.

• Optional: Customers may choose a store voucher instead of a refund

Faster than exchanges and gives you flexibility to choose again

Address

112 Epping Avenue, Central Park, Unit 9E1,  Elsie’s River, Cape Town, 7490, South Africa

PEP PAXI

PEP Cell, Cpt, N1 City - P4303

N1 City Mall, Louwtjie Rothman Street, Goodwood, Cape Town, Western Cape, 7460

PUDO Locker

The Courier Guy N1 City Mall Locker

Louwtjie Rothman Street, Entrance 3, Ground Flr, 7460, Cape Town, 
Western Cape

Risk Clause

If sent using incorrect details, XD21 is not liable for any loss, damage, or delays