RETURN & REFUND POLICY & PROCEDURES
Thank you for shopping with us at Purr and we hope that you love your recent purchase! However, we understand that you may wish to return an item. Please see below for details and instructions of the Purr return policy and procedures.
Product sold to you from www.purr.co.za is shipped to you from Cape Town, South Africa. As such, product sold online and from our physical store in Cape Town comply with the consumer laws of South Africa.
When placing your order with Purr, you automatically agree to all information below.
Regrettably we cannot offer returns, refunds or exchanges on international orders - the reason being that South Africa customs charges us import duty & VAT to bring the item back into the country and it becomes an unjustifiably costly process - sorry!
Please note that refunds are only given for the original purchase price of the item and not for shipping. In the case that you qualified for free shipping, an amount of R99 for shipping will be deducted from your refund amount. Shipping costs are non-refundable and all costs & liability for return shipment are the responsibility of the customer.
PLEASE NOTE ALL RETURNS OF IN STORE OR ONLINE PURCHASES WHETHER DEFECTIVE OR SIMPLY UNWANTED MUST BE REQUESTED WITHIN 5 DAYS OF RECEIPT IN STORE OR DELIVERY OF YOUR PURCHASE TO THE SPECIFIED DELIVERY ADDRESS. ONCE AUTHORISED, THE RETURN MUST BE DELIVERED TO PURR WITHIN 10 BUSINESS DAYS.
Items must be returned in original and unused condition with all price labels and swing tags/packaging intact and in a sellable condition.
Successful return requests are eligible for a refund or store credit voucher.
Exchanges are only possible in store subject to availability.
Store credit can only be used ONCE and cannot be reimbursed again.
Purchases made with store credit cannot be returned.
Store credit is valid for 3 years from date of issue.
Certain types of products are exempt from being returned:
• We do not accept return requests of face masks and products that are intimate, such as swimwear, underwear, bodysuits, hosiery, socks and earrings.
• We do not accept return/refund of gift vouchers
• We do not accept any return, exchange or refund requests on SALE items purchased online or at our physical store. All sales on reduced price products are final. No exceptions.
Purr has the right to refuse any return merchandise within reason.
We urge our customers to select carefully and reference our sizing charts prior to any online purchases. Our physical store staff will be happy to help with questions regarding sizing, styling and fabrication or order placement during our regular trading hours.
*Please note that our sizing charts are to be used only as a guide and that measurements can vary slightly from style to style due to cut, design or fabrication.
Please see the "Online Returns" or "Store Returns" sections for the returns process most relevant to your situation.
Please read these terms and conditions carefully before initiating your return. By initiating your return, you agree to the terms and conditions set out below.
All return requests must be made within 5 days from the delivery date of your online order. Please ensure items have not been worn or washed and are in their original packaging.
Please keep your receipts/invoices, as you will be asked for proof of purchase.
Successful return requests will be authorised via email and are eligible for a refund or store credit voucher, which can be used online or in our physical store, if they are delivered to our physical store within 10 business days of the return authorisation.
Store credit vouchers are valid for 3 years from date of issue.
Store credit can only be used once.
Store credits are to the value of the original purchase price of the successfully returned item(s). Any and all shipping fees are not reimbursed.
We do not process straight exchanges. If you require a different size, you will need to return your item for a store credit voucher. You can then use this to purchase your correct sizing or another item.
*Note: Sizing is subject to product availability.
STAGES OF YOUR RETURN
1. Initiate Return
This can be done by emailing us to firstname.lastname@example.org with your order number and details of what you wish to return or by logging a return online here.
2. Return Authorised
Once we have reviewed and approved your initiated return request, we will authorise it via email and provide you with a return authorisation. Please do NOT send back your return prior to authorisation of your request. Any returns sent back without authorisation will be rejected.
Return Address will be provided with your Mandatory Return Authorisation.
You may then prepare to send your parcel to us via a reputable courier company service so that we may monitor the safe journey to us and receive it within 10 business days from being provided with the return authorisation.
Please be sure to include a copy of your return authorisation with your return item.
Once collected, please email our team at email@example.com with a tracking number and relevant courier contact details.
3. Return Received
We will notify you once we have received your parcel.
Once the return has been delivered to us, please allow up to 10 business days for our team to quality check and approve the return item.
You will be notified via email if it has been approved for a return.
4. Refund processed or store credit voucher issued
Once your return has been approved, we will either process a refund or issue you with a store credit voucher via email to the value of the original purchase price of the approved return item/s. (Shipping costs will not be refunded)
We will process your refund via our payment gateway, Payfast, and it can only be done to the same account that was used for the purchase. Please allow 5 - 15 working days for the refund to process (this is the amount of time they stipulate)
You can use the store credit voucher in store or online within 3 years purchase your correct size or a new item.
• Any and all returns sent back without an authorised return request and a Return Authorisation form included in the parcel will not be accepted or processed.
• Any and all returns are sent back to Purr at the customer's own risk.
• Purr is not liable for such parcels that are lost in transit.
• Please note that the return cost will be that of the customer’s own expense and will not be reimbursed unless the product is defective.
All return requests for items bought in our physical store must be made within 5 business days of purchase and if the request is approved, the item/s must be received by us within 10 days of such return authorisation.
Simply drop by the store, send us an email to firstname.lastname@example.org or give our friendly and helpful staff a call in advance.
Please ensure that the item has not been worn or washed, that all price labels and swing tags/packaging are still intact and you have your receipt.
CASH REFUNDS OR INSTANT REFUNDS TO A BANK CARD IN STORE ARE NOT POSSIBLE. You will need to provide your banking details for a refund to be processed via EFT. We can only refund to a South African current bank account.
*Please note: We CANNOT accept return parcels delivered to us without prior return request approval. We CANNOT ship out exchanges to our travelling customer's home countries.
If the item was marked as a gift when purchased and shipped directly to you, a refund can only be given to the person and to the same bank account from which the purchase was made. You will, however, be eligible for a store credit voucher for the value of your return. The return cost will be that of your own expense and will not be reimbursed unless the product is defective. Once the returned item is received in good order within the relevant specified time frame, a gift voucher code will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver received or had the order shipped to themselves to give to you later, we will refund the gift giver or send the store credit voucher to the gift giver and he/she will find out about your return.
For any claims of manufacturing defects, please email us immediately to email@example.com with imagery and a detailed description of your concern and we will assist as best as possible.
Defective products must be returned to us for assessment before refunds, credits or exchanges will be approved. Please note that assessment is handled by our suppliers and as such can take up to 10 working days for approval or rejection of the returned product once received by Purr. You will be notified of the outcome of the assessment via email.
If the return is approved, then your refund or exchange will be processed.
Please note that there are certain situations where only partial refunds are granted (if applicable):
• Any item not in its original condition, has been washed or used, is damaged or missing parts for reasons not due to our error
• Any item that is returned more than 30 days after delivery
A “Defective Product” is one which contains a material imperfection in the manufacture or design that renders the product less acceptable or useful than reasonably expected, under the circumstances. The product must be defective in itself (due to manufacture or design fault) and not damaged due to inappropriate use. When returning a product after the standard returns period, a customer must provide full reasons for alleging that the product is defective, including stating how the product was utilised during the period that it was in the customer’s possession. Please note the life expectancy of any Product depends on the individual using the Product, the conditions of use, and the characteristic wear patterns of the user. Our Products damaged by normal wear and tear or that have exceeded the reasonable lifespan of the Product are not replaced.
Thank you for shopping with us at Purr.