Return & Refund Policy

At Ebeez Brandz, we aim to provide a clear and transparent return process. This policy applies to products purchased through our website and is aligned with the South African Consumer Protection Act (CPA).

Returns Overview

• Returns may be requested within 14 days of delivery for eligible items.
• Items must be unused, unopened, and returned in their original packaging where applicable.
• Return shipping costs are the responsibility of the customer, unless the item received is defective or incorrect.
• Returns are handled through courier collection once the return request has been approved.
• Refunds are processed within 5 business days after the returned item has been received and inspected.

1. Return Window

Customers may request a return or exchange within 14 days of receiving the order, subject to the conditions outlined in this policy and applicable provisions of the Consumer Protection Act (CPA).

Returned items must meet the eligibility requirements before a refund, replacement, or exchange can be processed.

2. Return Eligibility

A return request may be approved in the following situations:

• The item arrived defective or damaged
• The incorrect item was delivered
• The issue is reported within 14 days of delivery
• Supporting proof is provided (such as photos or video where necessary)
• The item is returned in its original condition and packaging, where applicable

To submit a return request, please provide:

• Order number
• Product name
• Description of the issue
• Clear photos or video showing the issue, if applicable

Once a return is approved, the return will be arranged via courier collection. We do not offer in-store returns.

3. Fragrance Products

Due to hygiene and product safety considerations, fragrance products are generally not eligible for return unless there is a verified issue.

Fragrance returns may be accepted if:

• The product arrived damaged or leaking, or
• An incorrect product was delivered

The following conditions must also be met:

• Supporting proof is provided
• The bottle remains mostly full
• The product is returned with its original packaging, where available

Fragrance products cannot be returned for reasons such as:

• Personal preference regarding scent
• Product performance expectations
• Damage occurring after delivery
• Items that show signs of use, tampering, or missing packaging

To assist with product verification, batch numbers may be recorded before dispatch and may be checked during the return process.

4. Exchanges

Exchanges may be offered depending on product availability and eligibility.

An exchange may be approved if:

• The incorrect product or variant was delivered
• The item is confirmed defective
• A size exchange is requested for sneakers

Sneaker Exchange Conditions

Sneaker exchanges may be accepted if the product:

• Has not been worn outdoors
• Shows no creasing, dirt, marks, or odours
• Is returned with the original box, packaging, and tags

5. Return Shipping Costs

Return courier costs depend on the reason for the return.

Ebeez Brandz covers return shipping if:

• The item is defective
• The incorrect product was delivered

Customers are responsible for courier costs if:

• The return is for a size exchange
• The item is returned for other non-defective reasons where applicable

6. Inspection of Returned Items

All returned items are inspected after they are received.

If a product is confirmed to have a defect in accordance with the Consumer Protection Act (CPA), we may provide one of the following:

• Replacement
• Exchange
• Refund

If the issue is determined to have occurred after delivery, the return request may be declined.

7. Refunds

Refunds are issued only after the returned item has been received and inspected.

Approved refunds are:

• Issued to the original payment method used during checkout
• Processed within 5 business days after inspection

Processing time may vary depending on the payment provider.

8. Return Handling

For approved returns:

• Courier collection will be arranged
• Items should be securely packaged to prevent damage during transit
• Refunds or exchanges are processed after inspection of the returned item

9. Return Policy Misuse

Return requests may be declined if:

• Required proof is not provided
• Items show signs of use, damage, or alteration
• The return request is made outside the allowed timeframe
• The return does not meet the eligibility conditions described in this policy

10. Contact Information

If you need assistance with a return or exchange, please contact us and include your order number.

Email: sales@ebeezbrandz.co.za
Phone: +27 83 963 2329