Overview
We want you to be happy with your PUNK RAVE order, but we also ask customers to choose carefully before purchasing. Many items are ordered, allocated, or fulfilled specifically for the customer, often through our international warehouse.
Our default remedy for approved non-defective returns is store credit, not a cash refund.
Nothing in this policy is intended to limit any rights you may have under applicable South African consumer law.
- Change-of-mind returns
We do not offer cash refunds for change of mind, incorrect size selection, colour preference, style preference, unsuitable event timing, missed events, delayed personal planning, or because you no longer want the item.
Where we agree, in our discretion, to accept a non-defective item back, we may issue store credit, subject to the item being:
- unused;
- unworn;
- unwashed;
- undamaged;
- in its original packaging;
- with all tags, labels, accessories, and inserts intact; and
- returned within the approved return window.
Courier costs for change-of-mind or size-exchange returns are for the customer’s account.
- Size exchanges
If you ordered the wrong size, you may request a size exchange within 10 days of receiving the item.
A size exchange is subject to stock availability. If the requested size is not available, we may issue store credit instead.
The customer is responsible for the courier cost to return the item and the courier cost to send the replacement item.
- Store credit
Where a return is approved for a non-defective item, the remedy will usually be a PUNK RAVE store credit.
Store credit:
- is not redeemable for cash;
- may be used toward future purchases on punkrave.co.za;
- excludes original shipping/courier fees unless we agree otherwise;
- may be reduced by courier costs, inspection costs, or restocking fees where applicable.
- Items that cannot be returned unless defective
The following items cannot be returned for change of mind, size exchange, or store credit unless they are defective:
- lingerie, underwear, hosiery, bodysuits, swimwear, intimate items, or hygiene-sensitive items;
- custom orders, special orders, made-to-order items, pre-orders, or items ordered by special arrangement;
- sale, clearance, discounted, or final-sale items;
- items that have been worn, washed, used, altered, damaged, perfumed, stained, or marked;
- items without original packaging, tags, or labels;
- gift vouchers or store credit;
- consumable items.
- Defective or factory-fault items
If you believe an item has a factory defect, please contact us as soon as possible at info@punkrave.co.za with:
- your order number;
- clear photos or video of the alleged defect;
- a description of the issue;
- photos of the packaging, labels, and item condition.
We may need to inspect the item or refer it to the supplier/manufacturer for assessment.
A factory defect does not include:
- normal wear and tear;
- damage caused by misuse, incorrect washing, incorrect storage, incorrect handling, or accidental damage;
- damage caused after delivery;
- fit or sizing issues;
- colour differences caused by screen settings or lighting;
- loose threads or minor variations that do not affect the use of the item;
- damage caused by alterations or repairs not authorised by us.
Where the item is confirmed to have a factory defect, we will deal with the matter in accordance with applicable consumer law. Where legally permitted, we will first try to repair or replace the item. Where a repair or replacement is not possible or where a refund is legally required, we will discuss the available remedy with you.
- Event deadlines and late ordering
We do not refund orders because they did not arrive in time for an event, festival, photoshoot, performance, birthday, wedding, holiday, or other fixed date, unless we expressly guaranteed that delivery date to you in writing before you placed the order.
Customers are responsible for ordering early enough and for considering weekends, public holidays, fulfilment time, courier time, and possible delays.
- Return process
To request a return, email info@punkrave.co.za within the applicable return period.
Please do not send items back without written return authorisation from us.
Once your return is approved, you must package the item securely for courier transport. Items damaged during return transport because of poor packaging may be refused.
- Courier fees
For non-defective returns or exchanges, all courier costs are for the customer’s account.
For confirmed defective goods, courier costs will be handled in accordance with applicable consumer law.
- Restocking fee
Where we approve a discretionary return of a non-defective item, we reserve the right to charge a restocking fee of up to 25% of the product price. This may be deducted from the store credit issued.
- Original shipping fees
Original shipping, courier, fulfilment, or delivery fees are not refundable and do not form part of store credit, unless required by law or agreed by us in writing.
Contact
For returns and exchanges, contact:
info@punkrave.co.za
