Refund policy
Refunds and Exchanges
If you aren’t 100% satisfied with your purchase, we offer a return or exchange within 7 days of delivering your order. The items must be unworn if it’s athleisure, unused if it’s equipment, and in its original packaging. We reserve the right to determine the validity of these conditions. Based on your preference, we offer a gift voucher, alternative product, or a refund to the original payment method.
Should you decide to exchange your item for a different product, you can exchange it for a product that is equal in price to the amount originally spent. If you exchange it for a product with a lower price, we will refund you the difference. If you exchange it for a product with a higher price, you are liable to pay us the difference.
Shipping, courier, or delivery fees, associated with returned product(s), will be at your own cost. If you would like to exchange an item, you are to cover the delivery costs for the replacement item.
Please be advised that a re-stocking fee of R150 will be applied per item (for the eradication of doubt; this R150 will be deducted from any applicable refund amount per item in your order). Your refund, exchange, or voucher will be to the total purchase amount less the applicable re-stocking fee and any associated courier charges. Refunds will be initiated only after our team has verified that the original packaging and contents are in suitable condition for resale. Note that the determination of the condition of a product, its packaging and any other augments/accessories are at the sole and exclusive discretion of The Lisa Raleigh Group.
Refunds, vouchers, and exchanges are contingent upon the re-stocking fee and any relevant courier expenses. Solely in the event of a product arriving with a defect or malfunctioning within the warranty period, shall we bear the associated courier costs.
Refunds will be issued within 7-10 business days following the notice of refund.
Refunds will not be issued for products that are damaged or amended by the consumer. Please note that, when logging a return or an exchange, you can expect to receive a response within 3-5 business days. You can log a return or exchange here.
Please note, you can only make one exchange per item. If you are still not satisfied, please contact support for further assistance. Alternatively, you can return the item for a refund and re-purchase, given that you provide your original receipt, the item is in its original packaging, and in its original condition (as determined by us).
Any items listed as part of our clearance sales, are excluded from our returns policy and are final sale items. We do not accept returns for these items. We do accept exchanges (to swop the size or colour) while stocks last. Please note the items in these sales are limited, so we are only able to issue exchanges while stocks last.
Please note we do not offer refunds for gift vouchers, and gift vouchers cannot be exchanged for money. Our gift cards have a validity period of up to 3 months and will expire thereafter. A valid and verified e-store gift voucher can only be redeemed online, while our in-store gift vouchers can only be redeemed at our retail store.
Exceptions to our Returns Policy
- Any items listed as part of our clearance or sale promotions are final sale items. These items are strictly excluded from our returns policy. We do not accept returns or exchanges (including size or colour changes) on any sale or clearance items.
- Digital downloads, programmes and subscriptions cannot be returned or refunded.
- When returning products purchased within a bundle, the refunded amount will exclude the value of any digital downloads within the bundle.
We will not provide refunds for:
- Any item not in its original condition, original packaging or without a receipt.
- Any item that is damaged or defective for reasons not due to our error (e.g. alterations, intentional negligence, or mishandling).
- Any item that is returned more than 7 working days after delivery.
- Any item NOT brought to our attention before 7 working days after delivery.
- Final sale/clearance items.
- Gift Vouchers.
——————————————————————————————————————————
Return Shipments and Liability
Condition of Returned Goods:
Customers are responsible for ensuring that all returned goods are properly packaged to prevent damage during transit. We strongly recommend using the original packaging materials and boxes to minimise the risk of damage.
Return Shipping Method:
To facilitate a smooth returns process and ensure tracking and security of the returned items, customers are advised to use a reputable courier service for all returns. Please utilise a shipping method that provides tracking information and, if available, insurance options to protect against potential loss or damage.
Liability for Damaged or Lost Items:
The Lisa Raleigh Group is not responsible for any items that are damaged or lost while in transit back to us. The risk of loss or damage to returned goods shall remain with the customer until the items are received at our warehouse or designated returns facility. We encourage customers to secure shipping insurance to cover potential losses or damages during the return transit.
Damage Assessment:
Upon receipt of returned goods, our team will inspect the items for any damage. If items are found to be damaged in a manner that is inconsistent with the condition reported at the time of initiating the return, we reserve the right to adjust the refund or exchange accordingly.
Reporting Damaged or Lost Items:
In the event that returned items are damaged or lost during transit, customers should immediately file a claim with the courier service used for the return shipment. Our support team is available to provide guidance on this process; however, the responsibility for pursuing any claims for damaged or lost items rests with the customer.
Refunds and Exchanges:
Refunds or exchanges will be processed only after the returned goods have been received and inspected by our team. Please 3-5 business days from the receipt of the returned item for this process to be completed.
——————————————————————————————————————————
We reserve the right to update or amend this returns policy at any time without prior notice. The latest version of our returns policy will always be available here on our website.
We are unable to process returns for online purchases at our retail store. Please contact our support team at stock@lisaraleigh.co.za for all online purchases. Online returns can only be processed at our retail store after arrangement is made with the support team.