Returns & Refunds

Return Window

Customers may request a return within 14 days of receiving their order for eligible unwanted items, provided the item is unused, unworn, undamaged and in its original packaging with tags attached.

This 14-day policy does not limit any rights customers have under South African consumer law.

Return Costs

• Unwanted/change-of-mind returns: Return shipping costs are paid by the customer.
• Wrong item received: Urban Street Culture will cover the return shipping cost.
• Damaged or defective item: Urban Street Culture will arrange or cover the reasonable return cost after the issue has been verified.
• Exchange: The applicable return shipping cost will be communicated to the customer before the exchange is processed.

Important

Customers should contact us before sending any item back so that we can provide the correct return instructions.

Defective or Non-Conforming Goods

Our 14-day return window applies to unwanted (change-of-mind) returns. It does not limit your rights under the Consumer Protection Act. If a product is defective, unsafe, or not of the quality or description you ordered, you may return it within six (6) months of delivery and choose a repair, replacement or refund, as provided by law.

Refunds

• Once a returned item has been received and inspected, we will let you know whether the return has been approved.
• Approved refunds are made to the original payment method: card and other Payfast payments are refunded via Payfast, and bank-transfer payments are refunded to the bank account you provide.
• Refunds are processed as soon as possible and in any event within 30 days of the return being approved.
• For unwanted items, the original delivery charge is not refundable unless required by law. For wrong, damaged or defective items, the full amount paid, including delivery, will be refunded where a refund is the appropriate remedy.

How to Request a Return

Email tshele@urbanstreetculture.co.za with your order number, the item(s) you want to return, the reason for the return and, for damaged or incorrect items, photographs of the item and packaging.

See also our Terms & Conditions and Shipping Policy.