Return Policy

Returns Policy

1. Returns and Exchanges
All products are returnable or exchangeable for any reason if returned within 30 days of the original purchase date. While we wish we could magically return your item for you, we understand that returns or exchanges are sometimes necessary when ordering online. Just like shopping at your local mall, it’s your responsibility to send the item back to us for a replacement. We recognize that circumstances can vary, and we strive to minimize your expenses—after all, that’s why we started Genderwear SA. You may exchange your item/s for any of the following reasons:

• Exchanges for sizing issues: We replace the item and invoice only for the second item to be shipped back to you. This means that if you return an item for a replacement, we will send you the new item but will charge you for the shipping of that second item. Essentially, we’ll replace the original item, but you’ll need to cover the shipping cost to send the replacement back to you.
• Exchanges/Refunds for quality issues: We stand by the quality of our products. If you encounter a manufacturing defect within the first 6 months of purchase, we will replace the item and cover the return shipping costs, provided the issue is confirmed to be due to a defect in materials or workmanship. After 6 months, normal wear and tear, which can affect the durability and performance of the item, is not covered under our exchange policy. If the issue is determined to be the result of incorrect usage or improper care, shipping costs for the exchange will be invoiced to you. Please follow the care instructions provided to extend the life of your product.
• Refunds: Refunds are available for any reason, as long as it is within 30 days of purchase and is dependent on the product being returned to Genderwear SA. Refunds are issued less the original shipping.

This list is based on section 42(2) of the Electronic Communications and Transactions Act no. 25 of 2002 and ignores section 16 of the Consumer Protection Act no. 68 of 2008 as we have assumed all sales will be online.

2. Goods That Cannot Be Returned
Due to health and safety regulations under the Consumer Protection Act (CPA) 68 of 2008, we are unable to accept returns or exchanges on certain personal items, such as underwear and underwear accessories, once they have been worn or removed from their original packaging. This policy is in place to ensure the hygiene and safety of all our customers. We encourage you to carefully review sizing information and contact us if you have any questions before making a purchase. Goods that cannot be returned include:

• Underwear
• Fabric Cups
• Bespoke orders

You are still able to get a refund if the goods were defective in some way (see our section on ‘Exchanges/Refunds for Quality Issues’ above).

This list is based on section 42(2) of the Electronic Communications and Transactions Act no. 25 of 2002 and ignores section 16 of the Consumer Protection Act no. 68 of 2008 as we have assumed all sales will be online.

3. Unwanted Products
At Genderwear SA, we allow you to return any goods or services not mentioned in the sections above, even if they are not defective, if they were bought in the last 30 days. After the 30-day period, you can only get a refund if the goods or services were defective.

4. Goods Damaged on Delivery
Goods that are damaged on delivery are considered to be ‘defective goods,’ and the same procedure for returning them applies. See how to do that below.

5. Defective Goods or Services
Before you return any of our products, please ensure that they are indeed defective. A defect refers to a significant imperfection or flaw in a product that makes it fall short of what a reasonable person would expect. Examples of defective goods would include:

• Binding products that do not function as intended,
• Shapewear with faulty stitching or seams,
• Garments that do not meet the stated quality due to a manufacturing error.

Goods damaged for the following reasons are NOT considered defective:

• Improper use or failure to follow the care instructions,
• Damage caused by external factors, such as electrical surges, sea air corrosion, or water damage,
• Unauthorized modifications or alterations to the product,
• Negligence or failure to care for the product properly.

If you receive a defective item, you may return it within 6 months of purchase. While our products come with a standard 6-month warranty, certain items may have a longer warranty period, which will be clearly stated at the time of purchase.

6. How to Return Goods
If you need to return goods, please:

• Contact us first to obtain a return reference number so we know you are returning the goods,
• Package the products as safely and securely as you can, using the original packaging if possible, and include all accessories that you received,
• Mark your return reference number on the returned goods.

We will contact you to set out how we will arrange for the goods to be collected.

7. Charges for Returns
If the goods are not defective, we may charge a reasonable fee for return delivery. We will not charge a fee if the goods are defective. If the incorrect size was ordered, additional shipping costs may apply.

8. Refunds
You can choose either a replacement product or a refund. Refunds will be processed using the same method you used for the original purchase, through the Netcash payment platform. All refunds must be processed into a bank account and cannot be made in cash.