Refund policy

Returns

If you are unhappy with your purchase for any reason, we will do a full refund provided:

• The return is logged with us via email within 7 days of the date you received the item
• The item is unworn and in the same condition you received it – with all tags and accessories (where applicable) present and in its original packaging (where applicable

Terms and conditions of Refunds:

• The returning of an item/(s) is for your account. Items must be returned to our offices via a tracked courier service, and the tracking number should be sent to us together with an estimated date of arrival. Alternatively you may return items in person to our offices in Johannesburg upon prior arrangement.
• Please do not return any items until we have acknowledged receipt of your returns log email
• We do not accept any responsibility for items lost or damaged in the courier process and will not be able to refund you for items not returned to us
• Once we have received your returned item, it will be inspected. We will notify you that we have received your return as well as notify you of the approval or rejection of your refund within 3 working days:
• If your refund is approved, we will reimburse you and the credit will automatically be applied to the method of payment used to make the purchase.
• Please note: It may take up to 7 working days for the credit to reflect in your account if done via EFT, and longer if done via Payfast.
• If you return a product that does not comply with our refund policies, and your return is denied, you will be liable to pay all Courier costs associated with the collection and delivery of the products

Refunds will not be done under any circumstance if:

• It is a sale item
• It is a custom ordered size/colour/print
• It is a gift card
• The return is logged after 7 days
• The item has been worn and/or the tags are taken off
• The item has been altered in any way
• The item was not bought directly from our online store (see “retail partners” below)
• Should an item be returned without any relevant accessories, we are entitled (subject to applicable law) to refuse the return, or to estimate the approximate value of the missing accessories and deduct that off the total refund amount.

Exchanges:

You may exchange an item provided the item/s follows all above stated conditions of returns

• We will exchange the item provided we have the size/colour requested
• We offer 1 free exchange (collection of the returning item and delivery of the new item) – Any subsequent exchanges will be for your account for both return and delivery. Alternatively we do offer in-person exchanges at our offices in Johannesburg upon prior arrangement.
• Should we not have the size/colour requested, a full refund will be done or an alternative item/s will be offered to you.
• Should you choose to take the refund option instead of an exchange, all return policies will apply, and returning the item to us will be for your account.
• Any differences in price between exchange items will need to be paid to us before release of the new item/s. Should the item you select for exchange be less than the one you bought – we will refund the difference via the payment method used/EFT if applicable.
  
• We reserve the right to use our discretion (where applicable by law) regarding courier fees in the exchange process.
  
• We do not accept any responsibility for items lost or damaged in the postal or courier process and will not be able to exchange an item for you if the original item is not returned to us or is returned in condition any different to that in which you received your items

Made-to-order Styles:

Made-to-order styles are made up with love especially for you. Because of this, we do not offer refunds on these styles, however we do offer one exchange for sizing reasons.

All exchange policies apply.

Please allow the same delivery timeline for your exchange size.

Custom/Special Orders:

For custom/special orders, please email romy@fluidityclothing.co.za

We offer custom colours/prints on existing styles (fabric availability dependent), but do not offer alterations/additions to existing styles.

If you have contacted us to make up and existing style in a custom selected colour/print/size, please note we do not allow returns or exchanges as these garments are made as once-offs especially for you.

For this reason, we ask that you please make 100% sure of your size and colour selection prior to ordering.

Defective Goods:

We ensure that our products are of a high quality, but under the rare circumstance that you should receive a defective product, we will either replace the product or issue you with a full refund provided:

• The defect was not as a result of normal wear and tear
• The defect was not as a result of alterations
• The defect was not as a result of negligence, user abuse or incorrect usage

Full refund and/or exchange policies and procedures will apply.

• Should we find that the item was not defective due to our doing, all courier fees for delivery, return and re-delivery will be recouped prior to refunding you the balance/returning the item to you.

Wrong Product Delivered:

If we accidentally deliver the wrong product to you or if the product is not as described on the Website (We reserve the right to use our own discretion in judging this), or if it is missing any accessories, please notify us within 7 days of receiving your parcel by logging into your account / visiting "order status".

Once we have looked into this matter we will notify you of the approval or denying of the reported issue within 5 working days. We reserve the right to use our discretion on whether the item needs to be returned to us on your account or if this cost will be covered by us, depending on the circumstances.

Once we have inspected the product and validated your return, we will, at your choice, deliver the correct product to you as soon as possible (if the correct product is available), deliver the missing accessories to you, or issue a full refund.

All refund and/or exchange terms and conditions apply, and should it be deemed an error on your side, even after initially approving and receiving the item back, you will be liable to pay all associated courier fees, which can be taken off the total refunded amount.

Should we find that it was an error on our part, courier fees will be covered by us.

Address:

The full address for returns/exchanges will be provided once we have received your return/exchange request. Our offices are based in Sandton, Johannesburg

Please log all return/exchange/defect queries via your online account by logging in or by visiting "order status"

 

Have you purchased your item/s at one of our retail partners?:

Please contact them directly for information about and assistance with their return and exchanges policies. We only offer the above terms on item/s purchased directly from our online shop

Acceptance of the Above Terms:

By using our website, you implicitly signify your acceptance of all terms stated above

We reserve the right to change any of our refund and/or exchange policies at any time

By continuing to use our website after any changes made to the refund/exchanges policies, you implicitly signify your acceptance of these changes