Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@teenoir.store. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@teenoir.store.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@teenoir.store.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Returns

You have 7 days from the day you receive your order to request a return.

To be accepted, items must be returned:

Unworn and unused, with no signs of wear
Undamaged, unwashed and unaltered, free of marks, make-up, deodorant, fragrance or pet hair
With all original tags and labels still attached
In their original packaging

How to start a return

Email info@teenoir.store within 7 days of delivery with your order number and the item you would like to return, and we will send you return instructions.

Please do not send anything back before contacting us — returns sent without prior arrangement may not be accepted.

Assessment

Every returned item is inspected on arrival before a refund is approved. We check the condition against the requirements above.

If the item passes inspection, your refund is approved and processed.
If the item shows wear, damage, alteration, or is missing its tags, the refund is declined. We will contact you and return the item to you at your cost.

We aim to complete the assessment within 3 business days of receiving your parcel.

Refunds

Approved refunds are paid to the original payment method. Once processed, allow 5–10 business days for the funds to reflect, depending on your bank or card issuer.

Your original R150 shipping charge is not refunded on change-of-mind returns.

Return shipping

For change-of-mind returns, return shipping is for your account.

If the item is faulty, damaged in transit, or not what you ordered, we cover the return shipping and arrange collection with The Courier Guy. Contact us within 48 hours of delivery in that case, with photographs.

Exchanges

We do not process direct exchanges. If you need a different size, return the item under this policy and place a new order.

Your rights under South African law

Nothing in this policy limits your rights under the Consumer Protection Act 68 of 2008 or the Electronic Communications and Transactions Act 25 of 2002.

That includes your right to return goods that are defective, unsafe or not as described within 6 months of delivery for a repair, replacement or refund. The condition requirements above apply to change-of-mind returns, not to faulty goods.