returns & exchanges
REFUND & EXCHANGE POLICY
REFUNDS, RETURNS & EXCHANGES
Cancellation, Exchange, Refund and Return Policy
At 2XU we strive to make online shopping a smooth and hassle-free experience.
We understand that buying online can be tricky without having seen the actual product or trying it on. With that in mind, we happily accept returns and exchanges based on a few T&C's listed below:
You may return the goods within 30 days of the purchase date, provided you have the original proof of purchase/receipt and the item has not been worn or damaged in any way. Any free promotional gift must also be included in the return. Refunds will be processed in the same manner as the original transaction (i.e card or cash). Items bought on SALE may only be returned within 14 days of purchase.
If you require a refund, you must log a return within 30 days from the date purchased. The goods must be in the original, unworn condition. We will refund you in the same way that you purchased the goods.
You can exchange the goods within 30 days from the date purchased. The goods must be in the original, unused condition.
6-month return for faulty goods:
If the product is damaged as a result of a manufacturing defect during normal wear within 6 months from date of purchase, we will refund the product provided you bring proof of purchase.
We will not refund/exchange any items if:
- Damaged by abuse or negligence (exposure to high heat, sharp object, etc.)
- Damaged by misuse or activities other than the intended purpose (e.g. use of running shoes for court sports, etc.)
- Not cared for according to the wash/care instruction labels.
Please note that the lifespan of any item is unique to each individual person due their usage/wear. Damage due to normal wear & tear will not be replaced.
For hygiene reasons, Mask, sport mask, hijab and underwear (excluding bras) cannot be returned or exchanged.
How to Return a Product?
All returns must be accompanied by a receipt. If you don’t have your receipt, we will not be able to credit your purchase and the current price will apply. Goods need to be unused, in a resaleable condition, and have all tags/labels still attached. Due to hygienic reasons, swimwear, underwear (excluding bras) and face coverings (Hijab, Mask & Sports Mask) cannot be returned or exchanged.
Email our Customer Care team email@example.com.
Customer Care Teams will arrange for the product to be collected by Courier.
Place Product together with original swing tickets along with your completed returns document and original invoice in the bag which will be provided by our Courier.
Want an exchange?
- We will arrange courier collection and send you the exchange unit free of charge.
- Customer Care Teams will arrange for the product to be collected by Courier. Place Product together with original swing tickets along with your completed returns document and original invoice in the box in which it was delivered in.
- You may return an unwanted product to us, provided:
- Original price tags attached
- Was purchased online
- Once we have inspected and validated your return, we create the voucher with purchase price of the product within 8 days of return (or refund if that is your preference)
We may refuse a return if the unwanted product is returned damaged, or not in a re-saleable condition or missing any accessories.
Customer Care Teams will email the voucher code, in order for you to re purchase.
- Should you need assistance as to how to use the voucher code please do not hesitate to make contact with the customer care team;
Email our Customer Care team firstname.lastname@example.org
How are refunds processed?
- Customers are entitled to return their purchase together with their original receipt within 30-days of purchase and receive a refund for the items returned.
- Products will not be accepted for a refund or exchange after the 30-day period, unless due to a manufacturing fault. Sale items will not be accepted for a refund or exchange after the 14-day period.
- We are committed to process returns and refunds as quickly as possible - EFT refunds can take up to 5 working days after receipt of items. Peach Payments refunds can take up to 7-10 working days after receipt of items.
Faulty or defective product?
We do our best to ensure that the products we deliver are of high quality and without defects. A defect is a material imperfection in the manufacture..... The following will not be regarded as defects:
- Faults resulting from normal wear and tear,
- Damage arising from negligence, user abuse or incorrect usage of the product.
You can either return your product by contacting our Customer Care Team on email@example.com.
Which items cannot be exchanged or refunded?
Items marked as “SALE” may not be refunded, after the cooling off period
of 14 days but we will gladly exchange the product at the sale price
Items purchased at or through another Supplier (2XU product should be
returned to the original Supplier from which the item was purchased)
- Product without original price tags attached
- Product that has been altered, washed, or abused.
- Gift Cards.
How do I return an item I received as a gift?
- You can either return your product to any 2XU Store within South Africa or by contacting our Customer Care Team firstname.lastname@example.org
- Items may be exchanged for goods of the same value, provided the product is:
- Original price tags attached
- Was purchased at www.2xu.co.za
The original gift receipt or purchase receipt must be presented