Return Policy

At Genderwear SA, we want you to feel comfortable shopping with us. While we hope every purchase is the right fit, we know that returns and exchanges are sometimes necessary. Our policy is designed to be fair to you as our customer, while protecting the hygiene, safety, and sustainability of our products.

1. Returns and Exchanges

All products are returnable or exchangeable for any reason within 30 days of the original purchase date, provided that the item is free of scent, unused, unworn, and unwashed, is in its original packaging, and is in resalable condition.

If you’d like to exchange an item due to:

• Sizing issues: We will send you a replacement once your return is received. You will be invoiced only for the shipping of the replacement item.
• Quality issues: If your item has a confirmed manufacturing defect within 6 months of purchase, we will replace it free of charge, including shipping. If the issue is due to incorrect use or failure to follow care instructions, shipping costs for the exchange will be invoiced to you.

1.1. Refunds for items returned

Refunds are available within 30 days of purchase, dependent on the product being returned to us. Refunds:

• Will be issued less the original shipping amount, unless the item is defective or incorrect.
• Are processed using the same payment method you used for your purchase via Netcash.
• May be given as store credit or a cash refund at our discretion, for non-defective items.
• Will only be processed once the returned goods have been received and inspected. If the goods are not defective, we may charge a reasonable fee for return delivery. We will not charge a fee if the goods are defective. If the incorrect size was ordered, additional shipping costs may apply.

1.2. How to Exchange Goods

Within 2–3 business days of receiving your request, we will email you a return reference number along with an invoice for any applicable shipping costs. Each request is reviewed individually to ensure shipping costs are kept to a minimum. If you do not receive a response, please contact us via WhatsApp at 063 078 1993. We use a locker service for convenience and affordability.

Step 3: Prepare Replacement Items

Once payment for any additional shipping is received, we will prepare your replacement items. You will also receive a courier flyer bag for returning the original item(s). We may contact you via WhatsApp during this process if needed.

Step 4: Pack Original Items for Return

When your replacement item(s) arrive, please package the original product securely, using the original packaging if possible, and place it in the provided courier flyer bag. Await further instructions regarding collection.

Step 5: Courier Collection

You will receive an email with a courier waybill number, which must be written clearly on the parcel. The courier servicing your area will collect the package the same day or the following day.

2. Goods That Cannot Be Returned

For hygiene and safety reasons, certain items cannot be returned or exchanged once worn, opened, or removed from their original packaging, unless faulty. These include:

• Underwear
• Fabric cups
• Bespoke/custom-made orders

Please review sizing carefully before purchasing or contact us for assistance.

3. Unwanted Products

You may return unwanted products within 30 days of purchase, as long as they meet the conditions in Section 1. After 30 days, returns or refunds will only be processed if the item is defective.

4. Goods Damaged on Delivery

Goods damaged on delivery are treated as defective goods and follow the same process as outlined in Section 6. Please contact us immediately if your parcel arrives damaged.

5. Defective Goods

A product is considered defective if it has a significant imperfection that prevents it from performing as expected. Examples include:

• Binders that do not function as intended
• Shapewear with faulty stitching or seams
• Garments that fail quality standards due to a manufacturing error

Not considered defective:

• Normal wear and tear beyond 6 months
• Improper use or failure to follow care instructions
• Unauthorized modifications or alterations
• Damage caused by negligence or external factors

Defective goods can be returned within 6 months of purchase (covered under our standard warranty). Certain items may carry longer warranties, as specified at purchase.