Returns Policy
Returns 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 unused and in the same condition that you received it. It must also be in its original packaging. To complete your return, we require a receipt or proof of purchase.
To start a return, you can contact us at sprizl@quenchedculture.co.za. Please note that returns will need to be sent to the following address: 8 Frangipani Lane, Simbithi Eco Estate, Ballito, KwaZulu-Natal, South Africa, 4390.
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 will be responsible for the cost of shipping to return your item. The original shipping costs you paid to receive your order are non-refundable.
If you are shipping an item over R1000, we recommend that you consider using a trackable shipping service or purchasing shipping insurance. We can't guarantee that we will receive your returned item.
You can always contact us for any return question at sprizl@quenchedculture.co.za.
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
Our return policy on non-perishable goods lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
Additional non-returnable items:
- Gift cards / vouchers
- Customised / personalised products
- Some health and personal care items
- Sale items: only regular priced items may be returned. Unfortunately sale items cannot be returned or refunded.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at sprizl@quenchedculture.co.za to discuss.
If you are eligible for an exchange, please send your item to: Quenched Culture, 8 Frangipani Lane, Simbithi Eco Estate, Ballito, KwaZulu-Natal, South Africa, 4390.
Depending on where you live, the time it takes for your exchanged product to reach you may vary.
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 (if applicable):
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 sprizl@quenchedculture.co.za.
Please note that shipping costs are non-refundable.
Gifts:
If you wish to return a gift, and the item was marked as a gift when it was purchased and was shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift voucher will be emailed to you.
If the item wasn’t marked as a gift when it was purchased, or the purchaser had the order shipped to themselves to give to you later, we will send a refund or voucher to the original purchaser.