Refund policy

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

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 an online return, you can contact us at support@code-sa.com. 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 questions at support@code-sa.com 

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.

Refunds

Once you proceed with an online return. 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. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Once you proceed with an in-store return, the store manager will inspect the item, ensure that all the tags are on the items & the item is not worn. Once approved you will either receive the cash, a voucher or refund directly onto your A+ card or Credit card if you made payment via those cards

RETURNS

ONLINE RETURN

RETURN & EXCHANGE IN-STORE

30 Days Return policy with proof of payment.

R50 Courier fee on all returns/refunds.

Returns need to be logged online.

A customer service agent will call you to arrange payment back into your account after product has been inspected.

30 Days FREE exchange & return with proof of payment at any CODE Store.

You will not receive a printed invoice in your parcel. Please ensure you have registered your profile to access your order history. When visiting the store please print your invoice or show the store manager your phone with your order/invoice information. Without this information they will not be able to process the return
  • No refunds or exchanges on SALE goods without original proof of purchase.
  • If no proof of purchase can be provided, we will exchange your item(s) at the current system price.
  • If you purchased an “Online Exclusive" item, it can only be returned online & not in-store.
  • Please ensure you have access to your invoice online (on your profile) when returning your items to stores.
  • For hygienic reasons, no refunds or exchanges on bottoms or swimwear
  1. If you inspect the Item/s at the time of delivery by the courier, and are immediately unhappy with the Item/s for any reason other than the fault of Refinery you may hand the parcel back to the courier for return to us. In such a case you must hand all the original packaging back to the courier, and you will still need to complete the electronic returns process on the Site in order to be refunded.
  2. If you do not inspect the Item/s at the time of delivery but thereafter become unhappy with your purchase for any reason (other than the Item/s being faulty, damaged or defective), you may return the Item/s to us provided that:
    1. 2.1. The Item/s is in its original condition and is returned in or with its original packaging;
    2. 2.2. The Item/s has not been used or worn; and
    3. 2.3. If the Item/s is/are underwear, swimwear or “specially marked items” then the Item/s must have remained in the original packaging (this protects the hygiene interests of all our customers as non-defective Items are returned to stock).
  3. If you wish to return an Item/s to us follow the electronic returns process available on the site, and in terms of that process, our courier service will be instructed to collect the Item/s from the address nominated by you.
  4.  Alternatively, a return or exchange can be done at any store provided it is within 30 days and you have proof of purchase
  5. If you return an Item/s to us and we are satisfied that the above has been complied with, we will gladly refund you the price of the Item/s less the cost incurred by us in delivering it to you [R50 flat rate in main city centres].

RETURNS

  1. We will take all steps reasonably necessary to ensure that ordered Items are delivered to you in faultless condition.
  2. In the event that you find fault with one or more of the Items upon receipt and wish to return the Item/s, you must:
    1. 2.1. retain the Item/s in the received condition; and
    2. 2.2. retain the original packaging and all documentation that was included on or within the packaging.
  3. You are required to adhere to the manufacturer’s care instructions as attached to the Item/s, and failing such care instructions being attached, to handle and care for the Item/s at a level of care that would reasonably be expected in respect of the Item/s in question.
  4. If you discover a fault with the Item/s and wish to return the Item/s, you must:
    1. 4.1. Keep the Item/s in the then current condition and not make further use of the Item/s; and
    2. 4.2. Identify, in writing, the specific nature of the apparent fault and the date on and manner in which you became aware of such fault.
  5. You must, as soon as you become aware of the apparent fault, contact our CODE Customer Care Centre in writing at the following email address, support@code-sa.com  to request that we accept the return of the Item/s you are not satisfied with, and your request must include:
    1. 5.1. The Order number and delivery note number in respect of the Item/s;
    2. 5.2. A detailed description of the apparent fault and how you became aware of it; and
    3. 5.3. Any other information that we may reasonably request you to provide.
  6. You will be required to allow us the opportunity to inspect the Item/s, and the Site will contain instructions on the process of sending the Item to us for inspection. Our receipt of the returned Item/s for inspection will in no way constitute or be deemed to be acceptance of a return of the Item/s or confirmation of the apparent fault or of an obligation to refund you for the Item/s.
  7. We will not accept the return of any Item/s should:
    1. 7.1. The Item/s have been damaged or altered due to:
      1. 7.1.1. Improper care;
      2. 7.1.2. Carelessness;
      3. 7.1.3. Non-standard or unusual use;
      4. 7.1.4. Failing to adhere to the care instructions attached to or sent with the Item/s;
      5. 7.1.5. Accidental misuse or failure to maintain;
      6. 7.1.6. Irregular conditions; or
      7. 7.1.7. Any other manner of use or handling which indicates a lack of reasonable care with the Item/s.
    2. 7.2. You have attempted to alter or repair the Item/s yourself or have allowed a third party to do so or attempt to do so;
    3. 7.3. The Item/s have deteriorated as a result of fair wear and tear which is reasonably expected in the normal and regular use of the Item/s; or
    4. 7.4. The apparent fault relates to a slight variation in appearance, which does not materially differentiate the Item/s from the representation on the Site.