Refund policy

Exchange Process:

One exchange per order is allowed.

Option 1 - We collect the parcel from your address

1. Complete your request via our Online Exchange Portal (select "Pick-up Services")
2. Wait to receive the approval confirmation via email
3. We make it easy for you! If you want us to collect the item(s) we will prepare a payment email for you, in the form of an Order Confirmation.
4. From this payment email you will pay the amount of R99.00 to exchange your item(s). That covers the courier costs to collect the item(s) from you. The cost to send the new item(s) to you, will be on us - Pasella!
5. You can pay using any of the payment providers available on our online store.
6. After the payment clears into our account, we will make a booking with the courier to collect the parcel from your address and send you the waybill via email.
7. Exchanges are only available to customers who have made a purchase in the past 30 days.
8. Your exchange can take between 10 to 14 working days to complete.

Option 2 - You arrange your own courier**

1. Complete your request via our Online Exchange Portal (select "Ship with own courier")
2. Wait to receive the approval confirmation via email, you will have to provide us with your #RMA number when shipping the parcel to our address.
3. Send the parcel to the following address: Bergzicht Office Park, Unit 34, Allen's Nek, Johannesburg, 1709.    
4. Contact number: 0647544555
5. Exchanges are only available to customers who have made a purchase in the past 30 days
6. Your exchange can take between 10 to 14 working days to complete

Option 3 - Make an appointment to exchange in store*

1. Complete your request via our Online Exchange Portal (select "return to store location in person")
2. Wait to receive the approval confirmation via email.
3. When you make an appointment, you will have to provide us with your #RMA number in order for us track the exchange on our system.
4. Arrange an appointment (Call or Whatsapp) on 0647544555
5. Address: Bergzicht Office Park, Unit 34, Allen's Nek, Johannesburg, 1709. Weekdays only
6. Exchanges are only available to customers who have made a purchase in the past 30 days
7. Your exchange can take between 10 to 14 working days to complete.

**In the event that a parcel is returned for an exchange without the #RMA Number, we cannot guarantee that the exchange will be completed within 10-14days. If a parcel is returned without logging the exchange or return through our Online Exchange Portal, we reserve the right to decline the exchange or return if it does not comply with our exchange/return requirements.

To qualify for exchanges or refunds:

• Exchanges are only available to customers who have made a purchase in the past 30 days
• Your item(s) must be Unused, Unworn, in a re-sellable condition and in its original packaging. Item(s) that have been worn, are damaged or packaging that have been damaged will not be eligible for exchange or refund, and may in some instances incur a handling fee

Please handle the shoebox with care when returning it and kindly avoid using tape or writing on the box to prevent any damage.

• Non-returnable items: 
  The following items will not qualify for exchanges or refunds:

  • Gift cards;
  • Items bought on Sale;
  • Discount Coupons; and
  • Items purchased at Markets and Expo's*
  • A product that has been misused or purposely damaged

Refunds (if applicable) 
Once your returned item(s) is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund and request your banking details.
If you are approved, refunds will only be processed back into the account used for the original payment. Once the necessary information is send to our accounts department, please allow up to 7 days for the refund to be processed.

All items brought at a market or expo DO NOT qualify for Refunds and cannot be returned.

Late or missing refunds (if applicable) 
If you haven’t received a refund yet, first check your bank account again. 
Then contact your credit card company, it may take some time before your refund is officially posted. 
Next contact your bank. There is often some processing time before a refund is posted. 
If you’ve done all of this and you still have not received your refund yet, please contact us at hello@uinshoes.co.za. 

Sale items (if applicable) 
Only regular priced items may be refunded, unfortunately sale items cannot be refunded. 

Shipping 
You will be responsible for paying for your own shipping costs for returning or exchanging your item. Shipping costs are non-refundable. Should you request the item to be collected for a refund, the cost of return shipping will not be deducted from your refund, please proceed to pay the return courier shipping fee seperatly. If you return the parcel to be exchanged for another size, we will courier the exchanged item to you for free.

One exchange per order is allowed.

Depending on the area where you reside/work/relax, will influence the delivery timeframe for your exchanged product to reach you.

Product Variations from Product Photo

Pattern variations may occur on similar styled items due to sizing.

Actual colour of the product may appear different from the product photo due to lighting.